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Changing how we work based on your feedback.

Posted 28 Mar 2023

Changing how we work based on your feedback.

At One Manchester we're committed to delivering great services for our customers, but we know we don’t always get things right. Over the past 12 months, we’ve listened to your feedback and learned from your experiences. We recognise we can do better and are making significant changes to improve our services based on your feedback.

You’ve told us that you’d like help to resolve issues first time, with a consistent point of contact and better visibility in your neighbourhood. That’s why we’ve significantly increased the number of Neighbourhood Officers operating in our communities. This means we will offer you a more local service and support with any tenancy related issues.

What can my Neighbourhood Officer support with?

Over the coming months we’ll be introducing you to your new dedicated Neighbourhood Officer. Your officer will contact you to arrange an annual tenancy experience visit to your home where they can assist with:

  • Paying your rent
  • Repairs
  • Property condition
  • Neighbourhood, gardening and environmental issues
  • Access to support e.g. financial advice or employment and skills
  • Anti-social behaviour

In addition, your Neighbourhood Officer will offer:

  • A consistent point of contact throughout your tenancy
  • A weekly opportunity to meet with us at your local neighbourhood hub.
  • Wider access to support and services
  • A simple way to feedback and get involved
  • Community events
  • Access to local funding

When will this service launch?

We are launching our new way of working in stages from April 2023 and February 2024. During this time, we will be in touch to introduce you to your new Neighbourhood Officer.

When should I use the website or contact centre?

If you need to book a repair call the team on 0330 355 1000 or book it online via our website www.onemanchester.co.uk

Our website is a useful guide to help you find the information you need and book any repairs online www.onemanchester.co.uk

Your Neighbourhood Officer provides a personalised, quick and easy first point of contact for most issues, but our Customer Resolution Centre colleagues remain on hand to help with tenancy matters such as giving rehousing advice, making rent payments and reporting any issues.

If you have certain issues your Neighbourhood Officer can’t help with, they can make an appointment for you with one of our specialist teams.