Verified Company
TWC great service. Easy to contact. All staff friendly and helpful.
Our new door was fitted by Nico who went over and beyond making sure everything was done to our satisfaction. One query regarding locks and this was dealt with easily and quickly next day. Certainly recommend TWC home improvements for their choice of products, friendly and knowledgeable staff and after sales service
Reply from TWC Home Improvements
2025.11.26
Thank you so much, Linda, for your wonderful review.
I’m really pleased to hear you found us easy to contact and that the whole team were friendly and helpful. Nico will be delighted to know you appreciated the extra care and effort he put into fitting your new door – and I’m glad your lock query was sorted quickly for you too.
Thank you also for sharing the photo of your new door, it really helps others see the quality of our work. We truly appreciate the recommendation and your kind words about our products and after-sales service.
Best regards,
Joseph Heaton, Director
I’m really pleased to hear you found us easy to contact and that the whole team were friendly and helpful. Nico will be delighted to know you appreciated the extra care and effort he put into fitting your new door – and I’m glad your lock query was sorted quickly for you too.
Thank you also for sharing the photo of your new door, it really helps others see the quality of our work. We truly appreciate the recommendation and your kind words about our products and after-sales service.
Best regards,
Joseph Heaton, Director
Really impressed with the service at TWC. Adam Thomley looked after me and was incredibly helpful. He gave me all the info I needed and his product knowledge was top-tier. I really appreciated that he didn't give me the 'hard sell'—I never felt obligated to buy, just supported. Highly recommended.
Reply from TWC Home Improvements
2025.11.26
Thank you, Sean, for the fantastic review.
I’m delighted to hear that Adam looked after you so well. His product knowledge and approach are exactly what we aim for – helpful, informative and never pushy. It’s great to know you felt supported rather than pressured, as that’s how buying home improvements should be.
Thank you for recommending TWC – it really means a lot to us.
Best regards,
Joseph Heaton, Director
I’m delighted to hear that Adam looked after you so well. His product knowledge and approach are exactly what we aim for – helpful, informative and never pushy. It’s great to know you felt supported rather than pressured, as that’s how buying home improvements should be.
Thank you for recommending TWC – it really means a lot to us.
Best regards,
Joseph Heaton, Director
We were already TWC customers, when their representative Steve Webb
knocked on our door to say they were working near by. He was very kind, polite and professional in answering some questions we had about guttering, and reminded us we had a long guarantee on our TWC guttering.
Rogers Family
Reply from TWC Home Improvements
2025.11.26
Thank you so much, Christine, for taking the time to leave this lovely review.
I’m really pleased to hear that Steve looked after you so well – kindness, politeness and professionalism are exactly what we expect from our team, and it’s great to know he was able to answer your questions and remind you about the guarantee on your guttering.
We really appreciate your continued trust in TWC and the custom from the Rogers family.
Best regards,
Joseph Heaton, Director
I’m really pleased to hear that Steve looked after you so well – kindness, politeness and professionalism are exactly what we expect from our team, and it’s great to know he was able to answer your questions and remind you about the guarantee on your guttering.
We really appreciate your continued trust in TWC and the custom from the Rogers family.
Best regards,
Joseph Heaton, Director
All parts of the process were excellent. Darron & Ricky worked very hard, and efficiently. I am very pleased with the installed 5 windows.
Reply from TWC Home Improvements
2025.11.26
Dear David,
I just wanted to personally reach out and say a huge thank you for the wonderful review you posted yesterday. Reading that “all parts of the process were excellent” and that you’re very pleased with the five new windows truly means a lot to the entire team here at The Window Company.
A special thank-you for recognizing Darron and Ricky by name — they both put in tremendous effort on your project, and I’ll be sure to pass along your kind words. Feedback like yours is exactly what motivates us to keep raising the bar.
Please enjoy the improved comfort, light, and energy efficiency your new windows are providing. If anything ever needs attention or if you have any questions in the future, my door (and inbox) is always open.
Thank you once again for your trust in us and for taking the time to share your experience.
