Did a terrible job years ago, after months of back-and-forthing I ended up having to get a different company to come out and fix the front door. Since then they have not stopped calling me to try and... Toon meer
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Lees wat reviewers zeggen
Couldn't hope for a better service. Dan and Ben were polite, efficient and dealt with some unexpected challenges along the way without complaint. They kept me informed throughout the 2 day install (ah... Toon meer
Bedrijf heeft geantwoord
I recently chose TWC Home Improvements to install several windows for me and, from preliminary enquiries and talks with several members of staff to the actual installation, their service was faultles... Toon meer
Kelvin and his team have done an excellent job with the groundworks for our extension. Kelvin talked us through every step, keeping us fully informed throughout. The team were professional, hardworkin... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
A family-run company with over 30 years combined experience, TWC Home Improvements of Swindon is here to help stylishly enhance your property. Windows, Doors, Conservatories and Living Spaces
Contactgegevens
Woodside Road 15, SN3 4WA, Swindon, Verenigd Koninkrijk
- 01793 781413
- info@twcframes.co.uk
- twchome.co.uk
4,5
Uitstekend
934 reviews
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Good Product, Poor Service
Like many Trustpilot reviewers, my experience regarding an installation carried out by TWC Home Improvements was beset by poor management of issues arising from said installation.
My wife and I visited TWC's Swindon showroom in October 2025, with a view to arranging replacement of the front door to our property. A TWC sales representative visited us on 14th October 2025, and he helped us to select a new front door from the TWC product range. The sales rep told us to expect the new door to be fitted in December 2025.
On 23rd December 2025 I received an email from a lady from TWC, stating that she would like to book the installation date for 2nd February 2026; I accepted this installation date.
Work on the installation of the front door took place on 2nd February. While the front door was installed, two issues arose that could not be completed on the installation date, namely 1) a section of the beading around a window of the front door was chipped and needed to be replaced 2) some damage made to the skirting board next to the newly installed front door during the installation process needed to be "made good". The installers informed us at 14:45 on 2nd February that they would have to come back to our property, to resolve these issues.
Just over 2 hours later, at around 17:00, I received a telephone call from TWC, asking me to pay the full amount for the installation. My response was that we had arranged to take out a loan for the purchase of the new front door. The response was that we had indeed taken out a loan, but that the salesman had "ticked the wrong box". She also asked me if all of the work had been done; my response was that there were still issues outstanding (perhaps a communication with the installers?). I was also told that the installers would return on the following (Tuesday 3rd Feb) morning to complete the work. I responded that I would release the funds when the work was completed.
At 11:25 on the morning of Friday 6th February, the installers returned, unannounced, to complete the work. My wife and I were told that the work would take half an hour to complete. At 13:30 (over 2 hours later!) my wife and I had to attend an appointment, so the installers had to leave, having repaired the skirting but not the beading.
At 10:49 on the following Monday 9th February, I telephoned the TWC installation office, in an effort to find out when the installers were able to return to our property to resolve the beading issue. The lady who answered took the details of my request and stated that pass them on to a colleague for further action. Although I received some missed calls from TWC during the following days, I could not get through to the TWC installation office. Finally, on Thursday 12th February, I took a telephone call TWC. I was asked why I had not released the funds to pay for the installation; my response was that I would release the funds when the beading issue had been resolved, per the message that I left with her colleague on 9th February. After telling me that she was unaware of the aforementioned message, I was told that an installer would visit our property to resolve the beading issue on the following Monday 16th February.
An installer duly visited our property at around 10:30 on the morning of Monday 16th February. After introducing himself, he returned to his van to fetch the replacement beading strip. On his return, he discovered that the beading strip that he was given was about 2 feet shorter than required! He apologised profusely, and resolved to return with the correct length of beading.
Later that morning, I received another call from TWC, to arrange for the installer to visit our property one more time, on the morning of Friday 20th February, to finally complete the beading work. This task was completed to the satisfaction of my wife and I on 20th Feb, and I the immediately released the funds for the completed work.
