homes health community support
ISSUE 3, 2019
THE SUPPORT issue
See the results of this year’s
to young people See page 14
Day is a
A day in the life of...
our Community Safety team
See page 6
One Manchester - Hulme Office
Lovell House, Archway 6, Hulme, M15 5RN
Monday to Friday 9am - 4.30pm
(closed third Wednesday of the month
Please use this address for postal enquiries.
One Manchester - Gorton Office
Unit 1 (side of Tesco), Gorton, M18 8HE
Monday, Tuesday, Thursday, Friday,
9am - 4.30pm (closed Wednesdays)
Tuesdays 9am - 12pm, S4B Housing Office,
15 Brunswick Street, Ardwick, M13 9UJ
Tuesdays 1pm - 3.45pm, Sure Start Centre,
101 North Road, Clayton, M11 4NE
Wednesdays 10am - 4pm, Cornbrook
Community Grocer, 217 Stockport Road,
Ardwick, M12 4DY
Thursdays 9am - 12pm, The Grange Centre,
Pilgrim Drive, Beswick, M11 3TQ
Thursdays 1pm - 4pm, S4B Housing Office,
Bramwell Drive, Brunswick, M13 9SU
Call 0330 355 1002 Monday to Friday,
8am - 5.30pm (Emergency repair/ASB
can also be reported at the weekend)
We’re supporting you all the way
in our third edition of 2019
This summer has seen the city showcasing plenty of events to bring
the community together, including Manchester Day, Manchester
International Festival, the Moss Side Carnival and Pride. We’re proud
to be part of an inclusive and diverse city and all the connections,
inspiration and activities that brings.
This issue offers lots of support to help you in a range of ways – from
relationships, money and keeping warm this winter. Pages 6 and 7
describe the work of our Community Safety team and what you can
do to live in harmony with your neighbours.
As the temperatures start to drop, you can stay ahead with our guide
to maintaining your boiler on page 17. Plus, don’t miss out on your
compulsory gas safety check to keep you and your neighbours safe.
Look to pages 20 and 21 for ways to take care of your money. We
explain how to keep clear of loan sharks, how to avoid wasting food
and the importance of keeping up-to-date with Child Benefit.
Enjoy reading this issue and let us know what you think at
The Inspire team
On web chat
Speak to an adviser via the web chat,
Monday to Friday, 9am - 4.30pm
Together with Tenants
We’re happy to announce that we’re early adopters of Together with
Tenants, an initiative from the National Housing Federation, developed
in partnership with housing association members, tenants, residents
and social housing stakeholders.
We now want to hear from you as part of our consultation with tenants
to find out your views on a variety of issues.
If you would like to be involved, please contact Wendy on 0330
355 1002 or email email@example.com
For more information visit
www.facebook.com/OneManchesterCommunityPage @onemcr firstname.lastname@example.org
Fill up for free
Take up the challenge to start using refillable water bottles .............................. 4
Kids experience the magic of storytime
Six schools in east Manchester have benefitted from children’s stories ............. 4
Our Age-friendly Achievement Award
Read how we’ve earned an Age-Friendly 2019 Achievement Award ................ 5
One Manchester is Carbon Literate
We’re doing our bit to be a sustainable and low-carbon organisation ............... 5
Standing up to domestic abuse
We’re committed to supporting people experiencing domestic abuse ............ 7
What is and what isn’t anti-social behaviour
What do the terms ‘nuisance’ and ‘anti-social behaviour’ really mean? ............. 7
Tenants’ Day is a resounding success
Over 55s share thoughts on activities they’d like to see take place ................... 8
Building your future
An update on our latest developments ......................................................... 9
Customer Satisfaction Survey results
Find out how we’re listening to your views .................................................. 10
Don’t be left in the cold this winter
Looking after your boiler now can help reduce problems during winter .......... 15
Keep your home gas-safe and win £100
Look after the safety of yourself, your family and your neighbours ................... 15
Passing on a tenancy when somebody dies
Find out more about tenancy succession .................................................... 16
What’s it like to be on the One Manchester Board?
Earlier this year, Lyndsey McDonald became our newest Board member ........ 17
Supporting a socially-conscious business
Projects designed to bring solutions to social problems in our areas............... 18
Free support for your small business
There are many ways we can support your business to develop and grow ...... 19
Could you be the victim of a loan shark?
Important advice so you don’t borrow from a loan shark .............................. 20
Reduce food waste. Eat well. Save money.
UK households waste 5 million tonnes of edible food every year................... 20
Is your child turning 16?
Your Child Benefit could be affected if you don’t provide information ............ 21
Have you heard about Healthy Start?
If you’re pregnant or have children under 4, you could qualify for Healthy Start .. 21
Are you retired from the NHS or Social Care?
Would you like to become a member of the NHS Retirement Fellowship? ..... 22
See what’s on for young people
Activities and youth projects in your area ................................................... 22
Your quick guide to how we’re performing
We aim to be the best we can and to continuously improve ......................... 23
It’s staggering to hear that the average
person in the UK uses 150 plastic water
bottles a year. That’s why earlier this year
United Utilities encouraged people to
take up the challenge to start using
refillable water bottles.
The Aquarius Centre in Hulme is one of many locations
across the city to offer help, and you can now call in to
the centre and refill your water bottles if and whenever
you need to.
Not only does this help reduce plastic usage across
Manchester, it provides a useful service for walkers,
cyclists and anybody else that might need it. Simply call
in and say hello to any of our staff working in the centre,
Monday to Friday between 9am and 4pm.
