Customer Catch-up
Welcome to your summer 2026 Customer Catch-up
Acting on your feedback
In every edition, we ask what you enjoyed, what we could improve, and what you’d like more of.
You said:
In the last edition, you told us you wanted to see more about upcoming events.
You also said you wanted to hear more about safety and wellbeing.
We did:
In this edition, we’ve:
• Included our usual events section plus a new calendar of all the summer fun days happening across your communities.
• Added more information about our Community Safety team and the ASB support available.
Thanks for sharing your views and keep the feedback coming!
Your updates
Pay your rent on time and you could win a prize!
We’re excited to launch our new Rent Prize Draw, designed to reward customers who keep their rent payments on track.
From now until the end of September, if you pay your rent on time, you’ll be automatically entered into our monthly prize draw.
Staying up to date helps you avoid arrears and now it could win you a prize too. Be in it to win it.
Click below to read more about our Rent Prize Draw and read the T&Cs:
What to expect when making a complaint
We want to provide great service, but if something goes wrong, we want to hear from you.
When you make a complaint, we will:
• Acknowledge it within 5 working days
• Investigate and respond within 10 working days
• Review Stage 2 requests within 20 working days
• Send a holding update if we need more time
• Offer a fair remedy if we’ve fallen short
• Learn from what happened so we can improve
How to make a complaint
• Online form
• Call us on 0330 355 1000
• Email complaints@onemanchester.co.uk
• Write to: Complaints Team, Lovell House, Archway 6, Hulme, M15 5RN
• Or tell any One Manchester colleague
Your new Repairs Handbook
Last year we shared the improvements we’ve been making to our repairs service based on your feedback, and we’ve now given you your new Repairs Handbook. The handbook explains how repairs work, how quickly you can expect them to be completed, and who is responsible for what. It’ll help you understand our repairs service so you always know what to expect and how we’ll support you.
Making it easier to get in touch
We’ve been improving how you contact us so it’s quicker and easier to get the help you need. When you call, you’ll now have the option to request a callback so you don’t have to wait on hold. We’ve also introduced short post call surveys, giving you the chance to tell us how we did and where we can improve.
We’ve also made updates to the Customer Portal to make managing your account simpler. It’s now easier to view and download your rent statements, and you can filter and navigate your transactions more clearly. You can report multiple repairs in one go and upload photos to help our teams understand the issue before they arrive.
And if you prefer to get quick answers online, you can now use our new webchat. It’s available on every page of our website — just look for ‘Chat with us’ in the bottom right corner.
Our Digital Lending Library is back
Earlier this year, we launched our Digital Lending Library, giving customers the chance to borrow a laptop for three months. It was hugely popular, and we’re pleased to reopen the scheme for new applicants.
If getting online is difficult due to cost or confidence, borrowing a laptop could be a great first step. Speak to your Neighbourhood Officer if you’d like a referral.
Click here to find out more about our Digital Lending Library.
Access to your home is essential for your safety
It’s really important that you let us into your home for safety inspections. These checks help keep you and your family safe.
We may need to visit to:
• Carry out legally required safety checks
• Complete gas, electrical or compliance work (Even if you don’t use gas, there may still be a live supply we must check)
• Fix small issues before they become bigger problems
If we can’t get access, it can put you at risk and stop us meeting our legal responsibilities.
If you can’t make your appointment
• If it’s the same day, please call us as soon as you can
• If you have more notice, contact us through any of our usual routes
Even a quick call helps us rearrange and we may be able to offer the slot to someone else.
Here to help if things are tough financially
If you’re finding it hard to manage your money, you’re not alone — and we’re here to help. Our experienced Financial Inclusion team can support you with anything from benefits applications to budgeting advice, including help with Housing Benefit, Universal Credit and PIP claims.
One customer recently told us how much difference this made during a difficult time. With help from our Financial Inclusion Specialist, Sabastian, their rent is now fully covered through Universal Credit, and they’re receiving extra benefits they didn’t know they could claim. They said:
“Sabastian is an absolute superstar and a credit to One Manchester. What he has done for us has made an extremely difficult time feel a little easier and lifted a weight off our shoulders.”
