Customer feedback
The below information details the findings taken from a variety of surveys and engagement we have had with our customers over the year.
Customer survey to find out how customers thought these services perform:
- 1,200 customer responses which the team followed up with any customer who raised a query to address these
- Signposted customers to local authorities where land / works not owned / managed by Aster
- Updated grounds maintenance maps to complete works needed
- Flagged queries relating to other teams for
faster management.
Grounds maintenance survey
We contacted customers who had recently been through the complaints process. As a result, some improvements were put in place:
- New complaints training for all complaints
handling colleagues - Action framework, learning from complaints to
prevent recurrences.
Tackling damp, condensation
and mould (DCM)
Local neighbourhood consultations
Complaints
- We proactively sent 1,337 surveys to customers with
previous DCM issues - 503 responses identified repeat issues picked up by
our specialist repairs team.
In 2023/24 we held 18 local neighbourhood consultations.
Some examples included:
- Asking customers if parking restrictions should be
added in their community to ensure only residents
and their visitors can park there - Whether we should install CCTV systems in communal
areas to prevent crime to offer security reassurance
for residents.
Improving your communal areas
Supporting you with MyAster
Surveys sent out to customers following their scheme refurbishment to find out if this has improved their
communal living experiences across four schemes.
- 96% of customers are satisfied with the refurbishments
- Feedback included “I’m very happy and will use the
area much more."
We sent out a survey to customers who have not yet registered on MyAster to understand if they used the digital services of any other of their service providers. From the feedback we learnt that around two-thirds do, and as a result we will:
- Explain our online MyAster self-service options more clearly
- We’re planning further customer research to understand how we can improve the MyAster customer experience so more customers will use it.
Customer consultations
Our policy consultations with customers this
year included:
- Anti-social Behaviour Policy
- Complaints Policy
- Compensation Policy
- Recharge Policy
- Customer Voice Policy.
As a result of customer feedback, some changes made to these policies included:
- Simplified language to plain English for shorter and clearer read
- Adding a step-by-step timeline to website to
guide customers.
New homes defects survey
Customer voice newsletter
More ways we’ve refreshed listening
to your voice this year:
To find out how we can improve the process of customers reporting and resolving defects in new homes, feedback has helped us to develop a series of new checks.
We created a dedicated customer voice newsletter
to share some of the work customers are involved with
and to encourage more customers to get involved.
- Creating positive change to improve our services with your feedback
- Moved towards a culture of discussion and challenge, with respect and safety
- Representation of and listening to customers from all our local regions and sharing customer feedback to inform every level of our business.