Aura Retrofit Reviews 874

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.

I have already written a review but since lifting my carpets and seeing that I had to replace all my floorboards at a very large cost to myself I haven't changed my mind they are even worse their new name is aura retro fit this company has a very poor aftercare. Best thing to do is a void and you someone else a company you can rely on

From the very first time over 2 years ago when this company first started to install our heating system its been one long battle. The work force turned up and set to work totally ignoring any request I made about the install. The out side of my house now looks a complete mess with what can only be described as a black train track running up the side of the house. There was no need for this as I had showed them where to run the pipes under the kitchen units I had even removed all the base plates for them.
Totally ignored that and went up the out side of the house to the over flow thinking it would be an easier install. The pipe would not fit the hole 3 hours later and lots drilling the out side wall of my house looked like an explosion had been set off. But no that wasn't going to deter them no repairs were done. They then moved inside the house drilling holes through the walls nice neat hole one side but the exit hole looked like another explosion had gone off and great big missing chunks of concrete and plaster. This happened in every other room they put a radiator into. Asked company to never send them back to my house and to get some one out to repair the damage. That never happened totally ignored, Part of the install was missing a cover for the unit out side that was delivered in bits a knock on the door and left on the doorstep they ran away like frightened little kids. Yes it was a government grant installation but a little care and attention would not have gone amiss.
Well after 2 years of phone calls and complaints with nothing achieved or resolved the final straw happened the insulation that they used to cover the pipes out side with is internal insulation and has now started to degrade and fall apart. When it was first installed I asked were they sure that insulation is appropriate for the job and was told yes of course it is. Well have had a reply from Aura heating today saying its out side of the 2 year warranty and they are not responsible.
The company employs cowboys led by cowboys who don't care about how they complete a job as long as some one pays. If you value your sanity and would like a stress free heating system fitted please avoid this bunch. The date of the experience is not correct but it will not let me put correct starting date just the date of there final text to us.

Every workman that came to my house involved in installing and checking were very polite and helpful,would highly recommend this company to carry any work for me.in future.. were several different dates different workman came and everyone polite.

Not happy with the recent service I've had from them. They cancelled an appointment the day before the engineer was due, then the engineer was here for literally 10 minutes and left, even though I said there was a problem. He was meant to come back and fix it but they "couldn't find any details of this conversation". I now have to wait another week before he comes back. They never call you back and send a hurried email at the end of the day.

ETA: I had an engineer round to check a fault with the hot water not working all the time and he said he'd let Aura know and an appointment would be made to fix it. Well, a few weeks later there was no reply from them so I emailed and they said I had to wait until it had fully stopped working before someone would come round. Seriously?! I cannot recommend this company at all because of their awful customer service.

Hi we had Damian this morning to do a yearly service on the boiler ,this is the second year he's done it, a very pleasant and informative person to have in our home , well done Aura .

I had 9 solar panels fitted together with 10 radiators completely new plumbing and and of course a heat pump. I felt from the beginning that I was in good hands. Everyone arrived on time they were totally professional they told me what they were going to do and when. Also we discussed where solar panels and radiators were going to be fitted in order to be efficient and less intrusive. It was an enormous job and lots of furniture and effects had to be move and then reinstated which was done very discreetly by our plumber Blain who worked until late at night to"get the job done" ready for the electrician and inspector.
I cannot thank the Aura team enough for their united effort to complete a complex job which in another firm's hands could well have been a nightmare!
So once again thank you everyone and especially Blain who really did go the extra mile!