Making a Complaint

If you feel we’ve not delivered the service we should have done then we’d like to be the first to know.  It’s only by knowing about where you feel something might have gone wrong that we can try and put right any mistakes.

Aster has a two stage complaints process, and our complaint guide provides a summary of the process and how complaints are managed and investigated. 

We’re a member of the Housing Ombudsman Scheme and we’re committed to its Complaint Handling Code. This means you can be reassured that if we can’t resolve your complaint there’s an independent body who can assess how we’ve dealt with your concerns.

The Ombudsman will not usually investigate a complaint until our internal complaints process has been completed, however you can contact them at any time to assist you throughout the complaints process. The Ombudsman will not consider all types of complaints and you do need to be in a tenant/landlord relationship with us.

You can find out more about the service offered by the Ombudsman on its website www.housing-ombudsman.org.uk.  Details of the Ombudsman's code can be found here.

Our complaints policy gives more information about this and our complaints service promise, explains what you can expect from us if you make a complaint.

To tell us about your experience, please complete the form below.  If you provide us with an email address, we’ll automatically acknowledge your complaint and include what you’ve told us on the form, so you have a record of what you’ve said. We’ll also let you know how you can send additional information to support your complaint, for example any photos you may have. We aim to assess and acknowledge your complaint within five working days. 

A guide to Aster's complaints process Housing Ombudsman Code Our complaints policy Complaints service promise Housing Ombudsman Self Assessment June 24 Annual Complaint Reports 23-24 Our Governing Bodies response to the Annual Complaint Report