Save money, stay hydrated, and prevent plastic
pollution by using a free refill app. It shows you
all of the 20,000 locations where you have free
access across the country.
the magic of
Over 370 students from six schools in
east Manchester have benefitted from the
immersive experience of ‘A World Inside
A Book: Gruffalos, Dragons and Other
Creatures’ - the stories created by Julia
Donaldson and Axel Scheffler.
Each visit to the exhibition at Z-arts in Hulme is led by a
trained story explorer who guides the children through
the world of The Gruffalo, Squash and Squeeze, Zog,
The Smartest Giant in Town, The Highway Rat, the Monkey
Puzzle, Tiddler, The Snail and the Whale, and the Room
on the Broom.
We are supporting the project which aims to encourage
reading from an early age. It also helps children let their
imagination run free as they explore the fully immersive
exhibition. By taking part, youngsters will get to develop
both language and literature skills through reading, writing,
speaking and listening.
The exhibition is open to the public, and Z-arts
are taking bookings for public and school groups
until December 2019. For more information call
Z-arts on 0161 232 6089.
Our Age-friendly Achievement Award
The inclusive work that we have been doing with overs 55s from
our Independent Living Schemes has earned us an Age-Friendly
2019 Achievement Award with Merit.
The Mayor of Greater Manchester, Andy Burnham,
issued an Age-Friendly Challenge to help make the
region the best place in the UK to grow older. Greater
Manchester is already the UK’s first age-friendly cityregion
according to the World Health Organisation.
We’ve been working hard to
make sure that older people’s
voices are heard in decisionmaking
processes. This includes
hosting age-friendly board meetings
at Will Griffiths Court in Moss Side, where
the group talks about ways to improve services
for older residents in our neighbourhoods.
The Moss Side venue has launched a series of age-friendly
activities such as our food share club, Tai Chi exercise
sessions, gardening and a Thursday lunch club.
The activities are open to the wider community, and it is
because of these ideas that Hulme and Moss Side have now
been recognised as one of Manchester’s age-friendly areas.
One Manchester is Carbon Literate
Manchester has pledged to become a zero-carbon city
by 2038, and we are doing our bit to help by aiming to
be a sustainable and low-carbon organisation.
We’re working with the Carbon
Literacy Project to deliver training
to all One Manchester staff about
climate change and how we can make
a difference as individuals and as a
company. Our staff have also been
encouraged to make a pledge to
reduce their carbon footprint. There
have been some great ideas, from
switching to renewable energy to
cycling to work.
We were recently been awarded a
silver Carbon Literate Organisation
Award thanks to the hard work of
Liz and Dean from the team, with Liz
having trained over 186 staff so far
(more than half of our workforce).
A DAY IN THE LIFE
A day in the life of…
our Community Safety team
Our Community Safety team work hard to tackle many forms of anti-social behaviour such as
hate crime, domestic abuse and making sure that our neighbourhoods are safe places to live.
We wanted to get an idea of what can happen during
a normal day in order to help keep the peace in our
neighbourhoods, and so we spoke to Thomas and Bev who
work on the Community Safety team.
What does your day-to-day role look like?
Thomas: “I’m an intervention and enforcement officer and
the main part of my job is to deal with cases of anti-social
behaviour and use early intervention tools to make sure
as few cases as possible go to court. A lot of our work is
“Today I came into the office and worked through some
ongoing cases which are quite time-consuming. Quite often
with anti-social behaviour there are support requirements,
so we work closely with the Support and Wellbeing, the
Place, and the mental health teams in Manchester. After that
I did three separate visits with the Police to investigate cases
relating to drug dealing and noise complaints.”
What type of cases do you typically work on?
Bev: “There’s a wide spectrum of cases, but nine times out of
ten the case will involve mental health issues, drug or alcohol
abuse. Intoxicated people will do things that they wouldn’t
normally if they’re sober.
“One of the issues we’ve been dealing with recently is called
cuckooing. Some of our neighbourhoods seem to have a
small number of properties that are being taken over by drug
dealers who’ll take advantage of vulnerable tenants. They
then use their properties as the base for crime. So, what we
have to do is offer support to the tenant being abused and
help to gather evidence to start legal action.
“We also deal with issues such as drug dealing, organised
crime, money laundering, domestic abuse, hate crime and
other criminal activities. Communities are sometimes too
scared to report behaviour, and so we have to work very
closely with the Police on cases to get the evidence we need
to take action.”
How many cases are your team currently
Tom: “Collectively the team have over 130 live cases,
with new cases coming in daily.
“We have what is called a “harm centred approach” to
all the cases we work on. This means that we do our best
to look at the bigger picture to have an understanding
of what issues each individual person might be dealing
with. But if they are having a negative impact on the
other families in their area, we do sometimes have to
follow the enforcement route and take action.”
Bev: “There are very complex cases where people are
suffering from severe mental health issues and it’s often hard
to work on these. You obviously can’t leave the community
around them to suffer as a consequence of their behaviour,
so we have to consider action. These are often linked in with
drug and alcohol issues.
“A large part of my job is preparing cases for legal action,
instructing solicitors and attending court to give evidence
What are the best things about working in the
Community Safety team?
Tom: “It’s great to get a positive result for people involved
after putting so much hard work in and to help the
Bev: “Cases can be continuous for months. When a case is
finally resolved it is hugely satisfying to see somebody with
mental health issues, or other things in their life, receive the
help they need.“
If you need to report an instance of
unreasonable or persistent noise, or antisocial
behaviour in your neighbourhood,
please call our Community Safety team
on 0330 355 1002.
All contacts will be dealt with in a
confidential manner and your identity
will never be revealed without
Standing up to domestic abuse
The Make a Stand pledge has been developed by the Chartered Institute of Housing in
partnership with Women’s Aid and the Domestic Abuse Housing Alliance to encourage
housing organisations to commit to supporting people experiencing domestic abuse.
