Very professional service, from the sales (thanks, Sam!) initial approach through to the surveyor and then the lovely fitters Ricky and Darren. Plus the admin/ management ladies int the office. Thank... See more
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Review summary
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Reviews shaping this summary
Team Ricky and Darren arrived early and did a first rate job. They were in uniform the work was very good and they ensured everything was cleaned up before they departed, one pain was missing but a... See more
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... See more
Company replied
Appointment time made for a respectable time, and kept to. Reallu good choice of products. Great technology to show how my door would look on my house. Good price. Delivery agreed to my convenience.... See more
Company replied
Company details
Written by the company
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
Contact info
Woodside Road 15, SN3 4WA, Swindon, United Kingdom
- 01793 781413
- info@twcframes.co.uk
- twchome.co.uk
4.5
Excellent
871 reviews
Replied to 88% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Thank you to Valdi & Connor who…
Thank you to Valdi & Connor who installed our windows & door. Both of them explained about the installation & how to use everything. They did a brilliant job. We are very happy
23 June 2025
Unprompted review
Reply from TWC Home Improvements
Dear Amy,
Thank you so much for your brilliant 5-star review posted just 1 day ago! We’re absolutely overjoyed to hear about the fantastic job Valdi and Connor did installing your windows and door. It’s wonderful to know they took the time to explain everything clearly and left you very happy with the result—their dedication truly shines through! I’ll be sure to pass on your kind words to them, and they’ll be delighted to receive such praise.
We’re incredibly grateful for your feedback, and it’s a pleasure to see our team’s efforts appreciated. If you have any further questions about your installation or need additional support, please don’t hesitate to visit www.twchome.co.uk—we’d love to assist you again!
Thank you once again, Amy—your review is a real joy for us, and we hope to serve you in the future!
Warmest regards,
Joseph Heaton
Director
Windows replaced
This is the second time I have used TWC, this time replacing bedroom Windows, excellent communication, work and quality. Highly professional team would continue use them in the future, highly recommend.
30 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Jason Power,
Thank you so much for your fantastic 5-star review posted 4 days ago! We’re absolutely over the moon to hear about your wonderful experience with TWC Home Improvements, particularly with the replacement of your bedroom windows. It’s brilliant to know our team delivered excellent communication, outstanding work, and top-quality results—your loyalty as a repeat customer and your high recommendation fill us with pride! I’ll make sure to share your kind words with the team, who will be thrilled to hear this.
We’re incredibly grateful for your feedback, shared on Basic Invitation, and for choosing us again. It’s a privilege to serve valued customers like you, and we’re dedicated to keeping that standard high. If you have any further questions about your windows or need additional support, please don’t hesitate to visit www.twchome.co.uk—we’d love to assist you again down the line!
Thank you once again, Jason—your review is a real gem for us, and we look forward to the chance to work with you again!
Warmest regards,
Joseph Heaton
Director
TWC Home Improvements
Valdi was v professional
Valdi was v professional. He listened to my request to try and save the outside rendering when he fitted my bathroom window. Not a problem with the outside.
It was a pleasure meeting him. A great job!
5 June 2025
Unprompted review
Reply from TWC Home Improvements
Dear Shelagh Gough,
Thank you so much for sharing your feedback about TWC Home Improvements! I’m delighted to hear that Valdi was very professional when fitting your bathroom window yesterday. It’s wonderful to know he listened to your request to save the outside rendering and ensured there were no issues with the exterior—I’ll be sure to pass on your kind words to him, as he’ll be thrilled to hear this! I’m also so pleased that it was a pleasure to meet him and that you’re happy with the great job he did.
We’re truly grateful for your review and for choosing TWC. If you have any future projects or questions, please don’t hesitate to reach out to Valdi or me directly—we’d be more than happy to assist. Thanks again for your kind review, Shelagh!
