Aspect Reviews 20,207

Very prompt and friendly service, resolving the problem efficiently and effectively.

Great customer service both from plumber (Joseph) and the reception team. Efficient and always kept me updated on what was going on - work delivered to a high quality.

Great from start to finish. The customer service received was outstanding. From the initial call to discuss the problem, solutions were provided and a next day appointment was offered.
Warren arrived and went above and beyond to explain his process and approach. He talked me through the problems he found and provided clear next step options.
I felt able to make an informed decision on how to proceed without feeling pressured and all at reasonable cost.
Would highly recommend this companies services.

Great service as usual

I commissioned Aspect to investigate a leak at my property in SE1. What followed was a frustrating experience from start to finish.

I was quoted £250+VAT over the phone. When the engineer arrived for the first visit, the survey was incomplete - they couldn't identify the source of the leak and the report was lacking in detail. Aspect refunded £150 for this.

A second visit was arranged. The engineer no-showed on 18 March with no prior notice. When they did eventually attend, I was charged for 3 hours of work despite security camera footage from my building confirming the engineer was on site for less than 2 hours. The final charge was also significantly higher than the price originally agreed, with no prior consent for the increase.

The updated report was an improvement, but I had to push repeatedly to get findings that should have been included the first time.

When I raised these issues formally - the overcharging, the billing discrepancy, and the no-show - Aspect refused to offer a full refund. I have spent hours on the phone and despite being promised a refund it was never processed.

To be fair, the engineer who attended the second visit was knowledgeable and the updated report did identify the key issues. But the business practices around pricing, billing accuracy, and complaint handling fell well below what I'd expect from a professional firm. I would not use them again.

##AVOID LIKE THE PLAGUE###
##AVOID LIKE THE PLAGUE###

Disgusting, appalling service. Paid for a roof survey for a property purchase. They sent someone around the next day and took my money.
They then sent me a "roof survey" which didn't even contain photos or reports on the chimney stacks, the chimneys, pointing, parapet walls, any rendering there or required, any capping, roof vents and no photos of any of them including photos of the main front and rear roof of the property. It is now 13 days since the survey was conducted. I have had to call them almost daily to try and get this resolved. Every time I have called, I would have to wait in a long queue only to be advised that I would receive the full survey later that day.
I have also sent them just as many messages through their customer service link as advised by them.
When I initially asked to speak to a manager, I was transferred and spoke to someone who promised to get the matter resolved that day. When I called up the next day, as I had not heard back, I was advised that there is no manager with that name. It turns out they had just put me through to another call centre operative!
On the 11th day following the survey, I was sent the same report with a few extra lines to describe just the chimney stack. The photo that they had added for the chimney stack was actually a corner of the roof used earlier in the report to describe the flashing. You couldn't even see the full chimney stack nor the chimney at all ! All the other parts of the report are still missing!
So I am still waiting for the survey report on the chimney stack, the chimneys, the parapet walls, any render, capping, roof vents, along with all photos of each as well as the missing photos of the main front and rear roof. I have messaged them about the missing parts of the report yet again. I have asked them to send someone out to do the survey again to survey the missing parts.
Why is no one responding to me or calling me? All I have managed to get after 13 days is an email stating that the survey has been updated and an attachment. Not a single phone call or email to speak to me or apologise. No one to reassure me that my concerns are being taken seriously or will even be resolved!
I am now in touch with my credit card company with the aim of getting my money back. It is clear that Aspect have taken my money, and that is all they care about !
This has caused me terrible stress and inconvenience whilst trying to buy a property.
DO NOT USE, WASTE OF TIME AND MONEY !!!

Very punctual and efficient service.
Friendly attitude. Would definitely recommend

The technician was puntual courteous and performed the task efficiently with the minimum of fuss

Courteous, polite, tidy & experienced plumber.
Great service Deniz Thankyou.

Very good job done, we waited just about an hour and the guys done a great job!