Domestic abuse is one of the biggest issues in society today. The true scale of the
problem is difficult to determine because a large proportion of domestic abuse goes
unreported, but studies suggest many millions of people are affected every year.
Tragically, two women are killed every week by their partner or ex-partner.
By signing up to the Make a Stand pledge we have
committed to make sure that we:
1 put in place and embed a policy to support residents who are
affected by domestic abuse
2 make information about national and local domestic abuse support
services available on our website and in other appropriate places
so that they are easily accessible for residents and staff
3 put in place a HR policy, or amend an existing policy, to support
members of staff who may be experiencing domestic abuse
4 appoint a champion at a senior level in the organisation to own the
activity we are doing to support people experiencing domestic abuse
What is and what isn’t anti-social behaviour...
The terms ‘nuisance’ and ‘anti-social behaviour’ are widely
used and mean different things to different people.
What is not considered nuisance and anti-social behaviour?
The normal use of household equipment, pets barking or roaming, and children
playing games in a reasonable manner is not considered anti-social behaviour.
Many one-off instances can be fixed by simply speaking to your neighbour
about the problem. They might not be aware that their behaviour is upsetting you.
We can help if the behaviour is persistent and unreasonable.
If you have an issue relating to bins and fly-tipping, call Manchester City Council
on 0161 234 5000.
What is criminal behaviour, and who should I call?
If you spot drug use or drug dealing you should call GMP using 101 or 999 if
urgent. You can also call Crimestoppers on 0800 555 111. Please also log this
behaviour with us if it is caused by a resident.
If pedal bikes and motorbikes are being used illegally or dangerously by unknown
residents, contact GMP by dialling 101.
If you believe somebody may be involved in prostitution, you should call GMP
on 101 or 999 if urgent.
Tenants’ Day is a resounding success
Over 55s from our Independent Living Schemes across the city attended our first Tenants’ Day
held in Longsight, to share thoughts on activities and events they’d like to see take place.
There were plenty of suggestions on how the
eight schemes could work together and share
a social calendar to get to know one another.
With transport, health, and social isolation being
important matters to the residents that attended,
lots of work is now taking place to ensure the
fantastic ideas can become reality with the help of
those at the event.
Carolyn, one of our Independent Living Advisers,
gave us her thoughts about Tenants’ Day;
“The main reason for holding this event was to give
our customers a voice. The general agreement
on the day was that a lot of people were feeling
socially isolated, and that they wanted to get out
and make new friends. By bringing all the schemes
together to one venue, residents got to meet each
other and have a chat.”
Pauline, a resident at Will Griffiths Court, had been
feeling very isolated until she started to involve
herself in social activities at her scheme. She now
talks about her life experiences through thoughtprovoking
poetry and she shared a poem at the
“A day like this is great, you can come along and
meet other tenants, hear other ideas.” says Pauline.
“I do art on a Monday morning at Will Griffiths
Court, and I took part in the Sonder Radio event,
which ran for four months. We recorded my poetry
and spoke about our communities; it was a brilliant
thing to be involved in.”
The first change from feedback from the event is
a new name for the schemes, which will now be
known as Happy Living Communities.
a tired space
Residents of our North Road
Independent Living Scheme pooled
their creative ideas to redesign their
refurbished communal area.
The group found that the existing layout of the room
didn’t suit their needs as it was difficult to hear the
television or have a chat when darts was being played.
With the help of volunteers from the university, as well as our
rough sleepers programme and builders John Southworth,
Galliford Try, MA Contracting and student designer Fern, the space
has been lovingly transformed into a welcoming lounge area.
The refurbishment work has allowed individuals who have
experienced rough sleeping and homelessness the opportunity
to develop their skills as part of supporting them back into
employment and investing in their new communities. MA
Contracting have worked with two One Manchester residents
who are clients of our homelessness project with painting and
decorating skills, as well as providing the paint and equipment.
The room has now been divided into two and the walls painted
pink and blue to brighten up everybody’s day. The refurbished
communal area has since hosted a party to welcome all of the
residents with entertainment and a buffet. There are lots of activities
and events planned for tenants who live at and in the surrounding
area of the ’Happy Living Communities’ and we are looking at
rolling the project out to other schemes.
Thanks to all of the residents who helped including Peter and
Charmaine who coordinated the project with the support of Joyce,
Sylvia, Geoff and Fred.
Building your future
There’s been a lot happening lately such as new planning
applications and building starting on-site, as well as houses
being released for sale and rent. And that’s not all...
The Clockworks, Moss Side
This large apartment block located on Princess Parkway launches in autumn.
All of the two-bedroom homes on this development are available with Rent to
Buy. This allows residents to rent at 80% of the market value for five years, giving
them the chance to save for a deposit and either buy outright, or with Shared
Ownership at the end of the five-year period. The Clockworks has on-site
parking, a roof garden and very easy access to the city centre, which makes
it a fantastic place to call home.
South Gate, Openshaw
Phase one of our South Gate development sold out in its first week, but
phase two on Godley Street launches in the autumn. These two- and threebedroom
houses will be available with Shared Ownership and are sure to
be snapped up quickly.
Sandpiper Place, Gorton
Launching this autumn and also available with Rent to Buy and Shared Ownership,
Sandpiper Place is 26, three-bedroom houses developed alongside the rebuilt
Oasis Community Centre. It’s in a fantastic location with easy access to the city
centre and local amenities.
We also have planning permission for six other developments, including
three for Affordable Rent, and we will be starting on-site soon. Keep an
eye on our website for more information about where we are building.
Atlas Place, Levenshulme
Atlas Place has been a very popular development, with all houses
currently reserved. The apartments will be launching soon, all
available with Rent to Buy. Tucked away down a side street, but
only minutes from the centre of Levenshulme and the train station,
these apartments are likely to be as popular as the houses.
