Improving our services

Update from our Chief Executive on how we’ve improved our services using your feedback.

Posted 11 Aug 2023


At One Manchester we want to improve our services for you, and believe the best way to do that is by talking and listening to you. Your feedback has been helping to reshape our frontline services over the past year and we’ll continue to do more over the coming months.

You told us you’d like help to resolve issues first time, with a consistent point of contact and better visibility in your neighbourhood.

Here are some of the changes we’ve made so far based on your feedback: 

  1. We increased the number of Neighbourhood Officers from 10 to 24 to provide a more easy-to-reach and personalised service to our customers.
  2. We aim to visit every home between now and March ’24. Since April ’23 we’ve provided over 1000 home visits to our customers, making sure everything is ok with you and your home.
  3. We’ve opened new community hubs for easier access to our services.
  4. We’re available at weekly drop-in sessions in 5 local community hubs.
  5. We’re also making changes to our phone system which go live in a couple of weeks, which will make sure you can reach the right colleague with the right information more easily. Remember, if you’re waiting in a queue, you can always contact your Neighbourhood Officer directly, use our website, or social media platforms, or visit a drop-in at one of your local hubs.
  6. Our new Asset Management Strategy commits investment of over £97 million into repairs and maintenance to your homes and communal areas across the next three years.
  7. We established the "Healthy Homes" team, investing an additional £2.4m to address damp and mould issues.
  8. We’re also proud to support over 850 families most in need with our £300,000 Thrive fund which has been doubled to £600,000 this year due to its success.

However, we’re not done yet. We’ve just started "The Big Listen", our biggest-ever customer consultation gathering feedback on our repairs and maintenance service across the summer. You can join one of over 40 local sessions at a hub in your community or feedback online. We want to make sure that our services meet your needs in the way you want.

While we’ve made significant improvements, we know that mistakes can happen.

We work in line with our purpose and values. We are honest and accountable and so if we have made a mistake, we want to apologise and make things right.

If you think we’ve done something wrong, we want to work with you to improve. If you have a complaint or want to provide any feedback please reach out to us or contact your Neighbourhood Officer. We’re truly committed to rectifying any problems you may have.

Thank you for your continued support.


Chief Executive