1/5
GoogleThere is no cafe and there is no shop. There is a sign outside telling you this
Trusted Agent profile · Swindon
The National Trust Swindon reviews
★★★★★
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.
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Reviews
Every review we hold for the Swindon office, from every platform, shown as written. First names only.
Google1/5
TrustpilotNT - NO TRUST
DEFUNDED, having stopped my annual membership. Clear out the top tier of management who have an agenda not in line with the core purpose of the NT. This Charity is not a political vehicle for the few woke managers, paid for by the masses of Brits who are proud of our physical heritage and wanting to preserve it.
1/5
TrustpilotWe visited Beninborough Hall last…
We visited Beninborough Hall last weekend after being closed for 2 years and what a dissapointment, limited access to rooms that are almost empty, went round it all in about 35 minutes at £15 a time very poor value.Avoid!!
Agent replied · 19 June 2024
Hi pipin Thanks for your review. I'm sorry you were disappointed by your visit to Beningbrough Hall. Parts of our first floor were closed following the end of the previous exhibition. This was to allow us to make good and carry out decoration ready for the opening of the next exhibition in September 2024. In the interim we have some interpretation in the galleries sharing some of the stories of Beningbrough’s previous residents. The hall was closed for 2 years to carry out important infrastructure work. This included a full re-wire. Now that project is complete, we’re working on a plan to re-present the ground floor of the Hall. We'll be implementing this over the next few years. We hope it'll help us to tell the stories of Beningbrough in a more informative and engaging way. We know this is something that our visitors would like to hear more about.We consciously didn’t increase our admissions price this year to reflect the ongoing work and partial opening. The price remains competitive with similar venues in the area.Thanks again for your comments and support. National Trust
1/5
TrustpilotAs members for several years we now…
As members for several years we now feel we are being seriously let down by the present booking system. Why is there no priority for members? It feels as though the NT are happy to ignore members and take a fee from non members effectively doubling their income- robbery ! We will not be continuing with our membership.
2/5
TrustpilotNational Trust properties are crumbling.
Very little is done to prevent this.
4/5
TrustpilotResponse from National trust
Further to my previous negative comments a lady from National Trust contacted me, investigated, apologised and re started my membership. I thank her so much for taking the time and trouble to do this
Agent replied · 25 December 2024
Hi June. Thank you for taking the time to update your review - we're really grateful. I'm happy we resolved the issue for you. Thanks so much for all your support.
1/5
TrustpilotArrived at the park and ride for the…
Arrived at the park and ride for the fair at Buckland Abbey however, the queues for the bus is horrendous. Not enough buses have been organised for this event. Everyone in the queue is complaining about the severe lack of buses. Not a great start to the day!
Agent replied · 19 June 2024
Hi Bev Thanks for your review but sorry for the issues you experienced. We had very high attendance at this event. Despite scheduling 3-4 double-decker buses an hour, which were constantly circulating between Buckland Abbey and the Park and Ride venue, there were points on Sunday 5 November which were especially busy. We have learned a lot from the feedback and will use it to improve future events.Sorry again for the inconvenience. Thanks for your support. National Trust
1/5
TrustpilotAnnual Membership
Watch out when applying for annual membership. The promised 15 GBP gift voucher never arrives. I have reminded National Trust three times about this and almost 4 months later have received nothing!
Agent replied · 25 December 2024
Hi Heidi, thanks for taking the time to leave a review about the National Trust.I've sent you an email which I hope resolves everything for you.Thanks again for leaving a review, and for your support.Best wishes,National Trust.
1/5
TrustpilotHinton Ampner and my sexuality
Visited Hinton Ampner, nice enough, but a few days later they sent me an email asking about my sexuality - Why? What on earth has my sexual preference got to do with anything the National Trust does?
Agent replied · 19 June 2024
Hi Peter, thanks for taking the time to leave a review.Thank you for your visit to Hinton Ampner, 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. Our survey focuses on your experience during your visit, and goes on to ask optional questions that help us better understand the diverse needs of our members and supporters. We’re proud of the fact that vast majority of our visitors enjoy their visits to the places in our care, but we’re not complacent about that, and take our responsibility to make all visitors feel equally welcome seriously. Many thousands of our wonderfully diverse audiences help us with learning more about our different people’s needs, and it really helps us to improve experiences for everyone.Thanks again for taking the time to leave a review, and for your support.Best wishesNational Trust
4/5
TrustpilotAlways enjoyed going to National Trust…
Always enjoyed going to National Trust sites. Some are better than others so make sure you do your research. One of the best is Stourhead if you are looking for a weekend adventure.