Natasha and Ankur,
our very first residents
at Atlas Place in
to take their first steps
their own home with
Rent to Buy.
For more information take
a look at the ‘Find a home’
section of our website and
don’t forget to register
CUSTOMER SATISFACTION SURVEY RESULTS
You told us how we’re doing,
and here are the results!
In January we asked you to tell us what you think of the services provided by One Manchester in our second annual satisfaction
survey sent to all tenants and leaseholders. We asked an overall satisfaction question ‘Taking everything into account, how satisfied
or dissatisfied are you with the service provided by One Manchester?’. Encouragingly the results have slightly improved from
2018’s results but improving our services, in collaboration with you, remains a top priority for us over the coming months and years.
Year Very Dissatisfied Fairly Dissatisfied Neither Fairly Satisfied Very Satisfied Overall % Satisfied
2019 10.7% 10.7% 7.5% 33.6% 37.5% 71.1%
2018 9.3% 10.8% 10.1% 36.7% 33.1% 69.8%
Net Promoter Score
We also use the Net Promoter Score to measure
customer satisfaction and loyalty. The score is based
on the question ‘How likely are you to recommend
(the organisation) to a friend or relative?’.
The NPS can be as low as -100 or as high as 100.
A positive a score of 50 is viewed as excellent, whilst
negative scores are seen as poor.
Our 2019 score of 22 is 18.1 higher than that of
housing associations nationally, and just 0.4 below
the all sector UK average (based on national research
in the UK Customer Satisfaction Index January 2019).
One Manchester HA’s nationally UK all-sector average
Overall average scores comparison
This chart shows the overall average score for each question asked in both 2018 and 2019.
The good news is that we have seen an improvement for each question, however there is still much work to do.
Do we communicate with you in a way that suits you?
How satisfied are you with the cleanliness of the area near your home?
Do we understand the concerns or issues you raise?
Overall, do you think the amount of service charge you pay represents value for money?
Overall, how satisfied are you that OM acts on your feedback?
How satisfied are you with how the green space is maintained?
Overall, do we deliver what we’ve promised/do what we say will do?
How satisfied are you with the condition of your home?
How satisfied are you with the area near your home as a place to live?
How satisfied were you that we resolved your issue first time?
Overall, how satisfied are you that OM keeps you up-to-date with things that might effect you?
Overall, do you think your rent represents good value for the property you live in?
How satisfied were you with the level of service you received with your most recent enquiry?
How satisfied were you with the level of service you received with your most recent repair?
Overall how easy do you find it to pay your bills each month?
Overall, how easy was it for you to contact us with your most recent enquiry?
0 1 2 3 4 5 6 7 8 9
Average Score Comparison by Place
We have worked out an average score out of 10 for all questions by place area.
Again, the good news is that each score increased from 2018 to 2019.
CUSTOMER SATISFACTION SURVEY RESULTS
Gorton & Abbey Hey
Ancoats & Beswick
Hulme West (St George’s)
Hulme East (Hulme)
0 1 2 3 4 5
6 7 8 9
The highest scoring place in 2019 is Fallowfield followed by Gorton and Abbey Hey, and the lowest scoring place in 2019
is Hulme (East and West). The area that saw the biggest increase from 2018 to 2019 was Ardwick (up by 1.41 points).
The area that saw the smallest increase was Hulme East (formerly Hulme South); up just 0.16 points. The overall score
across the board has gone up by 0.81 points.
Top three areas to improve
In the 2019 survey, we asked you to choose the three things you’d most like us to improve.
Keep my area cleaner
Make it easier to contact the
right person to help me
Resolve problems more quickly
The importance of these things to you
To better understand your priorities, we asked you not only how satisfied you are with certain things, but also how important those
things are to you. This has enabled us to perform some gap analysis - the bigger the gap between the average satisfaction score
and average importance score, the more we need to be concerned. The biggest gaps were:
Question of importance Satisfaction Importance GAP
Cleanliness of the area near your home 6.21 7.93 1.72
Condition of your home 7.28 8.78 1.5
The area near your home as a place to live 7.17 8.46 1.29
CUSTOMER SATISFACTION SURVEY RESULTS
You said it, so we got it done
After analysing the results of the customer satisfaction survey from 2018 and some in-depth
research with tenants, we drew up an action plan to tackle what you said we could improve.
We focused on the questions which scored especially low (less than 7 out of 10) and developed what we thought were realistic
and achievable actions. Here are some examples of what we have done (or tried to do).
What we did The result Comments
Educate residents on the
process and how to report
to relevant agencies when
it’s not One Manchester’s
Updated the website
and information leaflets
handed out at place
events and distributed
in high-rise blocks.
We also attend regular partnership
meetings with other Manchester service
providers such as the Police and the
council and will be engaging with
residents more about our anti-social
approach in the
Performance measures have been
updated in consultation with our
Scrutiny Panel to focus on the quality of
service and customer satisfaction.
We now have a dedicated performance
coach in the contact centre to support
the team to improve the quality and
consistency of our service as well as an
end of call satisfaction survey.
Review informal and formal
Lots of work has been carried out to look at
how we deal with complaints and to improve
the review process. We will do more to
review lessons learnt from complaints to
support service improvements.
These are now reviewed regularly to
assess the cause and to try and avoid a
repeat. Feedback is provided to teams
on how issues could have been worked
Work with Manchester City
Council to improve green
We are working in partnership with
Manchester City Council and Biffa
to promote the use of recycling at all
sites and the free council collection
service. We have also developed
a fly-tipping ‘heat map’ to decide
which areas to target.
