Trusted Agent profile · Swindon
★★★★★
1,765 reviews across 2 platforms
Heelis, Kemble Drive, Swindon, SN2 2NA
The National Trust's office in Swindon, at Heelis, is rated 2.3 out of 5 across 1,765 reviews on two platforms, including 410 Google reviews rated 4.2.
Tell us what you need and we'll put you in touch. The National Trust hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Swindon.
Every review we hold for the Swindon office, from every platform, shown as written. First names only.
4/5
GoogleHead office of National Trust. Staff I the shop and cafe are friendly. Food is if a high standard as you expect from NT. They could do much better with the shop offering though. The old style shop was better stocked. The new layout looks like a fill in between reception and the cafe, Shame as it it should be 100% as it their HO.
5/5
TrustpilotA wonderful, affordable day out!
A wonderful service and affordable for families.
Hi Miss Rowe, Thank you for taking the time to leave such a positive review. It's great to hear you and your family enjoy your days out at the places in our care. I hope you continue to have more wonderful days out with us. Thank you again for your feedback and valuable support. Kind regards Steve National Trust
5/5
TrustpilotBasildon House
We recently visited Basildon House near Didcot and were delighted by the way we were welcomed by every member of staff we came in contact with. The property itself was very enjoyable but we came away with a warm glow after interacting with so many lovely volunteers. Thank you everyone!
Dear Michael,Thanks for taking the time to leave a review about your recent visit to Basildon Park. I've shared your feedback with the team there, who'll be so happy to hear you enjoyed your visit - especially your interactions with our volunteers.Thanks again for taking the time to leave a review, and for supporting the National Trust.
1/5
TrustpilotWe joined at one of the properties
We joined at one of the properties, paid our money and were given a temporary paper based pass and parking permit. Six weeks on these have expired, no sign of proper membership cars. Phone, calls, e-mails, promises and still no progress. What a waste of money!
Hi Jonathan Thanks for taking the time to leave your review. I'm sorry about the issues you've had. I asked our Supporter Services Centre to get in touch with you and I'm pleased to see they've resolved the issues. I hope you enjoy your membership and exploring the amazing places we care for. Thanks for your support. National Trust
4/5
TrustpilotVisited Kingston lacy on Saturday 18th…
Visited Kingston lacy on Saturday 18th June.Had a £25 credit on a gift card expiry 19th which we used in the cafe. There was a problem on the tills and the card wouldn't work. However thanks to wonderful George on the till and Jo from the shop it was sorted out. Great staff thanks
1/5
TrustpilotDisgraceful approach to NT members…
Disgraceful approach to NT members regarding access to the NT sites now lock-down is easing. Like many others i have been a family member for many years and i accepted my membership could not be utilised during lockdown - but i still continue to pay the fees.Now the NT is opening sites, members are given no consideration for the ongoing commitment to paying into the NT coffers, with no priority booking in place. The booking system leaves us hanging on to a spinning website wheel of doom when trying to book in advance for a date i have to pick - even though no-one knows the state of the weather or indeed if i will be able to make it to the site within 10minutes of my booking time (or potentially be turned away at the gates!). inevitably.. the date and time i can commit to (i am not retired so my choices are limited) are fully booked.Thanks NT for giving back to your loyal membership. I will be cancelling my subscription as no doubt will many others.
