Customer Catch-up - December 2025
Welcome to our special repairs takeover edition!
Welcome to our Customer Catch-up
As we head towards the end of the year, this special edition focuses on repairs, one of the services you’ve told us matters most to you. We’ve been working hard to make improvements, and in this issue, we’ll share what’s new, what’s changed, and give you a glimpse of what’s planned for 2026.
Acting on your feedback
It’s now been a year since we launched this newsletter. From the start, we’ve asked for your feedback to help us improve and make sure we’re bringing you the updates you want to hear about.
We’ve listened carefully, and here’s how we’ve acted on your feedback this issue.
You said
You'd like to see more about:
- Our repairs service
- Support with anti-social behaviour
- Staying warm and well in winter
We did
In this edition, we've:
- Made it all about repairs and what's changing and improving
- Added info about our Community Safety team
- Included advice about keeping warm and well this winter
Thanks for sharing your views and helping us improve!
Festive opening times
Our offices will be closed for the festive period from 5.30pm, Tuesday 23 December, and reopen at 8am on Monday 5 January.
If you need an emergency repair during this time, call us on 0330 355 1000, help is available 24/7.
Here are the closure details for our other services:
Employment and Skills drop-ins
- Closed from: Saturday 20 December
- Reopen on: Monday 5 January
Neighbourhood drop-ins
- Closed from: Tuesday 23 December
- Reopen on: Week starting Monday 6 January
Financial Inclusion services
- Universal Credit monthly drop-ins restart: Wednesday 7 January
- Appointments restart: Tuesday 6 January
We wish you a restful festive period and a very happy New Year!
Repairs - How to book a repair
We want booking a repair to be easy and convenient. You can now book a repair by:
- Phone - Call our Customer Resolution Centre o 0330 355 1000
- Email - Complete our Contact Us form or email csreply@onemanchester.co.uk and a member of the team will get back to you.
- Online - Book a repair through your online account.
- In person - Book a repair in person with a One Manchester colleague at one of our Neighborhood Drop-ins.
Emergency repairs
If your repair could be an emergency, please call us straight away on 0330 355 1000.
Our emergency repair line is available 24 hours a day, 7 days a week.
You said, we're rebuilding - improving our repairs service
We've listened to your feedback and rebuilt our repairs service to make it faster, simpler, and more reliable, because we know we haven't always got it right.
We've co-created our new repairs service with customers and colleagues by:
- Running surveys
- Listening to your calls
- Shadowing repairs appointments
- Reviewing our processes
We gathered thousands of pieces of feedback to understand what's working, what's not, and what matters most to you.
What's better now
Here's what's new:
| Better communication | Faster fixes | Getting it right first time |
Smoother processes |
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We’re allowing more time – at least 45 minutes - for repairs to be completed first time |
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A new dedicated team with technical expertise now diagnoses and plans repairs |
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Our new Repairs Policy
To reflect the changes we've been making, we've introduced a new Repairs Policy.
What's changed?
- New repair categories so you know how quickly your repair will be completed
- A new access process if we're unable to get into your home for your appointment
- We've improved and updated our follow-on processes, so repairs are completed efficiently and without unnecessary delays
- We've also made it clear who's responsible for what when it comes to repairs
Read the full policy. In the new year, we'll also send you a brand-new Repairs Handbook with full details.
Our new repairs categories and response times
We've grouped repairs into five categories so we can respond in the right way:
These are repairs that could cause serious harm or danger. We'll attend within 24 hours to make things safe. If we can't fully fix it straight away, we'll arrange another visit at a time that suits you. If we can't make your home same within 24 hours, we'll offer you temporary accommodation until it is, at no cost to you.
Emergency repairs include:
- Total loss of power
- Total loss of water
- No heating
- No hot water
- Insecure property
- Severe damp and mould (e.g., extensive black mould growth on walls and ceilings in a bedroom of living area)
- Uncontainable leak
- Dangerous electrics and/or water on electrics
- Gas leak - if you smell gas, also call the National Gas Emergency service immediately on 0800 111999
- Unsafe/exposed asbestos
- Unsafe structures/risk of collapse
- Blocked WC with no access to another in the same property
- Lost keys, with no other means of access of egress (rechargeable)
- Blocked sewerage drains
- Boarding up broken glass (windows/door)
- Emergency services call-out prompting a need to gain entry
- Anything not listed that could cause immediate harm to your health or safety if not addressed quickly - see Awaab's Law.
