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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I would give it 4.5 stars. Great experience start yo finish. Dealt with courteously on the phone. Salesman Del was much improved on his sales technique from our first encounter. Installation was... Voir plus
Over the moon with the customer service, the lock broke in my front door which I could no longer lock. Very helpful on the phone to sort out what lock I needed and someone was out within the hour w... Voir plus
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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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
942 avis
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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 janvier 2026
Avis spontané
Réponse de 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 janvier 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 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 décembre 2025
Avis spontané
Réponse de 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 janvier 2026
Avis spontané
Réponse de 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 janvier 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 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 janvier 2026
Avis spontané
Réponse de 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 décembre 2025
Avis spontané
Réponse de 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 décembre 2025
Avis spontané
Réponse de 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
Staff were friendly and knowledgeable…
Staff were friendly and knowledgeable about the products. Adam Thomley was great, answered all my questions. Highly recommend for lovely communication
30 octobre 2025
Avis spontané
Réponse de TWC Home Improvements
Thank you for the lovely review, Michelle!
We’re delighted to hear Adam looked after you so well and was able to answer all your questions clearly. Your kind words mean a lot to the team and we really appreciate you taking the time to leave feedback.
Kind regards,
Joseph Heaton, Director
Work carried out in the week 22nd…
Work carried out in the week 22nd October. Some pieces did not fit or were damaged. We were told the new items would be ordered immediately. We are still waiting for them to be fitted . We have phoned several times but no one phones back. We have text James , with no response. What else can we do !!! We have a twenty year guarantee and this is not being honoured.
Very disappointed and running out of patience.
Kevin and Margaret Crozier
22 octobre 2025
Avis spontané
Réponse de TWC Home Improvements
Hi Kevin & Margaret,
I’m really sorry to read this and genuinely confused, as this doesn’t tally with what we’re seeing our side.
James has not received any texts from you, and I’ve spoken with the project manager today who advised that they spoke with you last week and that you are booked in for this Thursday for the remedial items to be completed.
We absolutely intend to honour your 20-year guarantee and get everything finished to the standard you expected in the first place. If there’s been any crossed wires, I can only apologise.
Kind regards,
Joseph Heaton, Director
Excellent in every way.
Excellent in every way.
Courteous, professional, considerate to client and neighbours, very capable.
Rekindles our confidence in the home improvements industry.
Thank you
26 novembre 2025
Avis spontané
Réponse de TWC Home Improvements
Michael, thank you for such a thoughtful and uplifting review.
To hear that we’ve helped restore confidence in the home improvements industry genuinely means a great deal to our entire team. We take huge pride in being courteous, professional and respectful of our customers and their homes, so it’s brilliant to know that showed through.
Thank you again for your trust and kind words.
Joseph Heaton, Director
Dan, Ben and Brian
Dan, Ben and Brian did a fabulous job fitting our windows and they’re lovely guys to boot. Thanks ever so much!
3 novembre 2025
Avis spontané
Réponse de TWC Home Improvements
Thank you very much, Paul, for taking the time to leave this review.
It’s great to hear that Dan, Ben and Brian did such a fabulous job fitting your windows – and even better to know you found them a pleasure to have around. I’ll be sure to pass on your kind words to the team, it really means a lot to them.
Thank you again for choosing TWC.
Best regards,
Joseph Heaton, Director
Awful company
Awful company, they were messy, left gaps round the windows, communication was appalling!
3 novembre 2025
Avis spontané
Réponse de TWC Home Improvements
Hi Jess,
Thank you for taking the time to leave feedback, and I’m genuinely sorry to hear you feel this way.
We did speak on the phone after the installation and I believed we were in the process of arranging the return visit to put everything right. I completely understand how frustrating it must have been to still see issues after we left.
Please accept my apologies for the poor communication and the mess caused – that’s not the standard we aim for. I’d really like to get this resolved for you properly and as quickly as possible. Could you please give me a quick call or text on 07593 580208 so we can book the return visit at a time that suits you?
