Independent · not part of One Manchester
One Manchester repairs: how to report a repair, phone numbers and timescales
How to report a repair to One Manchester: the repairs phone number and emergency line, reporting a repair online, and how long One Manchester has to fix it. One Manchester’s own target for routine repairs is 45 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: onemanchester.co.uk
Has One Manchester been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet One Manchester’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, One Manchester’s emergency line is here.
How to report
Reporting a repair to One Manchester
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If One Manchester misses its own target, complain. You may also be able to claim.
- Emailcsreply@onemanchester.co.uk
- Contact formUse the Contact us form at onemanchester.co.uk/contact-us (you can upload photos).
- In personBook a repair with a colleague at a Neighbourhood Drop-in session.
Emergency repairs
When to call One Manchester straight away
Phone One Manchester straight away if anything puts someone in danger or leaves your home unsafe. Book repairs by phone. The emergency repairs line is open 24 hours a day, 7 days a week; calls go to the out-of-hours service when offices are closed. The number is in One Manchester’s repair contacts.
- 01No power, water, heating or hot water
- 02Your home cannot be secured
- 03Severe damp and mould, such as widespread black mould in a bedroom or living room
- 04A leak you cannot contain
- 05Dangerous electrics, or water on electrics
- 06A gas leak (also call National Gas on 0800 111 999)
- 07Unsafe exposed asbestos, or a structure at risk of collapse
- 08A blocked toilet when there is no other toilet in the home
What counts as an emergency, from onemanchester.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell One Manchester.
Timescales
How long One Manchester has to fix it
One Manchester’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | One Manchester’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend within 24 hours, making safe if it can’t be fixed on the first visit. | Emergency hazards: investigate and make safe within 24 hours |
| Significant | 10 working daysInspect within 10 working days and aim to complete within 5 days of the inspection. | No fixed legal limit unless it’s a hazard |
| Urgent | 10 working days | No fixed legal limit unless it’s a hazard |
| Routine | 45 working days | No fixed legal limit unless it’s a hazard |
| Planned | 90 working daysWhere possible. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Under Awaab’s Law, emergency hazards are made safe within 24 hours; significant hazards are investigated within 10 working days, with findings shared within 3 working days, urgent repairs started within 5 working days and further work finished within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from onemanchester.co.uk and One Manchester’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 45 working days ago? That’s past One Manchester’s own target. You could claim compensation.
Start your claimYour options
If One Manchester doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with One Manchester for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to One Manchester
This can get One Manchester to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order One Manchester to put things right. In its recent decisions about One Manchester, it ordered between £200 and £1,700 in compensation.
How to complain to One ManchesterYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to One Manchester
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to One Manchester
Acknowledged within 5 working days, with a formal reply within 10 working days of receipt.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a formal reply within 20 working days of your Stage 2 request.
- Then
Housing Ombudsman
Independent. It can order One Manchester to put things right.
One Manchester’s record
How One Manchester performs on repairs
Sep 2025: The regulator found One Manchester is delivering the consumer standards, with good safety checks, accurate records of its homes and an effective, timely repairs service that is still improving.
of One Manchester tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about One Manchester in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about One Manchester
- How it handled reports of damp and mould.Service failure
£200 ordered - How it handled reported repairs to windows and trickle vents.Maladministration
£350 ordered - How it handled reported repairs to the property.Maladministration
£1,700 ordered
Sources: Regulator of Social Housing judgement, 24 September 2025; One Manchester tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
One Manchester’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
One Manchester repairs: questions
What is One Manchester’s repairs number?
0330 355 1000. Book repairs by phone. The emergency repairs line is open 24 hours a day, 7 days a week; calls go to the out-of-hours service when offices are closed.
What is One Manchester’s emergency or out of hours repairs number?
0330 355 1000 (Customer Resolution Centre · repairs and emergencies). Book repairs by phone. The emergency repairs line is open 24 hours a day, 7 days a week; calls go to the out-of-hours service when offices are closed.
Can I report a repair to One Manchester online?
Yes, at One Manchester Customer Portal. Book some repairs online through your Customer Portal account (register first if you don’t have one). Not every repair can be booked online. Phone for emergencies.
How long does One Manchester have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 working days (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for One Manchester tenants?
Since 27 October 2025, One Manchester must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. One Manchester’s own damp and mould commitment: Under Awaab’s Law, emergency hazards are made safe within 24 hours; significant hazards are investigated within 10 working days, with findings shared within 3 working days, urgent repairs started within 5 working days and further work finished within 12 weeks.
How do I complain about a repair to One Manchester?
Complain to One Manchester first, online, by email (complaints@onemanchester.co.uk) or by phone on 0330 355 1000. Acknowledged within 5 working days, with a formal reply within 10 working days of receipt. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from One Manchester?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with One Manchester for you. It’s free to check.
Start your claimIs Report Repair part of One Manchester?
No. Report Repair is independent and not part of One Manchester or any council or housing association. We show One Manchester’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What One Manchester has to fix, by problem
Not One Manchester?
Other landlords in the North of England
- Home Group repairsHousing association
- One Vision Housing repairsHousing association
- Ongo repairsHousing association
- Onward Homes repairsHousing association
- Peaks & Plains Housing Trust repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to One Manchester and still waiting?
About 2 minutes. No documents. Free to check.