Coronavirus update for customers
Like many businesses across the country both large and small, we’re doing all we can to continue to deliver our core services in line with the ongoing guidance we are receiving from the government. We understand that these are extremely worrying times for our customers and we’re working hard to manage the impact on the services we provide.
Creating your account
We have an online customer services portal, MyAster, which you can use to access a wide range of services including:
- paying your rent
- updating your personal details
- reporting a repair to your home
- reporting any issues like anti-social behaviour and much more.
Many of our customers find the best way of getting in touch with us is by using MyAster. You can register for the service here. However, if you do not have access to our online services, have a general enquiry or perhaps want to let us know about something we’ve done well, you can complete this form.
Call our contact centre on
0333 400 8222
Monday to Friday - 08:00 to 17:00
Making a complaint about our service
Even with the best will in the world, sometimes things go wrong. If they do we’d like to know so we can put matters right and learn from any mistakes.
If you believe we have failed in our service you can make a complaint here.
Usually the best people to put matters right are the team responsible for delivering the service to you, so in the first instance we may try and resolve your complaint by asking that team to contact you and see if they can resolve your concerns.
If that’s not possible we’ll deal with your complaint formally and send you a written response detailing what we can do. We can’t always do exactly what you want us to do, but we’ll try our best to help you.
We’re a member of the Housing Ombudsman Scheme and we’re committed to its Complaint Handling Code. This means you can be reassured that if we can’t resolve your complaint there’s an independent body who can assess how we’ve dealt with your concerns. The Ombudsman will not usually investigate a complaint until our internal complaints process has been completed, however you can contact them at any time to assist you throughout the complaints process. The Ombudsman will not consider all types of complaint and you do need to be in a tenant/landlord relationship with us. You can find out more about the service offered by the Ombudsman on its website www.housing-ombudsman.org.uk. Details of the code can be found here.