Supporting you with respect and great service
Our colleagues work hard every day to support customers, resolve issues and provide the best possible service. To do this effectively, it is important that everyone is treated with dignity and respect. We are committed to treating our customers fairly, professionally and with understanding, and we ask for the same courtesy in return.
When we visit your home, we will treat you, your family and your belongings with respect. We ask that our colleagues are treated with the same respect while carrying out their work.
Our Service Respect commitment
To ensure a safe and positive experience for customers and colleagues alike, we have a zero-tolerance approach to:
• Abusive or derogatory language
• Sexual harassment
• Threats of violence
We know that conversations can sometimes take place when customers are frustrated or dealing with difficult circumstances. Our colleagues will always do their best to listen, understand what has happened and work with you to find a way forward.
If a customer behaves in a way that puts our colleagues or others at risk, we may need to take action, including:
• Ending a telephone call
• Stopping a repair or home visit and leaving the property
• Limiting communication to written contact only
• Reporting serious threats or incidents to the police
These measures help us make sure our colleagues can do their jobs safely while continuing to provide support to our customers.
We're here to help
Respect works both ways. If you need support, have concerns about your tenancy, or have experienced abuse, harassment or anti-social behaviour, please get in touch. Our trained advisers are here to listen and help you find the right support.
You can contact us by:
• Calling our Contact Centre on 0333 400 8222
• Using Live Chat through the MyAster portal
• Emailing contactcentre@aster.co.uk
We are committed to working with you respectfully, finding solutions where issues arise, and providing the excellent customer service you deserve.
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