Customer Service Commitments

As part of our commitment to the delivery of high quality services, we have reviewed and revised our service commitments. A service commitment is a published standard, which must be adhered to, that can be consistently measured and used to monitor the performance of One Manchester services or contracts. We have tried to relate the new commitments to areas of business we believe that our customers will value and it is our intention to tell tenants how well we are performing against our corporate ones.  

On this page you can find our:

  • Independent living commitments which apply to tenants living in independent living accommodation;
  • Caretaking commitments, which apply to tenants who live in accommodation that benefits from the provision of a caretaking service;
  • Mobile cleaning commitments, which apply to all tenants.
Retirement housing

Independent Living Service Commitments

  1. We will carry out an independent living induction with you within 2 working days of you moving into your home.
  2. We will check you are settling in well and complete an individually tailored tenancy plan with you within the first 10 working days of you moving into to your home.
  3. We will offer you a daily wellbeing check and provide you with technology to alert services should you require emergency assistance 365 days of the year.
  4. We will conduct building checks, which include a review of health and safety considerations in line with agreed timescales and legislation.
  5. We will hold a quarterly tenants’ meeting at your scheme, tell you about them at least five working days before they take place and provide you with a summary of the matters raised at the meetings within 10 working days.
Caretaking Service Commitments

Caretaking Service Commitments

We will conduct building checks, which include a review of health and safety considerations in line with relevant legislation and guidance. Where necessary we will undertake minor repairs around the blocks. This includes:

1. Ensuring the building is repaired and maintained

  • Fire safety
  • Basic security checks including lighting, checking of emergency exit doors
  • Ensuring corridors and walkways are clear of obstacles or fire hazards

2. We will keep the internal communal areas of the block clean and tidy. This includes:

  • Foyer and ground floor
  • Lifts, the stairs and landing, walkways and communal rooms
  • Chute room
  • Bin rooms
  • Hand rails
  • Light fittings

3. We will keep the external grounds within the perimeter of the building clean and tidy and regularly litter pick all communal areas. This includes:

  • Main entrance area
  • Footpaths
  • Drains
  • Grassed and flagged areas
  • Borders and planted areas
  • Car parks
  • External bin areas including the management of the recycling bins and garage sites

4. Outside of the caretaking service working hours we offer an out-of-hours emergency service which can be accessed by ringing our main contact centre on 0330 355 1000. Examples of emergencies include:

  • Hazardous or biological waste in communal areas
  • Securing of immediate fire hazards and unforeseen issues such as floods or fires

5. We will carry out property viewings with potential new customers.

Mobile Cleaning Service Commitments

Mobile Cleaning Service Commitments

1. We will keep the internal communal areas of the block clean and tidy. This includes:

  • Foyer and ground floor
  • Stairs, landings, walkways and communal rooms
  • Chute rooms
  • Bin rooms
  • Hand rails
  • Light fittings
  • Walls
  • Lifts (if applicable)

2. We will keep the external grounds within the perimeter of the building clean and tidy and regularly litter pick all communal areas. This includes:

  • Main entrance area
  • Emergency exits
  • Door intercom units
  • Footpaths    
  • Drains
  • Grassed and flagged areas
  • Borders and planted areas
  • Car parks
  • External bin areas including the management of the recycling bins and garage sites

3. We will conduct block inspections, which include a review of health and safety considerations in line with relevant legislation and guidance. This includes:

  • Ensuring the building is repaired and maintained
  • Fire safety
  • Basic security checks including lighting, checking of emergency exit doors
  • Ensuring corridors and walkways are clear of obstacles or fire hazards
  • Internal and external communal areas are clean and tidy
  • Check communal areas for personal items being stored and remove where identified. (Report to your Place Coordinator if required.)
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