Customer Catch-up
Welcome back to another edition of our Customer Catch-up.
Welcome to our Customer Catch-up
Acting on your feedback
In every edition, we ask what you liked, what could be improved, and what you'd like to see more of. We're really pleased to share that you gave our July edition an amazing 4.9 out of 5 rating which is up from March!
You said
You told us you'd like to see more about:
- Repairs
- Events
- Help in your local area
- Skills support
- Advice
- Warm hubs
We did
In this edition, we've:
- Shared an update on how we're improving our repairs service, including recent performance
- Expanded our events section with a wider range of activities
- Added information on how to access support and details about warm hubs
You also said
Your favourite content included:
- Upcoming events
- Our performance update
- Information about our services, including the new digital connect skills sessions
We’ve listened and kept these sections in. Thanks for sharing your views and helping us improve!
Ways to contact us
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
We're making important changes to our repairs service
We know how important it is to have a home that’s safe, healthy, and well-maintained. That’s why we’re making big improvements to our repairs service, to respond faster, get things right first time, and keep you better informed.
Why we're making changes
You’ve told us repairs matter most, but we haven’t always got it right. Feedback from the Big Listen, consultation sessions, and the Customer Scrutiny Panel highlighted issues with first-time fixes, communication, and our systems.
What we've done
We’ve listened and acted. Working with customers and colleagues, we’ve reviewed feedback, shadowed repairs, and analysed over 500 pieces of data to understand what matters most and where we need to improve.
What we're changing
Here are some of the key improvements we’re making:
- Homes Hub: We’re introducing a new dedicated team with technical expertise that will diagnose and plan repairs more accurately so issues are fixed faster and properly.
- Photo and video sharing: You’ll be able to send images or videos in real time using tools like WhatsApp, helping us understand the problem more quickly.
- Faster responses to potential hazards: Our Team Leaders, Surveyors, Health and Safety Managers, and Neighbourhood Officers will assess hazards under Awaab’s Law and act quickly to get issues resolved and keep your homes safe.
- Clear ownership: Repairs Managers and Team Leaders will take full responsibility for every repair, including an inspections before and after to make sure your job is done right.
- Better scheduling: We’re making our repairs booking processes simpler to make sure we allow enough time for repairs to be completed right first time.
- Improved communication: You’ll get regular updates, follow-up calls and clearer messages about your repair.
What does this mean for you?
We’re improving how we keep you updated with regular communications, better-timed messages, and clearer details. We’re also upgrading our systems, providing extra staff training, and making sure repairs are booked in the right order.
Every repair will now be triaged, so the right team arrives first time, reducing delays and repeat visits. You can expect:
- Faster responses to hazards
- Quicker repair bookings
- More support and clearer updates throughout the process
Standing together against hate
We know that recent serious incidents have left some members of our community feeling unsafe and unwelcome. Everyone who lives in our city deserves to feel at home. Hatred and discrimination, whether based on skin colour, faith, or any other factor have no place here.
If you experience or witness a hate crime, including racism, please report it to Greater Manchester Police by calling 101 or visiting your local police station. Our Community Safety team is also here to support you.
You can reach us on 0300 355 1000 to report a hate crime or speak to one of our friendly team members for help and guidance. We stand with you. We’re here for you.
Energy Performance Certificate (EPC)
You might hear from us soon to book an Energy Performance Certificate (EPC) appointment.
An EPC shows how energy-efficient your home is and helps us plan future improvements. It’s a legal requirement and lasts for 10 years.
A qualified assessor will visit your home for a short inspection, looking at things like heating, insulation, and windows. Your home will then be given an energy rating from A (most efficient) to G (least efficient), along with tips for improving it.
We’ll contact you by letter when your home is due an assessment and arrange to book your appointment.
Preparing for winter - keeping your home warm this winter
Home starting to get chilly? Check out our cheap and easy ways to make the most of your heating, save money and keep your home warm.
- Try to keep your home a consistent room temperature - this will improve energy efficiency, lower heating costs, and keep your
Preparing for winter – keeping your home warm this winter. - Moving furniture away from your radiators can improve the temperature of your home – your furniture can absorb the heat and prevent it from circulating your room.
- Look out for any drafts around your doors and windows - If you do feel any drafts coming from your doors and windows, get in touch and we can arrange a visit.
- Try to close your interior doors – This will prevent cold air from moving around your house and contain the heat in your house to the areas you’re spending your time.
Spotlight on Social Value
Social value is all about creating extra benefits for local people, beyond what’s expected from a service or contract. At One Manchester, we make sure the organisations we work with are giving something back to our communities.
Here are a two great examples:
Huws Gray teamed up with Sow the City to help refresh the Grierson Street Community Garden in Moss Side. Their team spent the day building planters, clearing soil, and tidying up the space so it’s ready for local people to grow their own fruit and veg.
Emmanuel Whittaker supplied and fitted brand new kitchens and appliances for local community centres Chrysalis Centre and Anson Community Centre as part of their social value commitment to us. Our community partners are, in their words, "over the moon with the works".
We’re proud to work with partners who are making a real difference in Manchester.
Health and Safety
Damp and mould - how to spot it and report it
From 20 October – 26 October it was Damp and Mould Awareness Week, so we wanted to take the opportunity to remind you of the ways to spot damp and mould and what to do if you find it in your home.