These are repairs that could affect your health or safety. We'll investigate within 10 working days (this might be in person or virtually). We'll aim to complete the repair within 5 working days of inspection, and all work will start within 12 weeks.
Examples of significant repairs
- Surface mould on tiles, ceilings, or window frames due to poor ventilation
- Damp staining or bubbling paint caused by slow leaks from pipes or radiators
- Persistent condensation leading to minor mould growth on windowsills or corners
- Any significant hazards relating to Awaab's Law.
These are repairs that aren't emergencies but still need quick attention - like a partial loss of water. We'll aim to complete these within 10 working days.
Examples of urgent repairs include: partial loss of power or water supply, no bathing facilities, toilet that doesn't flush, blocked sink, broken or leaking showers.
These are less urgent repairs that don't pose a risk. We'll aim to complete these within 45 working days.
Examples of routine repairs include: minor containable leaks, repairs to internal joinery, minor plastering repairs, repairing roof leaks following work to make the leak sake, tiling, partial re-wires.
These are bigger or more complex jobs, including those linked to housing disrepair claims. If we can't start within 28 working days, we'll aim to complete them within 90 working days.
Examples of planned repairs include: Follow-up rears - when a quick fix has made something safe, but a bigger repair or replacement is still needed; jobs that involve high costs due to the scale or type of work required; repairs needing specialist parts; and jobs that are best delivered as part of a wider program of work.
Major repairs include: large scale re-plastering, renewal of a damp proof course, a total rewire, roofing renewal.
If someone in your household is vulnerable or disabled, please let us know when you report a repair. We'll do our best to prioritise it.
Out of hours repairs
We offer a 24/7 emergency repairs service outside of normal working hours. If you need urgent help, call us on 0330 355 1000.
We'll always try to fix the issue on the first visit. If that's not possible, we'll make things safe and arrange any follow-on work needed. The operative will record the details so our Planning team can follow up and book the next appointment.
Missed or failed appointments - what happens if you're not in
We know things come up, so we've introduced a new process for if we can't access your home at the time of your appointment:
- Our operative will try to call you to rearrange access
- If they can't reach you, our Planning team will also try to get in touch
- If we still can't make contact, we'll leave a card with the job details and a freephone number so you can rebook
- A photo of your door will be taken for our records
- Our Planning team will aim to contact you within 24 hours to rearrange the appointment
If three appointments are missed, we'll look into the reasons why. In some cases, we might apply a charge for future missed visits, in line with our policies.
If you know you can't make your appointment, please let us know as soon as possible by calling 0300 355 1000 so we can rearrange it for you.
When your repair is complete
Once your repair is finished, our operative will confirm the outcome with you and record the details on their device. This includes the job number, what was done, and any materials used. The job will then be marked as complete and updated in our system.
Follow-on work
Sometimes, a repair might need more work. This could be because:
- Additional repairs are needed
- More time is required
- A specialist tradesperson is needed
- Additional materials need to be ordered
If this happens, here's what we'll do:
- The operative will record what's needed before finishing the visit and create a follow-on job
- Our Planning team will contact you within 24 hours to arrange a new appointment
- You'll receive a confirmation text, and the new appointment will appear in your online Customer Portal account
You said, we did - and feedback opportunities
Brew & Review
In November, we held our first Brew & Review event, where customers joined us to talk about our service standards. The session was run in a fast-paced "speed dating" style, giving people the chance to say what's working and what could be improved. We covered areas like Neighbourhoods and Community Safety, Repairs, the Customer Contact Centre, and more.
Everyone who came along could help shape our services and enjoy a brew and a biscuit.
It's good to see the organisation listening and making a difference in our communities. I don't expect every idea to be acted on straightaway, but the framework you've built is strong, and I'm confident our feedback will help shape things positively over time." One Manchester customer
We're now looking at all the feedback and will share what we've learnt in our first newsletter of 2026.
Repairs communication
You said: Communication needed improving. Standard updates were okay, but when something changed or went wrong with a repair, residents fell out of the loop.
We're doing: We're introducing a new repairs communication process that all colleagues will follow. We're also updating our systems, so you'll get more frequent, clearer updates about your repair, with all the info you need. These changes will be in place in the new year.
Appointment times
You said: You were frustrated that operatives sometimes arrived without enough time to complete the job, and appointments were cancelled on the same day due to jobs overrunning.
