Aura Architecture

Hi Julia. We’re sorry for the stress and delays that you encountered on your project. We strive to leave every client 100% satisfied with our service, and on this occasion we have not lived up to that unfortunately.


As discussed in our correspondence we have put systems in place to ensure emails from building control (and other statutory bodies) to individual employees are captured by our admin team so that they are not missed, and can be actioned swiftly. Our communication historically has been excellent and can be seen very prominently in our other reviews and from conversations with our clients.


As you mention in your review, we have paid what we think is a fair contribution to the rectification works needed to resolve the issues and therefore acknowledge partial responsibility. That being said, we were not instructed to work with you in the tender and construction stages and there should be a reliance on a contractor to take instruction from the building control officer when asked during this process. There would have been plenty of time to rectify the issues if the contractor had taken on board the BC officers requests on either one of the two occasions they were asked to do so.


We have learned from this experience with improved quality check processes, and internal client response targets and hope that you can now enjoy your new loft extension.