Improving our homes and services through your feedback

Your thoughts and opinions play a vital role in helping us to shape the services we provide. You might soon be asked to take part in a short survey about how satisfied you are with your home, your neighbourhood and the services you receive from us.

Why are we doing this?

In 2023, the Regulator of Social Housing set out their requirements around the Tenant Satisfaction Measures that all registered providers must meet. This allows The Regulator to assess how well social housing landlords in England are doing at providing good quality homes and services. These are 22 key measures that all housing associations in England must report on – 12 of which are all about what you think and feel. The regulator set out their guidelines on what questions should be asked in the survey including:

• Your overall satisfaction
• How we keep homes in good repair
• Building safety
• How we handle complaints
• Looking after your neighbourhood

Who's running the survey?

We’ve teamed up with CX Feedback and their trusted partner PEXEL, who already work with over 60 housing associations across England. If you get a call, the person will say they’re from PEXEL and calling on behalf of Aster.

Not sure it’s genuine? Give us a call on 0333 400 8222 and we’ll confirm it for you.

What happens with your feedback?

We review all of the comments we receive and follow up on any actions such as health and safety or any outstanding repairs.

We reported our first year’s performance results to the regulator in June 2024. Here’s how we did last year.

In November 2024, the regulator published its analysis of its first year of Tenant Satisfaction Measure results. RSH publishes analysis on tenant satisfaction in the social housing sector - GOV.UK

At Aster, we look closely at the survey results every quarter to understand what’s working well and where we need to improve. We track the common themes behind both satisfaction and dissatisfaction so we can take meaningful action.

To see how we’re doing, take a look at our 2023/2024 Customer Annual Report here: omni.aster.co.uk/tenant-satisfaction-measures/

We're also working on a dedicated section on our website where you’ll be able to find clear, easy-to-understand updates about our performance and what we’re doing with your feedback.

We’re especially focused on using your responses to improve areas where satisfaction is lower, and we’ll keep you updated as this work progresses.

If you would like more information or have any questions, please do not hesitate to get in touch with the Customer Voice team at CustomerVoice@aster.co.uk