PEOPLE
Creating a great place to work
PEOPLE
Creating a great place to work
People
Great place to work
In our Corporate Plan, we committed to:
Refreshing our People Strategy to include a new performance framework and talent development plan.
Refreshing our IT Strategy to align key business priorities and simplify our ways of working.
Here’s how we got on.
People Strategy
Great customer service starts with a great team. In 2024/25, we refreshed our People Strategy—a plan to build “the best team” so we can deliver the best service to you.
You might not see everything that happens behind the scenes, but the way we support and develop our colleagues directly affects your experience. Whether it’s how quickly we respond to your queries, how well we communicate, or how we handle repairs and complaints—our People Strategy is designed to make sure we get it right. Here’s how:
Creating a culture to be proud of:
We continued building a culture that’s inclusive and driven by our HEART values—Honest, Enterprising, Accountable, Respectful, and Trustworthy. This keeps teams connected and motivated to deliver great service. We embedded these values into everything we do, from recruitment to day-to-day interactions.
Recognising people and teams:
We reviewed our pay and benefits to make sure we attract and retain the best people. We celebrated success, both individual and team, and prioritised health and wellbeing.
Developing talent:
We invested in training and development so our teams have the skills they need to support you effectively. That included leadership programmes, succession planning, and peer-to-peer learning.
High performance:
We launched a new performance framework and talent development plan. It ensures we all stay aligned to the same vision and goals, and that every colleague in every team has objectives to improve customer service and deliver value for money.
Closing the Gender Pay Gap
We’re committed to fairness and equality for all colleagues. Our 2024 Gender Pay Gap report shows that we’ve continued to make progress, with a median pay gap of -5.4%, well below the national average of 14.3%.
Why does this matter for customers? A fair and inclusive workplace helps us attract and keep talented people who deliver the services you rely on. By investing in equality, we’re building stronger teams, improving customer experience, and ensuring that everyone who works for One Manchester feels valued and supported.
In 2024/25:
Embedded HEART values across recruitment and daily work
Reviewed pay and benefits.
Delivered 2000 training sessions.
Launched new performance framework and development plan.
Put 3 cohorts through the LEAD from the HEART management plan.
Delivered 19 paid NCS placements (10 with One Manchester, 9 with partners).
73% gained employment.
Held a winter wellbeing campaign.
colleagues recommended One Manchester
sick abscence
voluntary turnover
median gender pay gap
(vs national average of 14.3%)
leadership roles held by women
colleagues from BAME backgrounds
In 2025/26 we’re:
Investing in a new Learning Management System.
Preparing for the new Competence and Conduct Standard.
IT Strategy
We refreshed our IT Strategy to make sure our systems and tools work better for you and for our teams and help us deliver services smoothly. Our aim is to simplify how we work wherever we can, remove pain points, and make it easier for you to access services when you need them.
Although we didn’t complete the full strategy in 2024/25, as of July 2025 we’ve now got a 12-month action plan in place and we’re getting on with delivering it.
In 2025/26 we:
Refreshed the strategy and put a 12-month action plan in place (as of July 2025).
100% P1 cyber attacks prevented.
In 2025/26, we’re:
Implementing 2 new systems to support Awaab’s Law.
Rolling out a better phone system.
Trialling a doorstep repair booking tool.
Reviewing our Housing and Finance systems.
Creating a Knowledge and Information Strategy.
So far in 2025/26, we’ve:
Introduced new IT systems to support Awaab’s Law, including:
Assetli – to manage hazard cases and emergency repairs.
Homes Assistant – built using AI (Microsoft Copilot) to help us to diagnose repairs and hazards.
We’re rolling these out by area until October, when they will be in place everywhere for Awaab’s Law.
We’re implementing a new version of Netcall, our phone system, which should make it easier to get through to the right person and improve your experience when you call us.
We’re working on iAppoint, a doorstep appointment system that will let colleagues book repairs while they’re with you in your home.
We’re also reviewing all our systems and planning a longer-term strategy to modernise our Housing Management and Finance systems.