Warmest regards,
Joseph Heaton
Director
I just wanted to personally reach out and say a huge thank you for the wonderful review you posted yesterday. Reading that “all parts of the process were excellent” and that you’re very pleased with the five new windows truly means a lot to the entire team here at The Window Company.
A special thank-you for recognizing Darron and Ricky by name — they both put in tremendous effort on your project, and I’ll be sure to pass along your kind words. Feedback like yours is exactly what motivates us to keep raising the bar.
Please enjoy the improved comfort, light, and energy efficiency your new windows are providing. If anything ever needs attention or if you have any questions in the future, my door (and inbox) is always open.
Thank you once again for your trust in us and for taking the time to share your experience.
Warmest regards,
Joseph Heaton
Director
Can't leave 0 stars unfortunately. Not one positive experience with this company from the quotation, installation, customer service or aftercare. Knocked on my door in April offering a quote. Stupidly agreed. Purchased a set of patio doors and a window on a finance agreement and a 7 month hell began.
Quote for whole house was £40k. Said it was too expensive, so it was reduced to £20k in a heartbeat. We asked for a price for aluminium bifolds. Salesman refused and quoted us for PVC sliding patio doors instead. Went ahead because they claimed to use all their own workmen, the product was 'more reliable' and because of the 10-year warranty period.
May - Installation took place with snagging items left over. Aftersales disappeared. Emails and phone calls were ignored. Then the sliding door stopped operating smoothly and took 2 hands just to lock it. Eventually got someone by phone who arranged for the snagging items to be completed in July and for the operation to be checked. Installation team came out, snagging left incomplete and WD40 was sprayed all over the rails.
July - Continued having problems but all contact was ignored. Then we opened the window and couldn't close it. Phone and voicemails went unanswered. Worked my way up by email, including Joseph Heaton (no response) as his name is on the responses to these Google reviews (though I'm sure it's not him) and eventually made contact with the Ops Manager who arranged an inspection. Inspection concluded installation of the doors and the window was poor, but again all contact stopped. Filed a Section 75 claim with the finance company which got things moving again.
August - Second installation carried out by 'their best team who do their best work' where everything was removed and 'reinstalled properly'. 18 hours later, the doors weren't operating again.
September - another inspection. This time, it was deemed the product had been faulty all along with massive curves in the sill, the frame and the doors visible to the eye. Were offered a discount on the aluminium bifolds we originally wanted, a free replacement of the PVC doors, or a refund if we returned the doors we had but TWC wouldn't provide any information about how our house would be left secure and weather tight upon removal.
Then we asked how much the refund would be - the original purchase agreement didn't itemise the doors and window. Was told the 900x1100 window poorly installed first time around was £1,210 and we would only receive a refund of £2,890 for the 2500x2500 doors despite the awful experience we had had throughout. Challenged the price - was told 'nothing could be done' despite the fact prices are made up on the spot.
October - TWC agreed to let us remove the doors so we could make our house secure upon their removal - they had provided no options about how they would do this. Upon removing decorative trims from around the frame all we could see was daylight. No thermal break around the frame and no damp proof course under the sill, allowing all moisture and cold into our house. Their 'best work' by their 'best team'. To cause more offense, one of the men collecting them kept calling me 'babe'.
November - Fight with the loan company to ensure all payments made to date would be offset against the window, and we wouldn't be charged any interest against the doors.
The stress and anxiety this whole process caused us can't be put into words, and the amount of time we have had to put in to get this resolved has been immeasurable. TWC have offered no apology and no compensation for this experience - only a discount off a future purchase.
It won't surprise me if the next 10-20 reviews left after this are all 5* positive ones from people who have apparently had positive experiences from quotes to bump mine down the list. Scroll back far enough and you'll see this is what happens after TWC receive a negative review.
Reply from TWC Home Improvements
2025.11.24
Hi Michaela,
Thank you for taking the time to leave a review, and I’m genuinely sorry that your experience with us fell so far short of what you (and we) expect. Reading through everything you’ve been through over the last seven months, I can completely understand why you feel so frustrated and let down. No customer should have to chase for months, deal with repeated faults, or feel ignored – that’s not how we want to operate, even if we clearly failed you on this occasion.