Warm regards,
Joseph Heaton
Director
New conservatory roof
Excellent workmanship, very clean and tidy work men. Delighted with result. Lots of light
27 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Mrs. Crossley,
Thank you so much for sharing your feedback about TWC Home Improvements! I’m absolutely thrilled to hear that you’re delighted with your new conservatory roof, installed yesterday. It’s fantastic to know that our workmen demonstrated excellent workmanship, kept everything clean and tidy, and that the result has brought lots of light into your space—I’ll be sure to pass on your kind words to the team, as they’ll be so pleased to hear this!
We’re truly grateful for your review and for choosing TWC. If you have any future projects or questions, please don’t hesitate to reach out to me directly—I’d be more than happy to assist. Thanks again for your lovely review, Mrs. Crossley!
Warm regards,
Joseph Heaton
Director
Knocked at my door
Knocked at my door. Swore at me when I said I wasn't interested, then threw rubbish into my garden.
27 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Grant Hutchings,
Thank you for sharing your feedback about your recent encounter with a representative from TWC Home Improvements, and I’m deeply sorry for the unacceptable experience you had. As we discussed in our email correspondence, I was horrified to learn that the individual swore at you when you expressed you weren’t interested and then threw litter into your garden. This behaviour is completely against our values and the professional standards we uphold at TWC, and I sincerely apologise for the upset this caused you.
Following our email discussion, I want to confirm that we have taken swift action and dealt with the individual in question to ensure this does not happen again. As mentioned, we’d be more than happy to come and pick up the leaflets from your garden at a time that suits you—I’d like to personally ensure this is resolved for you.
Thank you for bringing this to our attention, Grant, and I’m so sorry again for the distress caused.
Warm regards,
Joseph Heaton
Director
Great Customer Service
TWC replaced my front door in April but I delayed my review until I'd lived with the door for a while to note any downsides, if any.
I arranged for a survey and Steve arrived to discuss my requirements and show and explain my options. There was no rush or any pressure on me to sign up for anything. I opted for a composite front door. A date and time was arranged to fit the new door. Valdi and Connor arrived spot on time. A big shout out to both of them as they just cracked on having confirmed all my requirements. I cannot fault the work that was carried out. I was amazed at the finish as I had expected to have to do some touching up inside and/or the outside. Everything was left in an excellent condition, all I had to do was shut the front door. I would have no hesitation in recommending TWC. Quality materials were used, workmanship was of a very high standard and unusually from my experience admin was reliable and trustworthy.
8 April 2025
Reply from TWC Home Improvements
Dear Tim,
Thank you so much for taking the time to share your detailed feedback about TWC Home Improvements on Trustpilot, and for waiting to review your new composite front door after living with it since April—I truly appreciate your thoughtful approach! I’m delighted to hear that you experienced great customer service throughout the process.
It’s fantastic to know that Steve provided a relaxed and informative survey, discussing your requirements and explaining your options without any rush or pressure—I’ll be sure to pass on your kind words to him. I’m equally thrilled that Valdi and Connor arrived spot on time for the installation, confirmed your requirements, and carried out the work to such a high standard. Your amazement at the finish, with no need for touch-ups inside or outside, and the excellent condition they left everything in, means a lot to us—a big shout out to them indeed! I’ll ensure they hear your praise, as they’ll be thrilled.
I’m also grateful for your comments on the reliable and trustworthy admin, as well as the quality materials used. Your 5-star review and wholehearted recommendation are incredibly valued. If you have any future projects or questions, please don’t hesitate to reach out to Steve, Valdi, Connor, or me directly—we’d be more than happy to assist. Thanks again for your amazing review, Tim, and for choosing TWC!
Warm regards,
Joseph Heaton
Director
Great product
Great product! Friendly and efficient staff. Very happy, thank you .
25 April 2025
Unprompted review
Reply from TWC Home Improvements
Dear Happy Customer,
Thank you so much for sharing your feedback about TWC Home Improvements! I’m thrilled to hear that you’re very happy with your great product, and that our staff were friendly and efficient throughout the process—I’ll be sure to pass on your kind words to the team, as they’ll be delighted to hear this!
