Customer Catch-up
Welcome to your Customer Catch-up for Autumn 2026
Welcome to your latest edition of Customer Catch-up, where you’ll find news, updates and helpful advice. We’re here to keep you informed about what matters most to you, your home and your community.
Acting on your feedback
Your views help us to know what’s important. You’ve been telling us what works well about how we communicate, and what you wanted to see from us going forward, and we’ve been listening.
You said:
- You wanted to hear more stories about customers accessing our support services.
- You wanted updates on services you may not have been aware of.
- You wanted more information about our Neighbourhood Hubs.
We did:
- We’re sharing the stories of two customers and how we were able to support them, including one who accessed our services following a Tenancy Experience Visit and another who received help after a bereavement.
- We’ve included updates on key services, including rent support, community safety and the Customer Portal.
- We’ve provided information about the new Neighbourhood Hub we’ve opened at the Beacon Centre.
Awaab's Law Phase 2: what's happening?
Your safety and well-being are our absolute priority because everyone deserves a home that’s warm, safe and free from hazards. That’s why we’re continuing to strengthen the way we respond to hazards in your homes and prepare for upcoming changes in the law.
We’re ready for Awaab’s Law Phase 2, which becomes law on 30 November 2026. Initially, Awaab’s Law, which came into force in October 2025, covered hazards caused by damp and mould.
Phase 2 extends to cover the following hazard areas:
- Excess cold
- Excess heat
- Falls
- Structural collapse and falling elements
- Fire and explosions
- Electrical hazards
- Domestic hygiene, pests and food safety
We’re letting you know about these changes early, but don’t worry, we’ll guide you through everything you need to know.
We’ll be in touch again soon with more information about what Awaab’s Law Phase 2 means for you.
Your community, your priorities
We’ve listened. We’ve learned. Now we’re making real improvements where you live.
Introducing your new Community Action Plans
Over the past year, we’ve been listening to your feedback, learning more about your neighbourhoods and talking to local partners about what matters most to people living in your area.
Your feedback is helping shape the future of your neighbourhood. By combining what you’ve told us with local data and insight, we’ve created Community Action Plans that focus on the things that matter most to you. We’re already making improvements you can see and feel.
How it works
Each Community Action Plan sets out our priorities for the next three years and explains how we’ll work with residents, community groups and local organisations to make a positive difference. We’ll review the plan every year and keep you updated on our progress.
What’s included in a plan?
You’ll find:
- Contact details for your Neighbourhood Officer and Caretaker
- Key local contacts and support services
- "You said, we did” updates showing how we’re acting on your feedback
- Dates, times and locations for neighbourhood inspections and drop-in sessions
- Information about investment in your local area
Your Community Action Plan will be landing in your inbox soon – we’ve identified key priorities for your area based on what you told us matters most. To find out what they are, visit our website and take a look at your area’s Community Action Plan.
We’ll share regular updates on the progress we’re making, so keep an eye on our website and other communications channels.
What is STAIRs?
STAIRs (Social Tenant Access to Information Requirements) gives you the right to access information about how we manage your home and deliver services. It helps make sure we’re open and transparent about the decisions we make, how we spend money, and how well we’re performing.
Through STAIRs, you can access information about:
- How decisions are made
- How money is spent
- Repairs and maintenance services
- Policies and plans
- How well services are performing
By making this information easier to access, we can help you stay informed and better understand the work we do on your behalf.
Supporting you with your rent
We’re here to help you feel secure in your home.
We know that life can change quickly, and sometimes keeping up with rent payments can be difficult.
If you’re finding things tough, our friendly teams are here to guide you and make sure you get the support you need.
We can help you:
- Set up a manageable and affordable rent payment plan
- Understand changes linked to Universal Credit migration
- Get answers to any questions you have about your rent or payments
How to get support
- Call us on 0330 355 1000 (Monday–Friday, 8am–5pm)
- Contact your Neighbourhood Officer directly
- Visit your local Neighbourhood drop-in for face to face support
Service Spotlight: Here to support you
Our financial inclusion team
Our Financial Inclusion team is here to help you, whether you’re concerned about finances or just looking for some advice. The team provide confidential advice and support via appointments, which take place face-to-face at our Neighbourhood Hubs, or over the phone.
