Supporting your journey

At Aster, we’re here to help our customers navigate life’s challenges, big or small. One of our customers recently shared their journey with us—a story that highlights the support we offer that goes beyond providing homes.

This customer faced a range of challenges, from managing their finances to maintaining their home and navigating essential services. Feeling overwhelmed, they reached out to us, and together we began addressing their concerns step by step.

A helping hand when it mattered most

The journey began with our team taking time to visit and speak to the customer to fully understand their situation. From there, we co-ordinated with local services and organisations to ensure they had the help needed. This included connecting them with a handyman to assist with garden work and arranging a deep clean of their home, fully funded by Aster. To support day-to-day life, we facilitated a referral to a local micro-provider who now helps with domestic tasks every two weeks, offering much-needed peace of mind. We also connected them with services to reduce isolation and improve mental health.

We also supported them in securing a new mattress through a furniture bank and worked closely on managing their benefits.

Tailored support for unique needs

One of their biggest concerns was transitioning to Universal Credit (UC). We initially supported them to resolve urgent queries with the Department for Work and Pensions (DWP) related to their Employment and Support Allowance (ESA). Delving further into this, it became apparent they had not been receiving the right benefits they were entitled to.

After meeting with the customer, we gathered all their benefit details and investigated further. That’s when we uncovered that they’d only been receiving ESA contribution-based payments, which wasn’t right.

From there, we worked closely with the DWP, completing forms, submitting evidence and even filing a formal complaint about how their case was being handled. After months of persistence, we finally got the breakthrough we’d been hoping for: the DWP reassessed the claim and awarded the customer a backdated payment of £36,500.

This payment will go a long way in easing their financial worries. Plus, when they eventually move to UC, their extra income will be protected, leaving them better off overall.

It’s a great example of how we go the extra mile to make sure our customers get the support they deserve.

Here for you too

Whether it’s navigating benefits, managing your home, or connecting you with local support, we’re committed to being by your side. If there’s something you’re struggling with, don’t hesitate to get in touch—we might just be able to help.

Contact us on 0333 400 8222 or visit our MyAster portal for more support. And if you’ve got a good news story to share with other customers, why not complete the case study form on our website.