Making a Complaint
If you feel we’ve not delivered the service we should have done then we’d like to be the first to know. It’s only by knowing about where you feel something might have gone wrong that we can try and put right any mistakes.
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.
Our complaints policy gives more information about this and our complaints procedure summary, together with our complaints service promise, explains what you can expect from us if you make a complaint.
To tell us about your experience, please complete the form below. If you provide us with a valid email address, we’ll automatically acknowledge your complaint and include what you’ve told us on the form so you have a record of what you’ve said. We’ll also let you know how you can send additional information to support your complaint, for example any photos you may have.
Submit a complaint
Not satisfied with the outcome of your complaint?
Speak to the independent Designated Complaints Panel.
We’re a group of Aster customers that can help other customers resolve their complaint. Our members include general needs customers, leaseholders and shared owners.
We are independent and objective and are registered with the Housing Ombudsman. We’re volunteers and have received training from Aster’s complaints team as well as an insight to how Aster works. We can help mediate where a customer and Aster are in dispute.
If you’ve received a final response to your complaint from Aster, you can ask us to support you with your complaint before you refer it to the Housing Ombudsman.
Firstly, you’ll need to give Aster permission to share the details of your complaint with us. Once they have that, Aster will send us details of your complaint and their responses. Aster will also arrange for you to be able to virtually meet us, so you can personally explain what has happened and why you’re unhappy with the service you’ve received. We’ll also meet with relevant Aster staff to discuss your views and explore if there is a way for Aster to resolve your concerns.
Once we’ve all the facts we’ll discuss how we can help you and Aster reach agreement. We’ll write to you and Aster to let you know what we propose. We might also make recommendations to Aster, not only about how they might improve their service to you, but to other customers as well.
We cannot resolve everything, but we have helped a number of customers successfully reach a solution with Aster.
If we’re unable to help, you may still be able to refer your complaint to the Housing Ombudsman
If you do decide to use our service, I look forward to meeting you albeit via a screen or on the telephone.
Chair of the Designated Complaints Panel.