James K from TWC was great from start to finish. He was polite, friendly, and professional, and the new back door and toilet window were installed quickly and to a high standard. I'm very happy with... Voir plus
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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... Voir plus
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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... Voir plus
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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... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
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
Coordonnées de contact
Woodside Road 15, SN3 4WA, Swindon, Royaume-Uni
- 01793 781413
- info@twcframes.co.uk
- twchome.co.uk
4,5
Excellent
936 avis
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A répondu à 100 % de ses avis négatifs
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New windows & porch door
Just had new windows and porch door fitted. Process was a little shaky to start with but got there in the end. Products are great and Stu & Chris (the fitters) were spot on, very helpful, did an amazing job and went above and beyond to sort the porch door and kept disruption down to a minimum - good guys 👍
11 septembre 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you for taking the time to leave us such a positive review.
We’re really pleased to hear that you’re happy with your new windows and porch door. While we’re sorry the process was a little shaky at the start, we’re glad we were able to get everything back on track and deliver products you’re pleased with.
It’s fantastic to hear such positive feedback about Stu and Chris. Their willingness to go above and beyond, particularly with the porch door, while keeping disruption to a minimum is exactly the level of service we aim for. I’ll make sure your kind comments are passed on to them.
Thank you again for your patience and for choosing TWC.
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
Update: Issues resolved and now a lovely space to use
22/09: Update.
Following this review I have been in contact with the directors who listened and were honest in what seems to have been a communucation error. They have aknowledged. The whatsapp group was archived when it looked on their side like everything was dealt with.
This week they have come out, inspected the issue and a lovely engineer called Rob came out to resolve it for us. I can now say everything is perfect.
Previous review shortened:
Its honestly sad to write this review, but I have given months for resolution.
Ill start with the positive, and that was the upfront service before payment was received. The quoting, friendly staff, guidance of options, the installers were lovely and overall its a huge improvement
There is a small issue with one pane of glass, there is sticky residue from installation. I raised this in feb/mar and although there was sporadic communication nothing was resolved so I wrote this review in September 26
5 janvier 2026
Avis spontané
Réponse de TWC Home Improvements
Hi Annie,
I’m genuinely confused and concerned to read this, particularly as you’ve said that you were happy with the overall installation and that the outstanding issue is a small matter with one pane of glass.
There is absolutely no reason why you should have been left waiting for months for this to be resolved, and certainly no reason why messages through the WhatsApp group or directly to your customer contact should have gone unanswered. That is not the level of aftercare we expect to provide.
I’d really like to understand what has happened here and, more importantly, get it sorted for you.
Please contact me directly on 07593 580208 or joseph@twcframes.co.uk. I’m Joseph Heaton, one of the Directors, and I will personally make sure this is picked up and brought to a resolution.
Thank you for bringing it to my attention, Annie, and I hope we can put this right quickly.
Joseph Heaton
Director
TWC Home Improvements
Good rated company but could do better. Bad communication and several setbacks, the company made good in the end and delivered a decent product. Time will tell about aftercare service.
THE BAD:
* Payment Demands vs. Progress: Payment milestones are meant to align with actual site progress. Due to work falling behind while office management still demanded payment—creating a clear contractual mismatch—I was forced to cite specific contract clauses to protect my financial interests. Paying on their requested date would have meant handing over up to 90% of the contract value for a build that was barely 40% complete. Thankfully, I was able to negotiate a split payment in writing to mirror actual progress.
* Builder Reliability & Time Management: While the builder's (Mike) masonry work quality is reasonably good and he is polite in person, there was a complete lack of professionalism regarding time management and scheduling. He eventually disclosed that he accepted this job despite knowing he couldn't meet TWC's build schedule, as he was juggling multiple projects between Oxford and Reading. As a result, my family constantly rearranged plans for a timetable the builder had no intention of following, operating on the logic that "it will be done by the end date."
Whilst delays ‘happen’ (weather, deliveries etc) a lot of this could’ve been mitigated by better planning from TWC and time management and prioritisation from the builder.
* Site Management & Consideration: Attendance was sporadic—showing up one day and absent the next. On Bank Holiday Monday (31st August), rather than waiting a few minutes for me to move my car, sand was dumped on the front driveway right next to my wife's car so he could rush off to another job. I ended up having to shovel and move the sand myself.
