We're Listening - Improving Connect and Our People Services

31 Jul 2026

Find support and guidance, and discover how to track and follow up on case queries

Since the launch of People - Connect, we've received valuable feedback from colleagues across the University about their experiences using the service. Thank you to everyone who has shared their thoughts and suggestions. 

Alongside these improvements, there are a few simple things colleagues can do to help us manage requests more efficiently and access support more quickly.

What you need to do

Use existing Connect cases for follow-up queries

If you need to provide additional information or check progress, please reply to the original Connect case rather than submitting a new request. This helps us maintain a complete history and resolve issues more efficiently.

If your query becomes urgent, established escalation routes remain in place. Access contact details for People Services.

Understand Connect case statuses

We've published a new People Services - People Connect Case Status Guide to explain what different case statuses mean, including those that colleagues have told us can sometimes be confusing, such as Suspended.

Need support?

Don't forget that the Connect SharePoint includes system demonstrations and guidance to help you get the most from the People Connect portal.

Improvements underway

Feedback from colleagues has enabled us to develop:

• Improved guidance, FAQs and knowledge articles.
• Better communication about how and when updates are provided through Connect.
• Greater clarity around case statuses and request management.
• Improved data quality and visibility so colleagues can have greater confidence in processing and record accuracy 

Supporting a better service

As teams continue to embed new ways of working, we're already seeing improvements in how requests are managed. We're also reviewing demand patterns throughout the academic year to help ensure resources are available when they're needed most.

By working together and continuing to improve our processes, we're supporting Manchester 2035's ambition to deliver professional services that are responsive, efficient and user-focused.