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At Woven, we provide peace of mind year-round with our Incident Management service. No matter the challenge, your calls remain answered, phone lines stay live, and your customers always receive exceptional care.
Woven provides SLA-backed 24/7 FM helpdesk, overflow and incident call handling for facilities management companies. From everyday faults, surge/peak and critical events, we make sure calls are answered, work orders are logged, and your team can focus on running the estate, not firefighting phones.
UK Sites
Corporate clients
25+ Years Experience
Employees in group
At Woven, we provide peace of mind year-round with our incident management service. No matter the challenge, your calls remain answered, phone lines stay live, and your customers always receive exceptional care.
FM operations don’t fail in the SLA document – they fail in real life:
That’s when answer times slip, abandoned calls rise, and monthly reports become uncomfortable.With Woven, you get a specialist FM call-handling layer that:
Your SLAs stop being promises on paper and become service levels you can actually deliver.
Incident Management
Inclement Weather
Crisis Management
Risk Management
Active Assailant
Business Continuity
Security and Compliance
Crisis Comms & Alerts
Mass Notification
Civil Unrest
Natural Disasters
Cybersecurity
How Does It Work?
Retainer Fee
You pay a small monthly fee to keep operators fully trained and up-to-date on your policies and processes so they’re ready to step in when you need them.
Swift Response
Our teams can be spun up within the hour. From just 10 to 1,000 FTE, we’ll deploy the right size team instantly to support you, no matter the issue your business is facing.
Technology
Whether you’re using our system or your own, our teams can keep working in the background to deliver seamless continuity to your business.
Disaster Recovery
We’re here as long as you need us, whether that be just a few hours, days, or even several weeks. Our team will support you until your operations are fully restored.
"When I speak to Estates and FM leaders, I hear the same pressures: stretched teams, rising costs, and tenants expecting more. Outsourcing shouldn’t mean losing control. It should mean partnership - experts in your corner who care about first-time fixes as much as you do. My team and I work closely with you to build support that feels seamless, human, and aligned with your goals."
Energy & Utilities
Finance
Commercial & Residential Estates
Legal & Professional Services
Manufacturing
Media & Publishing
Retail & Mixed-Use Portfolios
Pharmaceutical
Transport & Infrastructure
Insurance
Legal
Retail
Transportation
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Reach Out To Learn More
We give you SLA-defined answer times and escalation without the cost of building a full overnight or surge team – so you only pay for the capacity you actually need.
Our agents are trained in FM language – PPM vs reactive, life-safety vs non-critical, SFG20-driven priorities – so they understand what’s being reported and triage accurately first time.
Our 24/7/365 operational readiness and robust processes help you meet compliance and regulatory obligations, including duty of care, audit trails and incident documentation.
Our agents are trained to identify and assist customers in vulnerable circumstances, ensuring they receive the appropriate care and prioritisation.
Every FM operation is different. We tailor scripts, escalation flows and reporting to your sites, asset mix, contractor model and SLAs, backed by over 20 years’ experience across complex estates.
Our flexible models mean you pay only for the support you use – protecting margins while improving service quality, tenant satisfaction and SLA performance.
tPoint is Woven’s cloud-based contact centre platform, built to streamline customer interactions for estates of any size. With a capacity for 10,000 concurrent calls, it’s always ready to scale instantly when volumes spike. We combine automation with human operators, so every conversation feels connected and on-brand – especially when you’re managing an incident.
Acts as a backup when your in-house platform fails
99.99% uptime with a cold start time of 4 hours
Push instant messaging updates across every channel
Full transparency through live updates
Interested in tPoint's Capability for your Operation?
tPoint is Woven’s cloud-based contact centre platform, built to streamline and enhance customer interactions. With a capacity for 10,000 concurrent calls, the platform is always on standby and ready to scale instantly. By combining automation with human operators, tPoint improves efficiency without losing the human touch that is critical to crisis response. With built-in resilience, cloud hosting, and seamless integrations, every conversation feels connected, regardless of the situation.
Woven has supported one of the UK’s largest distribution network operators for over a decade, providing a flexible, high-performance surge service. This collaboration demonstrates Woven’s resilience, performance, and ability to scale rapidly under pressure. When severe storms triggered widespread outages, Woven:
The result? Their internal FM and operational teams could focus on restoring services, while Woven kept customers informed and the helpdesk under control.
If you’d like to see how Woven’s FM helpdesk, overflow and incident support could protect your SLAs and reduce pressure on your team, send us a message and we’ll arrange a quick call.
If you want to learn more about how Woven's incident management service could protect your business, why not reach out and arrange a quick call?
Everything You Need to Know About Our 24/7 helpdesk and incident support for facilities management.
In most cases, we can go live within 2–4 weeks for planned FM helpdesk and overflow support, depending on the complexity of your estate, scripts and integrations. For incident-only or surge support, once the retainer and playbooks are in place, we can spin up teams within hours to handle spikes in demand.
Yes. We routinely log calls and faults directly into our clients’ CAFM and work order platforms, following their existing rules, rotas and contractor SLAs. As part of onboarding, we map your asset types, sites, priority levels and escalation flows so our agents can triage accurately and raise clean work orders within minutes, not days.
We typically combine a modest monthly retainer (to keep a trained team ready and aligned to your processes) with usage-based pricing for live call handling. That means you only pay for the capacity you actually need – whether that’s steady-state BAU support, targeted overflow/OOH cover, or short-term surge during major incidents. We’ll build a model around your volumes, SLA targets and budget.