THE GOOD:
* Roofing Team (Jack & Steve): An absolute top-tier duo. They arrived on time, every single day, strictly AS PER SCHEDULE. Polite, friendly, tidy, and hard-working. The build finally transformed into a real structure thanks to them. Rick and Ron who did final clean and seal were fantastic too.
Directors have also been involved to get this across the line and apologised unreservedly which I really appreciate and they understood the customers view point. Communication is lacking, promised and not delivered so customer always chasing, likely down to becoming too big and unable to cope with additional work load.
Advice to future customers - Cross-reference your payment schedule against actual site milestones before signing, and insist on a dedicated building crew rather than one juggling multiple external jobs. You are paying significant money and deserve a team that respects your time, property, and schedule. Keep an email trail of everything and daily pictures of the project.
9 septembre 2026
Avis spontané
Réponse de TWC Home Improvements
Hi Ajay,
Thank you for the updated review. While I’m obviously disappointed that you still feel your experience warrants two stars, I’m confident that by the time we have completed your project and resolved the remaining issues, you’ll feel very differently about TWC.
We certainly haven’t hidden away from the problems you’ve raised. You have dealt directly with both Directors, our Buildings Manager and the wider project team, and there has been constant communication as we have worked through the various points with you. Where things haven’t gone as they should, we have acknowledged them and worked to put them right — including the air brick issue you’ve confirmed has now been corrected.
It’s also great to see your comments regarding Jack and Steve and the quality of the roofing work. We’ll make sure that feedback is passed on to them.
There are clearly still some issues to iron out, particularly around the reliability and communication of some of the trades, and we fully understand your frustration with people not arriving when expected. We are actively working with you to get these remaining items completed.
Most importantly, we’re still in the middle of the project and working closely with you towards a resolution. We’re very hopeful that once everything is finished, you’ll be happy with both the completed living space and the way we have responded to the issues along the way.
Hopefully, when we get to that point, we can turn this experience around completely and earn a very different review from you.
Joseph Heaton
Director
TWC Home Improvements
Steve webb steve webb steve webb what…
Steve webb steve webb steve webb what can i say other than what a man such great energy, super polite, and very well versed in his industry he told me to put (steve told me to say this) due to his brilliant banter but that doesnt discredit the fact that it is a very true review
8 septembre 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you very much for taking the time to leave such a brilliant review!
We’re delighted to hear that Steve made such a positive impression with his great energy, politeness and industry knowledge. It sounds like his sense of humour and brilliant banter also played a part in making the experience a memorable one!
I’ll be sure to pass your kind words on to Steve — although it sounds like he may already have been working hard to secure this review himself! 😊
Thank you again for your fantastic feedback and for taking the time to share your experience.
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
Knocked at the door to apologise for…
Knocked at the door to apologise for any noise while my neighbour was having some work done.
Asked if needed anything needed replacing and gave card details in case there was.
Friendly and polite
7 septembre 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you very much for taking the time to leave such a lovely review.
We’re pleased to hear that our team member took the time to introduce themselves and apologise for any potential noise or disruption while work was being carried out nearby. It’s great to know that you found them friendly and polite and appreciated the considerate approach.
We always aim to be respectful not only to our customers but also to their neighbours, so your feedback is greatly appreciated.
Thank you again for taking the time to share your experience.
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
I had a call from Amber at TWC Home…
I had a call from Amber at TWC Home Improvements and I just wanted to say how lovely she was. She was so friendly, polite and easy to talk to, and I never felt pressured at any point. Amber took the time to explain everything clearly and answered all my questions without rushing me.
It was honestly a really pleasant experience, and you can tell she genuinely cares about helping her customers rather than just making a sale. Amber is a real credit to TWC Home Improvements and deserves recognition for her excellent customer service. Thank you, Amber! 😊
1 septembre 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you very much for taking the time to leave such a wonderful review.
We’re delighted to hear about the positive experience you had with Amber. It’s fantastic to know that she was friendly, polite and easy to talk to, while taking the time to explain everything clearly and answer all of your questions without making you feel pressured.