A few points just to clarify the record:
We do have a 20-year profile guarantee and a 10-year insurance-backed guarantee and at any point we were ready and willing to replace or repair the doors under that guarantee. Unfortunately, once the doors had been removed by a third party it was no longer possible for us to carry out remedial work or a like-for-like replacement.
The refund breakdown we provided (£1,210 for the window and £2,890 for the 2.5 m × 2.5 m PVC sliding doors) was based on the standard separate selling prices for those items, because the original finance agreement (like almost all of our agreements) showed only the total package price rather than individual item costs.
I personally do read and respond to every review (good and bad) – it really is me replying, not an agency or a staff member pretending to be me.
We’re not a perfect company, we have never claimed to be, this case has highlighted areas where our communication, follow-up processes, and installation quality control let you down badly. I’m sorry we didn’t manage to turn things around before it reached the point of removal and refund. We have refunded the doors in full via the finance company and have asked them to ensure no further interest is applied and that all payments made to date are correctly reallocated to the remaining window.
If there is anything further we can do please don’t hesitate to get in touch with me directly.
My email: joseph@twcframes.co.uk
My mobile: 07593 580208 – I’ll answer or call straight back.
Wishing you all the best with your new doors – I hope they serve you brilliantly for many years to come.
Kind regards,
Joseph Heaton
Director – TWC Home Improvements
01793 781413 | joseph@twcframes.co.uk
Thank you for taking the time to leave a review, and I’m genuinely sorry that your experience with us fell so far short of what you (and we) expect. Reading through everything you’ve been through over the last seven months, I can completely understand why you feel so frustrated and let down. No customer should have to chase for months, deal with repeated faults, or feel ignored – that’s not how we want to operate, even if we clearly failed you on this occasion.
A few points just to clarify the record:
We do have a 20-year profile guarantee and a 10-year insurance-backed guarantee and at any point we were ready and willing to replace or repair the doors under that guarantee. Unfortunately, once the doors had been removed by a third party it was no longer possible for us to carry out remedial work or a like-for-like replacement.
The refund breakdown we provided (£1,210 for the window and £2,890 for the 2.5 m × 2.5 m PVC sliding doors) was based on the standard separate selling prices for those items, because the original finance agreement (like almost all of our agreements) showed only the total package price rather than individual item costs.
I personally do read and respond to every review (good and bad) – it really is me replying, not an agency or a staff member pretending to be me.
We’re not a perfect company, we have never claimed to be, this case has highlighted areas where our communication, follow-up processes, and installation quality control let you down badly. I’m sorry we didn’t manage to turn things around before it reached the point of removal and refund. We have refunded the doors in full via the finance company and have asked them to ensure no further interest is applied and that all payments made to date are correctly reallocated to the remaining window.
If there is anything further we can do please don’t hesitate to get in touch with me directly.
My email: joseph@twcframes.co.uk
My mobile: 07593 580208 – I’ll answer or call straight back.
Wishing you all the best with your new doors – I hope they serve you brilliantly for many years to come.
Kind regards,
Joseph Heaton
Director – TWC Home Improvements
01793 781413 | joseph@twcframes.co.uk
Just had Joe round to do a quote for a new bespoke door (& windows).
V friendly. Knows his stuff very well. Clear communicator and not at all pushy. Now we've just got to pick which door we'd like. Would highly recommend!
Reply from TWC Home Improvements
2025.11.20
Dear Wendy,
Thank you so much for taking the time to leave such a lovely review—it really made my day!
I’m delighted you found the visit helpful and relaxed, and I’m glad I was able to give you plenty of options without any pressure. Choosing the perfect bespoke door is the fun part, and I’m here anytime if you’d like to bounce ideas around or need a bit more info on any of the styles.
We’re really looking forward to getting it made and installed for you. Thanks again for the kind words and for recommending us—it means a lot.
