You said, we're doing

You said: You were unhappy with the quality of repairs being completed, as some jobs required multiple visits.

We're doing: We're creating a specialist team to diagnose and plan repairs more accurately. We're making sure the right people with the right tools arrive on the first visit. We've introduced new technology, so you can send us photos and videos to help us identify the issue before we arrive.

You said: You need more flexible appointment options, like evenings and weekends, to fit your schedules.

We're doing: We're reviewing our hours to offer more appointment times that fit your schedule.

You said: You wanted more updates and clearer communication about your repairs and the status of the repairs. You also wanted us to improve methods of communication.

We're doing: We're improving our communication process to give regular updates. We're introducing follow-up calls so you know what's happening. We're making sure our text message updates are better timed, with clearer details.

You said: You're frustrated when repairs are delayed because they weren't attended to in the right order, and this was causing delays.

We did: Now, if an appointment needs to be moved, the entire series of jobs will be reviewed and adjusted to stop operatives attending in the wrong order.

You said: Scheduling and appointment errors were causing frustrating delays, and repairs weren't always done in the right order. Scheduling and appointment errors were causing frustrating delays.

We're doing: We're upgrading our system to prevent scheduling mistakes and carrying out additional training with colleagues.

You said: The wait time for appointments and repairs is too long.

We're doing: We're streamlining our service to reduce delays and using resources more efficiently to save time while maintaining high quality, making your money go further.

You said: There's issues with communication, timely service delivery and first-time job completion.

We're doing: We collected feedback as part of our Big Listen last year, and we used it to improve and launch our brand new neighbourhoods service. We're still revamping our services, and we'll be keeping you in the loop as the work progresses.

You said: You wanted to have more input into how we communicate with you. Many of you also said you missed receiving updates through your door.  

We did: We've heard you loud and clear. That's why we've launched this Customer Catch-up so you can receive regular updates from us. We set up a Customer Voice Communications Panel to give you the chance to have your say on our communications.

You said: You wanted more communication on a wide range of topics. You’d like a preference for online and email communications, but you’d find a hard copy really useful.  

We’re doing: We’ve sent out two Customer Catch-ups via all formats based on customer preferences and will continue to publish them quarterly. We also made sure that there’s ways customers can feedback on the newsletter and change their contact preferences.  

You said: At our in person consultation on former tenant arrears policy and letters, you mentioned that it would be easier to understand if we removed abbreviations, create two separate letters for tenancy termination notifications, one to be sent to customers who will have an arrears balance and one for those who will be in credit at tenancy termination.

We’re doing: We don’t use abbreviations in policies or letters. We created two separate letters for tenancy termination notifications, one to be sent to customers who will have an arrears balance and one for those who will be in credit at tenancy termination.

You said: The 2025 rent increase letter isn’t clear and you don’t know how your rent is spent.  

We’re doing: We changed the colour and bolded the section explaining how rent is spent, making the information stand out more. We made the title for next steps bigger to make sure the call to action is clear.

You said: You feel like there’s some customers who know less about fire safety and it would be good if they had access to more information.

We’re doing: We’ve created personalised webpages dedicated to each High-Rise scheme with information about building and fire safety.

You said: You wanted service charges letters to be easier to understand, with clearer explanations on charges and leftover money and include a breakdown of charges. You mentioned that having a single point of contact for leaseholders doesn't work. You asked us to talk to more customers about service charges, so we can get more, varied feedback.

We’re doing: We’re re-writing service charge increase letters with customer feedback in mind. We put a temporary single point of contact to manage your questions and concerns that come in from leaseholders and shared owners. We’ve created a service charge survey which will be emailed to customers who pay a service charge in the next few months. There’s also options to receive a paper copy or get in touch with our Customer Voice team if you have any reasonable adjustments you want to make us aware of.

You said: You wanted our rent increase letters to be clearer and for us to move the rent and service charge table down the page.

We did: We’ve done just that, making the rent breakdown clearer and highlighting the next steps and support sections for better visibility.

You said: You wanted our safety letters to go into more detail so you can be more confident about your safety.

We did: We updated our safety letters to clarify the Stay put policy and the different types of alarms in each building.  

You said: You wanted the Building Safety strategy and the resident engagement strategy to be clearer by adding the Stay Put Policy and letting you know about different types of alarms.

We’re doing: We changed the letters to add the Stay Put Policy and created website content on the feedback we got too. 

You said: You reviewed our Former Tenant Arrears Policy and wanted us to avoid abbreviations, include steps to contact next of kin, and differentiate letters for tenants with arrears and those in credit.

We did: We’ve heard you loud and clear and made those changes. We’ve also added repayment plan information right at the start and included important references in all letters.

You said: It’s important to have a consistent and visible presence from One Manchester, partnership working, and a desire for clean, green and safe neighbourhoods.

We did: We took this information on board and added it into the policy reviews, to make sure that the policies reflect what our customers find important.

You said: Looking at the External Funding strategy, the key topics you brought up showed the significance of health and well-being, cost of living, and employment and skills.

We’re doing: Based on this feedback, we’ve developed our External Funding strategy, in line with customer priorities. As a result, we’ve already seen the impact including securing external funding for the following:

•    £10,000 to help customers with Cost of Living support (as well as our Thrive Fund)

•    Funding for employment and skills for customers

•    Funding for supporting the wellbeing of Independent Living Scheme residents  

•    Funding for supporting the wellbeing of Manchester Care Leavers  

Sustainability strategy

You said: Can you take affordability, using the right tech and communications into consideration.  

We’re doing: We listened to your feedback and used it to help shape our Sustainability strategy.  

Vulnerability strategy  

You said: Vulnerabilities change over time, One Manchester needs to be more flexible around them.

We’re doing: We’ve developed a vulnerability strategy, the principles were endorsed by the CSP and approved by the Corporate Customer Committee, which will be used for the upcoming strategy.  

You said:

You wanted a more detailed moving-in checklist that includes contents insurance. You mentioned that it would be helpful to have information about local services and support as well as the support available through One Manchester like the Thrive Fund. It’s important to you that we show how to sign up for an online account and send a compliment. You wanted the repairs section to be clearer and easier to understand. You mentioned that it would be helpful to have safety and lettable standard information in the welcome pack. A section on service standards with SLA’s for all services was discussed. You wanted to know what we’re responsible for in your home, and what you are.  

We’re doing:

We added a more detailed moving-in checklist that includes content insurance and created an  A-Z list of services and support including financial support job seeking, building safety and more. We’ve written a clearer explanation of how you can sign up for an online account and send a compliment. We checked the pack to make sure it includes information on the Thrive Fund, financial support, job seeking, building safety and more. We made the repairs section easier to understand and included information on the lettable standard and overcrowding. We added a section on service standards with SLA’s for all services, and another on responsibilities for customers and One Manchester.

We’ve created an easy read version of the tenancy pack, and made sure it’s sent out to each new customer in person and digitally. To make it easier to read, we’ve made the pack more colourful and engaging. Cut words from core sections, added a notes section to the back and left space for questions. We included animations to bring the content to life and make it easier to read for non-native English speakers.