Providing a helpful and personal service is extremely important to us, so it means a great deal to hear that Amber made you feel valued and genuinely cared for. She is indeed a real credit to TWC Home Improvements, and I’ll be sure to pass on your kind words and recognition to her.
Thank you again for your fantastic feedback and for taking the time to share your experience. 😊
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
I had a lovely gentleman Steve Webb TWC Home improvement
I had a lovely gentleman Steve Webb,
Came to my door, telling me the service they do on properties ie: doors and windows.
He was so polite and cheerful enjoyed, our little chat. Maybe I could win a prize,
Thank you .
Betty
4 septembre 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you very much, Betty, for taking the time to leave such a lovely review.
We’re delighted to hear that Steve made such a positive impression during his visit. It’s great to know that you found him polite, cheerful and enjoyed your chat while he explained the services TWC Home Improvements can offer.
I’ll be sure to pass your kind comments on to Steve — I’m sure he’ll be delighted to hear them!
Thank you again for taking the time to share your experience, and good luck with the prize! 😊
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
Dan & Ben did very good job
Dan & Ben did very good job , I would recommend them to anyone.
The windows look great and I’m happy with the speed of taking out the old ones
And fitting the new ones in a day
Good boys
Paul
2 septembre 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you very much, Paul, for taking the time to leave such a fantastic review.
We’re delighted to hear that Dan and Ben did such a great job and that you’re so pleased with your new windows. It’s great to know that the team worked efficiently, removing the old windows and completing the installation of the new ones in just one day.
I’ll be sure to pass your kind comments on to Dan and Ben — I’m sure they’ll be delighted to hear how happy you are with their work.
Thank you again for choosing TWC Home Improvements and for your recommendation.
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
We have recently had builders Tom and …
We have recently had builders Tom and Sam round building our new conservatory walls .we cannot fault them in any way, there polite tidy and professional and would highly recommend them and TWC as a company. Thank you guys.
2 septembre 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you very much for taking the time to leave such a fantastic review.
We’re delighted to hear that Tom and Sam did such a great job building your new conservatory walls. It’s fantastic to know that you found them polite, tidy and professional throughout the work, and that you couldn’t fault their service.
I’ll be sure to pass your kind comments on to Tom and Sam — I’m sure they’ll be delighted to know how much you appreciated their hard work.
Thank you again for recommending both Tom and Sam and TWC Home Improvements. Your feedback means a great deal to us.
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
Excellent communication and expert…
Excellent communication and expert fitting.
28 août 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you very much for taking the time to leave us a 5-star review.
We’re delighted to hear that you were pleased with the communication throughout your experience with TWC Home Improvements, as well as the quality of the fitting. We pride ourselves on keeping our customers informed and ensuring every installation is completed to a high standard.
Your feedback is greatly appreciated by the whole team.
Thank you again for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
Ian was very professional and…
Ian was very professional and informative and not at all pushy.
The door was installed today and the fitters did an excellent job and we are very happy with our new door.
27 août 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you very much for taking the time to leave such a fantastic review.
We’re delighted to hear that Ian provided such a professional and informative service without being pushy. We believe our customers should always feel comfortable and have all the information they need to make the right decision for their home.
It’s also great to hear that you’re so pleased with your new door and that the fitting team did an excellent job. I’ll be sure to pass your kind comments on to Ian and the fitters.
Thank you again for choosing TWC Home Improvements and for sharing your experience.
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
Our second time using TWC
Our second time using TWC and our experience was just as good as the first. From the initial consultation to survey and fitting everything was handled professionally and efficiently. Shout out to Ben and Dan who fitted new patio doors and back door, who kept use informed about what they were doing and why. Very happy with both sets of doors and undoubtedly will use the company again when required.
19 août 2026
Avis spontané
Réponse de TWC Home Improvements
Dear Rachael,
Thank you so much for taking the time to leave this review, and thank you for choosing us a second time. Returning customers mean a great deal to us, so it's genuinely good to hear the experience matched the first.
I'll make sure Ben and Dan see your comments. Keeping customers informed as the work progresses is something we place a lot of emphasis on, so it's rewarding to know it came across on the day.
Enjoy the new patio doors and back door, and please don't hesitate to get in touch if we can help again in the future.