How to spot damp and mould in your home?
Damp and mould can affect your health and damage your home, so it’s important to know the signs and what to do if you spot them. We’re sharing tips to help you identify common types of damp and mould, and how to report any issues.
Types of damp and what to look for:
- Penetrating damp – caused by water coming in from outside. Look for stains, peeling plaster, a musty smell, or black mould.
- Rising damp – affects ground floors when water rises through walls. Look for damp patches up to 1m high, flaking paint, or rotting skirting boards.
- Condensation – happens when warm air hits cold surfaces. Look for steamed-up windows, water droplets, or mould near windows and on walls.
Report issues of damp and mould to us.
If you notice any of these signs of damp and mould in your home, contact us as soon as possible. We can help fix the problem and stop it coming back. You can report issues by calling us on 0330 355 1000.
Read more Damp and Mould advice and support
Legal Disrepair Policy
Working closely with our customer panels, we refreshed our Legal Disrepair Policy to better reflect what matters most - clarity, fairness, and support when things go wrong.
You said
You felt the first draft of the policy used too much technical language and jargon, which could make it difficult to understand and use - terms like mitigation, litigation, and adhered were flagged as unclear. You also asked us to clarify what happens if we we're not given access to carry out inspections and how this affects customers.
We did
We simplified the language in the second draft. Where technical terms were necessary, we added clear explanations - for example, for the Scott Schedule, a court document where the claimant lists their claims and the responding party gives their replies.
We also explained what happens if we can’t gain access for inspections: If access isn’t provided after several reasonable attempts, it may affect how we respond to the claim. We’ll keep a record of these attempts and let the customer know what the next steps are, which could include legal action if necessary.
Performance - our regulatory judgement
At the end of September, we were really pleased to share that we've been awarded a C1 grading – the highest possible under the Regulator of Social Housing’s (RSH) new Consumer Standards. The Consumer Standards review how well we're delivering services to you, our customers.
On top of that, we’ve kept our G1 governance and V2 viability grading, which show that our leadership and financial management remain strong and stable.
This recognition reflects our commitment to putting customers first and we’re not stopping there. We’ll keep listening, learning, and improving to make sure our services meet your needs.
Your stories - thank you Mavis
Mavis Holt moved into her home in Gorton on 20 February 1978. After nearly 47 years, she’s recently moved on to a new home, but not without leaving a lasting legacy.
Throughout her time with us, Mavis was a passionate voice for her community. She took part in countless neighbourhood inspections, clean-up days, community events, and feedback sessions, always making sure local people were heard.
She never hesitated to speak up, not just for herself, but for her neighbours too. Thanks to Mavis’s proactive feedback giving and constant communication, we were able to work alongside local councillors to make positive changes within her neighbourhood.
To show our appreciation, we joined Councillors Julie Reid and John Hughes, along with Allen and Doreen Grafton, to present Mavis with a bouquet of flowers and a special engraved vase that read:
"To Mavis, with heartfelt thanks for your years of care and dedication to the Gorton community – One Manchester."
Home adaptations
If you or someone living with you has a disability or is struggling to live independently, we might be able to help you adapt your home to make things easier for you. We’re committed to providing our customers with adaptations to make your home more accessible and help you live independently as much as possible. There are two types of adaptations:
- Minor adaptations - These include internal or external grab rails, lever taps, and adjustments to electric sockets.
- Major adaptations - These include stairlifts, bathroom conversions, extensions, or through-floor lifts.
You can request an adaptation directly through Manchester City Council by calling their team on 0161 234 5001 or by emailing mcsreply@manchester.gov.uk. Alternatively, we can make the referral on your behalf. Please speak to your Neighbourhood Officer about your request and they can make a referral.
Upcoming events
Warm Hubs
Warm Hubs are a warm and welcome space near home where you can make new friends, connect with their community and enjoy a warm drink. To find a warm space near you visit Warm Welcome Campaign.
Universal Credit Support Sessions
Need help setting up your Universal Credit account? Pop along to one of our monthly support sessions and get support from one of our friendly team.
We're now hosting two monthly sessions, on Wednesdays at Gorton Hub and one on Fridays at the Aquarius Centre.
Employment and skills sessions
Our team hosts regular information sessions to help you discover job opportunities, explore career paths, and access the support you need to take your next step.
Find out more about the support the employment support we offer
Our winter wellbeing events are back!
This winter, we’ve teamed up with local community organisations to offer you FREE winter social events at community centres local to you. Starting from November, these sessions will include cooking classes, bingo and group lunches and hot drinks.
Find out more about the sessions taking place near you or give us a call to hear more.
Have your say on your neighbourhood
Have your say on your neighbourhood
We’ve been gathering insights about your neighbourhood to better understand the area and its residents, and now we’d love to hear from you. Your feedback will help shape a targeted action plan to address local challenges and improve your neighbourhood.
Please take a few minutes to complete our short survey and help make a real difference where you live.
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. Tell us what you like, what you don’t like, and what you’d like to see more of in future editions. Your feedback will help us make your Customer Catch-up even better for you.
Share and win! – let us know what you think for a chance to win a £50 shopping voucher.
