Get Involved

We want to hear your views and make sure it is easy for you to help us make the services we deliver even better.

If you would like to help us, see below for all our current consultations so you can you can quickly and easily have your say or take a look at our customer groups.

If you would like to be notified when new opportunities are available or would like more information on ways you can get involved, please contact us.

Have your say

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USE YOUR CUSTOMER VOICE TO MAKE A DIFFERENCE

We are recruiting

Our customers, particularly those in our involved customer groups, have a strong voice in what we do, helping to shape the services we provide, letting us know where we can and should improve and helping to ensure that our customers are at the heart of our decision making. 

We currently have opportunities for customers to volunteer and join our formal customer groups - The Customer and Community Network (CCN), our Customer Overview Group (COG), the Customer Scrutiny Panel (CSP) and our Designated Complaints Panel (DCP).

How to get involved with us

  • Attending a focus group meeting to look at a particular service or area of work. We can help with transport if you need it, you’ll be made to feel very welcome and we’ll keep things informal and listen to your ideas and views
  • As part of a digital focus group - completing short surveys through our website or answering questions over the phone
  • Giving feedback: look out for Facebook post where you can let us know what you think and what changes you would like to see.
  • Joining one of our more ‘formal’ tenant involvement groups including:

The Customer Scrutiny Panel (CSP)

The Customer Scrutiny Panel (CSP) is an independent panel of customers and sits within the overall customer involvement structure and supports the Customer and Community Network (CCN) which forms part of Asters Governance structure.  It meets the co-regulatory requirements of the Regulatory Standards for social housing in England.

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CUSTOMER OVERVIEW GROUP (COG)

The Customer Overview Group helps shape services, monitor performance and review key decisions that reflect the priorities of our customers. There are two customer representatives for each region.

DESIGNATED COMPLAINTS PANEL

The designated complaints panel is an independent panel of tenants and leaseholders. It reviews complaints if customers aren't satisfied after completing our internal complaints process. The panel aims to resolve complaints locally, liaise with Aster and can decide to support customers in fast-tracking their complaints to the Housing Ombudsman.

 

Independent Living Group

The Independent Living Group is made up of customers who live in our sheltered extra care and housing for older people schemes. This group help our independent living service develop by offering customer insight and feedback from fellow tenants.

Focus groups

Our focus groups are made up of customers that meet regularly and provide insight, feedback and comments that contributes to the development of a range of services delivered by Aster. If you a interested in attending a focus group please contact us to register your interest.

Get in touch

Contact us to find out more

Send us an email and we'll bet back in touch with you as soon as possible.

Community hub

WORKING TOGETHER TO IMPROVE OUR NEIGHBOURHOODS

The community hub is where you can report issues regarding your neighbourhood, communal cleaning and grounds maintenance service,  which will be sent to the relevant team to deal with.

If you are reporting a health & safety issue or a repair please contact your Neighbourhood Officer or the contact centre.

Get Involved

Performance

We want to be open and honest with you about the standards we aim to achieve, whether we've met the targets we've set ourselves, and how we can improve.

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Get involved

What's On In My Area

Search for your local events including IT training, volunteering opportunities or work placements, and other activities that give you lots of ways to get involved.

If you would like to attend a neighbourhood inspection, please contact your Neighbourhood Officer  to find out the date and time of the next inspection for your estate

Find out More

Neighbourhood Officers

Involved and Engaged customers

Have a look at the difference between involved and engaged customers.

How we work with customers

Helping us with surveys

We’re keen to make sure that you get the chance to have your say about the services we provide. To help us capture your feedback, we’re working with leading insight company, Confirmit, to make sure you have your say online as well as over the phone. 

Confirmit’s software is compliant with current General Data Protection Regulations.

Covering your out of pocket costs

Customer expenses

We recognise the importance of customers being involved in the decisions that effect their homes and lives and want to encourage our customers to get involved by standing as a representative on one of our customer groups.  

We do know however, that for some the added out-of-pocket expenses that come with being an involved customer can put some people off.

So, we’ve worked with our customers to review our customer expenses procedure to remove the potential barriers that could prevent customers from volunteering their time to help improve services.

We’ve made the process quicker and easier and  we will reimburse you for any genuine out of pocket expenses directly into a nominated bank account within a reasonable time frame.

If you have any questions on what you can claim for or need a claim form please contact the customer engagement team customerengagementteam@aster.co.uk.  

 

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