Customer Services

We have always prided ourselves on our commitment to excellent Customer Services.

Our first and primary Corporate Objective reads:

CUSTOMER
By involving our customers and stakeholders, we will create sustainable and thriving communities and provide quality homes and services.Our customers are all those with whom we have dealings - not just our tenants but our partners, our contractors, our stakeholders and visitors to the organisation. In all cases we seek to treat people fairly, courteously and fully in line with our Standards of Customer Service.Woven has always sought to underline its commitment to Customer Services through regular assessment against national standards. We were successfully assessed as a Charter Mark organisation in 2000 and proudly retained the Standard, through 3 further assessments over a decade up until 2011 when Charter Mark was superceded by Customer Service Excellence (CSE). We are delighted to have been successfully measured against this new national Standard on each successive occasion.

The Association was most recently assessed under the Rolling Programme of the CSE Standard in November 2022.

Out of 57 criteria, the Association achieved [last year’s figures appear in brackets]:

• 21 [20] Compliance Plus/Best Practices
35 [37] Full Compliances
• 1 [0] Partial Compliance
• 0 Non Compliances

COMPLAINTS

We are committed to providing you with a high standard of service at all times. However, we accept that there may be occasions when you are not satisfied with the service which you have received and, as a result, you may wish to make a complaint. You may use the online enquiry form on the Contact Page of this site to lodge a complaint or, alternatively, you may wish to email, telephone or put your complaint in writing (all contact details are on the Contact page). We will acknowledge your complaint within 5 working days and endeavour to supply a full response within 15 working days.For detailed information regarding our Complaints Policy and Procedure, and what to expect from the process, please download a copy of the Complaints leaflet HERE.

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