One Manchester no longer offers a number of general repairs as part our routine service offer (see One Manchester Repairs Policy).
In order to lessen the impact on our tenants some of these repairs can be done through our Handyperson Service, at a cheaper price than would be charged by other commercial companies/handyperson services (see price list). Please note all prices quoted are for supply and fit of materials.
We will still provide emergency repairs as before and all other repairs that are our contractual responsibility. These repairs will still be provided for tenants who have a disability or vulnerability that prevents them from doing the repair. There is no clear definition of disability or vulnerability but general guidance is:
Q. Why have you stopped doing repairs you have been doing before now?
A. Your tenancy agreement states that you must carry out minor repairs to your property and the repair you are requesting is considered to be a low cost repair tenants can do themselves. We have not always enforced this. Unfortunately the repairs you require are not those we offer as part of our responsive repairs service.
Q. Why should I have to pay - I thought this was covered by my rent?
A. Your tenancy agreement explains that some minor repairs must be carried out by the tenant and some are covered by your rent payments and will be carried out by One Manchester. Some small repairs are not covered by your rent payments and if you want One Manchester to do the repair we have to charge a fee to cover our costs. The costs and jobs are available here.
Q. I am a vulnerable/disabled tenant?
A. We will ask you what your vulnerability/disability is and ask if anyone one else living with you or a family member/friend could help. If not we may carry out the repair for you.
Q. Why do I have to pay upfront?
A. This is not a repair we now do and therefore you will need to pay for it in advance if you want to use the Handyperson Service. This helps us keep our costs down by not having to recover debt and helps reduce unsuccessful visits by our operatives (i.e. no access).
Q. I’m in rent arrears – can I use the Handyperson Service for a non-emergency repair if I pay upfront?
A. Unfortunately, if you owe any rent arrears (other than housing benefit arrears) you can’t use the Handyperson Service for non-emergency repairs whether you can pay upfront or not until your rent arrears are cleared.
Q. I’m in arrears, the repair is an emergency and I can pay upfront – can I use the service?
A. As the repair is an emergency we will take the payment in advance and let you use the service. However, we will decide which account to make the payment to i.e. we may credit the payment to your rent account and you may still owe us for the handyperson repair.
Q. Is there any additional charge for an emergency response?
A. No there is no additional charge or uplift if we respond to your repair as an emergency – just the cost of the repair as quoted.
Q. Are there any exceptions to full upfront payment?
A. The only exception is for an emergency repair where we may be willing to set up a repayment agreement for the amount owed at a weekly; fortnightly or monthly interval of no more than 6 months duration.
Q. I can’t pay now but can I pay the operative when he attends?
A. Unfortunately not, our operatives are not authorised to take payments. You can pay in person at the office or over the phone by card.
Q. Can I pay weekly?
A. No, we are not able to accept weekly payments on non-emergency jobs.
Q. I can’t afford to pay for these repairs?
A. Without payment we can’t carry out the repair. If you are struggling with your finances or have debts which you are finding unmanageable we have a Money Mentors Service that could help. Contact customer Services on 0330 355 1000 and request a referral or email them directly at email@example.com. Alternatively, if you have credit on your rent account you may be able to use that to pay for the repair if it covers the cost. We also have a repairs guide with some helpful DIY hints and some useful DIY videos.
Q. If I am already paying for a handyperson repair am I allowed to use the service again?
A. Unfortunately not. You must pay all outstanding repairs charges before using our Handyperson Service again. If you can pay what is owed and the full cost of the new repair now then we can order the work for you.
Q. What happens if I pay then change my mind?
A. As long as you provide 24 hours notice we will cancel the repair and refund your payment to you. If you have paid by card the refund will be to that card within 3-5 working days. We are unable to make cash refunds even if you paid us that way. We will make a refund to your bank account which can take up to 28 days. If you don’t have a bank account you will need to provide details of someone whose bank account we can use.
Q. Do I have to use your Handyperson Services?
A. No. You can get this done by another qualified person of your choosing (if structural or involves gas or electricity) or do it yourself.
Q. Can you advise me of another contractor/repair service?
A. Unfortunately we don’t endorse other companies we have no connection with. Normally you will be able to find someone in your local paper or yellow pages or on the internet.
Q. Can I buy the materials/Handyperson Service only?
A. Unfortunately, we cannot offer just a materials service or labour service at this time although it is something we may offer in the future. The only exceptions to this are bathroom lightbulbs and fobs. We can supply and fit lightbulbs for £20 or tenants can collect a lightbulb from our offices for £5.50 (£4.58 plus 92p VAT).
Q. I have paid for this repair recently and the problem has come back do I still need to pay for it again?
A. No, we will send our Handyperson back to sort the problem out for you as soon as possible.
Q.Is there a limit as to how many repairs I can have?
A. There is no limit if you can pay upfront for your repair.
Q. Will you do any type of repair?
A. At the moment we will only complete the repairs listed below (see price list) on a supply and fit basis. This may change in the future if the service proves to be successful.
Q. What happens if I am dissatisfied with the quality of work?
A. Let us know and we will arrange for a Repairs Manager to contact you to discuss the reason for your dissatisfaction within 24 hours of you contacting us.
Q. I’m not a tenant – can I use the Handyperson Service?
A. The Handyperson Service is for tenants only at this stage. Again, this may change in the future if the service proves to be a success
Q. The previous Handyperson Service offer to City South Manchester tenants was much broader – why has this changed?
A. We want this service to work for you the customer but also for us as a business so we are offering a restricted service initially. If this is successful we may look to extend the service in the future.
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