PLACE
Neighbourhood focus
PLACE
Neighbourhood focus
Place
Neighbourhood focus
Building a new neighbourhood services model:
Neighbourhood Officers (up from 10)
Home patches managed
Neighbourhood Hubs with weekly drop-ins
Tenancy Experience Visits
In 2023/24 we acted on your feedback to make important changes to the neighbourhood services you receive from us.
What changes have been made?
1.
More Neighbourhood Officers in our neighbourhoods
We increased the number of Neighbourhood Officers from 10 to 24 to provide a more easy-to-reach and personalised service to our customers. They now manage a smaller area (around 500 homes) to provide better customer service. They were trained to help you with any tenancy issues you may have, and link you up with community activities, and access to funding and support.
2.
Your annual Tenancy Experience Visit
So that they can provide a more tailored service your Neighbourhood Officer now visits your home every year. In 2023/24 we completed over 4,882 of these tenancy experience visits.
3.
Teams trained to help resolve issues first time
You told us that you’d like help to resolve issues first time, with a consistent point of contact and better visibility in your neighbourhood. Between our Neighbourhood Officers and Customer Resolution Centre colleagues you now have a better right first time service.
4.
Our new customer friendly website and portal
We changed our website to make it easier for you to get the information and support you need at the touch of a button, including finding out who your Neighbourhood Officer is, and the location of your local Neighbourhood Hub, by popping in your postcode. On the portal you can pay your rent, book a repair, see your latest transactions, or raise a problem or issue you want us to look into.
5.
New Neighbourhood Hubs
We introduced new Neighbourhood Hubs across our communities to provide a local space to meet with One Manchester colleagues when you need to, either by appointment or by turning up during a weekly drop-in session.
What impact has it had?
Embedding our new Neighbourhood Model has really helped us to get to know our homes and customers better, with really positive results.
Tenancy Experience Visits have helped us proactively identify more repairs (2.2 per visit on average) and make more referrals to our Healthy Homes team. But also to help colleagues form connections with our customers and understand what’s important to them.
CASE STUDY:
Opening Gorton Hub
We were proud to open our services in Gorton Hub, a new all-in-one space dedicated to learning, health, and community services. It was designed to make life easier by bringing various support services together under one roof. We work with local partners to provide financial advice, neighbourhood services and employment and skills help.
Since it opened the Hub has become a pillar of the Gorton community. Bringing all these services together – health, education, housing, social care and Council services – was never just about convenience. All these things work together for our residents to lead happy, healthy and prosperous lives."
Councillor Bev Craig
Leader of Manchester City Council
Since opening Gorton Hub there’s been more visitors to this part of Gorton highlighting the positive impact this investment is having.
Landlord makes a positive contribution to neighbourhoods
Landlord keeps communal areas clean and well maintained
Satisfaction with the landlord’s approach to handling ASB