- 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 priortiy 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 commited 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.