Dear Kevin Thank you so much for your kind review. It's lovely to hear you had a great time at Giants Causeway. I've made sure the local management are aware of your excellent feedback. It's great to hear about such a positive experience. We hope to welcome you to one of the amazing places in our care again soon. Kind regards Chris National Trust
1/5
TrustpilotFor over 20 years our family have used…
For over 20 years our family have used National trust holidays,TBH the cottages are not the cheapest on the market and we have at times had to have a moan about things H&S wise but on the whole we have been happy with the service.We were due to go on holiday with them at the end of March for two weeks,the weekend before it was becoming clear that it may not be wise but at that time lockdown was not in force.By chance I looked on the NT website it said they were shutting down all holidays and would ring poeple in turn, after some days of no contact I rang them they stated that they were postponing everyones holiday as "they wanted everyone to enjoy them", I was told in no uncertain terms that I could not have a refund and if I canceled it myself as it less that a week away I would lose all payment, I could look to rebook for any time in the next 10 months, I pointed out that as keyworkers my wife and I can not pluck leave out of hat at a moments notice and that many people would need money spend on a holiday they cannot take back to help deal with the coming troubles ahead, but no it was give them some made up dates or lose a lot of moneyI have had no emails to confirm my date changes and the call centre is now closed.Lets be clear about this the NT are sitting with 100s of £1000s of peoples money, money some may need to help at a time of great worry,NT have also said they are furloughing 1000s of staff at the taxpayers expence,this is as bad as airline owners using the taxpayer as a cash point machine.I have been advised that the legal term for this is a Frustrated Contract as the terms of contract cannot be meet by any side and a refund should have been in order.When the call centre reopens i will be taking this matter onwards.In short NT have treated people who for many years have supported them and NT staff disgracefully, hopefully when the life returns to normal they will be held to account,i post this as a warning to others who may look to use them or support them.Prehaps others in the same position as myself should seek to form an group to take this further.
Hi James.Thank you for taking the time to review. I'm sorry for your poor experience. I understand someone from our Membership team has now contacted you. Thank you again for your support.Kind regardsNational Trust
5/5
TrustpilotDinefwr Castle and Newton House in Wales
We really enjoyed our trip to Dinefwr Castle and Newton House. Interesting house and ruined castle with great views set in beautiful countryside and woodland with a lake. The guides Wendy and Nigel were very friendly and enthusiastic and delighted in showing visitors some of the house's secrets. A great day out! Thanks.
1/5
TrustpilotWe too have decided to cancel our…
We too have decided to cancel our membership. Like many others on here we have become fed up with being constantly lectured/preached at by the National Trust with regards to our past. They also seem to conveniently overlook the fact that many African countries sold their own people into slavery. And Britain was the first country to abolish the evil trade...
5/5
TrustpilotAbsolutely adore the NT
Absolutely adore the NT. Slightly horrified to see so many negative reviews - hard to know if its politically motivated or genuine experience? We've had the pleasure of being members since 25 years old - more than a decade now.
3/5
GoogleGet off Trust land.This is private Property.All out.Fanny.
2/5
TrustpilotI’ve been a National Trust member for…
I’ve been a National Trust member for almost 50 years and it’s certainly gone down market recently. Also went to Styal mill today and the cafe was poor, tasteless dry sandwiches and scones nowhere near usual standard.Come on NT! Remember who your long term customers are, don’t dumb down and keep standards up.
1/5
TrustpilotRecently visited Sandilands proposed…
Recently visited Sandilands proposed Nature Reserve I always thought the National Trust was about restoring and keeping Historical buildings open not building nature reservesand cafesSeems to me the've lost the plot
Hi Anthony Thanks for leaving your thoughts. We do much more than just look after historic buildings. We also care for more than 780 miles of coastline, more than 250,000 hectares of land as well as more than 500 historic houses, castles, parks, and gardens and nearly a million works of art. Alongside our membership, our cafes, shops and holidays business help us to care for all these things for everyone, for ever. I hope this give you an idea that we're, perhaps bigger and more varied that you might have thought. Check out nationaltrust.org.uk for more information. Thanks for your support, I hope you enjoyed Sandilands. Chris National Trust
5/5
TrustpilotFirst aid in National Trust today was…
First aid in National Trust today was exceptional 💕. when my child started feeling unwell, we had an indispensable help from Emma and Craig, the first aiders in National Trust Quarry Bank Mill. I am so grateful for your help and care.Thank you!
Hi Ana, thanks for taking the time to leave such a positive review.I'm pleased that Emma and Craig at Quarry Bank could help with your child was unwell during your visit - I hope they're feeling better now. I've shared your feedback with the team at Quarry Bank, who'll be equally as pleased to hear it.Thanks again for taking the time to leave a review, and for your support.Best wishesNational Trust
2/5
TrustpilotTerrible Website
I'm trying to renew my membership but the website is taking me around in circles. It's very poorly designed and there seems to be no option for someone that has had a membership but it's ended.I might just not bother and continue parking on the grass verges 😎
Hi ConnorThanks for leaving your review and providing us with some more information. We'll respond to you directly. Thanks for your support. National Trust
5/5
TrustpilotMy husband and I love being being…
My husband and I love being national trust members! We take our 3 year old every week to Delaval Hall. We have managed to go to all the north east locations and are planning a UK road trip to explore more!
