Cwtch Haus

I do not leave reviews lightly, but this experience has been so poor that I feel a responsibility to share it so others can make a properly informed decision. We chose this company based on what appeared to be a professional, well-run, and trustworthy operation. That initial impression has proven to be misleading. From the outset, expectations were set that were simply not delivered. We were told the project would take around 2 weeks. This then became 3–4 weeks, then 5 weeks, and we are now 7 weeks in from a 9th March start date — and the project is still not complete at the time of writing. It’s important to stress that this is not a complex structural renovation — no walls removed, no major reconfiguration — just a general upgrade. The timelines we’ve experienced are therefore even harder to justify. What has made this significantly worse is the lack of transparency and late communication throughout: * We were not made aware of additional electrical costs (~£1,000) until the project was effectively nearing completion — far too late to make an informed decision or plan for this * Key updates on timing, delivery, and progress were consistently reactive rather than proactive * Important details only surfaced once they became unavoidable issues, rather than being clearly set out from the beginning There have also been ongoing issues with: * Specification inconsistencies and avoidable errors * Poor coordination between teams, leading to delays and confusion * A general lack of end-to-end ownership of the project On top of this, there was a serious lapse in basic care on site — despite repeated instructions to keep doors and windows closed, the fitters nearly allowed our house cat to escape during the works. This is completely unacceptable and highlights a lack of attention to even the most fundamental customer instructions. The most frustrating aspect is not that problems occurred — it’s that the business has failed to manage them transparently or competently, which is what ultimately creates the feeling of being misled. This has had a real impact on us. We planned our home and personal arrangements around the timelines we were given — including managing pets and living disruption — only for those plans to be repeatedly undermined. I do want to recognise that Teagan Mason has personally made consistent efforts to try and manage the situation and build bridges. She has been professional and responsive throughout. However, she has been clearly let down by the wider business, which has not supported her with the structure, communication, or operational control needed to deliver what was promised. Ultimately, what was presented as a professional, well-managed service has fallen a long way short. The gap between expectation and reality is significant, and the way this has been handled leaves very little confidence in the business as a whole. Based on this experience, I would strongly advise others to think very carefully before proceeding.

Our kitchen was designed with everything that we wanted in mind. Little details were included and what resulted was our dream kitchen at a great price. The carpenter commented on how well built the carcasses were when they arrived and we have been delighted with the kitchen from day 1.

Our project was to change a seperate kitchen and dining room into one large kitchen diner, with a loose vision of 'Modern take on a traditional farmhouse kitchen'. We selected Cwtch Haus both as we were keen to support a local business and because they offered whole project support rather than just the kitchen fit elements. Friendly, polite and, for our build timeframe, covid safe, Cwtch Haus' were friendly, polite, effective and efficient. Having measured our rooms, Martin helped us realise the space in a way we hadn't, and the good range of samples available in the high street shop allowed us to pick out the fittings and finishes we wanted. Cwtch Haus recommended trades to us and coordinated closely with them on the build/fit as an effective, larger team who produced a sensible project plan and met that plan. All involved were affable, respectful and produced work of an excellent standard through excellent practices. We elected to complete several prep and finish elements ourselves and the project team easily accomodated our wishes in that respect. We are so pleased with the outcome! We have a beautiful, useable, living space, in which we do live. We had envisaged the space becoming the heart of the house and it has. We have a well designed, functional, high quality kitchen that is proving to be a pleasure to live in. No, it wasn't the cheapest, but we did elect to use several high end elements and the quotes were clear and there were no nasty surprises along the way. Most importantly, we consider our money was well spent.