Looking forward to putting this right.
Best regards,
Joseph Heaton
07593 580208
Poor installation, cannot get repairs done
The original installer drilled a hole by mistake in the front door while fitting the house number - despite heavy rain risking water ingress into the door structure - a month later it has still not been repaired. The same installer knocked plaster off the interior wall while fitting the door, and filled a big area with window silicone!!! Still not repaired.
27 octobre 2025
Avis spontané
Réponse de TWC Home Improvements
Hi,
We’re really sorry to read this and this is nowhere near the standard we expect from our team. There is absolutely no excuse for leaving a hole drilled in your door (especially exposed to the rain) or for the poor plaster repair with silicone. You’re completely right to be frustrated.
We want to get this fixed for you properly and as a matter of urgency.
Could you please either reply here with your full name and postcode, or give me a quick call/text on 07593 580208 (Joseph Heaton) joseph@twcframes.co.uk so I can locate your job straight away and arrange for one of our senior fitters to come out and put everything right – new door repaired or replaced if needed, plaster properly patched and made good, all at our cost of course.
I’m personally going to make sure this is sorted quickly and to a high standard this time.
Thank you for bringing it to our attention, and I’m very sorry again for the inconvenience and poor service so far.
Best regards
Joseph Heaton
07593 580208
Stu was fantastic he was friendly and…
Stu was fantastic he was friendly and very professional and very helpful. He done a brilliant job well done highly recommend to anyone
21 novembre 2025
Avis spontané
Réponse de TWC Home Improvements
Hi Elizabeth,
Thank you so much for your lovely 5-star review, we really appreciate you taking the time to share your experience!
Stu is absolutely over the moon today, three fantastic reviews from the Campbell family has properly made his week! 🙌
He’ll be delighted to hear you found him friendly, professional, and helpful, and that you’re so pleased with the brilliant job he’s done.
It means the world to us that you’d happily recommend Stu and TWC to others. Positive feedback like yours is the best reward for the team.
If there’s ever anything more we can do (now or in the future), please don’t hesitate to get in touch; we’d love to look after you again.
Wishing you all the best,
Joseph Heaton
Director
TWC Home Improvements
Stu was very happy and professional and…
Stu was very happy and professional and very friendly definitely recommend.fantastic job done couldn’t faulted him in anything he done job well done
21 novembre 2025
Avis spontané
Réponse de TWC Home Improvements
Hi Trevor,
Wow, thank you for a glowing 5-star review! 🙌
Stu is going to have a massive smile when I show him both yours and Louise’s feedback today; two fantastic reviews in one job, he’ll be made up! It’s brilliant to hear how happy, professional, and friendly he was, and that the finished job is absolutely spot-on.
We’re incredibly proud of Stu and the whole fitting team, and lovely comments like yours really do make all the hard work worthwhile.
Thank you both for choosing TWC and for taking the time to let everyone know about your experience. If there’s ever anything else you need, please don’t hesitate to give us a call; we’d be delighted to help again.
All the very best,
Joseph Heaton
Director
TWC Home Improvements
Stu was very professional and very…
Stu was very professional and very friendly. Done an Absolute fantastic job could’ve asked for anybody better and will highly recommend him to friends and family in the future
21 novembre 2025
Avis spontané
Réponse de TWC Home Improvements
Hi Louise,
Thank you so much for your fantastic 5-star review – we’re absolutely delighted to read this!
Stu will be over the moon when I share your kind words with him. He’s one of our longest-serving and most popular fitters, and feedback like yours is exactly why – professional, friendly, and always goes above and beyond to make sure the job is spot-on.
It means a huge amount to all of us at TWC that you’re so pleased with the work and that you’d happily recommend Stu (and us!) to your friends and family. Word-of-mouth is still the best compliment we can receive.
If you ever need anything else – adjustments, aftercare, or future projects – please don’t hesitate to get in touch. We’d love to look after you again.