What is clear from the above is that, when any issues arise in the installation of TWC products, communication between the TWC people managing product installations and the people who actually do the installation work is very poor. In our case, work carried out on our property on 2nd February was not completed until 20th February, almost 3 weeks later. The staff managing the installation only appeared concerned with trying to get me to release the funds; I, in turn, had to keep reiterating that I would not release the funds until ALL of the work had been completed. My wife and I have plans for future home improvement projects that would require employing a company with TWC's resources. TWC is the LAST company that we would employ for such a task!
20 februari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Dear Customer,
Thank you for taking the time to leave your review and for explaining your experience in detail.
Firstly, I’m pleased to hear that you are happy with the finished door itself, however I am genuinely sorry to read about the frustrations caused by the snagging items and the communication around the follow-up visits. That is not the level of service we aim to provide.
Where installation issues arise, our intention is always to resolve them quickly and with clear communication between the office and the installers, so I apologise that in your case this did not happen as smoothly as it should have. The incorrect beading being supplied and the unannounced visit would understandably have been frustrating, and I appreciate your patience while this was put right.
In terms of payment, our team will normally contact customers once installation has taken place as part of our standard process, but we absolutely recognise that where snagging items remain outstanding, customers want those resolved first. I’m glad the final visit on 20th February completed the work to your satisfaction.
We do take feedback like this seriously as it helps us improve our internal communication processes, particularly around small return visits and completion items.
If you would like to discuss this any further please do feel free to contact me directly at:
joseph@twcframes.co.uk
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
A positive experience
I needed just one new window and from initial contact to completion, the process took just about three weeks. The sales man was pleasant and not pushy. The surveyor arrived promptly and the two man installation team were polite and very efficient. A good experience all round.
And to make the experience even better, I must praise Max from the Customer Care after service who was very solicitous and professional.
20 februari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you for taking the time to leave such a positive review.
We’re delighted to hear that your new window was completed within just three weeks from start to finish, and that each stage of the process ran smoothly for you. It’s great to know our sales advisor was pleasant and not pushy, the surveyor arrived promptly, and the installation team were polite and efficient.
I’m especially pleased to hear your kind comments about Max in our Customer Care team. Providing professional and attentive after-service support is something we take great pride in, and I’ll be sure to pass your feedback on to him.
Thank you again for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
2 excellent fitters installed 3 new…
2 excellent fitters installed 3 new upvc windows in our 1896 house in less than 5 hours, albeit in rare fine weather. Tidied up well and very efficient.
16 februari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you for taking the time to leave your review.
We’re delighted to hear that you’re pleased with your three new uPVC windows, especially in a property dating back to 1896. It’s great to know the installation was completed efficiently and that the team left everything tidy afterwards.
Your kind comments about the fitters mean a great deal, and I’ll be sure to pass your feedback on to them.
Thank you for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Dan and his team came and installed new…
Dan and his team came and installed new aluminium framed windows. The weather was awful but they remained professional and cheerful. I was promised a perfect clean up afterwards and was probably over optimistic as it was OK but by no means oerfect
13 februari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you for taking the time to leave your review.
We’re very pleased to hear that Dan and his team remained professional and cheerful despite the awful weather, and that you’re happy with your new aluminium framed windows. I’ll be sure to pass your kind comments on to them.
I’m sorry to hear that the clean-up didn’t quite meet your expectations. While I’m glad it was satisfactory overall, we always aim to leave every home spotless, and I appreciate your honest feedback on this. Comments like yours help us to keep improving and ensure we consistently meet the high standards we set for ourselves.
Thank you again for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Professional advice
I received concise information and helpful advice from Liam Phimley at my property. He was knowledgeable, friendly, and professional - a good representative of the company’s employees.
6 februari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you for taking the time to leave such a positive review.
We’re pleased to hear that Liam provided concise, helpful advice and represented the company in a knowledgeable, friendly, and professional manner. He is a great asset to the team, and your kind comments will be passed on to him.
Thank you for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Everyone at the company I have come…
Everyone at the company I have come into contact with has been professional, friendly, helpful and I am very happy with my new front door. Engaged them as a result of cold call at the door. Excellent price. Felt comfortable with the company as a result of the staff I dealt with. Prep was thorough. Door fitted by James who was lovely, did a great job quickly and left everything very tidy. Everything explained clearly. So happy that I am now asking TWC to fit a new back door for me. Would defiantly recommend and use in the future.
