Customer voice commitments
Giving our customers the opportunity to share their experiences and play a valuable role in shaping, influencing and improving our service
DownloadCustomer Voice
Customer voice is at the heart of what we do and your views and opinions are crucial to shaping the services we deliver both now and in the future.
We want to make sure we represent the views of customers and our Customer Voice team will make sure you can be part of that involvement, share your thoughts and opinions easily and at a time that suits you.
If you would like to find out more about our engagement or get involved, please fill out this enquiry form and we’ll be in touch.
Consumer standards for social housing
We are committed to meeting the Government’s consumer standards for social housing. These are designed to ensure you have a home that is safe, secure and well-maintained, and that we provide you with a good service.
Consumer standards for social housingHow we’re performing
Our Tenant Satisfaction Measures (TSMs) are regular surveys designed to helps us understand how you feel about our services and where we need to improve. Every three months, we publish our latest satisfaction figures to our website and customer eShots, while you can also see our results across the whole year in our Customer Annual Report.
TSM results and how we’re working to improve performanceOur involved groups
Our involved customer groups scrutinise and review the way we work to make positive changes to our services everyday. They include our newly formed Customer Voice Committee, along with a Designated Complaints Panel and Customer Scrutiny Panel.
Our involved customer groups & how you can join oneYour privacy and our surveys
Our TSMs are only one way in which we carry out regular surveys to capture your feedback. We believe in being open and transparent, and as such we share how we use surveys, who carries them out, how your data is protected, and how you can opt out.
Conducting surveys & keeping your information safeOur approach
Customer voice policy
Customer Voice is Aster Group's approach to engaging with customers to ensure their experiences shape the services we provide and influence the decisions we make regarding our homes and communities. Read our policy.
DownloadJargon Buster
We consult with customers on various documents which can sometimes include abbreviations and terms that people may not be familiar with.
We try really hard to avoid jargon, but sometimes we can’t, because it may relate to our legal obligations, or other regulations.
The Resident’s Network at the Housing Quality Network has put together a really useful jargon buster to explain the terms commonly used in the social housing sector. We’d like to share this with you to support your involvement, and to ensure your voice is heard on the issues that matter to you.
Jargon buster Lastest updates from our Customer Voice team
News
You can download and view our latest newsletters here.
Customer Voice Activity
Customers play a valuable role in shaping, influencing and improving our services. To give our Customers the opportunity to share their experiences, we will carry out various pieces of work with customers including “research” and “consultation” activities.
Consultation – We strive to meaningfully consult with our customers when there is a genuine opportunity for feedback to influence decisions and make changes to the way we work and deliver our services. At the end of each piece of consultation work, we let customers know how we have listened and acted on their feedback.
Research – To understand our customers’ needs in more detail, we will carry out various research activities including transactional and perception surveys. We constantly review the way we deliver our services to ensure our customers receive a good experience and research is vital for us to understand what we are doing well and where we need to improve. We will use the information we gather to monitor and review how we can shape the services we offer now and in the future.
We will share our Customer Voice activities on the Aster website and via the customer e-shot, making sure we demonstrate the impacts of our activity and how we listen to customer feedback.
Enquiry form