Customer Catch-up
Welcome to the first edition of your brand new
One Manchester Customer Catch-up!
Welcome to Customer Catch-up
Welcome to the first edition of your brand new One Manchester ‘Customer Catch-up’! We're excited to share the latest news and updates from across One Manchester. We'll be sending you these updates every three months, packed with updates that matter to you.
Wishing you a happy festive period!
We’d like to take this opportunity to wish you a safe and restful festive period and a very happy New Year. We'll be running a reduced service from 5pm on Monday 23 December 2024 until 8am on Thursday 2 January 2025. If you have an emergency over the festive period, our out of hours service is on hand to help you - you can reach us by calling 0330 355 1000.
We know that the festive period can be hard for many of us. If you’re struggling, don’t do it alone – support is available.
Navigating your rent
We know that navigating your rent can be a struggle. That’s why we’ve launched a brand-new campaign designed to help you navigate your rent and find your way.
Get support: If you’re struggling to pay rent, it’s hard to know which way to turn. Our Income team are here to help you, they can help you make a rent payment, answer your rent payment questions , and get you set up on a rent repayment plan if you’re struggling to make a payment.
Give us a call on 0330 355 1000 and our Income team can help you over the phone, Monday-Friday between 8am-5pm.
Let's get winter ready
We know the cold seasons can be difficult, and we want to do everything we can to support you. Our ‘Let’s Get Winter Ready’ campaign is all about helping you get the advice and support you need this wintertime.
Get support this winter
- Report issues of damp and mould : If you’re worried about damp and mould in your home, let us know right away! We can help fix the problem and stop it coming back. Email healthyhomes@onemanchester.co.uk or call us on 0330 355 1000.
- Apply for our Thrive Fund: If you need helping purchasing essential items you may be struggling to afford like furniture, carpets or kitchen appliances. Find out more about the fund and how to apply here
- Check if you’re eligible for the Winter Fuel Payment: Check if you qualify for a £200 or £300 payment to help with heating bills.
- Get money help from our friendly team – If you’re worried about affording your heating or paying your rent this winter, our Financial Inclusion team can support you. The team provide confidential advice and support via appointments. Email financialinclusion@onemanchester.co.uk or call us on 0330 355 1000.
- Call the Manchester City Council Cost of Living support line: Access support from Manchester City Council by calling their freephone line 0800 0232692.
- Read our top tips: We’re collated some top tips to help you this winter, from the best ways to keep your home warm to advice on how to deal with your pipes if they get frozen.
Meet with us face-to-face
We know you like to meet with us face-to-face from time to time to chat about your home, community, and anything else to do with your tenancy. You can speak to someone in person by popping into your local neighbourhood hub drop-in session.
We're also excited to have introduced two new neighbourhood hubs!
Getting to know you better
We're working hard to improve our services and better understand your needs - so when we next chat, we might ask a few extra questions about your home and household. This information will help us identify any specific needs or potential issues you might be having, so we can be more proactive in providing you with the support you need.
Your stories
Supporting Pauline to a get a new heating system
This winter, we’re taking a proactive approach to support our customers who are unable to use their gas, to get their gas meter cap removed. A gas meter cap is when a cap is placed on your gas meter externally which stops any gas being supplied to your home. We recently helped Pauline (name changed for privacy reasons) have the gas meter cap on her home removed – and we could help you too.
Pauline was struggling to keep her home warm, we supported her to choose an affordable energy supplier and installed a new gas boiler for her. Pauline can now afford to heat her home and is much happier as a result.
If your gas meter is currently capped and you don’t want it to be – please get in touch - we can help.
Your voices
Join one of six new Customer Panels
We’re on the lookout for customers who want to use their voice to help shape things at One Manchester by being part of one of our six new customer panels. The panels are a chance for you to have your say and influence the services and topics that interest you. You can participate as much or as little as you like and receive a £20 voucher for every meeting you attend.
ProcurementReview the companies we partner with, and help us make sure any new contracts meet customer needs. |
Service chargesHave your say on how we manage service charges. This is open to anyone who pays a service charge. |
Quality homesWork with us to shape our repairs service and influence investments in homes. |
CommunicationShape how we communicate with you, looking at everything from the letters we send to what’s in this new customer update. |
Customer serviceWork with us to improve customer services, including how accessible they are, and our service standards for them. |
High riseContribute to building safety plans and decisions at high rise buildings. Open to customers over 18 years old living in a high-rise building. |
Interested?
To apply, click here, or get in touch with us in the way that you prefer.
You said, we're doing
In every edition of our Customer Catch-up, we’ll be sharing some of how we’ve listened to your feedback and made real changes in response to what you’ve told us.
Repairs
You said: You’re frustrated when repairs are delayed because they weren’t attended to in the right order and this was causing delays. For example, a painter might have turned up before the plasterer had completed their work.
We did: We’ve made changes in our systems to fix this issue. Now if an appointment needs to be moved, the entire series of jobs will be reviewed and adjusted, to stop operatives attending in the wrong order. This will ensure there are no unnecessary delays for you.
Fencing
You said: You felt that fencing repairs weren’t happening fast enough, and you weren’t getting enough updates or being kept informed.
We did: Our Repairs team has changed the way we deal with fencing repairs. We’re now allocating fencing jobs to our external contractor, Caseys to get your fencing repairs completed faster. We’re working with Caseys to make sure work stays on track and you’re kept in the loop every step of the way.
Communication
You said: You wanted to have more input into how we communicate with you. Many of you also said you missed receiving updates through your door.
We did: We’ve heard you loud and clear! That’s why we’ve launched this Customer Catch-up so you can receive regular updates from us. We’re also setting up a Customer Voice Communications Panel to give you the chance to have your say on our communications.
How we're performing
We’ve now published our latest Customer Annual Report, looking back on April 2023- April 2024. We’ve published lots of different performance information so you can see how we’re doing and what we’re doing to address things in the areas where we need to improve.
What we're really proud of
4,882
Tenancy experience visits these helped us get to know you, find issues earlier and make more referrals for support
1,612
Customers supported through the Thrive Fund
£21m
Financial gains made for customers through our money advice service
60
Consultation events including the Big Listen, where your views influenced lots of services and decisions
£97m
Upping our investment in safety, energy efficiency, and tackling damp and mould (we’re investing over £97 million in homes and communal areas over the next three years).
Performance we’re working to improve and how:
- 1,025 complaints and 49.5% satisfied with our handling of complaints - while we're pleased that this means the complaints service is accessible, we're aiming to bring this down by learning from the feedback.
- 72.2% satisfied with repairs and 66% satisfied with the time taken to do the most recent repair - the Big Listen, the Customer Scrutiny Panel, and our repairs service review are helping us rebuild a repairs service that customers are more satisfied with this year.
- 69.6% satisfied overall - through introducing more customer voice opportunities we're understanding more about what matters most, and soon we’re also working with customers to fully review our service standards and style.
To read our Customer Annual Report 23/24 in full click here.
What's going on in your Neighbourhood
Winter social events
Come along to our winter social events at your local neighbourhood hubs. These events are completely free and an opportunity to try a creative activity, enjoy a warm meal and drink and get support from our friendly colleagues.
Neighbourhood inspections
Is there something in your local area you’d like to make us aware of? Join us as we walk around your neighbourhood – you’ll have the opportunity to point out any issues in your local area you want to be addressed as we go.
Employment and skills events
Ever considered a job in the housing sector? Our next Future Focus event might be for you!
When: 10.30am-12pm on Wednesday 29 January
Where: Gorton Hub
Tell us your thoughts
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 and dislike, as well as 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.