Customer Catch-up
Welcome to your first Customer Catch-up of 2026
Acting on your feedback
We’re now in our second year of sharing these updates with you. In every edition, we ask what you enjoyed, what we could improve, and what you’d like more of. Thanks to your feedback, our first year of Customer Catch-ups received an average rating of 4.9 out of 5, which we’re really proud of.
You said
Last year, we held a Brew and Review event to hear directly from you about how we’re doing. You told us you’d like:
- Better signposting to our services and Neighbourhood Hubs
- More real customer stories showing the positive impact of our support
We did
In this edition, we’ve included a story from Ezra, who has benefitted from support from our Financial Inclusion team. You’ll also find more updates on our services and how to access them.
We’ll keep doing this in every future Customer Catch-up so you can always read customer stories and know what help is available and how to reach us.
Thanks for sharing your views and helping us improve!
Your updates
Supporting you with your rent
We’re here to help you feel secure in your home. We know that life can change quickly, and sometimes keeping up with rent payments can be difficult. If you’re finding things tough, our friendly teams are here to guide you and make sure you get the support you need.
Support available
We can help you:
- Set up a manageable and affordable rent payment plan
- Understand changes linked to Universal Credit migration
- Get answers to any questions you have about your rent or payments
How to get support
- Call us on 0330 355 1000 (Monday–Friday, 8am–5pm)
- Contact your Neighbourhood Officer directly
- Visit your local Neighbourhood drop-in for face-to-face support
Ezra’s story (which you can read in full further down) shows the real difference our support can make. When he was going through a tough time, he reached out to our team, who helped him set up an affordable repayment plan so he could get back on track and rebuild his confidence. He’s now cleared more than £3,000 in rent arrears, and he and his family are enjoying a much more secure future.
Moving to a home that's right for you
If your property’s starting to feel a little too big or hard to manage, Rightsizing could help you move to a home that suits your life today, without losing the comfort, community and familiarity you value.
Rightsizing is about moving from a larger family home into a smaller, more manageable one that better fits your needs. People choose to Rightsize for many reasons, ranging from reducing bills, moving to a more manageable space, to being closer to loved ones.
What our Rightsizing service offers:
- Dedicated support from a Rightsizing Officer from start to finish
- A free home removal – making the process hassle and stress free
- A £2,500 cash payment, paid after you’ve moved
Interested? Get in touch with our Allocations team using our website.
We’re also holding a drop-in event on the 25 March at the Aquarius Centre. Find out more about the event here.
What to do if your home is in disrepair
If something in your home needs fixing, the best thing to do is contact One Manchester directly.
Recently, some third-party companies have been contacting customers about making disrepair claims, but these offers can come with hidden fees, long delays, and risks to your personal information.
Coming to us first means you avoid legal fees and speak directly to a team who genuinely wants to put things right.
We’re here to keep your home safe, comfortable, and well cared for, just let us know when something needs attention.
Read our Legal Disrepair Policy here, and for advice on dealing with disrepair, click the button below.
Why access matters for your repairs
When we book a repair appointment, we need to be able to access your home. When we can’t - a "No Access" - the repair doesn’t happen, and it affects everyone.
Our current No Access rate is equivalent to over 8,000 missed appointments, which adds up to more than a month of repairs work lost. That’s customers’ money and time that could otherwise be used to fix homes and reduce waiting times.
Access is also essential for health and safety. Many visits are needed to carry out vital checks, such as gas and electrical work, and we must be able to get in to keep homes safe and meet our legal responsibilities.
If you can’t make your appointment, it’s really important to tell us:
- Call us as soon as possible if it’s the same or next day
- Use any of our contact routes if you have more notice
Letting us know early helps us offer the slot to another customer and avoid wasted appointments.
We’re reviewing No Access alongside customers to improve communication, reduce delays, and make repairs work better for everyone. Read the full article and find out what we’re doing so far.
Your property survey - what you need to know
Every five years, we carry out what we call a property survey to check the overall condition of your home. There’s nothing to worry about, it simply helps us spot any issues early and plan future improvements.
Just like a car MOT, it might highlight things that may need attention in the coming years, such as a kitchen or bathroom that’s due for replacement. This helps us plan the right work at the right time.
We’ll send you a letter when your survey is due and arrange an appointment at a time that works for you. It’s really important that someone is home for this visit. If you can’t make the appointment, please let us know so we can rearrange it.
Our Equality, Diversity and Inclusion (EDI) Strategy
Making sure One Manchester works for you
Inclusion is at the heart of how we work at One Manchester. That’s why we’ve updated our Equality, Diversity and Inclusion (EDI) Strategy for 2025–2028 – to make our services fairer, more inclusive and even better for everyone. Our strategy sets out what we will do over the next three years to make sure every customer is treated with dignity and respect – no matter who you are, where you come from or what your needs might be.