We know it can feel daunting to reach out about money worries, but you don’t have to face it alone. Our friendly team is here to support you.
Keeping you safe in your home
Everyone needs to feel safe where they live. Our Community Safety team is here to help with anti-social behaviour (ASB) if you’re experiencing any issues.
ASB can include things like:
• Hate crimes or hate incidents
• Threats or violence
• Repeated abusive behaviour
• Harassment
• Damage to property
If something is affecting you, please reach out. You can contact your Neighbourhood Officer, call us on 0330 355 1000, or fill in the Contact us form on our website. We’re here to support you and work with your community to resolve problems as quickly as possible.
Stay fire safe this summer
We’d like to remind our customers to stay safe especially when there’s hot weather. Please remember:
• Don’t BBQ or discard cigarette butts on balconies
• Don’t wedge fire doors open
• Don’t overload electrical sockets
General barbecue safety
• Make sure your barbecue is on a safe, flat surface and well away from fences, plants, garden furniture and other flammable items.
• Only use Barbecue Lighter Fuel or Firelighters to start your barbeque, NEVER use petrol, paraffin or other flammable liquids.
• Once your barbecue is lit, NEVER add more liquid fuel.
• Keep children and pets well away from your barbeque.
• Keep a bucket of water nearby in case of accidents/emergency. When you have finished cooking with your barbecue, always extinguish the coals using water.
These simple steps help keep you and your neighbours safe.
Test your smoke alarms
Checking your smoke alarms regularly is one of the easiest ways to keep your home safe.
Please test your alarms every week and change the batteries once a year. Never remove them.
If you have a carbon monoxide (CO) monitor, make sure that’s working too.
You said, we did: Improving your Customer Portal
You told us you’d like more features in the Customer Portal, especially around repairs and your transaction history, so we’ve been making improvements.
We’ve added the option to report multiple repairs at once and added an “Other” category for more complex repairs. You asked to request updates on your repairs; you can now do this by entering your repair order number. And you can now download transaction statements and filter by payment type.
Your stories: Steve's experience on a Customer Panel
Steve is a member of our High Rise Panel and shared why he got involved:
“Important decisions about improvements and repairs are often made by people who don’t live in high rise flats. I wanted to make sure our voices were heard.”
He told us how much he values seeing colleagues work hard to support customers, and how panel meetings help tackle real issues that affect everyday life.
Feeling inspired?
What's going on in your neighbourhoods?
A summer of fun for the family
Our summer community fun events are back this summer! Each featuring free activities like bouncy castles, crafts, entertainment, and more.
Digital Connect drop-in sessions
If you’d like to build your digital skills, our Digital Connect sessions run every week.
Where: Gorton Hub
When: Every Thursday 10am-12pm
Local resident Mia told us how much the sessions have helped her:
“At my age, the biggest problem is confidence. But with the friendliness and support here, I’m learning bit by bit — and I’m very grateful.”
Employment and skills events: Careers in Health and Social Care
Our event series features informal sessions, each focusing on a different industry, designed to help you find out more about what a role in that sector could look like, hear from industry professionals and sector specific training providers and learn about vacancies in the sector.
Where: Gorton Hub, 27 Garratt Way (M18 8HE)
When: Tuesday 21 July at 10.30am
New after school clubs in Openshaw and Gorton
Come along to our new free after school clubs, unning every week from 3.30–5pm, these fun arts and crafts sessions are a great way for children to get creative after school. There’s no need to book — just drop in.
Where to find us
Gorton: Wednesdays
Where: Gorton Sure Start Centre, Sacred Heart, Glencastle Road (M18 7N)
Openshaw: Fridays
Where: St Clements Sure Start Centre, Melville Close (M11 1LR)
We’d love to see you there.
Have your say
We want to hear from you about rent support
We want to understand your experiences with paying your rent and what support would be most helpful for you.
Please fill out our short survey to help us improve our services and how we support you.
