Customers who pay rent and service charge
This letter was delivered to all One Manchester customers who pay rent and a service charge.
Information about your rent and service charge for 2026/27
Customer name,
I'm writing to let you know that we've made the decision to increase rents and service charges by 4.8% from 6 April 2026.
We understand that any rent increase can be difficult. However, the costs of providing our services have risen over the past year, and we need to adjust charges to make sure we can continue delivering these services.
How we set rents and service charges
Every year, we review our rents and calculate your new rent based on:
- The details in your tenancy agreement
- The government's rent increase formula, which applies last September's inflation rate (CPI) plus an extra 1%
As CPI in September 2025 was 3.8%, your rent will go up by 4.8%.
Your new service charge reflects the cost of providing services to your home and communal areas. We base this on what those services cost us in 2025, and then apply an inflation increase.
What your rent pays for
As a not-for-profit organisation, we reinvest every penny of rent we receive. Your rent pays for more than just your home – it funds essential services like repairs, maintenance, and safety checks, as well as long-term investment in homes, neighbourhoods, people, and communities.
Here are some of the ways we invested rental income last year, and our plans for future spending.
Payment-free weeks (non–charge weeks) for rent and service charges
As stated in your tenancy agreement, some customers have two payment-free weeks (non-charge weeks) for rent and service charges per year. This is because your rent and service charges are calculated over 52 weeks but charged across 50 weeks. For 2026/27, the payment-free weeks are:
Week starting 6 April 2026
Week starting 21 December 2026
If your account is in arrears, you’ll still need to make payments during these weeks.
Worried about paying your rent? We're here to help
We know it’s been another challenging year for many people, and we want to remind you that we’re here to support you.
Support from the Income Team
If you’re struggling to pay your rent, our Income team is here to help. Contact us on 0330 355 1000, email income@onemanchester.co.uk, or get in touch with your Income Officer directly using the details provided in any correspondence you’ve received.
Support from the Financial Inclusion Team
If you’re struggling with money more generally, reach out to our Financial Inclusion team at financialinclusion@onemanchester.co.uk, call 0330 355 1000 (option 2), or complete our contact form at www.onemanchester.co.uk/contact-us.
Our team can support you with budgeting, managing your money, and claiming any additional income or benefits you’re entitled to. Last year, we helped customers secure £2.4 million in extra income. You can also find useful information on the Help with money page on our website.
Other support available
- Thrive Fund: Funding for essential items like furniture, kitchen appliances, and school uniforms. More information is on our Thrive Fund page.
- Employment and Skills Team: Support with finding job opportunities, CV writing, and interview prep. Visit our Employment and Skills page for more details.
- Neighbourhood Officers: Talk to your Neighbourhood Officer or meet them at your local Neighbourhood Hub. They can answer questions or direct you to the right support. Our hubs have drop-in sessions that you can just turn up to, or you can make an appointment at time that suits you. Find details on our website and customer portal – start from the Neighbourhood services page.
Other organizations that can advise and support you:
Citizens Advice: 03444 111 444
Shelter: 03301 755 121
Your new weekly payment from 6 April 2026 is made up as follows:
| Rent Services | 100.00 |
| Aerial Digital Servicing | 1.00 |
| Asset Renewal | 1.00 |
| Bin Chute/Paladin | 1.00 |
| Caretaking Service | 1.00 |
| CCTV | 1.00 |
| Cleaning Service | 1.00 |
| Community Room | 1.00 |
| Cooker | 1.00 |
| Door Entry | 1.00 |
| Electricity - Communal | 1.00 |
| Fire Servicing & Maintenance | 1.00 |
| Furniture Charge (property) | 1.00 |
| Furniture Charge (tenancy) | 1.00 |
| Ground Maintenance | 1.00 |
| Heating - Communal | 1.00 |
| Heating - Personal | 1.00 |
| Independent Living Service | 1.00 |
| Laundry | 1.00 |
| Lift | 1.00 |
| Managing Agent Fee | 1.00 |
| Mechanical & Electrical | 1.00 |
| Ok Each Day | 1.00 |
| Ok Each Day Rebate | 1.00 |
| Pedestrian & Car Park Gates | 1.00 |
| Pest Control | 1.00 |
| Water Charge | 1.00 |
| Window Cleaning | 1.00 |
| Management Charge | 2.70 |
| Total weekly service charge | 29.70 |
| Total Weekly Payment | 129.70 |
Important: what do I need to do now?
You’ll need to start paying the new amount set out in this letter from Monday 6 April 2026.
Here’s how to make the change based on how you pay:
Online
To view your rent account balance and make payments, log in to your account on our Customer Portal at www.onemanchester.co.uk. If you don't have an account yet, select 'Create an account'. It's easy to set up with your tenancy reference number, National Insurance number, and email address. Get in touch with us if you need any help.
Universal Credit
If you receive the housing element of Universal Credit, you must let the Department of Works and Pension (DWP) know by updating your Online Journal on 6 April 2026 with your new rent and service charge amount. Don't update it before this date, as the DWP won't recalculate your entitlement with the new rent amount, which can lead to your existing payments being stopped and delays in your new rent and service charge amount being paid.
Standing Order or Online Banking
If you pay your rent by standing order or online banking, please change the amount to the new rent amount stated in this letter.
Direct Debit
If you pay by Direct Debit, we'll handle the changes for you between February and March 2026, ready for the increase. You'll receive a letter from Allpay before 6 April 2026 confirming the update. Please check this letter to make sure everything is correct.
If you don't receive a letter or want us to double-check, we’re happy to help. Just email us at incometeam@onemanchester.co.uk or call 0330 355 1000.
Housing Benefit
If you receive Housing Benefit directly into your rent account, the total weekly charge will be updated automatically. We'll let your local authority benefits department know of the change, and they'll update your Housing Benefit entitlement.
If your Housing Benefit is paid into your bank account, please inform your local authority benefits department of your new rent amount as soon as possible to avoid any underpayments that could lead to arrears.
Other payment methods (e.g., Pay Point, over the phone)
Start paying the new rent amount from Monday 6 April 2026.
If you have any questions or need assistance, please don't hesitate to contact us. We're here to support you and ensure you continue to enjoy living in your home.
Many thanks,
Nicole Kershaw
Chief Executive
This letter and the additional documents are sent to you by One Manchester Limited of Lovell House, 6 Archway, Hulme, Manchester M15 5RN.