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9 November 2026
Improved Repair Reporting Process
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Improving communication and customer service
As part of a package of improvements in communication and customer service for tenants, from 30 November 2026 all repairs-related telephone enquiries will be handled through a single Maintenance Team, providing a more streamlined and consistent service for tenants. Two dedicated Contact Officers have been appointed, whose role is to provide a direct point of contact for tenants, ensure enquiries are dealt with promptly, and help residents navigate our repairs service more effectively. The introduction of these roles will improve communication by providing regular updates, enhancing coordination between tenants, contractors and our Maintenance Team, and helping to ensure that issues are resolved as quickly as possible.
We have also invested in improvements to our IT systems, including the introduction of call logging functionality. This ensures that details of telephone conversations and enquiries are recorded directly onto our housing management system, creating a more accurate record of tenant interactions and helping staff provide a more informed and efficient service. The enhanced system will improve accountability, reduce the risk of information being missed, and ensure enquiries can be tracked and followed up more effectively.
To further improve accessibility and communication, tenants can now contact our repairs team directly by email at [email protected] This dedicated mailbox allows tenants to report repairs, provide updates, submit photographs where appropriate, and communicate directly with the team responsible for coordinating repair requests and maintenance activity.
These improvements demonstrate Woven's ongoing commitment to delivering a responsive, transparent and customer-focused repairs service, ensuring tenants are kept informed throughout the lifecycle of their repair. We recognise the importance of keeping tenants informed and will continue to review our services to identify opportunities for further improvement.
