Customer voice - helping us shape our services

Your thoughts, views and experiences play a crucial role in helping us to understand how we are performing, identifying improvements, and helping us to provide a better service for all our customers.

Customer voice is at the heart of what we do. Our Customer Voice team works with and supports many customers to be involved in shaping our services. We currently have over 1,700 customers involved in our customer groups, and we’re incredibly grateful for the feedback they’ve shared with us in recent months.

We’ve recently asked a large number of customers about their use of MyAster and other digital platforms. We heard from over 800 customers about how often they use MyAster, their preferences for using digital services and, if they don’t yet use MyAster, what would encourage them to do so.

As a result, we have now created a development programme for MyAster and recruited 282 customers to our new digital consultation group. Customers will be involved throughout this journey to make sure we are making positive changes to enhance the digital experience for customers. If you’d like to be involved in this group, please contact us via email customervoice@aster.co.uk.

The role of our Designated Complaints Panel (DCP) has recently changed due to a new Complaint Handling Code issued by the Housing Ombudsman. Any complaints process must now have a maximum of two stages, and as the DCP’s reviews constituted a third stage, they can no longer review complaints in the way they have done before. We have worked with DCP members to draft new terms of reference and we hope to be able to issue this soon. 

If you’d like to find out more about customer voice activities or get involved then get in touch with the team. You can call 0333 400 8255 and ask to speak to the customer voice team, email customervoice@aster.co.uk or fill out the enquiry form on our website www.aster.co.uk/contact-us.