Hi Zoe.Thank you for your kind review.It's lovely to hear you and your family have enjoyed your visits together. It's also especially nice to hear you've found a place that means a lot to you all. I've passed your kind comments onto the local team at Delaval Hall.I hope you all have a great time on your future road trip. Thank you again for your comments and for your support of the National Trust. Kind regardsSteveNational Trust
1/5
TrustpilotThey are guilty of sanitising and…
They are guilty of sanitising and commoditising history. Their fences, keep-off signs, SUV-filled car parks and tearooms are an anathema to me; the sickening antithesis of preservation for the public good. I have boycotted them for years, and will continue to do so until such time as they change their sordid ways.
Hi Tom, I’m sorry for your concerns. All our work is in support of our charitable purpose of looking after the special places in our care for everyone, for ever. Thanks for your feedback.
3/5
TrustpilotWhy does the NT want to know my sexual orientation?
Why does the NT need to know sexual orientation in a survey following a visit to one of their properties. Being a white heterosexual male Christian feel like being a criminal these days? 🥵
Hi David, thanks for taking the time to leave a review after a recent visit to one of our places. I hope you enjoyed your visit.We ask our members for feedback on the places they visit, so we can better understand how to improve the experience for all our visitors. We invite members to complete short survey on their experience, which helps the team to identify where they can improve and understand what they’re getting right, thanks for completing the survey. The survey focuses on your experience during your visit, and goes on to ask optional questions which help us better understand who is visiting. While the vast majority of our visitors enjoy their visits to the places in our care, we are not complacent about that and have a responsibility to ensure all visitors feel equally welcome at our places. Many thousands of our wonderfully diverse visitors help us learn more about different people’s needs, which helps us to improve experiences for everyone. If members don’t feel their sexual preference is relevant, then there’s no obligation to answer the question.Thanks again for taking the time to leave a review, and for your support of the National Trust.Best wishesNational Trust
1/5
TrustpilotN.T gift vouchers not valid in Scotland
Although I really appreciate all the good work the National Trust represents, they have been very unfair with me. When I lived in England my wife and I used to be full members, but when I was diagnosed with a Neurogical condition, we cancelled my subscription intending to re-join when I was more settled, we moved to Scotland and renewed our wedding vows at Gretna Green. My family knowing we loved N.T gave us £50 in gift vouchers. On my Birthday we visited Culzean Castle near were we live, we tried to join the trust using our vouchers as part payment, they wouldn't accept them as they are only valid in England. No where on the vouchers does it state not valid in Scotland. I have emailed them and they said I have to drive down to England and visit a NT property to be able to use them, as this has been my worst year ever with my health, I have no intentions of driving to England. I have informed them I am not coming to England in the near future and there reply is..... they have an agreement with Scotland that they won't accept English Gift cards, no where on the Gift Card does it state "only valid in England" DO NOT buy any N.T vouchers, they have no value if you are in Scotland and they are non transferable, basically N.T have £50 and I have 2 pieces of plastic.
Hi Andrew Thanks for your review and for providing additional information. I'll respond to you separately by email shortly. Thanks for your support. National Trust
5/5
TrustpilotWe had a lovely Easter Monday afternoon…
We had a lovely Easter Monday afternoon walking round Ickworth Park and gardens. Decided to have a hot chocolate and Sausage and Apple Roll before embarking on our walk. Brilliant idea as Hot Chocolats was very warming on a chilly day and the Sausage Roll was the best I’ve tastedfor a very long time.A very enjoyable experience.
1/5
TrustpilotFaulty goods and no customer service at online store.
Order received from their online store but one item was faulty/damaged. No response received to the email I sent advising them-I would like to return it for a refund but there appears to be no customer service whatsoever. Item SKU 50058979. Order 639083.