Kind regards,
Joseph Heaton
Director
‘Unparalleled service’ said the comedian
UPDATE:
fensa certificate all sorted which is good, soffit has been replaced after nearly 2 months. Once contact made by them was booked in very quickly so why the wait I don’t know?? Reason for no reply by the individual who was point of contact was because they were not even in the business at the time. Should have been clearly communicated with auto replies or someone else taking over not just leaving everything they are responsible for in the dust. I also struggle with reviews having been posted praising this individuals communication being posted at the same time as us being ghosted as they were not in the business maybe some people got replies others not? Still not been offered a reason for no one in customer service team contacting after 2 formal complaints. Will increase stars once this is done - will not be to 5 stars though haven’t decided yet. Builders who were doing the soffit did not have materials for it and did not know the person who said they had organised it to us (the point of contact). Once they had materials fine, found cigarette in grass tho, no problem with people smoking would appreciate it either being disposed of not in something potentially flammable (lots of pavement around grassed area). But at this point I don’t even care anymore lol
ORIGINAL:
Unfortunately, they damaged our roof (we are not complaining about the damage itself) and offered to fix it. We then agreed with their proposition to fix it about a month ago at which point we have now been ghosted. We have sent follow up emails and a formal complaint on the website where they say they will reply in 5 business days to the complaint - keep in mind the complaint is they're not replying to emails.
I fear replying to ONE email is not too complex but if that requires more than 5 business days that's okay but per their website:
"We will aim to resolve your complaint straight away but if we can’t, we will contact you within 5 business days to tell you"
And as you may guess, we have not received a response within their own deadline so they have also broken their own policy when dealing with the complaint.
Fine for installation nice builders, but good luck getting anything fixed if they damage anything. Would be fine to amend this review and increase the stars if this issue if resolved.
I can provide screenshots of all emails and the thank you confirmation that the complaint was received all of which are date stamped. As well as photographic evidence they are responsible for the damage on the roof.
They also messed up the fensa certificate and won’t reply to the email asking them to fix that, so don’t even take the fensa certification as a good thing when considering companies as it probably won’t even be right and they won’t attempt to fix it??
All in all it’s actually quite funny, wouldn’t recommend save your money. I’d rather have shit windows than a hole in my roof like I had before. Hopefully we don’t get any birds living up there, or damp from leakages but probably will if they don’t reply soon. That will be lovely for our bank accounts (sarcasm), but we were going to get a new big conservatory (probably a nice big job for them) and they will not even be considered unless an attempt to resolve this is made. Once again, reiterating that all they need to do is reply to an email - as in this large company claiming to offer unparalleled service can’t reply to one email? The company I bought a coffee from replied quicker and that cost exponentially less than these windows. I can also appreciate the man in question may be on holiday, in which case an auto reply stating this should be used instead of no reply.
13 juillet 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you for taking the time to set this out, and I'm sorry to read it.
If we've damaged your roof, agreed to put it right and then gone quiet on you, that isn't acceptable and it isn't how we operate. The same goes for a complaint sitting beyond our own five day response commitment, and for an error on your FENSA certificate. I'm not going to try to explain any of that away in a review reply.
The difficulty I have is that the review is posted under initials only, so I can't identify your job or find the email trail at our end to pick this up. Could you email me directly at joseph@twcframes.co.uk with your name, address and installation date, and I will look into it personally? Please don't worry about attaching the screenshots and photographs unless you'd like to — I'd rather find our own records and understand why nobody came back to you.
I'll take ownership of this from here and make sure you get an answer.
Joseph Heaton
Director
Good recovery by TWC and great installation
Day one was not a good experience, so asked for another team. What a difference on day two, Chris and Stu were great from start to finish, very professional, polite and respectful of us and our property. The very able Tony did a great job with the brickwork and plastering. Thanks to James for his swift action and organising the A team.
21 août 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you for this review, and for giving us the chance to put things right.
I'm sorry day one fell short of the standard we aim for. It shouldn't have taken a second team to get there, and I'll be looking into what went wrong on that first visit so we learn from it. What I'm pleased about is that you raised it and we acted quickly rather than leaving you to it.