3 februari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you very much for taking the time to leave such a detailed and positive review.
We’re delighted to hear that everyone you dealt with at TWC was professional, friendly and helpful, and that you felt comfortable with us from the very first visit. It’s great to know the preparation process met your expectations and that you were happy with the pricing as well.
Your comments about James are especially appreciated. I’m pleased to hear he did a great job fitting your new front door, explained everything clearly and left your home tidy. I’ll be sure to pass on your kind words to him.
The fact that you’re now moving forward with a new back door is a real compliment to the team, and we’re very grateful for your recommendation. We look forward to delivering another result you’ll be just as happy with.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Returning Customers for TWC- Double dose of delight!!
We are returning customers of TWC for the best possible reason; the amazing orangery they built for us in 2024.
On this occasion it was for a new front door ordered between Christmas and New Year, delivered and beautifully installed by James K. on February 2nd, James was polite, professional, quick and thorough. The finished door looks beautiful and we could not be happier - to the extent that a new back door is now ordered and we hope can be delivered and installed (again by James would be great!!) in about a month.
Thanks again to everyone involved at TWC
2 februari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you so much for taking the time to leave such a fantastic and detailed review, and for choosing TWC again.
We’re absolutely delighted to hear how happy you have been with your orangery built in 2024 and that your recent experience ordering and installing your new front door has lived up to that same standard. It’s great to know James delivered such a polite, professional, quick and thorough installation, and I’ll be sure to pass on your kind words to him — I’m sure he’ll be thrilled to hear them.
The fact that you’re already looking forward to your new back door being installed truly means a lot to us. Repeat custom and recommendations like this are the highest compliment we can receive.
Thank you again to you for your continued trust in TWC. We look forward to delivering another result you’ll be just as pleased with.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
The guys were friendly and efficient
The guys were friendly and efficient. Very professional and clean
29 januari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you for taking the time to leave a review.
We’re pleased to hear that the team were friendly, efficient, and professional, and that everything was left clean and tidy. Your feedback is greatly appreciated and will be passed on to the team.
Thank you for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
John and Simon Fitters from Wiltshire
This review is for the fitters John and Simon from Wiltshire. Without them, I am not entirely sure the business would survive. They are without doubt an absolute credit to this company and I am sure undervalued as employees. 6 months to replace my conservatory roof with all the hiccups along the way and it was only our faith in these lads that kept us sane. You are both amazing, thank you for everything, you are worth your weight in gold. Please ensure they see this TWC.
29 januari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you very much for taking the time to leave such an honest and heartfelt review.
I would firstly like to acknowledge and apologise for the length of time it took to complete your conservatory roof replacement and for the hiccups you experienced along the way. I fully understand how frustrating that must have been, and I’m sorry that the process tested your patience.
Your comments about John and Simon, however, are incredibly powerful. They truly are a credit to TWC Home Improvements, and I can assure you that your feedback will be shared directly with them and with our management team. Their professionalism, commitment, and dedication to our customers are exactly the standards we expect, and it means a great deal to know they helped see you through a challenging project.
Thank you for your perseverance, your kind words about our installers, and for sticking with us throughout. Feedback like yours helps us recognise where we need to improve and also where our people make the greatest difference.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Wow..what fantastic service
Wow..what fantastic service. We had several windows fitted in 2024 and have been very happy with them, but yesterday one of the window locks broke and we were unable to close a large downstairs window, obviously putting us at a security risk. Well just one phone call later and an excellent repair completed this morning by Liam. This company stay true to their policy of a 20 year guarantee.....such fantastic service.
29 januari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you very much for taking the time to leave such a wonderful review.
We’re delighted to hear how happy you’ve been with your windows since they were fitted and that we were able to respond quickly when an issue arose. We fully understand how important home security is, so it’s great to know that Liam was able to complete the repair promptly and put things right for you.
Standing by our 20-year guarantee and looking after our customers is something we take great pride in, so your comments really do mean a lot to the whole team. Thank you again for your continued trust in TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Porch brick work
Carried out neat and tidy brick work on our porch. Very pleased and would recommend.