We're doing: We're now allocating a minimum of 45 minutes for appointments and adding buffer time to hep operatives stay on schedule and reduce cancellations.
Health & Safety
Gas safety checks and servicing
As your landlord, it's our legal duty to make sure the gas appliances we provide - like boilers, central heating systems, and gas fires - are safe to use.
To do this, we carry out an annual Gas Safety Check, completed by fully qualified Gas Safe engineers. We'll write to you when your check is due and arrange a convenient appointment.
After the visit, you'll receive a Gas Safety Certificate within 28 days. If anything doesn't pass the check, we'll talk it through with you and agree the next steps.
All servicing and maintenance of gas and heating systems is now delivered by our partners, Ashley and McDonough Ltd. This partnership is part of our commitment to keeping your home safe, reliable, and well looked after.
Get in touch
How to get in touch for service, repairs, or breakdowns (Monday to Friday, 8am-9pm):
Call: 0151 430 6191
Email: info@the-amgroup.co.uk
For out-of-hours (weekends, bank holidays, or outside normal hours):
Call: 0151 343 2769
New electrical safety checks are coming
To keep everyone safe at home, new regulations mean we need to carry out regular electrical safety checks in our properties.
This involves:
- Having a qualified electrician inspect and test your electrical installations at least every 5 tears
- Producing a report (called an Electrical Installation Condition Report, or EICR) which shows the results and sets the date for the next check
- Arranging for any issues identified to be fixed, and a copy of the EICR report to be shared within 28 days of the inspection
During the inspection, the electrician will check for things like:
- Overloaded circuits
- Potential risks of electric shocks or fire hazards
- Faulty electrical work
- Missing safety features such as earthing or bonding (these help prevent electric shocks)
We'll be in touch to arrange your appointment. It's important that you are at home when the inspection takes place, as this is a legal requirement and part of your tenancy agreement.
Staying warm and well this winter
Winter can be tough, but you're not alone - we're here to support you. Here's some of the support available to help you this winter:
- Welfare Provision Scheme - Cash grants of £30-60 for households in immediate financial crisis, via Manchester City Council. If you're facing an emergency out of your control, you can apply online for quick help.
- Free energy advice with LEAP - LEAP provides free, friendly advice to help you stay warm, save money on bills, and feel confident about managing energy at home. Support starts with a phone call and may include a home visit - call 0800 060 7567.
- Help from our Financial Inclusion team - Our team can help you manage your money, budget, and claim everything you're entitled to. Last year, we helped customers claim £2.1 million in extra income. You can also access the Thrive Fund, which helps with essential items like furniture, kitchen appliances, and uniforms.
- Winter wellbeing events - We've partnered with local organizations to run free community sessions throughout winter, including cooking classes, bingo, group lunches, and hot drinks. They're a great way to meet people and keep warm.
- Warm Hubs - Warm Hubs are welcoming spaces near you where you can connect with others, enjoy a hot drink, and spend time in a safe, warm environment. Visit the Warm Welcome Campaign to find your nearest hub.
Our services - Community Safety
Keeping you safe in your home
Your home should feel safe. Anti-social behavior can affect your quality of life, and we're committed to working with you and your community to address issues quickly.
Our Community Safety team can help with problems like noise, drugs, harassment, threats, or domestic abuse. We'll fully investigate and take action when you report anti-social behavior.
What to expect:
- Violence or threats: we'll respond within 24 working hours
- All other reports: we'll respond within five working days
To access support from the team, you can speak to your Neighborhood Officer, who can refer you to our Community Safety team. You can also call 0330 355 1000 or use our online contact form. All contacts are handled confidentially.
What's going on in your neighbourhood?
Join us for the launch of our new Digital Lending Library!
We're excited to announce the launch of the Digital Lending Library at Gorton Hub on Thursday 15 January!
Through the new library, you can borrow a laptop or smartphone for a set period, helping you get online, build confidence, and develop your digital skills. We'll also be offering free data SIM cards to help cover the cost of internet access.
Come along to:
- Find out more about how the service works
- Meet the team and chat about getting a referral to this new service
- Enter our prize draw for the chance to win exciting digital prizes, including a laptop and mobile phone!
- Take part in our Digital Connect Skills Session and grow your digital skills
When: 10am-12pm Thursday 15 January
Where: Gorton Hub
No need to book, just drop in and take part!
Let us know what you think!
We want to hear from you! This newsletter is all about you, so please let us know what you think. Your feedback will help us make your Customer Catch-up even better for you.
