What’s at the heart of A Place Called Home?
We’ve listened to what matters most to our residents and shaped our services around three key priorities:
- Resident-led services – You’re at the heart of everything we do. We’re committed to listening, being transparent, and acting on your feedback.
- High-quality homes and services – We’re improving homes to make them secure, warm and sustainable, and ensuring repairs are done right first time.
- Welcoming, safe and vibrant neighbourhoods – We’re working with communities to create places where people feel proud to live.
We’re also investing in building safety, tackling the cost-of-living crisis, and supporting residents with tailored advice and wraparound services.
It is important that our services are led by and focused on the needs of our residents in Manchester.
Below sets out our priorities in this area:
Pride
We will take pride in our work and the services we deliver, so that in turn residents take pride in their homes and neighbourhood and feel a sense of belonging to the place they call home.
Respect, Honesty, Transparency, and Trust
At all times our residents will be treated with respect. We will be empathetic and non-judgemental with all residents, ensuring they feel listened to. We will be honest and transparent in every way we communicate with residents. This includes helping manage their expectations.
Ownership and Accountability
We will ensure all resident enquiries are resolved at the first point of contact. We will take ownership of all resident enquiries and ensure they are dealt with effectively and in a timely manner.
We will have the knowledge and resources to manage all enquires so we can get it right first time. When we get something wrong we will learn from our mistakes and use that learning to improve services. Our services will work proactively together.
We will understand the plans, ambitions and challenges across the organisation so that we work for the benefit of residents at all times.
Understanding the needs of our residents
We celebrate the diversity of residents in Manchester. We aim to have a comprehensive understanding of the needs of residents so that we can provide tailored services that meet their expectations.
Accessible and Inclusive Services
We are committed to delivering services to residents in ways that suit them. This includes, by telephone, in person through to providing digital self-service options for those who prefer them.
Resident Voice
It is important that our residents have a voice and opportunities to shape and positively impact how our services are delivered. We are committed to listening to their feedback so that we can make improvements and adapt to their needs and expectations.
Capacity Building of Residents
We launch our vision at a time when our country is in the middle of a cost of living crisis. We know that residents are worried and we promise to deliver wrap-around support on a range of issues.
Our colleagues will be fully trained and knowledgeable in the latest legislation and support available to individuals and families. Most importantly, they will demonstrate empathy and understanding towards the residents at all times.
We will ensure that residents who need it are given the best advice and support to be able to afford to live in their homes.
Building safety
We will have colleagues dedicated to building safety to keep residents safe in their home. We will comply with all property-related legislation.
Repairs Service
We will ensure that repairs are completed on the first visit at every opportunity. We will send residents accurate and timely messages about repair appointments taking place in their homes. The contractors carrying out repairs will treat residents and their property with courtesy and respect and leave homes tidy following the work.
Improvement Works
We will deliver home improvements in line with the Decent Homes Standard, which are sustainable, represent best value and meet resident expectations. We will be clear and transparent about when, how and why we need to carry out improvement works on homes, ensuring that all work carried out causes minimum disruption.
Empty Homes
When a home becomes empty we will carry out any repairs needed to get it ready for the new resident as soon as possible.
Zero Carbon
Our City has ambitious plans to become zero carbon by 2038. Council homes are included in these plans. We have already installed sophisticated new heating systems to replace traditional gas boilers in hundreds of homes.
This work goes alongside more traditional energy saving measures such as replacing windows and adding insulation to keep homes warmer and reduce fuel poverty. There’s much more to do and we will continue to look for innovative ways to lower the carbon footprint of Manchester.
We will ensure that work done to residents homes to make them more energy efficient will be done with as little disruption as possible.
Our neighbourhoods will be safe and enjoyable places where all residents feel safe, can succeed and live well.
We will create thriving neighbourhoods where people have a sense of purpose and belonging, encouraging equality and a sense of community and involvement. We will improve the way we work bringing services together for people in places, supporting residents to maintain their tenancies.
We will be visible and accessible in delivering our services in our neighbourhoods. We will ensure that all communal areas in our properties are kept safe, clean and tidy. We will investigate and take the appropriate action against those perpetrators of anti-social behaviour, domestic abuse and hate crime. We will provide safe ways to report incidents and we will work with partners to ensure the best possible outcomes for residents to live in peaceful, safe communities.
We will ensure that green spaces are kept tidy and safe for residents to enjoy.
A Place Called Home - A vision for our social housing in Manchester
- pdf - 3154Kb
How this links to Manchester’s wider Housing Strategy
A Place Called Home is part of a bigger picture. It supports the city’s Housing Strategy 2022–2032, which sets out how we’ll meet Manchester’s housing needs over the next decade.
Key goals include:
- Building 36,000 new homes by 2032, including 10,000 affordable homes
- Tackling homelessness and improving access to housing
- Creating inclusive, well-connected neighbourhoods
- Leading the way in zero-carbon housing and retrofitting
Together, these strategies ensure that Manchester’s housing offer is ambitious, inclusive and sustainable – with Council housing services playing a vital role.
Manchester Housing Strategy (2022-2032)
- pdf - 1767Kb
Supporting the Our Manchester Strategy 2025–2035
Our housing work is also aligned with the Our Manchester Strategy 2025–2035, which sets out the city’s vision for the next ten years.
This strategy focuses on:
- Inclusive growth – Making sure everyone benefits from Manchester’s success
- Clean, green and safe neighbourhoods – With good-quality, affordable homes
- Climate action – Becoming a zero-carbon city by 2038
- Resident voice – Empowering communities to shape their future
A Place Called Home helps deliver these priorities by putting residents first, improving housing quality, and supporting thriving neighbourhoods across Manchester.
Our Manchester Strategy 2025-35
- pdf - 7059Kb