22 januari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you very much for taking the time to leave a review.
We’re pleased to hear that you were happy with the neat and tidy brickwork carried out on your porch. It’s great to know the workmanship met your expectations, and we really appreciate your recommendation.
Thank you for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Great builders!
Tom and Florin were fantastic builders, who took the time to engage with our son while doing the job. Nothing but praise for the whole team and they've left us with an amazing extension! Thanks!!
21 november 2025
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you very much for taking the time to leave such a lovely review.
We’re delighted to hear that Tom and Florin did such a fantastic job on your extension and that they took the time to engage with your son as well. That personal touch and consideration mean a great deal to us, and it’s wonderful to know the whole experience was such a positive one for your family.
Your praise for the entire team is greatly appreciated, and we’re thrilled that you’re so happy with the finished extension. Thank you again for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Good installer, but communication issues throughout
James Keywood, who installed my new door on 7 January, was excellent. He was polite, professional, and thorough. When he returned to address a couple of issues, and made the necessary adjustments so it sealed properly. I had full confidence in his workmanship.
Unfortunately, the company’s overall handling of the job showed a serious lack of basic business organisation and communication. I was told installation would be around four weeks after the survey, which influenced my decision to proceed. In reality, the door was not ordered until I chased the company after seven weeks, resulting in further delay.
I was given an installation date but no arrival time, and when the door was finally fitted the door number had been missed and had to be ordered and fitted later. Email communication throughout was poor, lacking clarity, consistency, and basic professional courtesy.
These issues were not the installer’s fault. James is a credit to the company. However, the absence of clear processes and effective communication significantly undermined the customer experience. While the door itself is well made and well fitted, I did not expect to wait three months. I will not be using TWC again.
7 januari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Hi S Connell,
Thank you for taking the time to leave such a detailed and balanced review. I’m really pleased to hear your positive comments about James — he is a credit to the business, and I’ll make sure your feedback is passed on to him.
That said, I want to sincerely apologise for the delays, poor communication, and lack of clarity you experienced throughout the process. What you’ve described around ordering timelines, chasing for progress, missing details on the installation, and inconsistent email communication is not acceptable and falls short of the standard we aim to provide.
You’re absolutely right that these issues sit with our internal processes rather than the installer, and I’m sorry that this undermined what should have been a straightforward and positive experience — particularly when your decision to proceed was based on the timescales you were given.
We are actively working on improving our systems and communication to ensure expectations are set clearly and then met, and feedback like yours is important in highlighting where we need to do better.
If you would be open to it, I’d be very happy to discuss this personally. Please feel free to contact me directly: Joseph Heaton, Director: joseph@twcframes.co.uk, 07593 580208
Thank you again for your honest feedback.
Kind regards,
Joseph Heaton, Director
Another fantastic job
Another fantastic job. Quick and efficient; no mess, no fuss.
Great customer service before and after the installation. Thanks all.
12 januari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you very much for taking the time to leave such a positive review.
We’re delighted to hear that the installation was carried out quickly and efficiently, with no mess or fuss, and that you were pleased with the level of customer service both before and after the work was completed. Feedback like this is greatly appreciated by the whole team.
Thank you again for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Poor customer service and feeling ripped off
I had high hopes for this company after reading the reviews online, sadly was let down by the company, they had made an error on the order and had ordered a frosted window for a bedroom which is not allowed by law, I understand mistakes happen and I thought that would be it and a replacement would come, second time round and they bring only the frame as again the paperwork was wrong, third time they don’t even bother to show up on the day that was booked, that was until I saw a TWC van drive down my road into a cul da sac look at my house and then drive away, I then get a response later on in the day and was told the installer was having a bad day on the reason why he didn’t get out of his van, no goodwill gesture from the company to put things right, bad experience and poor customer service, I spent a lot of money and feel ripped off.
19 december 2025
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Hi Will,
I’m very sorry to read your review and I apologise for the experience you’ve had. I completely understand why you feel let down and frustrated, especially after choosing us based on our reviews and then encountering multiple avoidable issues.
You’re absolutely right — mistakes can happen, but repeated errors with the order, paperwork, and a missed appointment are not acceptable. I also appreciate how upsetting it must have been to see one of our vans attend and then leave without speaking to you, and I’m sorry for the explanation you were given afterwards. That is not the standard of service or professionalism we expect.
