Customer Catch-up
Welcome to our third edition of the One Manchester Customer Catch-up
Welcome to our customer catch-up
Welcome back to another edition of our Customer Catch-up, filled with the latest news and updates from One Manchester. We send you these updates every three months, packed with updates that matter to you.
Acting on your feedback
In every edition, we ask you for your thoughts on what you liked, what could be improved, and what you’d like to see more of in our next edition. We’re thrilled to share that you gave our March edition a fantastic 4.8/5 rating – which has increased from our December edition!
You said
You told us that the content you enjoyed most was:
- Tenancy Experience Visit information
- Repairs update
- Winter support
You said
You also shared that you’d like to see more about:
- Children’s activity days
- Events
- Help with housing
- Support and wellbeing
We did
To act on this feedback, we’ve included the following in this edition:
- More information about family events taking place this summer
- Introduced a new ‘Help with housing’ section
- Information about how to access support
We’ll keep prioritising transparency in every Customer Catch-up. Thanks for sharing your views and helping us improve.
Ways to contact us
A reminder on all the ways you can contact us and access our services.
For an emergency: something that’s a risk to your health and safety, an emergency repair, or an urgent ASB concern - please call us straight away on 0330 355 1000. This line is available 24 hours a day, 7 days a week. When our offices are closed (see hours below), calls will go to our out-of-hours team.
- By phone: Our Customer Resolution Centre is open 8am – 5.30pm - Monday to Friday. You can call us on 0330 355 1000.
- By email: Send an email to csreply@onemanchester.co.uk. We’ll respond within 2 working days
- On social media: You can reach us on Facebook and Instagram on weekdays
- By post: Write to us at Lovell House, Archway 6, Hulme, Manchester M15 5RN (Please note this isn’t an office for customer services or appointments – we deliver these from our Neighbourhood Hubs)
- Chat to your Neighbourhood Officer: You have a dedicated Neighbourhood Officer who is an easy-to-reach point of contact at One Manchester. If you’re unsure of your Neighbourhood Officers’ details, you can find their details on the neighbourhoods page of our website
- Customer portal: You can contact us through your customer portal account
Two new customer groups you can join
We’re now recruiting for two new formal groups:
Service Improvement Group – This will focus on improving services based on our performance and your feedback
Complaints and Performance Group – This will look at complaints, performance, and satisfaction, with managers attending meetings to respond directly to your views
Both groups meet will meet every three months. These positions aren’t salaried, but we’ll provide a £20 voucher for each meeting you attend. We’ll support with transport, translation, or anything else you need to take part.
We’re looking for 6–8 members per group from a mix of neighbourhoods and backgrounds. We’re especially keen to hear from Black and Black British African customers, so we can make sure all voices are heard and represented.
Interested?
Apply to any customer voice position at or contact us to learn more.
There are lots of ways to get involved. Over the next month, we’ll be working with customer panels to review:
- Our Empty Homes Standard
- The Customer Portal on our website
- Our new Building Safety Resident Engagement Strategy
If any of these sound interesting to you, we’d love to hear from you!
Stock condition surveys - what you need to know
You might be hearing from us to arrange a stock condition survey, so we wanted to tell you a little more about what these are and what to expect. Every five years, we carry out stock condition surveys to assess the overall condition of your home.
These surveys help us plan future investments or improvement works, and ensure there are no issues that need addressing with your home. For example, a survey might show that your kitchen or bathroom will need replacing within the next five years, which will allow us to record this and plan it in. The surveys also help us ensure your home meets the Government’s Decent Home Standard.
We’ll contact you by letter when your survey is due and arrange an appointment at a convenient time for you.
Get set up with a One Manchester account
Are you set up with a One Manchester online account yet? Getting set-up with an online account is a great way to help you quickly and easily manage your tenancy with us.
Follow these five easy steps to set up your account:
- Get your email address, National Insurance number and tenancy number ready
- Visit our website and click ‘Customer Portal’ (in the top right corner)
- Enter your details and click ‘Register’
- Make sure you choose a strong and secure password
- You’re all set, and you can start using your new account
Once you’re set up, you can use your online account to easily pay your rent, book repairs, and manage your details.
Help with Mutual Exchange
A mutual exchange lets social housing residents swap homes with others across the UK. Whether you’re moving for work, downsizing, or just looking for a change, it could be a great option for you.