We’re so grateful for your review and for choosing TWC. If you have any future projects or questions, please don’t hesitate to reach out to me directly—I’d be more than happy to assist. Thanks again for your wonderful review, and I’m so glad we could make you a happy customer!
Warm regards,
Joseph Heaton
Director
Very happy customer.
I previously used TWC and was overly satisfied with the service. There was no doubt that I wouldn't use them again. The start to the end of my purchase was dealt with professionally. From quote to fit I was kept informed. I must say both times the fitters have been remarkable. Very polite and clean tidy workers. The aftersales team are prompt on getting out you guarantee and certificates. Well done TWC I would recommend a nd use you again if required.
14 April 2025
Unprompted review
Reply from TWC Home Improvements
Dear Jenny,
Thank you so much for sharing your wonderful feedback about TWC Home Improvements! I’m absolutely thrilled to hear that, as a returning customer, you were once again overly satisfied with our service—so much so that there was no doubt you’d use us again. It’s fantastic to know that from the initial quote to the final fitting on 24 May 2025, the entire process was handled professionally, with clear communication throughout.
I’m especially delighted that our fitters were remarkable, polite, and left everything clean and tidy—your kind words about them mean a lot, and I’ll be sure to pass on your praise! It’s also great to hear that our aftersales team was prompt in providing your guarantee and certificates. Your recommendation and willingness to use us again if needed are truly appreciated, and we’re so grateful for your continued trust in TWC.
If you have any future projects or questions, please don’t hesitate to reach out to me directly—I’d be more than happy to assist. Thanks again for your glowing review, Jenny, and for being such a happy customer!
Warm regards,
Joseph Heaton
Director
James very good worker and friendly
James very good worker and friendly. An asset to the company.
22 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Stephen,
Thank you so much for sharing your feedback about TWC Home Improvements! I’m delighted to hear that James was a very good worker and friendly during his time working with you on 23 May 2025. It’s truly special to know you consider him an asset to our company—I’ll be sure to pass on your kind words to him, as he’ll be thrilled to hear this!
We’re so grateful for your review and for choosing TWC. If you have any future projects or questions, please don’t hesitate to reach out to James or me directly—we’d be more than happy to assist. Thanks again for your lovely review, Stephen!
Warm regards,
Joseph Heaton
Director
Valdi came and fitted our new front…
Valdi came and fitted our new front door. He was excellent and I’m very happy with the result. Thank you.
23 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Steve Cooper,
Thank you so much for sharing your feedback about TWC Home Improvements! I’m delighted to hear that Valdi did an excellent job fitting your new front door on 23 May 2025, and that you’re very happy with the result—I’ll be sure to pass on your thanks to him, as he’ll be thrilled to hear this!
We’re so grateful for your review and for choosing TWC. If you have any future projects or questions, please don’t hesitate to reach out to Valdi or me directly—we’d be more than happy to assist. Thanks again for your kind review, Steve!
Warm regards,
Joseph Heaton
Director
Valdi a professional installer.
Valdi was the consummate professional. The work was carried out with minimal disruption. He had a good sense of humour. Work was finished to a high standard.
Cannot rate him any higher.
20 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Brian,
Thank you so much for sharing your wonderful feedback about TWC Home Improvements! I’m absolutely thrilled to hear that Valdi was the consummate professional during your installation, carrying out the work with minimal disruption and finishing to a high standard. It’s fantastic to know you appreciated his good sense of humour as well—I’ll be sure to pass on your kind words to him, as he’ll be delighted to hear he couldn’t be rated any higher!
We’re so grateful for your review and for choosing TWC. If you have any future projects or questions, please don’t hesitate to reach out to Valdi or me directly—we’d be more than happy to assist. Thanks again for your glowing feedback, Brian!