Agent replied · 25 December 2024
Hi Tracey Thanks so much for your review and positive comments. All our places offer something a bit different so I agree it's useful to research the relevant webpage first.I also love Stourhead, particularly the walk around the lake with the grotto and temples. Thanks again for your review and your valuable support. Chris National Trust
2/5
TrustpilotTrelissick dangerous to your health
We live local to Trelissick gardens and come here often.I am very disappointed with the staff. Only one of the 4 staff behind the counter are wearing masks even though they are serving food and drinks. There is no social distancing in the queue and clearly no one cares.This is a place I cannot come again.
1/5
TrustpilotParking is expensive for "non members"…
Parking is expensive for "non members" every time I've gone to an NT place. So not only do I pay a lot, I also have to pay a surprisingly high admission price. I was thinking of becoming a member but don't feel I want to now.
1/5
TrustpilotWhy doesn’t the National Trust stick to preserving our heritage
Why doesn’t the National Trust stick to what it does best, maintaining our heritage, instead of taking sides in politics. That is what we pay our money for. I am so disappointed and appalled. I will not be renewing my membership or my family’s in the future until the NT gets a grip.
5/5
TrustpilotNational trust Arlington
2/5
TrustpilotNational trust finance
I’ve been a member for more years than I can remember and will no doubt carry on as we love it. Sadly tho I recently changed from family to a couple We have paid family to allow pud grandchildren to come along. I rang to swap to a couple and all appeared fine. New cards would’ve sent and as the DD was due soon I would be charged for family and be given a refund for the overcharge. Now six weeks in and despite calls no refund and no idea when it might happen. Come onNT customer care please
5/5
TrustpilotStourhead
Loved the stunning landscape and the house. It's kept in pretty good order. The staff on hand were helpful as ever.I'm a member so visit a lot of different NT properties, many each year.
Agent replied · 19 June 2024
Hi Steve Thanks for taking the time to leave your review. I agree with your thoughts on Stourhead. It's an amazing place and we're so proud of the team there. We'll make sure your comments make it over to them. Thank you for your support and we look forward to seeing you on your next visit. National Trust
1/5
TrustpilotDunster Castle Rip Off!
Visited Dunster Castle on Wednesday 2 August, 2023. Firstly, despite it being their OWN car park, the trust is happy to charge £5.50 to non-members (£11.00 if you have a motorhome). Then, as a single adult, I was to be charged £16.00 for entry. While I think the entry fee is rather steep for one person, I'm appalled at the grasping nature of the trust to charge so much for parking. (If you're going there drive into town where parking is FREE and walk up to the castle.) I was so disgusted that I came home and watched a couple of Youtube video tours of the place. I'm now totally done with the NT.
1/5
TrustpilotKingston Lacy.
Kingston Lacy.I was walking with my dog along the road at the back of the estate when my dog went into the gate onto the estate. I was just about to put her on her lead when a woman working on the public road but an employee shouted, get your dog on a lead. I replied give me time to, to which she replied are you a member, this is private property. I said yes I am a member, so have paid to come in. This resulted in a, have you scanned your card, which by the way is on the other side of the estate which I do on the way back to the car. there proceeded to be a long, one sided conversation form her on why I should ( I do ) scan the card.Please National Trust. Can you provide training on how to speak to members of the trust, especially when people are actually standing on a public road.
1/5
TrustpilotNT deletes my records and no response trying to renew membership!
I have tried to renew my membership but my details have been deleted along with membership records. I see they have a new computer system so I wonder if there is a glitch. I have tried to contact via email the membership team providing all info and got what looks to be a generic response asking me to provide all the details- each one requested was in the first email. If not generic then no one actually read the first one. A few more emails resending this and so far nothing. I am also raising the issue as to why they have changed the terms for senior member discount without notifying members. It was 3 years pre 60 to qualify now it has become 3 consecutive years. Given i still cannot renew and was also not advised of this change, i trust when the time comes they will honour my 3 years. Not too impressive, NT.
