Customer Catch-up
Welcome to the second edition of your 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.
You said
The content you enjoyed the most was:
- Our performance update
- The customer story
- You said, we did
- Winter support
We’ve kept all these sections in this edition.
You said
You’d like to see more about:
- How we’re showing transparency
- Our plans to improve services
- How we’re listening to your views
- Our work adapting homes for disabled customers
We did
Act on this feedback, we’ve included in this edition:
- How we’ve listened and plan to improve our repairs service
- How we’re acting on your feedback in our ‘You said, we did’ section
- How we support our disabled residents
We’ll keep prioritising transparency in every Customer Catch-up. Thanks for sharing your views and helping us improve!
Improving your repairs service
Last year, we asked for your feedback on our repairs service through the Big Listen. You shared what needed improvement, and we’ve been working behind the scenes to make this happen. This year, we’re excited to introduce these changes!
To truly understand your experience with our repairs service, we also worked with the Customer Scrutiny Panel to:
- Shadow repairs appointments
- Review your feedback
- Listen to calls to understand the issues
- Analyse our processes and look at key data
Our proposed changes - we’d love your input on these key areas that we’re going to be focusing on:
- Getting repairs right first time - we'll set up a dedicated team to accurately diagnose and plan repairs to make sure we’re sending the right people with the right equipment to get the job done right during our first visit.
- Better communication throughout your repair – You told us communication needed to improve, so we’re reviewing how, when, and why we communicate with you about your repairs.
- Fixing our technology for a smoother experience – We know scheduling and appointment errors have caused frustration. We’re working closely with our providers to enhance our systems to help remove these issues and ensure a smoother service for you.
- More convenient appointment times – We understand that life is busy, and our appointment times don’t always fit your schedule. That’s why we’re reviewing our operating hours to make them more convenient for you.
- Value for money – faster, more effective repairs We’re making changes to improve the efficiency of our service, to ensure we’re saving time and money whilst delivering the best possible service for you.
Your feedback is shaping the changes we’re making, and we’re excited to roll out these improvements soon.
Navigating your rent
We know managing rent can be challenging, but we’re here to help.
Universal Credit Migration – what you need to know. If you’ve received a letter about switching to Universal Credit, don’t worry – we’re here to guide you through it. We’ve created a helpful FAQ to make the change easier.
Your rent – how we ensure value for money for you
In March, we’ll be in touch to let you know your rent and service charges for 2025/26. As a not-for- profit, every penny of your rent is reinvested into essential services, including:
- Repairs, maintenance and safety checks
- Long-term improvements to homes and communities
See how every £1 of your rent is spent
Customer Catch-up
If you’re struggling to pay rent, our Income team is here to help you. To get support give us a call on 0330 355 1000 or complete our Contact Us form.
Get financial support this winter
Winter Household Support Fund - Manchester City Council is offering financial help for vulnerable households impacted by the cost of living crisis.
Money help from our friendly team - If you’re worried about affording your heating or rent, call 0330 355 1000 or complete our Contact Us form the team will be happy to help.
Repairs appointments
If you spot something that needs fixing in your home, we’re here to help you get things sorted. We classify repairs into three categories: Emergency, Urgent, and Appointable. When you book a repair, we’ll then assign it to one of these categories to determine how we prioritise your repair.
Our repairs categories
- Emergency repairs - We aim to attend to emergency repairs within 24 hours of being reported, and in some cases, we’ll make things safe within 4 hours. We decide what qualifies as an emergency so we can prioritise most urgent issues. Our full list of repairs.
- Urgent repairs – Are booked and carried out within 10 working days of being reported.
- Appointable repairs – Are scheduled and carried out within 45 working days of being reported.
Our repairs performance over the last year, here's how we did:
- Emergency repairs – 99.7% completed on time
- Urgent repairs – 84.2% completed on time
- Appointable repairs – 93.4% completed on time
We’re always working to improve, and our planned changes to our repairs service will help us continue to improve these figures
Tenancy Experience Visits
Each year, we arrange a visit to your home for your annual tenancy experience visit. This is a chance for us to get to know you and your home better. During the visit, your Neighbourhood Officer will chat with you about any issues you’re facing, and discuss what support might help you in your home and neighbourhood.
What are the benefits
- Share any issues you’re having in your home or neighbourhood and we’ll log them for you
- Get advice and support about your tenancy
- Update us on any changes to your situation
- Build a relationship with your Neighbourhood Officer
Your Neighbourhood Officer will be in touch to arrange your visit soon. If you’ve missed your appointment, give your Neighbourhood Officer a call and they can rearrange it for you.
Customer Catch-up
Gas safety checks protect you and your home
Our responsibility – We’re responsible for making sure that the gas appliances, fittings, and flues we provide are safe. This includes things like boilers, central heating systems, and gas fires.
To keep everything in check, we carry out an annual gas safety check, which is done by a fully qualified Gas Safe Engineer. We’ll send you a reminder when it’s time for the check and arrange a convenient time for you.
After the check, we’ll send you a Gas Safety Certificate within 28 days. If anything doesn’t pass, we’ll work with you to sort it out.
Your responsibility – It’s really important you allow us access to your home for your annual gas safety check. Refusing access for your check is a breach of your tenancy agreement and could put your tenancy at risk. Your safety is our priority, so please reach out if you have any questions or concerns about gas safety! Smelling gas?
Call the National Grid immediately at 0800 111 999
Customers at the heart - get involved, in a way that suits you
Our Customer Voice Framework has launched, giving you even more ways to have a say on our services! You’ve told us you want a variety of easy and accessible ways to get involved, and we’ve got you covered. From filling out a survey, to attending an in-person session, you’ll have the chance to help shape the services you rely on. Stay tuned for more details!
