Using your feedback to improve MyAster

We’re always looking for ways to make MyAster clearer and easier to use for our customers - and recently, customer feedback helped us make an important improvement.

A customer got in touch after being advised through MyAster that a fencing repair was their responsibility. After reviewing the case, we found the customer was right to question this, as the repair should have been managed by Aster.

We know fencing responsibilities can sometimes be confusing, as they can depend on things like property boundaries, tenancy type and individual property details. Following this feedback, we recognised that the information shown in MyAster needed to better reflect this.

Our Customer Experience, Complaints and Digital teams worked together quickly to review the wording and make improvements. The updated message now explains more clearly that fencing responsibilities can vary and encourages customers to contact us if they are unsure.

The changes were prioritised, tested and updated in MyAster within a short space of time.

Feedback like this is incredibly valuable, as it helps us improve the information and services we provide. By listening to our customers and acting quickly, we can continue making MyAster more helpful, clearer and easier to use for everyone.