Making it easier to arrange essential visits to your home

Being able to access your home for essential safety checks and inspections is important, but we know that appointment times don't always work for everyone.

We've made it easier for you to arrange appointments that work for you, particularly for essential visits like gas servicing and damp, mould and condensation inspections.

These changes include:

• offering more flexibility around appointment times where possible
• working with you to agree suitable appointment windows
• identifying repeat missed appointments earlier so we can offer support or take action sooner
• looking at whether other repairs or planned work can happen during the same visit, helping to reduce disruption
• giving you a clearer point of contact when extra work is needed.

These changes are already making a difference, and we’ve reduced the number of  appointments where we couldn’t access a home by 38% compared to last year.

We’re also now able to complete more gas servicing appointments on the first visit, with successful access increasing from around 75% to 85%. This means fewer missed appointments and repeat visits for customers.

We're continuing to look at what works well across our different services. For example, customers are generally more likely to be available for damp, mould and condensation inspections, so we're using what we've learned from these appointments to help improve how we communicate about other essential visits too.

We'll continue to improve how we communicate about appointments, offer flexibility where we can and work with you to reduce missed visits and unnecessary disruption.

Please do get in touch with us if you have any upcoming appointments that you know you won’t be in for, so that we can work with you to find a better date and time. You can do this via our contact centre on 0333 400 8222, contactcentre@aster.co.uk or via MyAster.