Warm regards,
Joseph Heaton
Director
Average service, but at least good communication
Unfortunately I can only give an average scoring for TWC home improvements, due to mixturer of experience and quality of work
Positives
- Really nice show room and super friendly staff to show you around
- In case of any issue the communication was clear and quick, that includes the resolving of issues as well
- The quality of the composite door is actually really good
- Initial timeline was well kept (until issues happened)
Negatives
- Both doors which was ordered was not correctly made (front door, the design did not meet exactly what we ordered, back door the size was incorrect - front dooe we agreed to keep, back door was re-manufactured)
- Quality of work is varying depends on who is the installer (front door install was really nice, back door was a joke, altough I have to say it was resolved quickly).
I would expect better manufacturer and vendor service after all these years in the industry (all issues was related to manufacturer - I have been told).
16 April 2025
Unprompted review
Reply from TWC Home Improvements
Dear Mr. L. Fekete,
Thank you for taking the time to share your detailed feedback about your experience with TWC Home Improvements. I’m truly pleased to hear about the positives you noted, such as our nice showroom, the friendliness of our staff, the clear and quick communication when issues arose, the quality of the composite door, and our adherence to the initial timeline. It’s heartening to know these aspects met your expectations, and I’ll be sure to pass on your kind words to the team—they’ll be delighted to hear this!
That said, I’m genuinely sorry to hear about the challenges you faced, which led to an average experience overall. I deeply regret that both doors were not manufactured correctly—the front door design not fully matching your order and the back door being the wrong size. While I’m glad you were happy to keep the front door and that we promptly re-manufactured the back door, I’m disappointed to learn about the varying quality of installation, particularly with the back door. Although this was resolved quickly, I completely understand your frustration and your expectation for better manufacturing and vendor service after our many years in the industry. I’ve been informed these issues stemmed from the manufacturing process, and we’re actively working with our partners to ensure such errors don’t happen again in the future.
Your feedback is incredibly valuable, and I’d like to make things right. As a gesture of goodwill, I’d like to offer you a complimentary maintenance check for both doors to ensure everything is up to your satisfaction, along with a £50 voucher towards any future purchase with us. I hope this can help restore your confidence in TWC.
If you’d like to discuss your experience further or take advantage of the maintenance check, please don’t hesitate to reach out to me directly at 01793 781413 (Option 2) or via email at joseph@twcframes.co.uk. We’re committed to improving and ensuring every customer has a consistently excellent experience, and I’d value the opportunity to address your concerns personally. Thank you again for your honest review, Mr. Fekete, and for choosing TWC.
Warm regards,
Joseph Heaton
Director
Anthony and Liam
Just had a Lovely chap called Anthony on the door help me take the rubbish out for me he was really lovely and helpful.
iv also made a appointment with a chap called Liam who also was very polite on the phone to me.
and also i have a appointment at 7pm today which im also really looking forward to getting a new front door if the price is right.
15 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Wheeler,
Thank you so much for sharing your feedback about TWC Home Improvements! I’m so pleased to hear that Anthony, one of our lovely team members, was able to assist you by helping take out your rubbish—what a kind gesture! It’s wonderful to know he was so helpful and left such a positive impression. I’m equally delighted that Liam was very polite and professional when arranging your appointment—I’ll be sure to pass on your kind words to both of them, as they’ll be thrilled to hear this!
I hope your appointment at 7 PM this evening went well and that you’re as excited as we are about the possibility of getting a new front door, provided the price was right for you. If you have any questions following your appointment or need further assistance, please don’t hesitate to reach out to Liam, Anthony, or me directly—I’d be more than happy to help. Thanks again for your lovely review, Wheeler!
Warm regards,
Joseph Heaton
Director
New back door 🚪 😎
From ringing to get a quote to a finished job, excellent .the fitter valdi came worked hard delt with couple
of unexpected issues he sorted without any problem ,worked clean and tidy, all the finishing details 👌
13 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Guest,
Thank you so much for sharing your feedback about TWC Home Improvements! I’m thrilled to hear that your experience with your new back door 🚪 was excellent, from getting a quote to the finished job. It’s wonderful to know that our fitter, Valdi, worked hard, dealt with a couple of unexpected issues seamlessly, and kept everything clean and tidy while ensuring all the finishing details were spot on 👌. I’ll be sure to pass on your kind words to him—he’ll be chuffed to hear this!
