Working together to improve how we respond to damp, mould and condensation

The Customer Scrutiny Panel (CSP) is an independent panel of customers who provide an objective assessment of our services from a customer perspective.  

The CSP recently took a close look at how we manage damp, mould and condensation in homes, and to find where we can improve. The session was open, honest and constructive, with customers helping us shape the actions we’ll now take forward. 

The group were joined by the team who treat customer’s homes. They outlined the support customers can expect to receive and together the group considered how this service could be improved. 

Here’s what some of our customers told us about being involved: “It was very valuable, and excellent to have experts in the field of damp and mould to explain both the problems and the efforts to remedy them.” 

Another added: “The Scrutiny Session was a really insightful opportunity for all of us to extend our understanding of the problems presented by damp, mould and condensation – and the measures taken by our Aster Colleagues to solve them!” 

The group came up with several areas to review, and a key focus was the survey customers complete to share information about issues in their home. Customers asked for it to be made accessible for those who aren’t confident online, and to review some questions so people feel comfortable responding openly.  

Improving communication was another priority. Customers asked for clearer, more consistent information about damp, mould and condensation on our website, MyAster and other channels.  

We also discussed updating our procedure, trialling new inspection methods, reviewing concerns linked to recurring issues, and reviewing colleague training so customers receive a consistent experience. 

Your feedback is central to this work, and we’ll continue updating you as these improvements progress. 

You can find out more about our Customer Scrutiny Panel on our website. If you’re interested in getting involved and joining the CSP, please complete the online form or email customervoice@aster.co.uk. Next month, we’ll introduce David, chair of the CSP.