• Lettable service standard - April 2018

    Aster has reviewed its lettable service standard and we wanted customers views before the new standard is approved.

    We received a good response to the consultation and would like to thank everyone who completed a survey and provided us with feedback, whether good or bad.   All the feedback received has been collated and sent to the relevant team to review, they will use it to consider if any changes should be made to the service standard before it is presented to Aster's customer overview group for approval.

    We will update this information once feedback has been received.

  • Review of Aster's customer service standards - January 2018

    Aster reviewed its estate and tenancy management, customer service and anti-social behaviour service standards.  We wanted customers views before these were approved .

    We also developed a new customer service pledge to replace the existing customer service standard.

    We received a really good response to the consultation and would like to thank everyone that completed a survey and provided us with feedback, whether good or bad.  All feedback received was sent to the heads of the relevant departments to review. 

    ASB Service standard - 84% of customers agreed with the standard.  Feedback received has not led to any specific changes to the standard.

    Estate and Tenancy Service standard - 64% of customers agreed with the standard.   Following comments received no fundamental changes will be made, but clarity will be made to those elements which apply to tenants, leaseholders and shared owners.

    Customer Service - 80% of customers agreed with the move from a set of service standards to a customer service pledge that is more transferable to other areas of the business. 

    These service standards have been reviewed by our Customer Overview Group and will now go to our Customer and Communities Network for approval.  The new standards will be published on our website once approved. 

       

  • My Account consultation - January 2018

    In January we consulted with frequent users of My Account, leaseholders, shared owners and PFI customers.  We did this to gain an understanding of what customers would like to get from the My Account on-line facility.

    The feedback received highlighted the main reasons for using the on-line facility, these are checking rent balances, making payments and updating personal details. 

    Suggestions for improvements were around the registration and log in process, being able to log and track repairs and the provision of more information regarding service charges and rent statements.  The feedback has been passed to the project groups that are working with our supplier in developing a new improved on-line service.  

  • Repairs and Maintenance Policy - October 2017

    Thanks for all your comments received on our Repairs and Maintenance Policy. 

    Your feedback has been shared with colleagues that approve the policy and used to make any necessary changes.

     

  • The future of the Aster Foundation - July 2017

    The Aster Foundation is our way of defining the additional work we do, outside of our core activity.

    The Aster Foundation has been operating for just over a year and has achieved some fantastic results. Under the Foundation we provide a range of things from match funding colleague fundraising activities to providing digital skills training for our customers.

    It is intended that the Aster Foundation will form a key element of our wider corporate social responsibility strategy in the future and will include those activities that support our work as an ethical landlord.

    But before we make any changes, we sought the thoughts of our customers using an online survey.



  • Safeguarding Policy - July 2017

    This consultation has now closed. 

    Thank you for all your comments received on our Safegaurding Adults and Children Policy.  Your feedback has been shared with colleagues that have approved the policy.

    At Aster we take safeguarding very seriously and ensure colleagues are fully aware of its importance and key principles.

  • East Dorset grounds maintenance contract - July 2017

    Thank you for your feedback. This consultation has now closed.

    Once we have reviewed the feedback received we will write again to those customers effected to advise of the outcome and next steps if any.

  • Lettings Policy - June 2017

    This consultation has now closed.

    You can view the policy here.

    Draft Lettings Policy

  • Tenancy Policy - May 2017

    Thanks for you feedback, this consultation is now closed

  • Major works, Kingsway Gardens, Andover - March 2017

    This section 20 consultation has now closed. Thank you for your feedback.

    Stepnells Ltd have been appointed as sole contractor for this project and will be undertaking essential remedial work on five blocks of flats (Atholl Court, Saxon Court, Stuart Court, Tudor Court and York Court) in Kingsway Gardens, Andover, starting in spring 2017.

    Please visit our dedicated webpage for further information or if you would like to contact the project team and have not been able to find the answer to your question on our website, please email kingswaygardens@aster.co.uk.

     

  • Grounds maintenance - March 2017

    We recently completed a tender for our grounds maintenance service in Devon and Cornwall and Dorset and Somerset. We want to ensure that we are providing customers with best value for money whilst retaining a good service for grounds maintenance services such as grass cutting, shrub border maintenance and hard surface maintenance.

    We have now finished stage two of the section 20 consultation and a summary of any observations received can be found here. After carefully reviewing each bid against the work required there will be no change to the current offering in Dorset and Somerset however Ground Control Ltd will be responsible for providing grounds maintenance services in Devon and Cornwall from April.