Appointments are available Mondays-Fridays between 9am-6pm and Saturdays from 9am-12pm.
We understand that managing rent can be difficult, especially when life changes unexpectedly.
Supporting Jacob at a difficult time
Our team helped Jacob* (name changed for privacy) navigate a range of challenges after the sad loss of their partner. During an incredibly difficult time, we supported Jacob to resolve benefit issues, secure help with funeral costs, ensure their rent was fully covered, and access all the financial support available to them. Jacob was extremely grateful for our team’s compassion, persistence and dedication, which made a real difference when it mattered most.
We know that contacting us about money worries can feel daunting, especially if you’re facing a difficult time, but you don’t have to face it alone. Our supportive team is on hand to help – you can either chat to your Neighbourhood Officer or give us a call on 0330 355 1000 and ask to speak to our Financial Inclusion team.
You said, we did
Our online Customer Portal
You said: You told us you wanted a more straightforward registration process for our Customer Portal, making it easier to manage and locate your details. You also wanted to see us improve the portal login and online experience for leaseholders.
We did: We removed the requirement for a NI number to make registration quicker and easier for everyone.
We’ve also added options to retrieve your tenancy number by email or text message (SMS). And we’ve changed the wording for leaseholder accounts to accurately reflect what you’re paying for, making it easier to understand and use.
Sharing photos on WhatsApp
You said: You wanted quicker and more efficient ways of sharing queries or repair issues when calling us, to reduce the need for follow-up calls.
We did: We introduced a new feature that lets you securely share photos with us through WhatsApp while you’re speaking to one of our advisors over the phone.
You can now upload your photos straight away without ending the conversation, helping get us the information we need to help you quicker.
Health and Safety
Keeping communal areas clear keeps everyone safe
A recent fire in one of our high-rise buildings is an important reminder of why communal areas must be kept clear. Thankfully, nobody was seriously injured, but the incident caused significant damage and disruption.
Keeping communal areas free from personal belongings helps keep everyone safe by:
- Providing clear escape routes in an emergency
- Helping firefighters and emergency services respond quickly
- Reducing the risk of fire and smoke spreading
- Protecting customers, visitors and emergency responders
Please don’t leave items such as:
- Bikes
- Pushchairs
- Shoes
- Bags
- Boxes
- Other personal belongings in corridors, stairwells, landings or other communal areas.
By keeping these spaces clear, you’re helping to protect yourself, your neighbours and everyone who lives in the building.
Stay safe: E-bike and e-scooter fire warning
Following several recent fires across Greater Manchester linked to lithium-ion batteries, we’re reminding customers how to stay safe when using and charging e-bikes and e-scooters.
As these vehicles become more popular, it’s important to understand the fire risks associated with lithium-ion batteries. Incorrect use, charging, or storage
can lead to serious fires that spread quickly.
If an e-bike, e-scooter or lithium-ion battery catches fire, don’t try to put it out. Get out, stay out, and call 999.
Top safety tips
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Always follow the manufacturer’s instructions for charging and storage
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Use only the charger designed for your e-bike or e-scooter
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Never leave batteries charging overnight or when you’re away from home
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Unplug chargers once charging is complete
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Keep batteries and chargers away from flammable material
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Install smoke or heat alarms where e-bikes or e-scooters are stored or charged
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Store batteries in a cool, dry place and avoid extreme temperatures
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Never cover batteries or chargers while charging
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Don’t charge or store e-bikes and e-scooters in hallways, stairwells, communal areas, or other escape routes
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We’re sharing fire safety guidance with residents living in our blocks and high-rise buildings to help keep everyone safe
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By following these simple safety steps, you can help keep yourself, your household and your community safe.