We’re so grateful for your review and for choosing TWC. If you have any future projects or questions, please don’t hesitate to reach out to Valdi or me directly—we’d be delighted to assist. Thanks again for your amazing feedback! 😎
Warm regards,
Joseph Heaton
Director
Couldn't fault TWC from first enquiry…
Couldn't fault TWC from first enquiry right through to installation. Have recommended to a couple of neighbours so fingers crossed 🤞 Thank you from a very happy customer.
28 March 2025
Unprompted review
Reply from TWC Home Improvements
Dear Julia Collins-Avci,
Thank you so much for your fantastic review of TWC Home Improvements! I’m absolutely thrilled to hear that you couldn’t fault us from your first enquiry right through to installation—what a lovely compliment! It’s so rewarding to know you’ve had such a positive experience, and I’m especially grateful that you’ve recommended us to a couple of your neighbours. Fingers crossed indeed 🤞—we’d be delighted to help them too!
We’re so appreciative of your kind words and for choosing TWC. If you or your neighbours have any questions or future projects in mind, please don’t hesitate to reach out to me directly—I’d be more than happy to assist. Thanks again for being such a happy customer, Julia, and for your amazing feedback!
Warm regards,
Joseph Heaton
Director
TWC Home Improvements
Excellent explanation of the options…
Excellent explanation of the options available from Sam, not out to make a quick sale but show all the available options and ensure the right choice is being made. Good back up from Ben in the office too.
10 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Karen Fielding,
Thank you so much for sharing your feedback about TWC Home Improvements! I’m thrilled to hear that Sam provided an excellent explanation of the options available, focusing on ensuring you made the right choice rather than pushing for a quick sale. It’s fantastic to know he took the time to guide you through everything so thoroughly. I’m also delighted that Ben in the office offered great support—I’ll be sure to pass on your kind words to both of them, as they’ll be so pleased to hear this!
We’re truly grateful for your review and for choosing TWC. If you have any further questions or need assistance as your project progresses, please don’t hesitate to reach out to Sam, Ben, or me directly—we’d be delighted to help. Thanks again for your lovely comments, Karen!
Warm regards,
Joseph Heaton
Director
A new window, what a stunning job
What a stunning job. Dean turned up on time and was ready to start. Thoroughly nice bloke and a real craftsman. We only had one window changed but will be looking for more. TWC were professional in every way from start to finish. All in all a superb experience. Thanks again to all at TWC.
7 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Steve Wills,
I’m so grateful for your fantastic review of TWC Home Improvements! I’m thrilled to hear that Dean did a stunning job with your new window, arriving on time and ready to get started. It’s wonderful to know you found him to be a thoroughly nice bloke and a real craftsman—I’ll make sure he hears your kind words, as he’ll be absolutely chuffed! I’m equally delighted that you found TWC professional in every way, from start to finish, making it a superb experience for you.
Thank you for choosing TWC and for sharing your feedback. We’d be delighted to help with any future window replacements you’re considering, so please don’t hesitate to reach out to Dean or me directly—we’d love to assist. Thanks again for your brilliant review, Steve!
Warm regards,
Joseph Heaton
Director
Insulting experience.
One of TWC’s door-to-door salesmen knocked on my door last week. Lovely guy, friendly and not pushy at all. He explained that they are a local business and therefore pride themselves on delivering better customer service than the bigger, UK-wide companies. We are planning to put the house on the market quite soon, and I know our patio doors need replacing, so have been thinking for a while that I should get that sorted - so I arranged for someone to come out and provide a quote.
