Aura Retrofit Ltd

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, 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 authorised or equipped to complete that work. After a long back-and-forth, Aura involved the company that had previously signed off the work, 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 day at very late notice, with the issue pushed to a third party. Overall, the customer service has been very poor: inconsistent answers, refusal to clearly set out the scope of work, and unreliable scheduling. Based on our experience, I would not recommend.

Aura retrofit recently fitted a new heating boiler. This was on a grant, i called/emailed a few times befor and all calls and emails were answered promptly. On the morning thet called to say fitters on his way. They gave me a link to allow me to accurately track it journey to my house. The fitter worked fast and his work was exceptionally neat, sit was left cleand and tidy and rubbish left for colection. First class fitter and service. Every thing perfec, meny thanks.

I was fortunate enough to be eligible for a grant application for an air source heat pump, insulation and solar panels. Aura made the process very straightforward and completed the work in great time. Very happy with the work - it's transformed my home! Great communication with the team too. Many thanks again.

Sitting in a freezing cold house waiting for aura gas to tell us status on our broken boiler for well over two weeks now. Left multiple messages and tried ringing over several days, no call back, no response, nothing. Outstandingly bad service and support. Update - we have finally been advised via email it is "uneconomic" for them to replace the part despite us having a service contract in place including guarantees for parts replacement which has been paid for monthly without fail. We are also now 3 months overdue an annual service. So around £400 of payments on a formal contract which has been simply ignored by Aura - the people who also happened to actually install the boiler in the first place. Avoid.

So very pleased... Aura Retrofit are professional, always respond to calls & questions, the team of tradesmen are speedy thoughtful and get the job done, any issues they sort it out swiftly. The job was more involved than anticipated but certainly worth it, Aura corordinated with precision, communicated every step clealy to us. We are now 'very' warm, insulated and having solar panels should also make a difference in many areas. Thank you Aura Retrofit