Booking repairs information
Find out what to do in an emergency, how to book a repair, and what you can expect from us.
Booking a repair
Your home should be your haven – a place where everything works just the way you like it. If you spot something that needs fixing in your home, we’re here to help you get things sorted.
How to book a repair
We want to make it easy and convenient for you to book a repair so there are several ways you can contact us:
- Phone — Call our Customer Resolution Centre by phone on 0330 355 1000
- Email — Complete our Contact us form or email csreply@onemanchester.co.uk and a member of the team will get back to you.
- Online — You can book a repair through your online account. Our step-by-step guide below shows you how to do this. View the repairs you can book online here. If your repair isn’t on this list, you’ll have to book it using another route.
- In person — You can also book a repair in person with a One Manchester colleague at one of our Neighbourhood Drop-in sessions.
If your repair could be an emergency, please call us immediately on 0330 355 1000. Our emergency repairs line is available 24 hours a day, 7 days a week. If someone in your household is vulnerable or disabled, please let us know when you report a repair. We’ll do our best to prioritise it.
Emergency repairs
Emergency repairs include:
- Total loss of power
- Total loss of water
- No heating
- No hot water
- Insecure property
- Severe damp and mould (e.g. extensive black mould growth on walls and ceilings in a bedroom or living area)
- Uncontainable leak
- Dangerous electrics and/or water on electrics
- Gas leak - if you smell gas, also call the National Gas Emergency Service immediately on 0800 111999
- Unsafe/exposed asbestos
- Unsafe structures/risk of collapse
- Blocked WC with no access to another in the same property
- Lost keys, with no other means of access or egress (rechargeable)
- Blocked sewerage drains
- Boarding up broken glass (windows/doors)
- Emergency services call out prompting a need to gain entry
- Anything not listed that could cause immediate harm to your health or safety if not addressed quickly - see Awaab's Law.
Our repairs categories and response times
We've grouped repairs into five categories so we can respond in the right way:
Log into your account
Log into your portal area on our website, if you do not have an account you can register here.
Head to repairs
Hit the repairs button at the bottom of the screen where you'll be able to start booking your repair. There are lots of choices when it comes to choosing the repair you need, so make sure you select the right option, this will enable us get the right operative to you first time!
Choose your repair
Tell us more about your repair. Provide us with as much detail as possible in this part of the request as this will help us get the repair right first time. Once you've detailed everything, and attached pictures, hit the confirmation box at the bottom of the page.
Choose a time and wait for us to arrive
Next, you’ll need to choose a time that suits you from the list of time slots available. Once you've picked, select confirm. You'll then see a confirmation message, get an email receipt, and the repair details will be listed in your account.
Repair appointment times
We want to make it as easy as possible for you to get repairs sorted at a time that suits you. When you report a repair, we’ll usually offer you an appointment straight away.
We offer a range of time slots to fit around your day:
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Morning: 8am-12pm
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All day: 8am-4pm
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School run friendly: 10am-2pm
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Afternoon: 12-4pm
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Evening: 4-5.30pm
Once your appointment is booked, we’ll confirm it by text. We’ll also send appointment reminders via text.
If for any reason we need to change your appointment, we’ll be in touch quickly to arrange a new time.
All appointments are booked for at least 45 minutes. This gives our team enough time to carry out the repair properly and, where possible, fix it on the first visit.
What to expect when you book a repair
However you choose to book your repair, there are some things you can expect as part of our commitment to you. This includes how responsive we are and how we communicate with you about your repair.
If you book your repair online through the portal
You will be able to view these details through your account.
If you contact us any other way
A member of our Customer Resolution team will get as much detail as possible from you about your repair. They will let you know the repair priority and when you can expect a visit from our repairs team. We will work with you to agree a date and time that suits you. We’ll then contact you via text message to confirm your repair appointment and provide reminders and any updates regarding your repair.
If you book a complex repair
If the repair is more complex, our Planning team will get in touch to discuss the repair in more detail and arrange a suitable time for your appointment.
This is because complex repairs might need:
- More than one type of tradesperson
- Multiple visits
- Specialist materials
Once booked, you'll get text reminders about your appointment. If you need to cancel your appointment, please get in touch.
If a subcontractor is needed, we’ll let you know and then they’ll contact you directly to arrange the appointment.
Missed or failed appointments
We understand that plans can change. If you can’t make your appointment, please let us know as soon as possible, either using our Customer Portal or by calling our Customer Resolution Centre.
As part of your tenancy, it’s important that we can access your home to carry out inspections, repairs, and improvements. If we’re unable to gain access after three attempts, we may need to take legal steps to enter your home, in line with our Access Policy.
If our operative arrives and you’re not in, here’s what happens:
- They’ll try to call you to rearrange access.
- If they can’t reach you, they’ll contact our Planning team who will try to reach you.
- If we still can’t get in touch, we’ll leave a card with the job details and a freephone number so you can rebook.
- A photo of your door will be taken for our records.
- Our Planning team will aim to contact you within 24 hours to rearrange the appointment.
If three appointments are missed, we’ll look into the reasons. In some cases, we may apply a charge for future missed visits in line with our policies.
Remember, before and during your repair appointment
- Listen out for the door - our operatives will knock on your door or ring the doorbell when they arrive, so please try to keep other loud noises to a minimum.
- Make sure someone over 16 is home - we won’t enter your property if anyone under the age of 16 is there alone or unsupervised.
- Keep any pets secure - make sure your pets are safely away in another room so that our operatives can get on with their work safely when they arrive.
- Please don’t smoke - we ask that you don’t smoke while our operatives are working in your home.
When your repair is complete
Once your repair is finished, our operative will confirm the outcome with you and record the details using their device. This includes the job number, what was done, and any materials used. The job will then be marked as complete and updated in our system.
Follow-on work
Sometimes, a repair might need more work. This could be because:
- Additional repairs are needed
- More time is required
- A specialist tradesperson is needed
- Additional materials need to be ordered
If this happens, here’s what we’ll do:
- The operative will record what’s needed before finishing the visit and create a follow-on job.
- Our Planning team will contact you within 24 hours to arrange a new appointment.
- You’ll receive a confirmation text, and the new appointment will appear in your Customer Portal account.
Reporting an issue with pests
We offer a free pest control service provided by Manchester City Council. Their pest control service can provide expert advice and help you remove rats, mice, cockroaches, fleas, bed bugs and beetles for free.
You can contact the council directly by calling 0161 234 4928 or by using our contact us form. Alternatively, visit Manchester City Council to find out more.
How you can help prevent pests
There are some steps you can take to prevent pests, as environmental issues can contribute to the problem. Simple things like keeping your home and garden clean and tidy, reporting fly-tipping to us, and storing food properly can go a long way in preventing pests from taking up residence.
Decent Homes Standard
As your landlord, we are required to make sure your home meets the Decent Homes Standard. The Decent Homes Standard is a set of standards landlords must meet to provide safe and good quality housing, and professional, responsive services to customers. You can read more about this and what it means for you on the UK government website.