- One Manchester
Due to the ongoing situation with COVID-19, otherwise known as coronavirus, we have created this hub on our website for our latest updates and information.
You can find all the updates on our services, how you can continue to get in touch with us and how we’re providing support to our customers and colleagues. There are also links to all the latest information from the NHS, Public Health England and the UK Government.
The NHS now have a Track and Trace app which gives you a local risk level based on your postcode, allows you to check into places for contact tracing, and links you to symptom checkers. Plus, there's the latest advice and the ability to enter a test result. For more information on the app and how to download it, visit the official website.
Any customers who have queries can get in touch with us by using our online services and the contact form on our website, or by calling 0330 355 1000.
18 March 2021 - We will restart repairs for customers who had a booked appointment prior to lockdown. The team will contact you to rearrange your appointment, so you don’t need to get in touch with us.
12 April 2021 - From this date we will begin to take new repairs bookings from customers by phoning our Contact Centre. We understand that this has been a very difficult year and you might have been waiting a long time. We appreciate your patience as we have followed Government guidance to keep our customers and colleagues safe. Please bear in mind that we expect it will be a very busy time for booking repairs and our team are doing their best for a large number of customers, so we appreciate your continued patience and cooperation. Due to the expected high demand, unfortunately you won’t be able to book a repair online at this time and we expect that our online services will resume mid-May.
We have continued to undertake any legally required service and compliance checks including gas servicing and electrical safety testing.
You can expect any One Manchester colleague visiting your home to work responsibly, wear a face covering and other personal protective equipment when entering your home and to stay socially distanced from you for the duration of their visit.
We politely ask that when a One Manchester colleague is in your home, that you ventilate the room where they will be working by opening windows, unless this negatively affects a health condition of anyone remaining in the room. We also ask that you and all members of your household move to a different part of your home, away from the room they’ll be working in.
Please note: If anyone refuses to cooperate with these requirements, our colleagues may choose not to continue with the visit.
We ask that you continue to respect our colleagues. Any abuse or anti-social behaviour directed towards our colleagues will not be tolerated. This includes instances where customers experiencing COVID-19 symptoms don’t report them to us before our colleagues enter their home.
18 March 2021 – Pre-entry surveys will begin, and customers will be notified if that affects where you live.
22 March 2021 – Installation works at Platt Court, Worsley Court and Bickerdike Court will start.
12 April 2021 – Programmed work will restart work on site and residents will be notified where applicable.
Income Officers / Support
All income officers are working from home and are continuing to provide a full, telephone-based service. While we can’t offer face-to-face appointments, we are offering the same level of service, advice and support.
We’re also working with external agencies and can refer customers for the relevant support outside of One Manchester if necessary. If your job is at risk or you've been made redundant, here is the latest support available to you.
Paying your rent is easy to do online, simply create or log-in to your One Manchester online account and make your payment securely. Find out how here.
We are advertising and allocating properties as normal, with the exception of some flats within our Independent Living Schemes.
We are using a new e-lettings process with video viewings and digitally signed tenancy agreements, which involves no direct customer contact. This enables new tenants who are able to move to safely sign up, and then collect their keys from a keysafe at the property. For anyone who is not able to move at present due to coronavirus symptoms, shielding or self-isolation, we are holding the property for them until they are ready.
Customer access points
Face-to-face Customer access points are not currently available. Lovell House in Hulme is no longer available for appointments.
Our Contact Centre is still operating and staff are working from home to assist you as much as possible. The easiest way to get in touch is by completing the web from or using live chat on our website.
19 July 2021 - Customer access points will re-open and details will be advertised nearer the time.
Grounds Maintenance Service
18 March 2021 - Grounds maintenance services will be in operation in open spaces, at Independent Living Schemes and assisted gardens.
Facility Management Services (Caretaking, Mobile Cleaning and Facility Coordinators teams)
We have increased our caretaking and mobile cleaning services which will be conducted seven days a week at all high-rise and independent living schemes. This work includes:
18 March 2021 - Our Place Coordinators will work remotely and carry out external work such as highway inspections, estate inspections and garden inspections.
12 April 2021 – Essential customer visits, such as property inspections and where documentation is required, will begin again.
We’re reviewing all of our schemes individually and assessing what we can maintain without risk to colleagues, customers, partners and the public.
Where we’re still in the design stage we will carry on with work our colleagues can do from home as far as possible. Where we are at a stage of consultation or interaction with the public, we will pause until further notice in line with the government guidelines or move to digital engagement.
For our schemes where we’re currently on site and involve customer interaction, we will complete any work to ensure we meet health safety and compliance and then pause the works in line with government guidelines.
18 March 2021 – Work on defects will begin again and customers will be notified if that includes where they live.
Grey Mare Lane estate regeneration
In light of the COVID pandemic, and the restrictions in place, consulting with residents face-to-face isn't possible. However, we are committed to keeping the conversation moving forward, and making sure that local people have their say. We have created an online engagement website, so people can provide their views, and have begun the consultation on the next phase of the project.
12 April 2021 – Consultation with customers will restart and more details will be provided soon.
The online engagement website is still accessible for you to provide your views for consultation on the next phase of the project.
You can find out more about the Grey Mare Lane estate here.
Money and Benefits Advice
19 July 2021 – Our One Money team will be accepting face-to-face appointments at community venues which will be advertised nearer the time. You can still get support to discuss money and benefits issues by the contacting the team on 0330 355 1000 or emailing firstname.lastname@example.org
Support and Wellbeing
Our Support and Wellbeing team is now working from home and continues to make contact with customers by phone and face-to-face in emergency situations. The team is working hard to ensure all customers with specific needs receive the support they require.
Community Safety Service
The team is working from home and continues to receive and process anti-social behaviour reports from customers and will continue to deliver case work interventions over the phone or by email/letter.
Independent Living Schemes
We have strongly discouraged the use of the communal facilities in our Independent Living Schemes and have postponed all activities in communal areas. We have increased our cleaning regimes in all blocks. We advise residents living in our Independent Living Schemes to keep visitors to urgent visits only.
12 April 2021 - Our Independent Living Advisers will be offering drop-in appointments at each scheme on specific days of the week which will be advertised to residents.
17 May 2021 – Outdoor group activities will begin and will be promoted to all customers in the schemes.
19 July 2021 – A full service will resume at our Independent Living Schemes including the re-opening of communal areas.
Employment and Enterprise Services
12 April 2021 - Our Job Clubs at Eastlands House in Openshaw, The Work Shop in Moss Side and our One Manchester Gorton office will re-open for appointments. Our team are still offering online and telephone support if you’re are looking for a job or training opportunities. You can contact the team on 0161 230 1057 or by emailing email@example.com
The SSG programme is in place to support young people who are not in education or work, get back into the world of work, education and training. We believe that every young person is an individual and this should be encouraged. Therefore, our information, advice and guidance is tailormade to you, meaning we will look at your specific interests, ambitions and goals and work with you one to one to help you become the absolute best you can be.
Get Your Future Started is a programme supporting young people with employability skills from learning about the recruitment process to creating your own CV. We are currently offering these workshops online and they are available to any young person in Manchester from Year 9 upwards, so please contact GYFS@onemanchester.co.uk if you're interested.