Best wishes,
Joseph Heaton
Director
Thank you so much for taking the time to leave such a lovely review—it really made my day!
I’m delighted you found the visit helpful and relaxed, and I’m glad I was able to give you plenty of options without any pressure. Choosing the perfect bespoke door is the fun part, and I’m here anytime if you’d like to bounce ideas around or need a bit more info on any of the styles.
We’re really looking forward to getting it made and installed for you. Thanks again for the kind words and for recommending us—it means a lot.
Best wishes,
Joseph Heaton
Director
Hi, I'm delighted with the service we've received so far, from the knock at the door to the sales team visit by Sam Shah. Sam was, friendly, informative and knowledgeable about what TWC could offer, my husband and I were a little unsure of what we could do with the access to our garden; Sam gave us option and sound advice. We're currently waiting on the bespoke doors to be manufactured, we'll be providing a final review on completion but so far we cannot fault the process. Thank you 😊
Reply from TWC Home Improvements
2025.11.20
Dear Gayle,
Thank you so much for taking the time to leave such a kind review – it really means a lot to the whole team here at TWC.
I’m delighted to hear that you and your husband have felt looked after from the very first knock on the door, and I’ll make sure Sam sees your lovely comments – he’ll be thrilled!
We’re excited to get your bespoke doors fitted and can’t wait to hear how pleased you are once everything is finished. In the meantime, if there’s anything at all you need, please don’t hesitate to get in touch.
Thanks again for choosing TWC and for your very kind words 😊
Best wishes,
Joseph, Director
Thank you so much for taking the time to leave such a kind review – it really means a lot to the whole team here at TWC.
I’m delighted to hear that you and your husband have felt looked after from the very first knock on the door, and I’ll make sure Sam sees your lovely comments – he’ll be thrilled!
We’re excited to get your bespoke doors fitted and can’t wait to hear how pleased you are once everything is finished. In the meantime, if there’s anything at all you need, please don’t hesitate to get in touch.
Thanks again for choosing TWC and for your very kind words 😊
Best wishes,
Joseph, Director
Reply from TWC Home Improvements
2025.11.19
Hi there,
Thank you so much for leaving us a 5-star rating — we really appreciate it! ⭐ If there’s anything more we can help with or if you’d like any further support moving forward, please feel free to get in touch.
Thanks again for choosing TWC.
Joseph Heaton, Director
Thank you so much for leaving us a 5-star rating — we really appreciate it! ⭐ If there’s anything more we can help with or if you’d like any further support moving forward, please feel free to get in touch.
Thanks again for choosing TWC.
Joseph Heaton, Director
Met with Ian Butler to discuss options for a replacement front door. Ian was polite and courteous; he was extremely knowledgeable about the products and took time to discuss the options available. Most importantly, there was no pressure or hard sell.
Reply from TWC Home Improvements
2025.11.18
Hi Gill,
Thank you so much for your lovely 5-star review.
I’m delighted to hear that Ian provided such a positive experience. Polite, knowledgeable and zero pressure is exactly how we want every appointment to feel, so it’s great to know he delivered that for you.
If you have any further questions or would like to revisit any of the options, we’re only a phone call away.
Thank you again for taking the time to share your feedback.
Joseph Heaton, Director
Thank you so much for your lovely 5-star review.
I’m delighted to hear that Ian provided such a positive experience. Polite, knowledgeable and zero pressure is exactly how we want every appointment to feel, so it’s great to know he delivered that for you.
If you have any further questions or would like to revisit any of the options, we’re only a phone call away.
Thank you again for taking the time to share your feedback.
Joseph Heaton, Director
Met with Ian from TWC on 07/11/2025 who was very professional throughout his visit. We talked through the options available and the services offered by TWC - which were all very clear and well put across.
An excellent price was provided with next steps explained - all in all a very visit
Reply from TWC Home Improvements
2025.11.18
Hi Bradley,
Thank you for the fantastic 5-star review.
