- One Manchester
Due to the ongoing situation with COVID-19, otherwise known as coronavirus, we have created this hub on our website for our latest updates and information.
On this page, you can find all the updates on our services, how you can continue to get in touch with us and how we’re providing support to our customers and colleagues. You’ll also find links to all the latest information from the NHS, Public Health England and the UK Government.
Any customers who have queries can get in touch with us by using our online services and the contact form on our website, or by calling 0330 355 1000.
Repairs and maintenance
Since the start of the coronavirus pandemic we have continued to provide an emergency repairs service and any legally required service and compliance checks including gas servicing and electrical safety testing. We have also continued to carry out work to empty homes where we can achieve the required social distancing of our repairs staff in order to support new lettings to vulnerable customers.
From Monday 15 June 2020 we will commence working through the backlog of routine repairs. You will be contacted by a member of our Customer Services team so do not need to call or email us to reschedule your appointment.These are repairs which were previously raised but subsequently postponed because of the coronavirus pandemic. At this current time we continue to accept emergency repairs but are still not accepting new routine repairs as we work through the backlog. We continue to monitor this position on a weekly basis based on availability of resource, material supply chain and PPE and in line with government advice.
If you have a repairs appointment scheduled, we politely ask that you step back a safe distance when answering the door and then remain in a separate room if possible whilst work is carried out. This is to help reduce any health risks to both you and One Manchester employees.
Income Officers / Support
All income officers are working from home and are continuing to provide a full, telephone-based service. While we can’t offer face-to-face appointments, we are offering the same level of service, advice and support.
We’re also working with external agencies and can refer customers for the relevant support outside of One Manchester if necessary.
Paying your rent is easy to do online, simply create or log-in to your One Manchester online account and make your payment securely. Find out how here.
We are now advertising and allocating properties as normal, with the exception of flats in our multi-storey blocks and Independent Living Schemes.
We are using a new e-lettings process with video viewings and digitally signed tenancy agreements, which involves no direct customer contact. This enables new tenants who are able to move to safely sign up, and then collect their keys from a keysafe at the property. For anyone who is not able to move at present due to coronavirus symptoms, shielding or self-isolation we are holding the property for them until they are ready.
Lovell House and other customer access points
As per the government’s advice, we have taken the difficult decision to close all our offices and community centres until further notice. All activities, events and workshops have been postponed and will be rescheduled at a later date.
The premises affected are:
Our Contact Centre is still operating and staff are working from home to assist you as much as possible. The easiest way to get in touch is by completing the web from or using live chat on our website.
Also, in line with government guidance, the Aquarius Centre and the Anson Community Grocer are now closed.
There are also a number of premises that we offer services from, which are now closed. These are:
As the reduced levels of service are outside of our control we will not be putting complaints directly related to any reduced service through our formal complaints process. We will however log your dissatisfaction for record keeping and we will advise as best we can as to when normal service will resume based on the latest government advice. However, complaints about how we apply this revised approach will be dealt with as will all other complaints as per our complaints policy found here on the website.
Grounds Maintenance Service
We have resumed a full grounds maintenance service from June. The assisted garden service has been put on hold and all customers will be contacted to inform them that the service will be reviewed month by month.
Caretaking and Mobile Cleaning Services
We have increased our caretaking and mobile cleaning services which will be conducted seven days a week. This work includes:
From Monday 15th June our Place Coordinators will begin to do external work in the area such as highway inspections, estate inspections and garden inspections.
We’re reviewing all of our schemes individually and assessing what we can maintain without risk to colleagues, customers, partners and the public.
Where we’re still in the design stage we will carry on with work our colleagues can do from home as far as possible. Where we are at a stage of consultation or interaction with the public, we will pause until further notice in line with the government guidelines.
For our schemes where we’re currently on site and involve customer interaction, we will complete any work to ensure we meet health safety and compliance and then pause the works in line with government guidelines.
Any investment projects that require face to face contact will be on hold from 23 March, where work is in a vacant area or property the work will continue.
Grey Mare Lane
Following official advice, we have taken the decision to pause work at the Grey Mare Lane estate. We are about to enter a regeneration stage which requires a lot of detailed consultation with you, our residents, and our stakeholders. Given the government’s guidance on remaining at home and practising social distancing, properly consulting with people is going to be difficult.
This decision has not been taken lightly, but the health, safety and wellbeing of our customers and colleagues is the most important thing.
Support and Wellbeing
Our Support and Wellbeing team is now working from home and continues to make contact with customers by phone. The team is working hard to ensure all customers with specific needs receive the support they require.
Community Safety Service
The team is working from home and continues to receive and process anti-social behaviour reports from customers and will continue to deliver case work interventions over the phone or by email/letter.
Independent Living Schemes
We have strongly discouraged the use of the communal facilities in our Independent Living Schemes and have postponed all arranged activities in communal areas until a later date. We have increased our cleaning regimes in all blocks. We advise residents living in our Independent Living Schemes to keep visitors to urgent visits only.
Our independent living advisers are available on their mobile phones but will no longer be present in our schemes. We have reviewed the support needs of all customers living in our schemes and will be contacting them all on a regular basis to keep this under review and provide additional support where possible.
Employment and Enterprise Services
The SSG programme is in place to support young people who are not in education or work, get back into the world of work, education and training. We believe that every young person is an individual and this should be encouraged. Therefore, our information, advice and guidance is tailormade to you, meaning we will look at your specific interests, ambitions and goals and work with you one to one to help you become the absolute best you can be.
Get Your Future Started is a programme supporting young people with employability skills from learning about the recruitment process to creating your own CV. We are currently offering these workshops online and they are available to any young person in Manchester from Year 9 upwards, so please contact GYFS@onemanchester.co.uk if you're interested.