I'll pass your thanks on to Chris, Stu and Tony, and to James for getting it reorganised. It's good to hear the finished job — brickwork and plastering included — has left you happy.
Thank you again for the fair and balanced feedback.
Joseph Heaton
Director
A couple of really nice guys fitting…
A couple of really nice guys fitting the windows over two days. Very hard working and always polite. Good job well done.
21 août 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you for the kind words, Ian. Hard working and polite is exactly what we ask of our fitting teams, so it's good to hear they delivered on both counts. I'll make sure the lads know.
Enjoy the new windows, and thanks for choosing us.
Joseph Heaton
Director
Yes this is a petty review but door to…
Yes this is a petty review but door to door marketing, politely said wasn't interested, carried on regardless, I said no three times, said no to the brochure. Posted through my door after I closed it... just because.
Guess what I am not interested.... and you can be sure now I never will be
20 août 2026
Avis spontané
Réponse de TWC Home Improvements
It isn't a petty review at all, and thank you for flagging it.
No means no, and once you'd said it the conversation should have ended there. Posting the brochure through after you'd declined it and closed the door made it worse. That isn't the standard we set for our canvassers and I'll be raising it with the team.
Joseph Heaton
Director
TWC came recommended
TWC came recommended. From sales to survey, to installation was smooth, quick and all members of staff were friendly and helpful.
The window installations were completed by Darren and Ricky who were polite, professional and friendly.
Great job.
18 août 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you very much for taking the time to leave such a fantastic review.
We’re delighted to hear that your experience with TWC Home Improvements was smooth and straightforward from the initial sales appointment through to the survey and installation. It’s great to know that our team were friendly and helpful throughout the process.
A special mention to Darren and Ricky for completing the window installations to such a high standard and for being polite, professional and friendly throughout. I’ll be sure to pass your kind comments on to them.
Thank you again for choosing TWC Home Improvements, and for your recommendation. Your feedback is greatly appreciated.
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
High quality products
From sales to survey and supply and installation everything went very smoothly. The installation technician Jamie was particularly professional and helpful
18 août 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you very much for taking the time to leave such a positive review.
We’re delighted to hear that everything went smoothly from the initial sales appointment through to the survey, supply and installation. It’s particularly pleasing to hear that Jamie was professional and helpful throughout the installation.
I’ll be sure to pass your kind comments on to Jamie, as feedback like this is always greatly appreciated.
Thank you again for choosing TWC Home Improvements and for taking the time to share your experience.
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
Very Good Workmanship
Everyone I have dealt with during the sales and installation process has been helpful and friendly.
My new front door and a window were installed yesterday. Dean arrived as arranged and carried out the installations with great care. He was friendly, took time to make sure I understood the new door lock thoroughly and left everything tidy.
Very pleased with the service throughout and the quality of the materials seems good.
17 août 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you very much for taking the time to leave such a fantastic review.
We’re delighted to hear that you were so pleased with the service from TWC Home Improvements, from the initial sales process through to the installation. It’s particularly pleasing to hear that Dean carried out the work with such care and attention to detail, while also taking the time to make sure you were fully comfortable using your new door lock.
I’ll be sure to pass your kind comments on to Dean, as feedback like this is greatly appreciated.
Thank you again for choosing TWC Home Improvements.
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
1st stage of our conservatory upgrade
1st stage of our conservatory upgrade, ie brickwork. Brickie Tom & Sam have done a super job. Attention to detail very thorough, careful to match new brickwork with old and making good old brickwork where necessary. Tidy and polite throughout and giving us confidence that the rest of the project will go well.
16 août 2026
Avis spontané
Réponse de TWC Home Improvements
Thank you very much for taking the time to leave such a wonderful review.
We’re delighted to hear that Tom and Sam have made such a great start to your conservatory upgrade. Their attention to detail and care in matching the new brickwork with the existing brickwork is exactly the standard we aim to achieve.
It’s also fantastic to hear that they were tidy and polite throughout the work, and that their efforts have given you confidence for the next stages of the project. I’ll be sure to pass your kind comments on to Tom and Sam.
Thank you again for choosing TWC Home Improvements, and we look forward to completing the rest of your project.
Kind regards,
Joseph Heaton
Director
TWC Home Improvements
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