The lack of a goodwill gesture and clear effort to put things right is something I’m particularly disappointed to hear, and I understand why you’ve been left feeling ripped off after spending a significant amount of money.
I would genuinely like the opportunity to personally review what’s happened and see if we can resolve this properly for you. Please feel free to contact me directly: Joseph Heaton, Director. Joseph@twcframes.co.uk, 07593 580208
Thank you for taking the time to leave your feedback — it’s important to us, and I hope we can speak and work towards a better outcome.
Kind regards,
Joseph Heaton, Director
New Windows
Great job done by James K installing our windows. Clean, tidy and the job was done quickly. Thanks a bunch
9 januari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you for taking the time to leave such a positive review.
We’re delighted to hear that James K did a great job installing your new windows and that the work was completed quickly while keeping everything clean and tidy. Your feedback will be passed on to him and is very much appreciated.
Thank you for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Great team and products
The whole team at TWC have been great. Got a new front door and I am very happy with the actual product itself. It’s massively improved the look and feels premium.
Particular shout outs to Nico who did the fitting. Really nice guy and did a great job and went above and beyond. And also Steve and Amanda who assisted with the design and purchase etc. All very friendly and helpful.
Overall very chuffed and can recommend. Thanks!
9 januari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you very much for taking the time to leave such a fantastic review.
We’re delighted to hear how happy you are with your new front door and that it has made such a positive difference to the look of your home. It’s great to know you’re pleased with both the quality of the product and the overall experience.
Your kind words about the team are greatly appreciated. I’ll be sure to pass on your compliments to Nico for his excellent workmanship and going the extra mile, as well as to Steve and Amanda for their support with the design and purchase process. Feedback like this means a lot to everyone involved.
Thank you for your recommendation and for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Booking an appointment with Max
I was called today by Max who kindly went through the various products the company supplies and install.
I found Max to be very knowledgeable and polite, so much so that I have arranged an appointment for a quote.
8 januari 2026
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you for taking the time to leave a review.
I’m pleased to hear that Max took the time to explain the range of products we supply and install, and that you found him knowledgeable and polite. It’s great to know his approach gave you the confidence to arrange an appointment for a quotation.
We look forward to meeting with you and assisting you further. Thank you for considering TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Dan and Brian were excellent from start…
Dan and Brian were excellent from start to finish. The window installation was completed efficiently, neatly, and to a very high standard. They were professional, courteous, and ensured the area was left clean and tidy upon completion. Thank you both for a job well done.🌟🌟🌟🌟🌟
The only concern is that the office team needs to ensure consistent communication with both the installation team and the customer. I was informed by the office that the installation team would arrive in the morning, while the installation team had been scheduled for the evening . This miscommunication resulted in the installation being postponed to the following day.
17 december 2025
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you very much for taking the time to leave such a detailed and positive review.
We’re delighted to hear that Dan and Brian delivered an excellent installation and represented TWC Home Improvements with the professionalism, care, and high standards we expect. Your comments about their workmanship and how they left your home are greatly appreciated and will be passed on to them directly.
We do, however, sincerely apologise for the miscommunication regarding the installation time. This is not the level of service we aim to provide, and we fully understand the inconvenience this caused. Your feedback has been noted, and we are already reviewing our internal communication processes to ensure clearer coordination between our office team, installers, and customers moving forward.
Thank you again for your understanding and for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
Fantastic service
Dan and Brian where brilliant, fitting the windows for my elderly parents quick and clean installation,very accommodating due to parents health. Thank you guys, top job!
10 december 2025
Review zonder uitnodiging
Antwoord van TWC Home Improvements
Thank you, Bogdan, for taking the time to leave such a kind review.
We’re delighted to hear that Dan and Brian provided fantastic service and took extra care when fitting the windows for your parents. Being considerate, accommodating, and respectful—especially where health needs are involved—is something we take very seriously, so your feedback really means a lot to us.
I’ll be sure to pass on your comments to Dan and Brian, who will be proud to know their efforts were appreciated. Thank you for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director, TWC Home Improvements
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