Hi Tricia Thanks for leaving your review. Our retail team have refunded your purchase and the money will be with you shortly. There's no need to return the affected item. I hope this resolves your concerns. Thanks for your support. National Trust
1/5
TrustpilotNational Don't Trust At All
We signed up for dual annual membership and were given cards... and that was it.Nothing else ever arrived - until they wrote to us again asking for more money for renewal. They claimed they had sent membership items... but they didn't and even an alleged apology gift card never arrived!I could take them to the Small Claims Court for not fulfilling their side of the membership bargain, but I might have difficulty proving that they defaulted."There's nothing we can do" was all they would say!
Hi Phil Thanks for your latest review. I'm sorry you disagree with our policy on the general public flying drones at our places. Our policy is included on our website. We hope it's clear and the reasons we ask people not to do it are reasonable. Especially when it comes to the comfort of other visitors or the potential impact on nature, not to mention the peace and tranquillity many of our places provide. We currently have no plans to adjust it. Commercial filming or photography, including content captured by Influencers, Social Media Auditors and Citizen Journalists, to earn money, cannot be undertaken at places in our care without a contract in place which has been signed by both parties. Content which has been captured in this way, without our permission will be reported to social media companies for removal. Our local teams do such an amazing job often under difficult circumstances. People filming them for social media content isn't fair on them. Thanks for your support. Kind regards Chris National Trust
1/5
TrustpilotAll drones banned
Blanket ban on all drone flights from NT land. For that alone they get a 1 star rating. No consideration at all for anyone wanting to fly their drone, just ban them all. A silly rule with silly reasons listed for enforcing it.
Hi Dave Thanks for taking the time to leave your review. I'm sorry your disappointed with our policy on drone flying. We only permit the use of drones at National Trust places if we have specifically commissioned a contractor to do so on our behalf.We do not allow any other drone activity for a number of reasons: · It is not practical for us to check that private drone operators are in compliance with CAA regulations.· Our members and visitors value the peace and tranquillity of our places. The presence of drones can impinge on the quiet enjoyment of our places by other visitors and therefore potentially present a public nuisance risk.· Many of our places have wildlife or farm animals which are sensitive to disturbance, such as birds and deer herds, which could be alarmed or stressed by the presence of drones, especially at breeding times.· Many of our places are the homes of our tenants or donor families or include holiday cottages occupied by paying guests. We respect and value their privacy and drone use could potentially be an infringement of that privacy.· Most drones have cameras attached the use of which could contravene National Trust rules on commercial photography and filming which are designed to protect our commercial interests.· If a drone causes damage or harm, pilots who are members of the general public rarely have the correct insurances, or level of insurance, to adequately compensate those affected.As a result of the above we've taken the decision to not grant permission to fly to the general public. I appreciate you may not agree with our reasons but I hope I've made our position clear. Kind regardsNational Trust
1/5
TrustpilotAll drones banned
Blanket ban on all drone flights from NT land. For that alone they get a 1 star rating. No consideration at all for anyone wanting to fly their drone, just ban them all. A silly rule with silly reasons listed for enforcing it.
Hi Dave Thanks for taking the time to leave your review. I'm sorry your disappointed with our policy on drone flying. We only permit the use of drones at National Trust places if we have specifically commissioned a contractor to do so on our behalf.We do not allow any other drone activity for a number of reasons: · It is not practical for us to check that private drone operators are in compliance with CAA regulations.· Our members and visitors value the peace and tranquillity of our places. The presence of drones can impinge on the quiet enjoyment of our places by other visitors and therefore potentially present a public nuisance risk.· Many of our places have wildlife or farm animals which are sensitive to disturbance, such as birds and deer herds, which could be alarmed or stressed by the presence of drones, especially at breeding times.· Many of our places are the homes of our tenants or donor families or include holiday cottages occupied by paying guests. We respect and value their privacy and drone use could potentially be an infringement of that privacy.· Most drones have cameras attached the use of which could contravene National Trust rules on commercial photography and filming which are designed to protect our commercial interests.· If a drone causes damage or harm, pilots who are members of the general public rarely have the correct insurances, or level of insurance, to adequately compensate those affected.As a result of the above we've taken the decision to not grant permission to fly to the general public. I appreciate you may not agree with our reasons but I hope I've made our position clear. Kind regardsNational Trust
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Tell us what you need and we'll put you in touch. The National Trust hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Swindon.