We want to change people’s
behaviours through education
and engagement. Work is in
progress to plan how clean up
events are managed to help
Link in with Manchester
City Football Club over
concerns about the
behaviour of football fans
and concert goers on
event days in Beswick.
We have held discussions
with representatives of
the football club and have
agreed a way to raise
As part of the regular Beswick drop-in
with the place co-ordinator, there is the
opportunity to report specific concerns
on this matter which are passed on to
Manchester City Football Club.
Realignment of services
and change of the Place
team structure including the
role of your housing officer.
A significant change has been made to the
way the Place team works and what they
focus on. Some new roles were created
and began in September 2018, along with
place plans for all of our neighbourhoods to
help us adapt our services.
This change of approach means you
should see us out and about in your area
much more often which gives you the
chance to interact with us face-to-face.
CUSTOMER SATISFACTION SURVEY RESULTS
What we did The result Comments
Review of how we buy
things and the quality of
A major review of our maintenance stores has
been carried out and a new way of working
has been developed which has begun this
You should hopefully start to see
improvements in our repairs service
as a result of this activity.
Repairs policy review.
Some small changes were made to our
repairs policy and repairs guide following
the review. The latest versions are available
on our website.
We hope this
makes our policy
clearer and fairer
We started by running DIY sessions at the
Boiler House in Moss Side. Following the
success of these, we decided to trial having
somebody from our repairs and grounds
maintenance teams at all our place events to
provide hints and tips.
The interest at our place events hasn’t
been as expected, so we are going
to review our approach.
Consider joining the
Institute of Customer
We have joined for an initial two years. The
Institute of Customer Service is the UK’s
independent professional body for customer
service with the primary purpose of helping
its members deliver improved service
Membership lets us see how you
think we are doing compared to other
services. There are training opportunities
for staff and lots of research that we
now have access to which will help us
develop service delivery.
All of our repairs operatives have
completed a customer service
course to improve their interactions
The training has been a success and we
hope to start something similar to our
other customer-facing teams.
What’s happening this year
The 2018 action plan has finished, but we won’t stop there. Here’s just part of what we
have planned for this year, all because of the results of our 2019 customer survey:
• Further development of our customer engagement network to ensure the
customer voice is central to service improvement and development
• Complaints training for all managers to improve how complaints are handled
and how effectively we learn from them where we get something wrong
• Development of key performance measures for our grounds maintenance
• Review and consultation around our service standards so you know what
level of service to expect when you contact us
• Completion of our operative multi-skill training programme
• Identification of areas for environmental improvements - we are planning a
large and long-term environmental project
Apprentices build their skills with us
Giving local young people a start on the career ladder is hugely important to us, and this summer
saw the beginning of a very special makeover to one of our properties.
A flat in Hulme was handed over to our Building Services team
for the repairs and renovations to be completed entirely by our
team of apprentices.
After the previous tenant moved out of the flat, it was stripped
back and turned into an open space for the apprentices. This
allowed the team to gain hands-on experience of working on a
build from the very start.
Brian Williams, the assistant manager of the Building Services
team, explained why the project would be so useful for our
team of young apprentices;
“This is the first all-apprentice site that we’ve had done and
being in here has built a real team spirit between them all.
Of course there are people guiding them and helping them,
but all the work has been done by the apprentices.
“It’s invaluable experience for those working on it. They’re all
doing really well and we’re quite far into the job now. A lot
of the plastering has been done as well as the rewire, central
heating and kitchen.”
One person who knows the work that goes into completing
an apprenticeship is Darnell Brown, an apprentice electrician
who joined One Manchester three years ago. He tells us how
he is now passing on his knowledge to the next generation of
Darnell was passing his experience on to Brook Hardman, an
apprentice electrician, who spoke about why having someone
who has done it before to teach him has been useful.
“It’s good because they’ve been through it themselves, they
can give me tips and explain to me what it’s like. We’ve felt like
we’ve been able to make mistakes on this build, and we’ve
learnt from our hiccups and found ways past them.
“An apprenticeship has been great for me. You get paid
while you learn, and college really wasn’t for me. Sitting
in a classroom all day wouldn’t have worked. This is an
opportunity now for Darnell to show me what’s possible with
Brook’s experience has given him the motivation to make the
most of his apprenticeship.
“It gives you a goal to aim towards if you put your mind to it.
You see the mentors and think ‘they know what they’re doing;
he’s got his own van’. It pushes you to get the best out of
We offer a range of apprenticeship opportunities and have
recently put 17 apprentices through our fantastic apprentice
programme, which includes roles in finance, customer service
“It’s been a good experience, teaching the new guys what I
learnt” says Darnell.
“Obviously, I learnt it quite recently, so I know how to
explain things to them in a way that they’ll understand.
It’s also been really helpful to learn a bit about what the
other apprentices have to do in their trade, because often
we don’t really come across each other in normal life.”
To find out more about local
contact the One Future team
on 0330 355 1002 or
You can also check the ‘Work for Us’
section of our website or One
Manchester’s page on
Don’t be left in the cold -
test your boiler now
Heating your home during the cold months might seem like a long way off,
but looking after your boiler now can help reduce problems through the winter.
We highly recommend preparing for the chill by
turning your heating on while the weather is still
relatively mild. You don’t need to use it for long -
just enough time for your radiators to warm up.
To make sure that everything is running smoothly with
your boiler and radiators, take a look at our advice to
some common issues and how to resolve them.
Check the thermostat
Make sure the thermostat is set
correctly with summer and winter
settings. Due to warmer weather, the
thermostat may need setting higher
than normal to activate your heating.