Here’s how our Customer Voice Panels have already made an impact in 2025:
-
Income Panel: Former Tenant Arrears Policy – We wanted to make our policies and letters about former tenant arrears clearer and more supportive. After in-person consultations, you told us to avoid abbreviations, include steps to contact next of kin, and differentiate letters for tenants with arrears and those in credit. We’ve done just that. We’ve also added repayment plan information right at the start and included important references in all letters.
-
Communications Panel: rent and service charge letters – To make our rent increase letters clearer, customers suggested moving the rent and service charge table down the page. We also made the rent breakdown more prominent and highlighted the next steps and support sections for better visibility.
-
High-Rise Customer Panel: Building Safety – We’re improving building safety and resident communication. We’re developing a new Building Safety Strategy and working on how we communicate about safety. Based on feedback from in-person meetings, we updated our safety letters to clarify the Stay Put policy and the different types of alarms in each building.
Thanks to your input, our letters and policies are now clearer and more supportive. We’ll keep listening to improve our services. If you’d like to join one of our customer panels, please get in touch. You can have your say by choosing a panel that interests you.
- Procurement
- Service Charges
- Quality Homes
- Customer service
- High-rise
- Youth panel
- Communication
Our performance: complaints
Listening to complaints is one of the best ways for us to understand your experiences and challenges. We want things to go perfectly every time, but we know that issues can arise. When they do, it’s our priority to respond quickly and resolve your concerns. Here’s how we’ve improved our complaints handling this year
Satisfaction
of customers were satisfied with our complaints handling in 2023/24
Although this was a lot higher than the average for housing associations (35%) we wanted to improve. We set a target of at least 60%. We set a target of at least 60% satisfied overall in 2024/25. Guided by the Housing Ombudsman’s complaints handling code, and your input, we introduced a new complaints policy and process designed to make the experience better. Things have steadily improved and between October to December in 2024, 59% customers were satisfied with complaints.
Response times
of stage 1 complaints were responded to on time in 2023/24
of stage 2 complaints were responded to on time in 2023/24
This fell short of our standards, and we’re really sorry if this affected your complaint.
This year, following our changes, our response times have improved
of stage 1 complaints have been responded to on time
of stage 2 complaints have been responded to on time
For the months where we didn’t achieve 100%, we’ve looked into the issues and made changes to prevent the same issues from happening again.
How we're improving
We aim to learn from feedback to reduce complaints over time. Thank you for your feedback, it helps us improve, for everyone.
- Learning from complaints – We use your complaints to identify where organisational change is needed.
- Mapping customer journeys – We make sure colleagues see things from your perspective to make these journeys smoother.
- Tracking promises – We ensure all promises made in complaints are logged and kept.
- Doing more surveys – We now have a survey that checks if you’re happy with our complaints service after you’ve used it.
Your stories
Supporting Ahmed to enjoy his garden again
Recently, we supported Ahmed (name changed for privacy reasons) who, due to his paralysis, was unable to maintain his garden, causing it to become overgrown. At his tenancy experience visit his Neighbourhood Officer noticed he was unable to access or enjoy his garden and arranged for his garden to be cleared and tidied restoring it for Ahmed’s use.
We also offered additional support, including signing him up for our Assisted Gardening programme and letting him know about other adaptations support available. Ahmed was happy with the outcome - telling us he wouldn’t have asked for help himself, but thanks to his home visit, we were able to step in and offer support.
At One Manchester, we’re committed to making your homes more accessible, helping you live independently, and making everyday life easier. Ahmed’s story highlights just one type of support we can offer our customers.
Universal Credit support sessions
Need help setting up your Universal Credit account for your 2024/25 rent payments? Join our support sessions this April at Gorton Hub.
New neighbourhood drop-ins near you
You’ll have the opportunity to point out any issues in your local area you want addressed as we go. Our inspections take place on the same day on a bi- monthly basis, find out when your next inspection is.
Chrysalis Centre
4 Westerling Way, Moss Side (M16 7EA)
Neighbourhood Officer drop-in: Friday 10am-12pm
Employment and skills drop-in: Wednesdays 10am- 1pm
MSV Positive Futures
125 Western Street, Moss Side, Manchester (M14 4AA)
Neighbourhood Officer drop-in: Mondays 10am-12pm
Anson Community Centre, Longsight
28 Meldon Road, Longsight (M13 0TR)
Neighbourhood Officer drop-in: Tuesdays 10am-12pm
Employment and skills drop-in: Thursdays 12-3pm
The Grange Community Resource Centre
4 Pilgrim Drive, Beswick (M11 3TQ)
Neighbourhood Officer drop in: Mondays 10am-12pm
Employment and skills: Future Focus
Interested in a career in a new industry, but want to find out more? Our Future Focus events help you connect with local employers and find out about roles available.
Coming up next time
- Our summer fun days – Summer is coming! This May, we’re bringing back our much-loved summer fun days. We’ll share all the details in our next edition.
- Tenant Satisfaction Measures – Find out how we’re doing in the latest Tenant Satisfaction Measures.
Terms and conditions
The deadline for submitting your feedback is Wednesday 30 April. Late entries will not be considered.
One winner will receive a £50 voucher. The prize is non-transferable and no cash alternative is available.
The winner will be selected at random and announced on Friday 2 May. We’ll contact the winner by email. If the winner cannot be contacted within 7 days, a new winner will be chosen.
Eligibility:
- Open to One Manchester customers only
- You must provide your name, address, and email to enter
Data protection
By entering, you agree to the collection and processing of your personal data only for the purpose of the competition, as per One Manchester’s Privacy Statement which can be found on our website.