Modernising
our services
We’re always working to make our services more modern, reliable and easier to use, so that you can manage your home smoothly.
We know that everyone’s needs are different, so we’re updating our systems and tools to give you a better experience. We’re focusing on:
Easier ways to contact us
A quicker, simpler repairs service
A clearer complaints process
More attention to the needs of your local area
In 2024/25 we spoke to over 1,500 customers and over 300 colleagues to understand what’s working and what needs to improve:
- We’ve created a dedicated team to reduce the number of times we need to contact you to fix an issue
- We’re using digital tools to complete repairs more efficiently and keep track of what’s needed
- We’ve simplified the complaints service so it’s easier to raise concerns and get them resolved
Evolving our repairs service
Customers have told us that getting repairs done properly and keeping them informed makes a real difference to how they feel about the services they receive.
We’re continually looking to improve how repairs are handled – but we also know we need to improve how we communicate with customers. Our customers said our letters and updates can be too formal or confusing, so we’re working on making them clearer and easier to understand.
We also want to solve more issues the first time customers contact us. To do that, we’re improving our systems to provide more information to our Customer Service Hub advisors as well as through our MyAster platform making it easier to get things sorted on their first call.
MyAster – digital growth, human touch
You’ve told us that it is important to access our services easily, and that’s what MyAster is here for.
This year we added more features to allow you to do this. You can now:
- Rearrange appointments online
- Report communal repairs if you live in a block
- Rebook heating or electrical servicing appointments
- Check gas servicing and grounds maintenance information
- Complete a notice to quit form
- We also launched our customer census in MyAster.
We’ve opened up MyAster to all our customers. As always, if you ever need to speak to someone directly, our Contact Centre team is always here to help.
Customer feedback about MyAster
We recently asked over 800 customers about how they use MyAster and other digital tools.
You told us MyAster is great for things like paying rent and updating details, but it could be easier to use. You’d like to see more repair options, and the ability to upload photos when reporting a repair.
We’re working on all of your feedback and we’ve already added the option to log heating repairs directly through MyAster. We also launched a new Digital Consultation Group with 282 customers helping us shape future improvements. Want to join? Email us at customervoice@aster.co.uk.
Making our services accessible for all
We want everyone to be able to access our website easily. That’s why we’ve added Recite Me, a tool that lets you change the text size, language, and colour of the words on screen. You can also listen to the content as audio.
We asked our Digital Consultation Group to try it out - 80% found it easy to find, and 81% said it was easy to use. We are working on making improvements so we can provide everyone with the best experience using our website.
We’re simplifying how things work behind the scenes, so your experience is smoother when you contact us.
This means faster call response times, and the person you speak to will have the right information straight away to help you more quickly.
We issue a variety of reports every year for the benefit of our customers, colleagues and other stakeholders. Below are the latest editions of each of these reports: