Aura Retrofit Reviews 

Responsive

Absolutely excellent.

Can't fault them they were all brilliant. really good team, knew what needed to do and got on with the job.

Paige from customer services was really informative and open with communication. Answered questions about concerns with amazing knowledge and patience.

Fast and good communication

We recently worked with Aura Retrofit on a whole-house energy improvement project, including the installation of solar panels and heat pump radiators, and the experience was excellent from start to finish.
Throughout the surveying, design, and delivery stages, the entire team was wonderfully supportive and professional. They took the time to listen carefully to our questions and concerns, were proactive in finding solutions tailored to our particular circumstances, and provided clear, comprehensive documentation at every step of the process.
What stood out most was the kindness, patience, and expertise of the staff. We always felt informed, supported, and confident that our project was in good hands. Their attention to detail and commitment to finding the right solution made what could have been a complex process feel straightforward and well managed.
The completed installation has given us a warmer, more comfortable, and more energy-efficient home. Overall, it has been a wonderful experience and we would highly recommend Aura Retrofit to anyone considering home energy improvements.

I am a landlord. I had been paying Aura Gas monthly subscription fees continuously since 2016 because the extended boiler warranty required servicing through them. Despite years of payments, when the annual gas safety certificate became due for my rental property, communication became extremely poor and repeated attempts by both myself and my letting agent to arrange attendance were not properly dealt with.

The situation escalated to the point where another Gas Safe engineer had to attend urgently, found the boiler unsafe, and isolated it, leaving tenants without heating and hot water.

I ended up paying independently for repairs, servicing and certification while still paying ongoing subscription fees to Aura Gas.

The most frustrating part has been the lack of communication and failure to respond properly to repeated emails and calls throughout the complaint process. Eventually the care plan was cancelled, but only after considerable stress, expense and wasted time.

Based on my experience, I would not rely on this company for landlord compliance or urgent support.

From start to finish, everyone at Aura was polite, friendly and genuinely helpful. Our co-ordinator was outstanding—guiding us through the technical details and even helping us navigate the confusion around grant funding with real clarity and care.

The installation team were equally impressive. Working around a complex renovation, they listened carefully, adapted to our plans, and completed the job with great attention to detail.

The system has performed flawlessly from day one, with virtually no downtime during installation. Seeing our smart meter at zero usage—and knowing we’re doing our bit for the environment—is immensely satisfying. A superb result.

I just wanted to take a moment to share some positive feedback regarding Greg Morris.

Greg truly went above and beyond while fitting my electric to solar panels. He took the time to explain everything clearly and made sure I fully understood the process, which I really appreciated. His professionalism, patience, and attention to detail made the whole experience smooth and reassuring.

The work carried out was of an excellent standard, and it’s clear he takes great pride in what he does. Greg is a real credit to your company.

Aura are the worst company I've ever had to deal with.
They are the installers for various upgrades to my house which are grant- funded (so I have no choice of installer). Their initial proposal recommend various things including heat pump & new radiators. Having tried many times, for months, to get more information out of Aura re. the heat pump and the installation process and received absolutely no response to my enquiries - despite one of them phoning me and promising that if I emailed my questions directly to him he would phone me the following day to go through them; he didn't - I reluctantly decided to ditch the heat pump as I didn't have the information I needed to go ahead with it. I agreed the list of remaining measures to be installed with the grant administrators. Aura sent me their schedule of works to sign but it still included the heat pump. I told them it was wrong and now I *cannot* get a revised schedule out of them. All they have to do is remove a few things from the previous one but that seems to be beyond them. They say I have to sign it before they can book in the install. I can't do that if they won't send it to me. They've sent the grant administrators an updated quote so they obviously know what they need to do. I now have only 2 days left to arrange the install or I may not get the grant. I am calling them every day, they promise they'll send it then they don't. How can it be so difficult?? They are beyond useless. They seem completely unable to communicate even between themselves. I applied for this grant in September 2025 and have been banging my head on a brick wall with Aura ever since. It's beyond frustrating. If I were able to choose my installer I would avoid Aura like the plague.

I would not recommend this company! In January I was left for 11 days without any heating or hot water.
I had been a customer for 10yrs paying monthly for a service plan.
Appointments were cancelled at the last minute . The plumber attended twice but both times failed to diagnose and resolve the issues.
In desperation of wanting a warm house I contacted a local plumber who within 30 minutes had everything working. This obviously cost me financially but I had peace of mind knowing that he knew exactly what the problem was and had rectified it.
I complained to Aura Retrofit and emailed them the invoice. I was offered a discount on the service plan if I reinstated it and as a goodwill gesture the £120 it had cost me to have it repaired would be refunded.
I declined the offer! I want peace of mind from a plumbing company and good customer service. I don’t feel I was given this by Aura Retrofit!

Greg & James & others came to fit the Solar panels all were professional new there jobs.
We couldn't ask for nicer people.

Extremely disappointed by this company. The annual service for the boiler installed by them was due in Nov 2025. We are in February 2026, they have not done the service which is paid for as I pay everything on direct debit. They cancelled 4 appointments! Every time a different excuse. Not even a call to apologies.
It seems that every other customer is more valuable and needs serviced whilst the service that I paid for and is overdue by more than 3 months is not a priority.
I am going to ask for my money back and take this matter further if not settled soon as I have been too nice accepting all the cancellations and re-bookings all a waste of my time.

We had an ASHP, cylinder, solar and radiators installed by Aura Retrofit (formerly Aura Heating). We raised an installation concern about the ASHP condensate/relief discharge at the time of installation and again over a year later, due to a persistent drip, and were repeatedly told it wasn’t an issue.

When it later became clear the installation needed correcting (potential damp issues within the property), a remedial visit was arranged. The engineer who attended only applied sealant around the area and advised that proper drainage changes would be needed, but he hadn’t been advised, authorised or equipped to complete that work. After a long back-and-forth, Aura involved the company that had previously signed off the work (Alto Energy), and a further review identified elements of the installation that required correction. Despite this, Aura repeatedly avoided confirming in writing what exact works they would carry out, how they would route the discharge safely, and what would happen if the ground conditions prevented a simple soakaway solution. It felt like pressure to “just let us do something” without explaining the method or outcome.

Eventually a visit to complete the agreed remedial work was booked, and then cancelled on the same day at very late notice, with the issue pushed to a third party with no indication of when the issue may be resolved.

Overall, the customer service has been very poor: inconsistent answers, refusal to clearly set out the scope of work, and unreliable scheduling.

I would not recommend based on the lack of clarity, lack of ownership, and unreliable scheduling. Aura Retrofit where the company who completed the work at my home but take no responsibility, accountability or pride in the work and would rather hide their head in the sand and ignore issues then make good their mistakes.

We have just had an air heat pump, solar panels and loft insulation fitted by Greg and Louis, from Aura retrofit. They have been excellent!Very hardworking, polite and helpful and tidy workers. They made sure we were happy with all they did and minimised the inconvenience to us.
We would recommend them.
The office team and designers were superb as well.

I can’t give enough positives about the company - from initial contact through out whole process they were brilliant. No question to small and a big shout out to Paige who always responded or called back to any of my questions.

I paid up front for a boiler service, on the day they were meant to arrive nobody showed up - I followed up the next day via email and they claimed they tried to call me, but I received no missed calls. They could have also emailed me but did not.
I rescheduled for the following week and the same thing happened, and they rescheduled to this week.
On the day the engineer was meant to arrive I received a cancellation message - and was then told there were no more appointments for the year. I have since requested a refund and will never use them again.

Horrible horrible company
They installed radiators and just left without making sure that heating was working.
We ended up with no heating for 4 days. The lady on the phone didn't bother to even apologise, I finally managed to get a plumber booked for tomorrow afternoon (day 5 with no heating)

Very unprofessional and poor customer service, just unbelievable

Boiler broke down about two weeks ago and new parts were needed. In the last few days we have rung and left messages repeatedly to check on status. No reponses of any kind despite multiple attempts to ring/email/message. We have a service contract for many years but will be moving on expiry. Its not acceptable to get no response of any kind. Sitting in a freezing cold house in the meantime.

Update - we have now received an email telling us it is 'uneconomic' for them to fix the problem. Bear in mind we have a full service contract in place including replacement parts guarantee, and we are long overdue for an annual service. Apparently this contract and guarantee is worthless, for the record the whole system was installed by, yes, Aura Gas. So now we have no redress, an unfixed and unserviced boiler depsite having a contract in place we have paid for every month without fail. Prospective and current customers should think very hard about using this supplier.

Customer service is terrible. We recently moved into our new home and were told we needed to continue the care plan the previous owner had with Aura Retrofit, Aura retrofit confirmed with the previous owner that their payments would be taken into account for our first service.

They then told us this wasnt the case and we'd have to pay full price. I've tried for 2 weeks to sort a date and get answers, but no replies and phone often goes to voicemail.

I applied for the Warmer Homes Local Grant in August 2025 for a fully funded heating installation managed by Aura Retrofit.

After weeks of delays and incorrect advice about my electricity supply (later admitted to be wrong), the installation finally went ahead — but was left incomplete and untidy.

The engineers told me that not all of the ceramic storage bricks had arrived, so one of my Dimplex Quantum heaters is half full, untested, and unsafe to use.

The job wasn’t commissioned, yet I was left with boxes, packaging, and parts blocking the entry to my flat for nearly a week.

The on-site engineers were polite, but the company’s organisation and communication have been chaotic. Aura have said they’ll return on Wednesday to complete the work — I’ll update this review once it’s resolved.

Curtis and Marshall arrived to do the wet room ventilation. Marshall had a challenge and was not going to be beaten. He got the job done. They were both excellent workmen.