Preparing your home for winter
As the temperature drops across Manchester, we understand that the colder months can bring added financial pressures. If you’re worried about rising costs, please remember that you’re not alone and support is available to help.
We’re here to help you get winter ready with our top tips and advice.
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Budgeting and bills - if you’re worried about affording your heating or paying your rent this winter, our Financial Inclusion team can support you. They can help with a range of queries such as benefits applications, rent payment plans, and Personal Independence Payment (PIP) claims, and can offer budgeting advice to help you manage your finances.
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Financial support available - check what financial support you’re entitled to, either from the Government, or Manchester City Council offers support payments that could help with heating bills.
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Get the best deal for your energy bills - speak to your energy supplier and they might be able to switch you to a cheaper tariff, or you might be able to find a better deal from other suppliers.
Keeping your home safe and warm
Making sure your home is warm enough and maintaining a consistent room temperature can help reduce the risk of condensation, damp, and mould. If
you spot damp or mould in your home, contact us straight away on 0330 355 1000.
Your stories: Supporting Sally to live safely at home
Concerns about the condition of Sally’s* (name changed for privacy) home were raised through our See It, Say It process. Following a Tenancy Experience Visit, her Neighbourhood Officer identified that she needed additional support to manage her home and support her wellbeing.
We worked closely with Sally and her family to put the right measures in place, including opening a tenancy management case and making a safeguarding referral so she could get extra help. Her Neighbourhood Officer has remained in regular contact to make sure she continues to receive the
help she needs and feels supported.
Sally’s brother later shared the following feedback on her behalf:
“Thank you for being respectful, understanding and offering support to help Sally continue living safely in her home.”
What’s going on in your neighbourhoods?
Your upcoming Neighbourhood Inspections
Take a walk around your area with your Neighbourhood Officer and show us any issues you’d like us to look at. We’ll make a note of them and pass them on to the right teams to get sorted.
Give your CV an MOT
Need help improving your CV? Drop in for free, personalised CV advice from our team. Whether you’re starting from scratch or polishing up your existing CV, we’re here to help you make a strong impression. No need to book a place, just come along.
When: Every Tuesday (12-2pm)
Where: Atrium, Gorton Hub
If you’ve got any questions, email: employmentandskills@onemanchester.co.uk
Free digital skills drop-in sessions
Want to feel more confident using your phone, tablet or laptop? Come along to the free digital skills drop-in sessions at Gorton Hub. These friendly, informal sessions are a great way to learn new skills, get support with your device, and build your confidence using technology at your own pace.
You can bring your own device or use one at the session. No question is too small, and there’s no need to book.
When: Every Thursday, 10am - 12pm
Where: Gorton Hub, Garratt Way, Manchester, M18 8HE
The Beacon Centre launch
You asked, we listened. Our new neighbourhood hub is now open in Clayton, making it easier to get support and speak to us face-to-face.
Join us at our weekly drop-in sessions every Tuesday from 10am to 12pm at the Beacon Centre, 131 Barrington Street, Clayton (M11 4FB). Whether you
need help with finding work, managing your tenancy, reporting anti-social behaviour or asking about a repair, we’re here to help.
We’re hosting an official launch event for our new neighbourhood hub on Thursday 22 October from 1-3pm.
Come along to:
- Find out more about our drop-in services whilst enjoying a free brew and
nibble - Chat to a Financial Inclusion Officer, a colleague from our Repairs team, an Employment and Skills mentor, or your local Neighbourhood Officer
- Connect with your community in a warm space
Have your say
What you say shapes what we do, so we run regular surveys about our policies and decision-making, our approaches to neighbourhood and community management, and the services we offer.
If you want to make your voice heard, join our feedback mailing list and you’ll receive regular invitations to take part of surveys. We’d love to hear from you.
Let us know what you think
We want to hear from you!
This newsletter is all about you, so please let us know what you think. Tell us what you like, what you don’t like, and what you’d like to see more of in future editions. Your feedback will help us make your Customer Catch-up even better for you.
