Involved customer groups

This year, we introduced our Customer Engagement Framework and also welcomed a customer Chair and a customer Member to our Customer Voice Committee (CVC), which was set up last year.

Our Customer Engagement Framework explains how we make sure you’re listened to at every level of our organisation, and how your feedback helps shape our services. We asked customers for their thoughts on the framework and based on what you told us, we made a number of improvements. We shortened the document to make it easier to read, used clearer language, improved the design and layout, and added a contents page to help you find what you need more quickly.

Read our Customer Engagement Framework here.

We know it’s important to show how your feedback leads to change. That’s why we are currently developing a Customer Voice Strategy to set out how we act on feedback and how we communicate progress back to you. 

Alongside this, our Customer Scrutiny Panel (CSP) and Designated Complaints Panel (DCP) have continued to play a key role in improving our services. 

Lisa has been part of the Aster community for 26 years. A leaseholder living in Wiltshire, she has spent much of that time actively involved in customer groups and helping improve services for customers. 

Today, she plays an important role as Chair of our Designated Complaints Panel (DCP) – a panel that reviews complaints and finds ways services can continue to improve for customers. 

“Complaints are very varied,” Lisa says. “Each one is an opportunity to understand what happened and whether anything could have been done differently.” 

“We’re tenants or leaseholders too, so we understand the same kinds of problems customers face,” she says. “I hope the panel helps people feel that Aster really cares about them.” 

Meet Lisa, Chair of the Designated Complaints Panel

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