How does it work?
The easiest way to swap your home is by using the HomeSwapper scheme where thousands of people are looking to move home every day. Simply sign up to House Exchange to find a range of properties across the country. Once registered, you can arrange viewings and start your journey to move home.
If you need help registering, get in touch via our Contact Us form.
Digital Skills
Your journey to digital confidence starts here! Ready to unlock the power of your phone, tablet, or laptop? Whether you’re a total beginner or just need a little boost, our NEW Digital Connect Skills Sessions are your friendly guide to getting the most out of the digital world. Join us every Thursday to access digital skills support.
Health and safety
Keeping you safe in your home
The health, safety, and wellbeing of our customers, employees, and contractors is extremely important to us. We work hard to make sure that the homes we provide are safe and great places to live.
Preventing fire in your home
To help you stay safe we’ve created a brand new Safety at Home Hub filled with all the guidance you need. Visit the hub and read specific safety information about your home and building.
In the event of a fire, please call 999 immediately.
Our performance: Tenant Satisfaction Measures
Each year, we measure your satisfaction with our services through the Tenant Satisfaction Measures (TSMs). This year, nearly 2100 customers provided feedback. We have 22 measures in total (12 from your survey responses, 10 from our performance data), covering areas like home maintenance, building safety, customer service, communication, neighbourhood management, and complaint handling. We share these results with the Regulator of Social Housing and use them to make improvements based on your experiences.
This is the second year we’ve conducted this survey, and we’re pleased to report that 11 out of 12 customer perception measures have improved, with overall satisfaction increasing by 2.1%. Significant improvements include cleaner and well-maintained communal spaces (up by over 4%) and better handling of anti-social behaviour.
Most of your feedback focused on repairs and maintenance, highlighting issues like delays, unresolved problems, and complaint handling. We are addressing these concerns and will continue to work hard to improve based on your feedback.
You can see all our latest results on our Tenant Satisfaction Measures webpage
You said, we did
“I like going on neighbourhood inspections because I can speak to people from One Manchester and other organisations who can help make the community a tidier place to live.” – Sammy, local resident
Sammy told us how important it is to have a voice in her community. She’s joined regular inspections in Rusholme, helping neighbours raise issues like littering in alleyways. She said by walking around her local area with our Neighbourhood Officers, problems have been spotted and sorted faster.
At our April inspection in Rusholme, Sammy and Troy, her Neighbourhood Officer, identified fly-tipping, overgrown greenery, and dumped items including a washing machine and cooker.
We did
These items were quickly removed following the inspection, and a clean-up event was organised to tackle wider littering in the area.
Troy also thought about how we could better communicate with residents about local issues. After spotting a large flock of pigeons in the area, he wrote to residents to raise awareness about the risks of littering, feeding pigeons, and potential fines.
Neighbourhood inspections happen every two months and are a great way to speak up and shape where you live. Want to join the next one?
We're here to listen and take action in your neighbourhood
We’re improving the experience for new tenants moving into our homes. We recently hosted a series of workshops with customers and colleagues, and together we explored what we do now, what a great new tenant journey should look like, and what we can do better.
You said
You shared that the information provided at the start of your tenancy wasn’t enough. You’d like to receive a helpful, easy-to-understand information pack when you move in to your home, and that it includes everything you need to know and do to get settled in your new home.
We did
We’ve listened to your feedback and are now redesigning the induction experience. This includes creating a brand-new welcome pack tailored to your needs. We’re making sure it’s packed with the right information and presented in a way that’s clear and engaging to make sure it’s genuinely useful. We’re excited to roll out this improved experience for all new tenants this autumn.
Your stories
Supporting our customers into employment
Recently, our Employment and Skills team supported Eli (name changed for privacy) into work.
Eli was out of work when he heard about our Let’s Talk About What’s Next sessions, a workshop series designed to help people build confidence, explore training and employment options, and take the next step in their career journey.
After attending all four sessions, Eli was matched with one of our friendly advisors. Through regular phone and Teams calls, we supported him in exploring job opportunities, updating his CV, and building confidence in his next steps.
Not long after, Eli’s advisor was delighted to hear he’d secured a new job. Need support getting into work?
