Booking a repair online is simple, but did you know you might be able to resolve the issue yourself? Here you'll find out how One Manchester's repairs service works, guidelines and your responsibilities.
Repairs appointments and the priority of your repair is decided when you contact us. We group repairs under three types:
Emergency – responded to within 24 hours of being reported (some made safe in 4 hours)
Appointable – carried out within 20 working days of being reported
Major – at a date and time convenient to you but outside of the 20 working days
We offer the following appointment slots from Monday to Friday:
|AM (08:00 - 12:00)||PM (12:00 - 16:00)||Avoid school run (10:00 - 14:00)||Evening (16:00 - 17:30)||All day (08:00 - 16:00)|
Since 1 June 2020, One Manchester has been working through the backlog of previously booked routine repairs that were unable to complete due to lockdown.
We will be accepting new routine repairs from Monday 20 July 2020 and to help us work through the large volume expected, temporary repair response categories and timescales will be introduced for responsive repairs requested by customers in the period 20 July 2020 until 30 September 2020. Please bear with us as there will be a lot of customers looking to book a repair at this time, thank you for your patience and support
For more information, please see our Repairs Policy.
An emergency repair is any fault which threatens harm to persons or property. Only genuine emergencies will be dealt with out-of-hours. If an emergency call-out is not a genuine emergency, the costs incurred will be charged to you.
Our handyman service that can carry out minor repairs, usually at a cheaper price than would be charged by other commercial companies or handyman services.Read more
We offer a handyman service that offers reasonable rates for repairs that are your responsibility. It can be expensive and difficult to find someone to do smaller jobs like fixing a tap or a new toilet seat, unblocking waste pipes or changing a lock. Our handyman service can help and it may be cheaper than finding someone yourself. If you want to use our handyman service simply email us at firstname.lastname@example.org or call us on 0330 355 1000. We will give you a cost for the job and carry out the repair as soon as possible once paid for in advance.
We expect you to keep your home in good condition, undertake minor repairs and avoid actions or omissions that result in damage to fixtures and fittings or blockages to pipes and drains. If damage occurs for which you are responsible, we will expect you to carry out the repair yourself or we will charge you for the work.
If you are a victim of a crime and your keys are stolen and you can give us a police crime number we will change your locks for free. If you lose your keys we will change the locks on your property but you will be charged and payment expected in advance.
If you need an extra set of keys you will need to arrange that with a locksmith and pay to have these cut. There is a limit on the number of fobs we issue to each household for security reasons but if you have a valid reason for an additional fob, such as for a carer, these can be requested using our contact details. There will be a charge for each new fob issued.
You may also be charged an emergency call out fee of £20 if you misrepresent the urgency of a repair to obtain an emergency response during or outside of normal working hours.
Some customers believe that we automatically insure your furniture, belongings and decorations against fire, theft, vandalism or water damage such as burst pipes but this is not the case. We are responsible for insuring the fabric of the building but we don’t insure your belongings so you need to take out your own cover. You can either make your own arrangements or use a low cost scheme we have negotiated with an insurance company. Contact us for details of the scheme and an application form.
We expect customers to provide access for repairs at the agreed appointed time. If, on two or more occasions, you do not allow access for pre-arranged appointments or emergency repairs a ‘no access’ fee of £20 may be charged.
If you smell gas you should phone the National Gas Emergency Service immediately on 0800 111 999.
We are committed to the provision of adaptations to restore or enable independent living where feasible. We will consider requests for adaptations through our partnership with the local authority and in accordance with our Adaptations Policy. The telephone number for Aids and Adaptations is 0161 277 1704.
You must obtain our written permission before you carry out any changes to your home. We will need full details as to what alterations you want to make and we will let you know if there are any conditions that need to be met. For instance, you may need to obtain planning and building control permissions or we may require you to return the property to the condition it was in before if you later decide to move. You will be responsible for any repairs or maintenance of the improvement or alteration that may be needed. You will be recharged for any unauthorised improvements or alterations identified either during or at the end of your tenancy.