You Said, We're Doing

You said: The registration process was too complicated and required a National Insurance (NI) number. 

We did: We removed the NI number requirement, making it quicker and easier to register for an account. 

You said: It was difficult to find your tenancy number without checking paperwork. 

We did: We introduced a tenancy number reminder service by email and added the option to receive a tenancy number reminder by text message. 

You said: You wanted to see credit and debit on the transaction table 

We did: There is now a filter on the transaction and a new column displaying credit and debit 

You said: You wanted an alternative method for accessing a statement of your transactions 

We did: We’ve added a button to download statements along with a filter.

You said: The term “rent” wasn’t accurate for leaseholder accounts. 

We did: We updated the wording to “service charge” so leaseholder accounts better reflect the charges being paid. 

You said: You wanted our rent increase letters to be clearer and for us to move the rent and service charge table down the page.

We're doing: We made the rent breakdown clearer and highlighted the next steps and support sections for better visibility.

You said: You wanted clearer communication about repair appointments, including more information about who would be attending and how to prepare for appointments.

We did: We created and distributed a new Repairs Handbook

You said: You suggested additional communication methods to reduce no access occurrences.

We did: We introduced email reminders that go out alongside text messages, containing an attachment explaining how to get ready for an appointment.

You said: You wanted stronger appointment reminders, ideally by phone

We did: Our planners now call customers the evening before a morning appointment, or in the morning for afternoon appointments

You said: You wanted the option to tell us you have multiple repairs and want a call back to discuss them

We did: We've added another option

You said: You wanted an “Other” repairs option as some jobs are more complex than others 

We did: You now have the option to select ‘Other’ in the Repairs drop-down. This will trigger a call back from our contact centre

You said: You’d like to request an update on a repair you have already placed 

We did: We’ve added an option to insert your repair order number for an update

You said: You were unhappy with the quality of repairs being completed, as some jobs required multiple visits.

We're doing: We're creating a specialist team to diagnose and plan repairs more accurately. We're making sure the right people with the right tools arrive on the first visit. We've introduced new technology, so you can send us photos and videos to help us identify the issue before we arrive.

You said: You need more flexible appointment options, like evenings and weekends, to fit your schedules.

We're doing: We're reviewing our hours to offer more appointment times that fit your schedule.

You said: You wanted more updates and clearer communication about your repairs and the status of the repairs. You also wanted us to improve methods of communication.

We're doing: We're improving our communication process to give regular updates. We're introducing follow-up calls so you know what's happening. We're making sure our text message updates are better timed, with clearer details.

You said: You're frustrated when repairs are delayed because they weren't attended to in the right order, and this was causing delays.

We did: 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.

You said: Scheduling and appointment errors were causing frustrating delays, and repairs weren't always done in the right order. Scheduling and appointment errors were causing frustrating delays.

We're doing: We're upgrading our system to prevent scheduling mistakes and carrying out additional training with colleagues.

You said: The wait time for appointments and repairs is too long.

We're doing: We're streamlining our service to reduce delays and using resources more efficiently to save time while maintaining high quality, making your money go further.

You said: There's issues with communication, timely service delivery and first-time job completion.

We're doing: We collected feedback as part of our Big Listen last year, and we used it to improve and launch our brand new neighbourhoods service. We're still revamping our services, and we'll be keeping you in the loop as the work progresses.

You said: You wanted us to focus on issues including anti-social behaviour, cleaner neighbourhoods and improvements to local green spaces. 

We did: We used your feedback, alongside input from local stakeholders, to identify priorities for each area and create action plans to address them. These actions are now set out in your local Community Plan. You can find your local Community Plan on our Community Plans page. 

You said: Residents in Rusholme told us about issues including fly-tipping, dumped items and overgrown greenery in their neighbourhood at their  Neighbourhood Inspection. 

We did: We removed the reported waste, organised a community clean-up, and wrote to residents about littering, feeding pigeons and keeping the area clean. We had feedback from the customers that they were happy with the action taken to address the issues they’d raised.

You said: you wanted more visibility in your neighbor

We did: We more than doubled our Neighbourhood Officer team

You said: You wanted a more consistent point of contact

We did: We opened more Neighbourhood Hubs, most recently the Beacon Centre in Clayton based on local demand

You said: You wanted clearer gas safety communications and a better understanding of why One Manchester starts contacting residents before annual gas safety checks are due.

We did: Letters and text messages now contain more detail on the purpose of engineer visits

You said: You wanted more flexibility with appointments times

We did: We now offer evening calls up to 8pm and on Saturdays

We’ve been working on improving our building safety resident communication, and our High-Rise Customer Panel met to discuss it.

You said: You wanted our safety letters to go into more detail so you could feel more confident about your safety.

We did: We updated our safety letters to clarify the Stay Put policy and the different types of alarms in each building.

You said: You wanted complaint responses to be more empathetic, easier to understand and consistently high quality

We did: Reviewed sample complaint letters, gathered feedback on tone, quality assurance and clarity, and agreed to use strong examples as benchmarks for complaints training.

You said: Customers felt complaint outcome letters would be clearer if the explanation and investigation findings came before the complaint outcome, particularly for complaints that were not upheld.

We did: Agreed to review complaint letter structure and consider moving the complaint outcome further down the letter while maintaining Housing Ombudsman requirements.

You said: You wanted complaint responses to be more empathetic, easier to understand and consistently high quality

We did: We reviewed sample complaint letters, gathered feedback on tone, quality assurance and clarity, and agreed to use strong examples as benchmarks for complaints training.

You said: You wanted to set up a Direct Debit and any support making this easier to do would be beneficial.  

We’re doing: You can now easily set up a Direct Debit using our online form, no need to call and set it up over the phone.