• If your gas meter is pre-paid, make
sure you have enough credit on it
• Check all your other gas appliances
are in full working order
• If the unit has a fuse switch, check the
switch is pressed down
Check the pressure
The amount of water in a boiler and central
heating system is indicated on the pressure
gauge, and this should be between
1 and 1.5 bar.
When a central heating system hasn’t been
used for a few months, the amount of pressure
in the boiler and central heating system can
drop. This can often cause a boiler to stop
working and will show as an error code on
the display (Vaillant - F22, Potterton - E119,
Intergas - 0.0).
To replace the water and increase the pressure,
turn the taps on the chrome flexible pipe (filling
loop) shown. The taps on the filling loop can
only be turned one way. When turned you
should hear water filling the system and notice
the pressure in the boiler begin to rise.
Aim for between 1 and 1.5 bar, or the green
section on pressure gauge, then turn the taps
back and you will hear the water stop. This will
fill the system with enough water and remove
the error message. Your boiler should be
working normally after about 20 minutes.
To find out how you can save money on your energy bills visit www.onemanchester.co.uk/energy-saving
Keep your home gas-safe... you could win £100
It’s a legal requirement that you let us carry out a gas safety check
at your home to keep you, your family and your neighbours safe.
You will be sent an appointment for your gas safety check which you can rearrange if it’s not suitable.
If you let us in first time, you’ll be entered into our monthly
prize draw where one lucky customer will win £100.*
On the day of the appointment you must make sure:
• if you have a card meter there is credit on it
• your appliance(s) and gas meter can be reached easily
• you have the manufacturer’s instructions available for any of your own gas appliances e.g. gas fire, cooker
For full details of this promotion visit www.onemanchester.co.uk/privacy
*Terms and conditions apply.
Passing on a tenancy
when somebody dies
Individual tenants and joint tenants might be able to pass on their tenancy when
they die. This is known as ‘succession’.
When requesting a succession of tenancy, please be
aware that only one person can take over the tenancy
if the following conditions are met.
• A succession can only legally take place once
• This is only upon the death of the current tenant
• The person applying to succeed the tenancy must
live in the property as their ‘only or principal home’
• This must have been continually residence for a
minimum of six months or more prior to the death
of the tenant
• When a sole tenant dies, the tenancy can pass to
their spouse, civil partner or partner
• The individual requesting the succession must
provide evidence that they meet the criteria
Depending on the type of tenancy the previous tenant
held, a family member may have the right to succeed to
the tenancy, however this does not mean they will have
the right remain in the current property.
If the property has been adapted or is too large for the
family member who has requested to succeed, although
a succession of the tenancy may be approved, they will
not take over the current property. However, we would
support the individual in being rehoused elsewhere.
If we cannot grant the succession of the tenancy to the
person who has made the application, we may provide
support to them to be rehoused into a property suitable
for their needs through our choice-based lettings system.
To report the death of a
tenant please call
0330 355 1002 or visit
What’s it like to be on the
One Manchester Board?
Earlier this year, Lyndsey McDonald became our newest One Manchester Board member.
She joins eleven other members who have a wide-range of business skills, experience
Lyndsey has a degree in civil engineering and works as a
project supervisor for the National Grid. She has lived in southeast
Manchester all her life and currently calls Longsight home.
We asked her about her experience since joining the team,
and how she became involved in the first place.
“I took part in One Manchester customer surveys in 2018 and
found it a really rewarding to give feedback on how I felt about
my community and the service One Manchester provides.
It was great to be able to comment on the things which are
working well and those which could use some improvement.
“At the time I had been looking for a volunteering position
in which I could give something back to the community. By
coincidence at this focus group we were told about a position
that had become vacant for a tenant board member and I was
really excited to find out more.”
She could see how she could make a difference to the
organisation by joining the board so was keen to get involved.
“I wanted to become a board member because I really believe
in the purpose of One Manchester. Not only do they provide
quality homes and services - they strive to be at the heart of our
communities to shape other services and improve people’s
“I wanted to be a part of this and felt I could greatly contribute
through my own life experiences and passion for our people
and our communities.”
We asked Lyndsey to tell us a bit about what being a member
of our board involves:
“We encounter all the issues that would surround a business
and the decisions it has to make. As a board member, our role
is mainly at a strategic level and we try not to get too involved
with the day-to-day running of One Manchester as this is in the
very capable hands of our executive team. A recent example
which we dealt with was the merger of Eastlands Homes and
City South Manchester into One Manchester as a community
benefit society. This involved a lot of legal paperwork and the
updating of our financial arrangements.”
“Some of the best aspects of my work
with the board are seeing real change,
as well as hearing about the experiences
of our customers first-hand and from the
management team at One Manchester.
“Discussing and debating future plans is
really rewarding as I can contribute to the
decisions we make for our services
and our communities.”
Supporting a socially-conscious
Earlier this year we asked to hear from entrepreneurs and social organisations who could
help improve Manchester’s neighbourhoods. £150,000 was available to support projects
designed to bring solutions to specific social problems in our areas.
One of the first social enterprises to be awarded
funding, EMERGE 3Rs, spoke to us about how
the funding has helped to grow their waste wood
upcycling project, Touch Wood.
How will the funding help with your enterprise?
“We’ve now created a trainee workshop supervisor
role who is very focused on the production side of
the enterprise. The trainee supervisor used to be a
volunteer with us, but this funding now allows us to
pay them a living wage and support them through
training opportunities such as health and safety,
accredited use of tools, forklift truck driving and how
they can better support other volunteers through inhouse
“We also plan to introduce a full-time coordinator role,
which will be very retail focused, and will help us to
grow our sales platforms.”
“We’re also working on the refurbishment of our workshops, turning
one into more of a training workshop, and the other into a publicfacing
“Our next steps are to improve our website and marketing activities
to help people find us and our services.”