    Download the grounds maintenance service tender.

  • Heating and hot water repairs - September 2016

    Thank you for your feedback - this consultation is now closed. 

    We were concerned that our heating and hot water service did not give priority to our most vulnerable customers whose health and wellbeing could be severely affected by the loss of heating and hot water in their home. 

    Following a period of customer consultation we have made several positive changes to the way we prioritise our heating and hot water repair service.

    From 1 November we will no longer use priority codes to schedule repair work and will instead base our decision on the customer and their level of need. 

    If you have any questions please read our Questions and Answers.

  • Anti Social Behaviour Policy - June 2016

    The 1996 Housing Act definition of ASB is 'Engaging in or threatening to engage in conduct causing or likely to cause a nuisance or annoyance to persons engaged in lawful activities'.

    Aster customers consider dealing effectively with ASB as of significant importance and we are committed to working to prevent and resolve reported cases.

    The policy outlines expectations of key principles when dealing with ASB in our communities.

    We have consulted with customers that have previously had this experience, they have helped us revise our current anti-social behaviour policy.

    You can view the new ASB policy by clicking here

    You can view the new ASB service standards by clicking here

  • Domestic Abuse Guidance (Appendix ASB Policy) - June 2016

    Domestic abuse has far reaching impacts and Aster is committed to providing a victim centred, sensitive and confidential approach.

    We have consulted with the same group of customers as for the ASB policy, they have helped us to revise our domestic abuse guidance which has been incorporated into our internal ASB procedures.

  • Homefinder Somerset - May 2016

    Homefinder Somerset have made some proposed changes to their allocations policy and want to know what you think.

    This consultation has now closed.

    Click here to see the results of the consultation.

  • Online Customer Portal - April 2016

    Our online customer account portal allows customers to access our services 24 hours a day, every day of the year. Once you register you can pay your rent, request a rent statement, report a repair, report an issue such as anti-social behaviour, apply for a garage, and lots more. 

    We want to make this service as good as we can and have been speaking to customers that have registered, to get their views.

    You told us that you would like to be able to request a new PIN directly from the log in page, this has now been added. Some customers also said they would like to be able to identify Housing Benefit payments on their accounts, these are now visible.

  • Customer Service Standards - April 2016

    In 2014 the Customer Excellence Group created a set of Customer Service Standards using research from other housing associations and the commercial sector. 

    The group met again in January 2016 to review these standards and to see if they were still fit for purpose.

    Click here to see the agreed revised document.

  • Repairs and Voids - February 2016

    We has been looking for customers interested in regular involvement with a new Repairs and Voids Group. 

    We will share and steer ideas for service changes and improvements, review repairs priorities, gather information on what customers think about the repairs service and review satisfaction data.

    A number of customers expressed their interest. The new group first met in February 2016 and will continue to meet on a quarterly basis.

  • External decorations - North Somerset, Bristol and Bath

    Thank you for your feedback. Cyclical maintenance works including pre-painting repairs on properties in North Somerset, Bristol and Bath is now underway.

    A list of FAQs can be found here.

  • Internal and External Decorations and Pre-Paint Repairs Contract

    The current contract we have for internal and external decorations and pre-paint repairs ends on 31 March 2018.

    We are therefore taking this opportunity to ensure that we have the most appropriate contractor(s) providing the services required.

    The preferred contractor(s) will undertake planned painting and repairs to the communal areas where you live. This will be carried out on a cycle in line with your lease, usually every six years.  

    Residents affected should now have received a Stage 2 section 20 consultation letter to that affect.

    If you would like to submit a formal observation please email observations@aster.co.uk by 26 July 2017

    A list of FAQs can be found here.

    The proposal can be found here.

  • Mechanical and electrical repairs and maintenance

    The current contracts for mechanical and electrical repairs and maintenance (fire alarm systems, fire fighting equipment, sprinkler systems, emergency lighting, planned servicing and repairs to stair lifts and hoists, passenger lifts, CCTV, Communal TV systems and stored water testing) ended on 31 March 2018 and we needed to have new contracts in place from this date.

    We are took the opportunity to ensure that we have the most appropriate supplier(s) providing the services required.

    The appointed contractor(s) will undertake the programmed servicing and ad-hoc repairs of mechanical and electrical installations in all of our residential properties including communal areas where this equipment is currently installed or could be in the future.

    Those homes affected have been notified and residents.

    A list of FAQs can be found here.

    The service specification can be found here.

    The tender outcome proposal can be found here.