Aura Retrofit Avis 

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!

The worse company ever.
I was referred to this company last year by LEAP for a boiler "tune up".
I was informed they would contacting me within three days.
No contact three weeks later. I had to call them. No help, not able to make an appointment, just told they would get back to back to me. Two months later, I contact them again. I tell them which days I cannot do, which is a Monday and Wednesday.
More weeks go by. Then I get a first phone call from them in months, to offer me a Wednesday.
Fast forward a few more months.
An appointment eventually made.
I wait in all day. It gets to 5pm and no sighting of an engineer and no call.
I call them. The engineer is no longer attending as they are sitting at another job waiting for a part.
I understand things happen but what I do not understand is why you would not call the customer to let them know.
Fast forward again.
Lies told regarding lack of contact.
Another appointment made eventually.
A really unpleasant, rude engineer arrived.
I had been unable to turn off radiators in unused rooms and had waited 11 months for a private engineer to fix. (Paying huge bills whilst waiting)
The Aura engineer insisted on changing the radiator valves despite me explaining the situation and the fact that they were now working, did not need changing and had only been newly put on a few months ago.
He opened my bedroom door without asking permission and walked through my room in filthy, dirty boots marking the carpet. (As he did with all the rooms.) Which I consequently had to clean at considerable cost.
He then changed the new valves which I reiterated did not need changing. I managed to stop him changing two of the new valves only.
He did not want to show me how to use the new controls and told me to look it up online.
After he left, the valves he had changed against my will, were no longer working and the radiators were back to coming on, despite the valve and controls being switched off.
Eventually they send out a different engineer. This one had the loudest voice I have ever heard and proceeded to deafen me, speak over me and did not listen.
However, he identified the mistake that the previous one had made - apparently.
He also did not want to show me how to use the controls and got me a leaflet from his van. (Which I cannot understand).
The radiators that had the changed valves then started coming on again when turned off.
Eventually Aura then sent out the original engineer who broke them in the beginning.
He stated that the radiators were not coming on when switched off and immediarely left.
I switch the heating on and the two radiators in both unused rooms were on despite the valves being turned to off.
I have since emailed this company on a few occasions who have ignored me.
The heating has been on all winter and so not only has this cost me hundreds of pounds I do not have, I have also got to pay another private engineer again, to mend their mistakes. Which I cannot afford to do, so the heating is still on.
When I last wrote a review, which was only half way through the events it has got to now, I had the Manager immediately call me, demanding I take it down, which is intimidation.
This is the worse company I have ever had to deal with. They are milking a government scheme of thousands which is meant to help the vulnerable. Due to the ongoing stress, I have been made ill with a rare and dangerous disease which is not funded by the NHS as there are currently no NICE guidelines. So on top of all the expense of the damage caused by these people, I am running up thousands in medical bills which I cannot afford. I am now at a stage whereby I can not get any more treatment and private prescriptions. The disease is incurable.
Please do yourselves a favour and choose a different company. How these people operate on every level is wrong.

Prompt friendly service
Was very efficient

communication excellent from day 1,to finish, work men so professional, and polite,so pleased with finished job of air source heating and solar panels, would highly recommend

I would like to take the opportunity to compliment Aura Heating for their speedy response to a malfunction of our gas boiler; and in particular to note that in dealing with the matter on site, Alan Sutherland was courteous and informative. The whole Aura Heating process kept us fully informed while the problem (condensate pump needed to be replaced) was identified and remedied. No fuss, no mess. Five star service! Thank you.

Very poor service! The Aura Heating made damages to our property, and they did not accept any responsibilities! Definitely not recommend this service

The work was not finished to a proper standard. The installation was failed by the inspector as the work was shoddy and not finished. The box out front is so loud and all neigbours have complained. The loft installation was only half done and the water pressure is so out the whole house bangs every few mins. So many things it failed on and aura are not interested to fix the problem. We don’t sleep because of the noise. Shame on you aura heating! You failed the inspection and not bothered to fix the problems stayed in the documents by an indepentand surveyor

Don’t go near this company.
Paid £66 for them to visit. 2 representatives quickly and I mean quickly diagnosed the problem related to a switch which needed replacing. Damian came around to fit switch that cost me £97, saying it’s unlikely this switch needs replacing. Sure enough, Damian fits the switch, I still have the problem, then good cop Damian tells me what he thinks is really wrong recommending more expensive parts. A friend of mine who is an engineer tested the switch which was removed from my boiler and the switch was working properly.

Obviously, I didn’t go back to aura gas. What a rip off. Don’t bother .
UPDATE
Aura gas replied and I spoke to Wayne on the 20/12/2024

Whilst Wayne was apologetic and sympathetic he did little else.

I was offered an inspection of my boiler by a specialist.
I agreed to this , I had nothing to loose but to be honest , that’s what I thought I was paying for in the first place.

I made it clear I wanted a refund of the £66 paid to diagnose my fault and also the £97 paid for the switch that didn’t need replacing.

I thought we’d get Christmas over with but that’s the last I’ve heard from aura heating.

In my opinion, they can’t get the basics right. I’ve done the right thing as the customer.
I would not recommend this company. I feel totally ripped off.

I recently had a government grant to have ab air source heat pump and new central heating system fitted. The lads that came were all very polite, professional and mostly cleared everything after themselves. It was much more upheaval than I had anticipated, but that was my fault, for not researching as well as I should have done. All in all I would highly recommend Aura Heating.