Had a blockage in upstairs bath and shower .
The youngish person from Aspect was nice enough . He started by checked the drains and told me there was a crack in a drain and that water could be leaking under the building. I asked him how much to repair that - he couldn't give an initial figure, so he goes away and sits in his van to check with someone or something and comes back and tells me £1400. Alarm bells are already ringing because this has nothing to do with the blockage. I decline this extra work.
Later on he struggles to clear the upstairs blockage and says he'd need to call out someone else to cut through the ceiling to find out where the blockage is More alarm bells are ringing. I cut my losses. Say I'll pay for his time (£162) and get someone else.
So basically 1.5hrs and nothing achieved.
I then contacted my regular boiler engineer who recommended a drainage company - they came out a few days later and because they were more experienced were able to clear the blockage

Michael could not possibly have been more thorough, helpful and professional. Would recommend in a heartbeat

I booked 2 pre-purchase house roof and drainage surveys on the 3rd April but had to reschedule both investigations for the 10th April. I was informed they had been and gone completing the job on the 10th and I immediately paid for both services. HOWEVER, I received another invoice for the 3rd April which had been cancelled, and without my permission or knowledge they took the money using my bank card which they had on file to book the job. On top of this I received a half baked drainage survey report with no cctv images or explanation as to why 8 pipes needed to be relined and I never received the roof survey. I rang them 4 times regarding my refund and reports and sent numerous emails which all bounced back as they were sent from no-reply email accounts. I am still waiting to hear from them, in the end I had to go via their website contact support portal as there was no other way to contact them directly. Still no reply. Completely unprofessional! I would NEVER USE AGAIN.

Very experienced guy who understood issues & resolved problems very efficiently and left the job very tidy everywhere. Totally excellent

The guys who done it job today, it's so hard working person also he cleaning nicely drainage pipe

Efficient and good quality work

Disaster from start to finish.
1st attempt - electrician was sent to wrong address, despite my giving the call handler the correct one , tenant waited in all morning
2nd attempt successful.
Over 3 weeks later I am still trying to get a correct invoice and timeline of when the electrical safety certificate will be ready. Told that their turnaround is 30 days , not mentioned at time of booking.
Long wait on phone to try to get through to the right department each time I chase - but repeated emails being sent to me demanding payment of double the amount actually due.
To be avoided.

Edit
I was finally given the information so that I could pay a correct invoice .
However I still await the safety certificate - one whole month after the inspection- meaning that I am strictly speaking not compliant with regulation. Please sort this!

I found Aspect online and it had great reviews so I contacted them to help with a leaking kitchen pipe. On calling, I spoke to a lovely lady who was brilliant and organised a plumber to come the same day. Within a couple of hours, Zach arrived and quickly identified the problem. After a stubborn stopcock wouldn’t budge, Zach went to the main water pipes feeding the flats and very patiently went through all of them (unlabelled) to get the water off. An hour later, problem all fixed and a shiny new valve in place. Quick, easy and a fair cost. Highly recommended company if you are looking. Thanks Zach! It was a pleasure meeting you! 🙂

Deniz was able to identify & fix our tricky leak in a few hours

Updated review:
Martina in the customer service team made every effort to put this right with me, reversing the charges and apologising for the incident. I really appreciate her commitment to her role and the company's willingness to finally listen.

I believe that changes are still required to the procedures on how emergency follow ups are dealt with - these should be managed by the same team that organises new emergency appointments and should not be directed to an 'office hours only' complaints team who responds in 3 days.

I hope the company treats this as a learning opportunity.

Original review:
Aspect supposedly offer a 24/7 emergency service. They sent an electrician my property to restore power to my sockets on Saturday evening. 10 minutes after the engineer left, the sockets tripped again and I was left in exactly the same position as before with no power or heating. I called the company back immediately and was told to fill in a form, which I duly did. I called again on Sunday and spoke to someone who undertook to get back to me. He did not. I was left to sit in a house that went down to 12 degrees and so, in desperation, I had to call someone else to come to resolve it properly. Aspect finally contacted me today, 3 days after the issue. I challenged them and they responded that their expectation was that I would wait until today for them to resolve the issue. So Aspect think it is fine for their customers to endure temperatures of 12 degrees for 3 days whilst they get to your issue.

Aspect still insist that the full bill is payable even though their work achieved absolutely nothing.

Another thing to note is that their electrician, Reece, brought his 13 year old son to the job and let his son do some of the work (as his son wants to be an electrician). Perhaps if the engineer hadn't been distracted with his child he would have done a proper job in the first place.