On the morning of the quote appointment, I got a call from them to confirm the time - they also wanted to confirm that my husband will be home when they come out? I was a bit shocked at that question and told the gentlemen that no, my husband will be at work, but I will be available as I have scheduled the quote during my lunch break. He then asked if they could come another time, perhaps one evening/weekend when my husband will be available too? Feeling a little more frustrated now, particularly because this is not the 1920’s and I am quite capable of making a decision without help or permission from my husband, I said that no, we are not available in the evenings or weekends. The response I received from the gentlemen on the phone…… ‘Okay, I think we’ll leave it then’.
So, from that conversation, I can only conclude that TWC are not interested in doing business with the ‘little women’ - not even ones like me, the main breadwinner, the sole name on the mortgage and the person who manages all of the finances.
Never mind, it’s their loss, I’ll just get a quote from one of the bigger UK-wide companies they think they’re better than.
Edited on 9th May: I have increased my original score from a 1 to a 4, based on the genuine and empathetic response I received to my review. Thank you.
6 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Jessica Earley,
I’m truly sorry to hear about your recent experience with TWC Home Improvements and for the frustration you felt during your interaction with our team. I sincerely apologise if our communication made you feel insulted in any way—that was never our intention.
I want to assure you that our request for both parties to be present during a quote visit is not rooted in any sexist assumptions. This is a standard practice we follow for all customers, whether that involves husbands and wives, partners, parents and children, or any other household combination. We provide a free service where we drive to your property at a time that suits you and offer a detailed quote. To ensure we get the quote right the first time, we ask that all decision-makers are present, as preferences like handle colours or opening styles can vary and significantly impact the price. Our goal is to avoid the added expense and inconvenience of multiple visits, ensuring efficiency for both you and our team.
I deeply regret that this policy was not explained clearly, and I’m sorry for how this came across. We absolutely value your business and would never intend to undermine your ability to make decisions.
I’d love the opportunity to make this right. We’re happy to reschedule a visit at a time that works for you guys, to provide the quote you need. Please feel free to reach out to me directly at joseph@twcframes.co.uk, and I’ll personally ensure your experience reflects the high standard of customer service we strive for at TWC.
Thank you for bringing this to our attention, and I hope to hear from you soon.
Best regards,
Joseph Heaton
Director
Very happy with the service we received…
Very happy with the service we received from Sam and Liam, very professional and gave us all the details needed.
Excellent offer as well as a quick service
3 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Juki,
I’m so thrilled to read your review of TWC Home Improvements! It’s fantastic to hear that you’re very happy with the service you received from Sam and Liam, and that they were professional while providing all the details you needed. I’m also delighted to know you found the offer excellent and appreciated our quick service—I’ll make sure Sam and Liam hear your wonderful feedback; they’ll be absolutely chuffed!
Thank you so much for sharing your experience and for choosing TWC. If you have any questions as your project moves forward or would like to discuss anything further, please don’t hesitate to reach out to Sam, Liam, or me directly—we’d be delighted to assist. Thanks again for your kind words, Juki!
Warmest regards,
Joseph Heaton
Director
New front door
Hi just had James one of your fitters come and fit our front door . He was extremely professional and polite and did a fantastic job. He is a credit to your company and I hope in future if we need anything else replacing we get him! Thankyou so much James !
2 May 2025
Unprompted review
Reply from TWC Home Improvements
Dear Barbara,
Thank you for sharing your review of TWC Home Improvements! I’m absolutely delighted to hear that James, one of our fitters, came to fit your new front door and did a fantastic job. It’s wonderful to know he was extremely professional and polite, and that you consider him a credit to our company—I’ll be sure to pass on your heartfelt thanks to him; he’ll be chuffed to bits!
I’m so pleased you had such a positive experience, and we’d be thrilled to have James return for any future projects you might need, such as replacing other items. We’re so grateful for your feedback and for choosing TWC. If you have any questions or would like to discuss future projects, please don’t hesitate to reach out to James or me directly—we’d love to assist again. Thank you for your kind words, Barbara, and enjoy your beautiful new front door!
Warmest regards,
Joseph Heaton
Director
TWC Home Improvements
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