4/5
TrustpilotWe love the Trust
Visited Nostell in Yorkshire; everyone we met was helpful and knowledgeable as usual. Four stars only as I was a bit miffed by the 'you can avoid the black figures in the next room notice'. I have big issues about the world wars - lost family in them and they screwed up others' lives - but I don't expect to be warned every time there is some potential 'trigger' about the wars in the next room. We need to help people to deal with emotions, not avoid them or cancel them. We are life members so haven't experienced the admin problems which other posters seem to indicate they have, although some of the comments about the Trust sound like a cut and paste from the Daily Mail comments pages, almost a campaign. The Trust is very good value and needs to stay in business for all of us. And I find the regional magazine and the handbook excellent.Update 18 July 2023: I have written to the Trust FAO senior management urging some action on the points raised in these reviews. It might be worth others doing the same as no-one responds to the reviews which are dreadful PR for the Trust (does anyone senior even read them?). If I were running the Trust I would barely sleep at night worrying about its reputation.
5/5
TrustpilotAlex and Anthony in the coffee shop at…
Alex and Anthony in the coffee shop at Polesden lacey , an absolute delightful couple of young men. Very helpful and considerate and made good coffee.
Agent replied · 25 December 2024
Hi Deb. Thank you for taking the time to review.I'm glad to hear you had a pleasant experience in our cafe at Polesden Lacey. I know how important a good hot drink is with the weather now changing. I've passed on your kind comments to the team there and I'm sure Alex and Anthony will be thrilled to hear of your feedback. Thank you again for your comments and support. I hope you have many more enjoyable visits to the places in our care soon.Kind regardsSteveNational Trust
1/5
TrustpilotI'll be cancelling my membership due to…
I'll be cancelling my membership due to them all going woke re the Daily mail peice on including all other celebrations in their calendar except actually traditional English ones like Easter and Christmas no thanks you can keep your card shan't be renewing
Agent replied · 19 June 2024
Hi Yvonne,You may have seen we've had similar comments on this subject recently. For consistency, I'm responding to you with the same information we've used before. Hopefully, I can clear up a slight misunderstanding from recent media articles. This matter was also raised at our AGM.The Inclusion and Wellbeing Calendar is an internal resource, used to keep staff and volunteers up to date about awareness months and minority religious and cultural celebrations they might not otherwise be familiar with. For this reason, Christmas and Easter, which are national holidays, are not included on the calendar. We know that most of our staff and volunteers have a good awareness and understanding of these festivals already.Christian holidays will continue to be marked on the physical calendars sold in our shops and online. We won't be creating a physical calendar which excludes Christian holidays.I hope this clears things up for you.I'm sorry this has led to you choosing to cancel your membership. However, I'd like to thank you for your previous years of support.Kind regardsSteveNational Trust
3/5
TrustpilotPoor customer service
Some months ago I changed my email address online but they're still sending emails to my old address. Now I find that I can no longer log in to check/change my details online. I tried calling them but gave up after a lengthy wait on hold. This is not the level of customer service which I expect from such a (formerly) much-loved institution. I also note that they cannot be bothered to respond to the numerous negative comments on this site. Perhaps they should re-direct some of the energy which they put into being politically correct to improving their services to members.Update: I was contacted directly by the NT soon after posting my negative review and they have now sorted out my problem. Their service is still below par but all credit to them for their active response hence an upgrade from 1 to 3 stars.
1/5
TrustpilotThis is an update to a previous bad review
This is an update to a previous bad review. After 5 months, I still have not had my membership pack/card after paying £76.80. I have been given temporary cards attached to e-mails which I cannot print off as I do not have access to a printer. I have told them this but no one actually bothers to read my e-mails. I have been told that a £15 gift card was sent (allegedly) 3/4 months ago. No sign of that either. After being asked to only respond to "Joanne" who deemed it fit to blank me thereafter, I got a response from "Andy" after threatening to escalate my grievances to Rene Olivieri the "Chair" of the National Trust (you can't call him a Chairman???) I supposedly have a membership pack on its way but I doubt i will ever see it. I have also been promised a reduction on next year's membership but no mention was made as to exactly what that would be. Andy also asked me only to respond to him just like Joanne. I have also had a response from a "Steven" who (like Andy) blamed new systems for the issue. Steven has promised someone will be in touch in the next 10 days to discuss my issues. (no I don't believe it either). I have told Steven (who asked me only to correspond with him) that "Andy" was already aware of the problem. In any event, I will escalate the whole issue in writing to Mr Rene Olivieri the "Chair" of the National Trust who runs this shambles of an organisation. It beggars belief that they even get a 1.6 Trustpilot rating.
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