Getting in touch

Our Contact Centre is here to help you manage your home and tenancy. We’re improving the variety of ways in which you can contact us and making sure we recognise your individual preferences.

42% of the contact we supported you on was through digital channels.

During the year we have worked with customers who sit on our digital consultation group, along with colleagues, to look at how we can continuously improve our digital services. This will enable us to respond efficiently and sustainably to rising demand in the years ahead. 

For example, we’re exploring new technology in our Contact Centre that would allow you to show us an issue using a video call or WhatsApp on your mobile phone. This will help our teams diagnose repairs more quickly, answer your questions first time, and reduce the need for repeat repair visits.

We answered over:

You got in touch with us through over:

What you told us

said our advisors were helpful and knowledgeable

said our advisors were polite and friendly

were satisfied with our Contact Centre

We will continue working on a range of ways to improve the service we offer you and over the next year plan to:

• Create an experienced team within the Contact Centre to support you when you have service charge questions
• We will bring together feedback, complaints and Contact Centre information to better understand what we’re doing well and where customers are experiencing problems. This will help us improve our services and make changes where they are needed most.

We’re always working to make our services more modern and reliable so that you can manage your home smoothly. You've told us that it's important to be able to access information about your home and log an issue easily. We continue to invest in our MyAster portal and made several improvements this year including:

• Providing clearer account information for homeowners
• Giving you easy access to historic and current rent increase and service charge statements
• Adding our phone number to the repairs section
• Adding the ability to raise a complaint directly through MyAster
• Improving guidance on reporting and managing damp, mould and condensation
• The option for you to apply for or give notice on a garage through MyAster.

We received a complaint that through MyAster a customer was advised that a fencing repair was their responsibility. Fencing responsibilities are complex and impacted by tenancy type and individual property details. Following feedback we reviewed the wording on MyAster, updated the guidance on responsibilities and added repairs which are available to all customers.

If you’re not already a MyAster customer, get involved here.

Making MyAster more accessible

Did you know?

We can provide letters and tenancy documents in different languages and formats, including accessible options like coloured paper. Our website is also fully accessible; click on the Accessibility Tools button at the top of the website for translation services, increasing the font size and audio options. 

Find out more...