Introducing our new ways of working

We know we don’t always get things right, that’s why we’ve listened to your feedback, learned from your experiences and made some big changes to help us support you better.

What changes have been made?

1. Increasing the number of Neighbourhood Officers operating in our Neighbourhoods

We’ll be introducing you to your new Neighbourhood Officer, very soon, they will act as your dedicated point of contact at One Manchester. They will be easy to reach and trained to help you with any tenancy issues you may have.

Your Neighbourhood Officer will also offer:

• A consistent point of contact throughout your tenancy
• A weekly opportunity to meet with us at your local neighbourhood hub. 
• Wider access to support and services 
• A simple way to feedback and get involved Community events
• Access to local funding

Find out more about our new Neighbourhoods team here.

2. Introducing annual tenancy experience visit to your home

We want to provide you with a more tailored service, that’s why your Neighbourhood Officer will now be visiting you each year for an annual tenancy experience visit.

Between April 2023 and February 2024, we will be sending you a letter soon to arrange your visit. Your visit will be an opportunity for us to assist with any issues you may have and ensure all the information held on our systems is accurate and up to date.

3. Trained our teams to deal with your issues to help resolve your issues first-time.

You told us that you’d like help to resolve issues first time, with a consistent point of contact and better visibility in your neighbourhood.

Your new Neighbourhood Officer provides a personalised, quick and easy first point of contact for most issues, but our Customer Resolution Centre colleagues remain on hand to help with reporting a repair, tenancy matters such as giving rehousing advice, making rent payments and reporting any issues.

4. Launched our new customer friendly website and portal

We’ve changed our website to make it easier for you to get the information and support you need at the touch of a button.

We’ve designed our new easy to use, website and customer portal with you in mind, its now much easier to navigate and find the information you need.  On the customer portal you can also pay your rent, book a repair, see your latest transactions, update your marketing preferences or raise a problem or issue you want us to look into.

If you’re not already registered on our customer portal you can do so here.

5. Introduced new neighbourhood hubs- a local place for you to meet with One Manchester colleagues

We’ve introduced new neighbourhood hubs across our communities, to provide you with a local space to meet with One Manchester colleagues when you need to. You can either make an appointment with your Neighbourhood Officer or turn up during a weekly drop-in session at your local hub to chat to a One Manchester colleague.

Find your nearest neighbourhood hub here.

If you have any question about anything in this article please get in touch by completing our contact us form here.