What this means for you
- Inclusion in everything we do
Inclusion isn’t an add-on — it’s how we work. It shapes how we design, deliver and improve our services. We want everyone to feel valued, listened to and supported when dealing with us. - Your voice matters
Our strategy was shaped by what customers told us through surveys, feedback, resident meetings and Customer Voice panels. Your experiences are helping us improve the services you receive. - Services that work for everyone
We’re committed to removing barriers – whether that’s language, disability, digital access or anything else that makes it harder for you to get the support you need. We’ll make reasonable adjustments and tailor our approach to your needs. - Safer, stronger neighbourhoods
We’re working with local partners and communities to build trust, reduce inequality and strengthen connections. Our aim is neighbourhoods where people feel safe, listened to and proud to live. - We’re accountable
We will measure progress through what you tell us, customer satisfaction results and clear equality data (handled responsibly and transparently). Our Board and Leadership Team will regularly review how we’re doing. - Long-term change, not one-off promises
This isn’t a quick fix. It’s a three-year plan with actions, reviews and shared progress – because inclusion is an ongoing journey.
We want every customer to feel valued, supported and able to thrive – and this strategy is how we’re making that happen.
View the full strategy and hear from our Chief Executive and EDI Board Lead.
You can also access the strategy in different formats or languages to suit your needs.
Your service spotlight
Access employment and skills support with our free service
Whether you’re just starting out, currently unemployed, thinking about a career change, or returning to work after a break, we’re here to help. Our friendly team offers personalised one to one support for anyone aged 16 and over, no matter where you are on your career journey. We’ll work with you to find the right job, training or development opportunities.
We can support you with:
- CV writing
- Job searching and application support
- Finding work placements, training programmes and volunteering opportunities
- Interview preparation
- Confidence building
You’ll also get guidance from our experienced Employment Mentors, who have lots of expertise in helping people move into work.
How to access support
- Call the team on 0300 355 1000
- Complete our Contact Us form and a member of the team will get back to you
- Visit one of our weekly Employment and Skills drop-in sessions for face-to-face advice
Tenancy Experience Visits - You said, we did
We now carry out Tenancy Experience Visits (home visits) with all our customers.
These visits are all about you and your home. They give your Neighbourhood Officer the chance to chat with you about any issues you may be experiencing, talk through any support you might benefit from, and make sure everything in your home is safe and in good condition.
Your Tenancy Experience Visit is also a great opportunity to give us feedback and let us know how we can better support you. Stuart’s story shows just how much of a difference these visits can make.
You said
During his Tenancy Experience Visit, Stuart told his Neighbourhood Officer that he was struggling to manage at home and that his property had fallen into poor condition.
We did
We arranged a deep clean of Stuart’s home through social services and connected him with a partner organisation for fuel support, which helped him clear his debt and get his gas switched back on.
We also provided a decorating pack and Thrive Fund vouchers so he could refresh his home and buy essential furniture. Stuart is now planning to decorate and has started attending our Digital Connect sessions to build his skills. We’ll continue to support him as he gets back on his feet.
Health and Safety
Water hygiene advice
Our homes are fitted with high quality water systems, but if you’ve been away for a while, for example on holiday or after a hospital stay, the water in your pipes may have been sitting still. When water isn’t used for a long time, natural bacteria can grow.
Legionella bacteria are commonly found in water. They can multiply in stagnant or stored water, and in rare cases this can lead to Legionnaires’ disease, a serious lung infection caused by breathing in tiny water droplets.
How to reduce the risk
- Keep your hot water hot — your thermostat should be set to at least 60°C
- Clean your shower heads and taps regularly to help stop bacteria building up
- If your taps or showers haven’t been used recently, run them for about two minutes
- Flush your toilet if you’ve been away for more than a week
- If you’re away for more than 7 days, run all taps for at least five minutes when you return to refresh the system
Your stories - helping Ezra make a new start
Ezra* first got in touch with us back in 2019, during one of the toughest times in his life. He was dealing with some personal challenges and had fallen behind on his rent, leaving him worried about losing his home.
He knew he needed support, and that’s when our Financial Inclusion team stepped in to help.
Together, they worked through a Debt Relief Order (DRO) which is a really important first step that helped Ezra get some breathing space and start to rebuild his life.
Fast forward to 2021. Ezra had just welcomed his first child, and with changes to his income, he found himself struggling with rent arrears, so he reached out and we were there to help. Our team worked with him to set up a realistic and manageable payment plan, giving him a clearer way forward.
Support didn’t stop at finances. Ian, his Neighbourhood Officer, also made sure essential repairs were carried out in his home. Ezra says Ian’s advice has made a huge difference, helping him create a safe, stable place he can feel proud of as he raises his family.
Recently, Ezra hit a huge milestone, he successfully cleared more than £3,000 in rent arrears. He now feels more confident and is focused on building an even stronger future. Ezra says the support from One Manchester has been both practical and emotional – a steady presence during a really challenging time.
\*Name changed for privacy
What's going on in your neighbourhood?
Your upcoming Neighbourhood Inspection
Join us as we take a walk around your area with your Neighbourhood Office, you’ll get the chance to point out any issues that need addressing. We’ll note it down, so our colleagues know to get it sorted.
You can see the coming month’s scheduled Neighbourhood Inspections on our Events Calendar.
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.