Wishing you all the best,
Joseph Heaton
Director
TWC Home Improvements
Gorgeous windows…….but
A year ago I had windows fitted (Nov 2024) the fitting went smoothly apart from French doors I wanted installed, which was a major job and there were a few problems which was eventually solved but it did take several months, which was due in part to lack of communication between departments. The installation as a whole even with the problems we had I’m more than pleased with, the windows are beautiful and the guys who fitted them were great. BUT one thing stands out for me, the company lets itself down with their internal communication all the staff are more than friendly but problems and requests never seem to get to the correct person or, doesn’t get passed on at all or, said person doesn’t see them,or act on them not really sure, you get plenty of apologies and we do get there in the end but it takes a long time, also it would be nice to have a verification text or message to let you know if and when they will arrive like most companies do and not for me to have to ring and find out. If they could just get that sorted it would be a 5 star from me.
1 janvier 2025
Avis spontané
Réponse de TWC Home Improvements
Hi Janet,
Thank you so much for taking the time to leave such a detailed and honest review – and for your patience throughout the process last year.
First and foremost, I’m really pleased to hear how much you love the windows and that, overall, you’re happy with the final result. It’s great that the fitting team looked after you on the day and that the French doors (despite the challenges) are now exactly as you wanted them.
I’m genuinely sorry, however, for the frustration caused by the internal communication issues and the length of time it took to get everything resolved. You’re absolutely right – friendly staff are important, but clear, proactive communication between departments and with our customers is non-negotiable, and we clearly fell short on that occasion. The lack of confirmation texts or messages when arranging visits is also a fair point, and something most customers now rightly expect.
Since your installation we have made significant changes behind the scenes: new project-coordination software, a dedicated customer care team who now oversee every job from survey to aftercare, and automated text/email updates confirming visit dates and times. I wish these had been in place when you had your work done.
Your feedback has been incredibly valuable (reviews like yours are exactly what push us to keep improving), and I’m grateful you shared it rather than just walking away disappointed.
If there’s ever anything you need in the future – whether it’s a small adjustment, aftercare, or even just a chat about further improvements – please contact me directly. I’d be more than happy to make sure everything runs smoothly next time.
Once again, thank you for your honesty and for still speaking so positively about the product and the team despite the hiccups.
Warm regards,
Joseph Heaton
Director
TWC Home Improvements
Knowledgeable and helful staff
Knowledgeable and helful staff, with excellent communication. The work was carried out by an excellent technician who made a perfect job and tidied up after himself. The follow up by Adam Thomley to check all was well and offer advice on other improvemnets that can be made on my windows and doors was excellent.
20 novembre 2025
Avis spontané
Réponse de TWC Home Improvements
Hi Colin,
Thank you so much for your fantastic 5-star review – it’s genuinely made our day!
We’re delighted to hear that you were impressed with the team’s knowledge, communication, and the quality of the installation. It’s great to know the technician left everything spotless too – that’s the level of care we always strive for.
A huge thank you as well for your kind words about Adam Thomley; he’ll be thrilled when I pass this on. It’s exactly that follow-up and helpful advice that we pride ourselves on at TWC.
We really appreciate you taking the time to share your experience and for choosing us for your home improvements. If there’s ever anything else we can help with – now or in the future – please don’t hesitate to get in touch.
Wishing you all the best,
Joseph Heaton
Director
TWC Home Improvements
Too early for a judgement on…
Too early for a judgement on performance of the product but first impressions are very favourable. The two installers Nico and Connor were excellent and not withstanding first sentence would recommend your company (particularly the installation staff) Work dates 13&15th November 2025
13 novembre 2025
Avis spontané
Réponse de TWC Home Improvements
Hi Ian,
Thank you for your feedback and for taking the time to share your first impressions.
I’m really pleased to hear Nico and Connor made such a positive impact — they’re excellent installers and a real credit to the team. It’s great to know you’d recommend us based on their workmanship.
If you need anything at all as you settle in with your new products, just let us know. We’re here to help.
Joseph Heaton, Director
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