Our friendly team is here to help with one- to-one advice and guidance.
Call us: 0330 355 1000
What's going on in your neighbourhoods?
We’ve made a new events calendar you can easily print and stick on your fridge – a simple way to keep track of all the exciting local events happening this summer.
Summer community events
This summer, we’ve got fun day events taking place in local parks near you. Expect plenty of entertainment with bouncy castles, games, crafts, and plant stalls, plus much more throughout the summer months.
Join our Universal Credit support sessions
We’re holding more support sessions over the summer to help those of you on Universal Credit with updating your rent amount in your online journal. These support sessions will take place at Gorton Hub on the following dates.
Neighbourhood inspection
Join us as we walk around your neighbourhood – you’ll have the opportunity to point out any issues in your local area you want addressed as we go. Whether it’s fly-tipping or overgrown trees, tell us about it we’ll make sure it gets sorted.
Our other Hub drop-ins will remain the same – you can find details of all our drop-in sessions.
Changes to Neighbourhood Hubs drop-ins
We host weekly drop-in sessions with our Neighbourhood Officers at our Neighbourhood Hubs. We’ve listened to your feedback and have made some slight adjustments to some of our drop-in times to better suit your needs. Your new drop -in times are below
Chrysalis Centre 4 Westerling Way, Moss Side (M16 7EA)
Employment and skills drop-in:
- Every Wednesday 10am–1pm
Gorton Hub 27 Garrat Way, Gorton (M18 8HE)
Neighbourhood Officer drop-in:
- Every Wednesday 3.30pm–7pm
- Every Thursday 10am–2.00pm
- Every Saturday 9am–12pm
Employment and skills drop-in:
- Every Monday 9am–4pm
- Every Tuesday 9am–4pm
- Every Wednesday 9am–7pm
- Every Thursday 9am–4pm
- Every Saturday 9am–12pm
Anson Community Centre 38 Meldon Road, Longsight (M13 0TR)
Neighbourhood Officer drop-in:
- Every Tuesday 9am–11am
Employment and skills drop-in:
- Every Thursday 12pm–3pm
The Grange Community Resource Centre 4 Pilgrim Drive, Beswick (M11 3TQ)
Neighbourhood Officer drop-in:
- Every Monday 1pm–4pm
MSV Positive Futures 125 Western Street, Manchester (M14 4AA)
Neighbourhood Officer drop-in:
- Every Monday 10am–12pm
Aquarius Centre 21 Eden Close, Hulme (M15 6AX)
Neighbourhood Officer drop-in:
- Every Wednesday 10am–12pm
Employment and skills drop-in:
- Every Friday 9am–12pm
The Place at Platt Lane Platt Lane, Fallowfield (M14 7FB)
Neighbourhood Officer drop-in:
- Every Tuesday, 9:30am–12:30pm
Have your say
Employment support events - Let's Talk About What's Next
Our ‘Let’s Talk About What’s Next’ programme is a four-week programme designed to help you explore your next steps. After the programme, you’ll be ready to take your next step, whether that’s volunteering, exploring career options, or developing work skills.
Services charges
Pay a service charge? We’re reviewing how we manage service charges are looking for your feedback to make sure we’re meeting your needs and providing service charges in a customer-centred way.
Repairs policy and the lettable standard
We’re reviewing the standard that we get homes to when we get them ready to let. We’re also looking for feedback from customers on which repairs are categorised as Emergency, Urgent, or DTD, and how they’re categorised.
Accessible services
Everyone should be able to use our services with ease. Whether it’s language, disability, or digital access getting in the way, our teams are trained to listen and respond to your needs and offer a range of accessible service options to make sure no one’s left out.
Need information in another language? – We can translate key documents for you, and our website can be viewed in over 100 languages. Just click the Accessibility button at the top of our site.
Prefer to speak in your own language or use BSL? – We offer face-to-face, video, and phone interpretation, including British Sign Language. We’ll do our best to match your preferences, like interpreter gender.
Need a different format? – We’ve got you covered with large print, Braille, audio, and Easy Read versions available of our communications on request.
Our website also includes helpful tools like:
- Text-to-speech in 65+ voices
- Customisable fonts, colours, and spacing
- Reading aids like screen masking, rulers, and magnifiers
Look for the Accessibility button on our website to explore these features.