Do you have any advice for people thinking about getting
involved with future social innovation support?
“Just go for it! Have a look on One Manchester’s website, make
sure to register your interest and speak to Anton. He’s been a really
approachable and supportive person during the project. We’ve
recently had a follow-up meeting and he’s been great at helping us
scope and develop the project.
“Everyone at EMERGE 3Rs and
Touch Wood is so excited to find
out what’s next for us.”
What are your plans now you have the social
innovation funding support?
“Alongside the employment, your funding has also
helped us to hire a consultant to carry out some
marketplace analysis. We’ve learned more about how
we can be financially sustainable, potential partners we
could work with, and what we need to do to evolve
Touch Wood into a profit-generating enterprise, which
will help us to contribute more in terms of social value.
To find out more about
funding for local organisations,
contact Anton Schultz on
0330 355 1002 or email
Free support for your small business
There are many ways we can support your business to
develop and grow, and we’d love to hear from you
to discuss your business idea.
Our advice includes:
• 1-1 support and advice to start your own business, develop your ideas
and access a range of support available in the city
• free training and business courses to help improve the skills and
confidence of budding entrepreneurs
• our Catalyst Fund which supports local businesses with funding
• a small business grant* to cover some costs for your business
e.g. equipment, insurance, marketing
• hosting business networking events
(*Subject to eligibility)
If you would like to
talk to our enterprise team, contact
or call 0330 355 1002.
Would you like to start your own retail business,
or have you already set-up?
Your business could follow in the footsteps of huge retailers like Marks
& Spencer, Tesco and Matalan, who all started life on a market stall.
We’re working with Prosper Associates to offer free training so you can become
a new market stall trader or trade online. There is also a fantastic opportunity
to access a small start-up grant too, based on eligibility and completion of the
whole programme. This training workshop is for new retail businesses,
or existing traders with no more than 30 months in business.
What you will get:
• vital skills needed as a market New or Ad online to retailer be supplied by LC miss to go out on - this spread!
• real-life ideas and action points
• to learn the rules and regulations of running a business
• all equipment and materials provided
one youth one home one life one money
Come along to the open day on Monday 11th November from 10am-12pm.
The training workshop will begin on Monday 18th November from
10am-1pm and run for 12 weeks at Eastlands House, Victoria Street,
one place one future
Openshaw, M11 2NX.
Call Wayne on 0330 355 1002 or email email@example.com
Could you be the
victim of a loan shark?
If you can answer yes to one or more of these questions
you might be borrowing from a loan shark.
• Did they offer you a cash loan?
• Did they not give you paperwork?
• Did they add huge amounts of interest or APR to your loan?
• Have they threatened you?
• Are you scared of people finding out?
• Have they taken your bank card, passport, watch or other valuables
It is important that you report a loan shark to the Illegal Money Lending
team who can provide support and advice on 0300 555 2222.
If you need help with debt issues and advice about
borrowing money safely, our One Money team can help.
For a more ethical and affordable
form of borrowing instead of high
interest lenders and loan sharks,
contact the local credit unions.
Source Find suitable out more imagery online at:
Call 0330 355 1002 or email firstname.lastname@example.org
Reduce food waste.
Eat well. Save money.
UK households waste 7 million tonnes of food every year,
5 million of which is edible - enough to fill 40 million wheelie
bins or 100 Royal Albert Halls!
A great deal of food waste comes from the last few bites on your plate - uneaten leftovers
and things like stale bread or potatoes - all of which could have been transformed into
Reducing food waste can also save you money, so why not see what delicious
meals you can make before throwing out food? The website, Love Food
Hate Waste, shows you easy to follow recipes that help you to make
tasty meals out of food you might otherwise have thrown in the bin.
Simply type in the ingredients you have leftover in your fridge
and the website will tell you what you can make from them.
How about potato and veggie hash, baked stuffed
apples, or spicy carrot burgers?
Visit lovefoodhatewaste.com today
and let us know what tasty treats
you cook up by posting pictures
on our Instagram or Twitter pages.
Is your child turning 16?
Your benefits could be affected if you don’t provide
further information to Child Benefit.
Child Benefit will usually write to you in advance to ask
what your child will be doing when they turn 16, and
you will need to respond and provide any documents
Your Child Benefit and Child Tax Credit payments will
stop if you don’t inform them in good time, and other
benefits could be affected or reduced.
To continue to get paid the right amount and not lose
out, make sure you tell Child Benefit, Child Tax Credit,
Housing Benefit or Universal Credit and Council Tax
Support what your child will be doing. For example, if
your child will remain in school, provide a letter from the
school with the date your child expects to finish, or if in
college, provide the learning agreement.
If your child is leaving education and is unsure about what
to do, they should consider:
• Speaking to the careers service for advice
• Job clubs to help with CVs, interview techniques and job searching
to find out more.
Additionally, if you have a child turning 18 this can also affect and
reduce your benefits. Your child might even need to apply for
Universal Credit whilst looking for work. To find out more visit;
Sophie has three children and when her son turned 16, she wasn’t aware she
needed to let Child Benefit and Child Tax Credits know he was staying on
in full-time education. Because Sophie had difficulty reading and writing,
she struggled to understand letters and forms and what she needed to do.
Unexpectedly, her payments stopped and she lost out on £62.75 a week.
Thankfully, Sophie contacted our One Money team and Wayne helped to
contact the benefit agencies with the relevant information to get her benefit
payments back in payment and backdated. Without these benefits,
she would have lost out on £3,263 a year - money she was entitled to.
For more information, please contact us so we can offer
the correct advice based on your circumstances on 0330 355 1002.
Have you heard about Healthy Start?
If you’re pregnant or have children under the age of four and
are on benefits, you could qualify for Healthy Start.