I’m really pleased to hear that Ian looked after you so well. He takes great pride in being clear, professional and thorough, so it’s great to see that coming across during your visit.
If you need anything at all as you move forward with your plans, please don’t hesitate to get in touch — we’re always happy to help.
Thanks again for taking the time to leave your feedback.
Joseph Heaton, Director
Thank you for the fantastic 5-star review.
I’m really pleased to hear that Ian looked after you so well. He takes great pride in being clear, professional and thorough, so it’s great to see that coming across during your visit.
If you need anything at all as you move forward with your plans, please don’t hesitate to get in touch — we’re always happy to help.
Thanks again for taking the time to leave your feedback.
Joseph Heaton, Director
Toby knocked the door today to see if we would be interested in a free no obligation quote for windows. I found him to be very polite and knowledgeable, a great asset to your company.
Reply from TWC Home Improvements
2025.11.11
Thanks so much, Shelly!
Toby will be chuffed to hear this. We’re pleased you found him polite and knowledgeable—no pressure, just clear info and a free, no-obligation quote is exactly what we aim for.
If you’d like any options, visuals, or a showroom visit, we’re here to help.
Kind regards,
Joseph Heaton, Director
TWC Home Improvements
Toby will be chuffed to hear this. We’re pleased you found him polite and knowledgeable—no pressure, just clear info and a free, no-obligation quote is exactly what we aim for.
If you’d like any options, visuals, or a showroom visit, we’re here to help.
Kind regards,
Joseph Heaton, Director
TWC Home Improvements
Steve was a very nice man and I didn’t feel any pressure off of him to purchase anything. He was honest and upfront with me as I have a very small front door so the amount of products was very limited.
Reply from TWC Home Improvements
2025.11.10
Thank you, Sonia, for your lovely review.
I’m really pleased to hear that Steve looked after you so well. We pride ourselves on honest, no-pressure advice, so it’s great to know you felt comfortable throughout and that he explained the options clearly, especially with the restrictions of a smaller front door.
If you ever need anything in the future, we’re always here to help.
Joseph Heaton, Director
I’m really pleased to hear that Steve looked after you so well. We pride ourselves on honest, no-pressure advice, so it’s great to know you felt comfortable throughout and that he explained the options clearly, especially with the restrictions of a smaller front door.
If you ever need anything in the future, we’re always here to help.
Joseph Heaton, Director
We live 30 miles from TWC. A really charming young sales agent cold called a our front door one rainy afternoon, and was so helpful, informative and positive that I’ve saved his card and will definitely be in touch just as soon as we’ve paid off our Christmas debts.
Reply from TWC Home Improvements
2025.11.06
Hi Phil,
Thank you so much for the lovely five-star review!
It’s great to hear that our sales agent made such a positive impression — especially on a rainy afternoon and even 30 miles from us! We’re really proud of how friendly and informative our team are at the door.
No rush at all — whenever the time is right after Christmas, we’ll be here and happy to help.
Kind regards,
Joseph Heaton, Director
Thank you so much for the lovely five-star review!
It’s great to hear that our sales agent made such a positive impression — especially on a rainy afternoon and even 30 miles from us! We’re really proud of how friendly and informative our team are at the door.
No rush at all — whenever the time is right after Christmas, we’ll be here and happy to help.
Kind regards,
Joseph Heaton, Director
Liam Plumley knocked my door today, he was very nice and not pushy, he also informed me some great knowledge on my windows and doors. I did not book an appointment but will definitely be calling up in the future.
Reply from TWC Home Improvements
2025.11.06
Hi Andrew,
Thank you for the brilliant five-star review!
Great to hear that Liam made such a positive impression — he’s friendly, knowledgeable and never pushy, exactly how we want our team to be at the door. We really appreciate you taking the time to share your experience.
Whenever you’re ready in the future, we’ll be here and happy to help.
Kind regards,
Joseph Heaton, Director
Thank you for the brilliant five-star review!
Great to hear that Liam made such a positive impression — he’s friendly, knowledgeable and never pushy, exactly how we want our team to be at the door. We really appreciate you taking the time to share your experience.
