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Aster Communities
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Service standards

Customers playing cards

We’ve worked with our customers to agree some Aster Standards and here are the pledges we’ve made.

Pledge 1

We promise to have a speedy repairs service that gets the job done on time and right first time.

We’ll know we’ve done it when:

We sort out 91% of all repairs the first time we visit
We keep 90% of the appointments we make without the need to move or cancel them
We do 100% of all emergency repairs within 24 hours of being reported
We do 97.5% of all urgent repairs within 7 days of being reported
We do 97% of all routine repairs within 28 days of being reported

Pledge 2

We promise to give excellent service when customers get in touch with us, so that they’d be happy to recommend us as a landlord to family and friends.

We’ll know we’ve done this when:

90% of all our customers say they’re satisfied with the services we give
75% of customers say they’d recommend us as a landlord 

Pledge 3

We promise to give customers a quick response, be fair, support them and keep in touch if they ask us to help tackle anti-social behaviour.

We’ll know we’ve done this when:

70% of customers are satisfied with the final outcome

Pledge 4

We’ll give customers a real say about the way we provide services, what standards we’ll meet and the improvements we’ll make.

We’ll know we’ve done this when:

70% of customers are happy that their views are being taken into account
 

See how we're doing

Find out how we're doing compared to the pledge targets. Click here.  

Reviewing our progress

With our new Customer Boards we’re reviewing these Aster Standards and developing new standards for Aster Communities.

These will cover things customers feel are important and are relevant to our objectives. We’re reviewing Aster Standards with the aim of:

  • Improving performance and getting services right


  • Ensuring we have clear aims, objectives and performance targets


  • Making sure our services are value for money


  • Understanding what local people need and expect (this may be different across our regions)


  • Being accountable and transparent