You also qualify if you’re pregnant and under the age of 18.
This means you could be eligible for free vouchers to spend on
milk, fresh and frozen fruit and vegetables, and infant formula milk
every week. You can also get free vitamins. Healthy Start aims to
give your family the very best start in
life and is completely free.
Find out if you are eligible at
Are you retired from the NHS or social care?
Would you like to become a member
of the NHS Retirement Fellowship?
A member can visit a local branch (they meet every three weeks), and
branch membership includes social events, visiting places of interest, day
trips, speakers on specific subjects requested by the members, exercise
and leisure activities. Retirees can also learn new skills and develop
interests with others, assisting in tackling loneliness and isolation.
If visiting a branch is not for you, you can become a postal member.
Postal membership costs £20 a year with some branches making
an additional charge to cover any activities or refreshments.
The NHS Retirement Fellowship is a registered charity with
a membership of 10,000. All members get support such as:
• worldwide travel insurance
• discounts with Hoseasons, Cottages.com and Riviera Holidays
• 10% discount on Fred Olsen cruises
• benevolent fund for members in need
• access to financial services
• shopping discounts
• pharmacy service
• eligibility to join the Civil Service Club in Whitehall
For more information call Karen Kennedy, North West Development Officer on
07967 489162 or email email@example.com
Activity Where Area Day Time Age
Arts & Crafts The Place at Platt Lane Fallowfield Monday 3.30pm-4.30pm 3 to 11
Gym Session Beswick Leisure Centre Beswick Monday 5.30pm-7.30pm 13 to 19
Water Polo East Manchester Leisure Centre Beswick Monday 6pm-7pm 7 to 11
Arts & Crafts Wells Centre, 101 North Road Clayton Tuesday 3.30pm-5.30pm 3 to 11
Homework Club The Place at Platt Lane Fallowfield Tuesday 4pm-5.30pm 7 to 11
Homework Club Aquarius Centre Hulme Tuesday 4pm-5.30pm 7 to 11
Football The Scout Hut, Seymour Road Clayton Tuesday 6pm-8pm 11 to 19
Fashion Upcycling The Scout Hut, Seymour Road Clayton Tuesday 6pm-8pm 12 to 19
Cooking Class The Scout Hut, Seymour Road Clayton Tuesday 6pm-9pm 12 to 19
Pre-School Story Time The Place at Platt Lane Fallowfield Thursday 10am-11am Under 5s
Lego Club The Place at Platt Lane Fallowfield Saturday 1pm-2.30pm 6 to 11
Dirt Biking Dirt Factory Bike Park Manchester Tuesday 2pm-3.30pm 11 to 19
If you would like to find out more about these activities or other
youth projects, you can contact Michelle on 07940 758168.
Your quick guide to how we’re performing
January to March 2019
Below are the top ten performance indicators selected as the most important by members of
our Scrutiny Panel - a group of customers and members of the wider community whose role is
to challenge us to be the best we can and help us to continuously improve.
LAST YEAR TARGET JAN - MAR 2019
Amount of rent we have collected this year
This includes payments made for rents as well as arrears,
which is why the result can sometimes be higher than 100%.
% of homes available to new tenants this year
A smaller number of properties became vacant during this
three-month period, which resulted in 106 new lettings
compared with 138 the same time last year.
Average number of bids for each property
advertised on Manchester Move
Demand for our properties continues to increase and reflects
the need for more housing in the city.
4.45% 5.00% 4.33%
226 90 299
Time to re-let properties once tenancy has ended
It took us a little longer to get our properties ready to relet
during this period due in part to the high number of empty
properties, combined with a high number of re-offers.
19.24 days 16.00 days 27.49 days
Call Centre satisfaction
Caller satisfaction has been consistently above target and has
improved since it was introduced in June 2018.
Number of formal stage 1 complaints received
The number of complaints received has increased compared to
the equivalent point last year. Each case is taken seriously and
used to help us improve our services.
Emergency repairs completed within 24 hours
Further progress has been made. Attention can now be focussed
on individual jobs to establish what went wrong, promoting
discussion and further improvements based on lessons learned.
Repair appointments missed due to access
The positive improvements made in the last quarter have
continued into this quarter. We have beaten the target for the
second quarter in a row.
Properties with a valid Gas Safety Certificate
All of One Manchester properties that require a gas safety
certificate have one. This result is very much about the
commitment of the team and the success of the new structure.
96.98% 100% 99.60%
11.49% 8.00% 7.60%
99.95% 100% 100%
Properties sold through Right to Buy or Acquire
We have sold 30 more properties than at the same point last
year and aim to build 1,000 new properties by 2020 - double
the original target.
Manage your account online
You’ll discover a range of services designed to make managing
your tenancy so much easier is right at your fingertips.
First things first...
Register today to make the
most of our online services
including making payments,
booking repairs and your
Simply register your email
address and create your
password.In order to create
an account, make sure you’ve
got your National Insurance
Number and tenancy number
handy. Your tenancy number
can be found on your rent
statement or by calling
0330 355 1002.
To make a payment, select the
address you would like to make a
payment to, enter the amount and
click confirm. You will then be
directed to One Manchester’s
payment partner for
Book a repair
Click on ‘Book a repair’, give a reason for the request and any
other details. Once you’ve submitted the information, you’ll
be given a selection of time slots to choose from - it’s that easy.
We’ll even text you confirming your appointment!
Please note: You won’t be
able to book emergency
You’ll need to call our
Click on ‘My Account’ to view your
recent payments, your current
balance and all the latest news and
events in your area.
You can also choose the topics
you want us to contact you about.
Keeping your details up-to-date
allows us to send information that
is relevant to you.
onemanchester.co.uk makes life easier