Whenever you’re ready in the future, we’ll be here and happy to help.
Kind regards,
Joseph Heaton, Director
Alfie Drinkwater very professional and polite young man
Reply from TWC Home Improvements
2025.11.06
Hi Daniel,
Thank you so much for the five-star review!
We’re really pleased to hear that Alfie made such a positive impression — he’s a very polite and professional young man, and feedback like this means a great deal to him and the whole team.
Thanks again for choosing TWC, Daniel.
Kind regards,
Joseph Heaton, Director
Thank you so much for the five-star review!
We’re really pleased to hear that Alfie made such a positive impression — he’s a very polite and professional young man, and feedback like this means a great deal to him and the whole team.
Thanks again for choosing TWC, Daniel.
Kind regards,
Joseph Heaton, Director
We had Steve come around to do a quote for us. Couldn't have been more friendly. Very happy.
Reply from TWC Home Improvements
2025.11.05
Hi Jay,
Thank you for the fantastic 5-star review!
Great to hear Steve made such a positive impression — he’s friendly, knowledgeable, and always aims to make the quoting process as easy and relaxed as possible.
If you need anything else or have any further questions, we’re always here to help.
Kind regards,
Joseph Heaton, Director
Thank you for the fantastic 5-star review!
Great to hear Steve made such a positive impression — he’s friendly, knowledgeable, and always aims to make the quoting process as easy and relaxed as possible.
If you need anything else or have any further questions, we’re always here to help.
Kind regards,
Joseph Heaton, Director
Saw an ad for this company on social media. After registering my interest in a new front door,I was shortly called to book a visit from one of their sales person. Next day,Steve came to visit us and discuss about our ideeas. Very friendly and helpful.
Reply from TWC Home Improvements
2025.11.05
Hi Catalin,
Thank you for the brilliant 5-star review!
I’m really pleased to hear that Steve looked after you so well — he’s friendly, knowledgeable, and great at helping customers turn their ideas into a clear plan. It’s fantastic to know the process felt smooth from enquiry to visit.
If you need anything else at all as you move forward with your project, we’re always here to help.
Kind regards,
Joseph Heaton, Director
Thank you for the brilliant 5-star review!
I’m really pleased to hear that Steve looked after you so well — he’s friendly, knowledgeable, and great at helping customers turn their ideas into a clear plan. It’s fantastic to know the process felt smooth from enquiry to visit.
If you need anything else at all as you move forward with your project, we’re always here to help.
Kind regards,
Joseph Heaton, Director
Really excellent service from Delroy. Very professional. Sound advice given. Didn’t put us under any pressure to proceed. Would definitely recommend 👍
Reply from TWC Home Improvements
2025.11.05
Hi Kristi,
Thank you so much for the fantastic review!
Delroy will be thrilled to hear your kind words — he prides himself on offering sound, professional advice with absolutely no pressure, so it’s great to know that came across.
We really appreciate the recommendation and the time you took to leave feedback.
Kind regards,
Joseph Heaton, Director
Thank you so much for the fantastic review!
Delroy will be thrilled to hear your kind words — he prides himself on offering sound, professional advice with absolutely no pressure, so it’s great to know that came across.
We really appreciate the recommendation and the time you took to leave feedback.
Kind regards,
Joseph Heaton, Director
Toby is a wealth of knowledge! Very polite and friendly.
Reply from TWC Home Improvements
2025.11.05
Hi Hayley,
Thank you for the lovely review!
We’re delighted to hear Toby made such a great impression — he really is a wealth of knowledge, and we’re glad his polite and friendly approach helped make your experience a positive one.
We really appreciate you taking the time to share your feedback.
Kind regards,
Joseph Heaton, Director
Thank you for the lovely review!
We’re delighted to hear Toby made such a great impression — he really is a wealth of knowledge, and we’re glad his polite and friendly approach helped make your experience a positive one.
We really appreciate you taking the time to share your feedback.
Kind regards,
Joseph Heaton, Director