A customer wanted to thank Carol for all her help with getting carpets sorted for their new home and how pleased they are with their property and the location.
Customer Satisfaction
Customer satisfaction surveys help us to understand what we’re doing right and where we may need to improve our service. Thank you so much if you’ve given feedback and completed a survey over the past year. Your views are directly shaping the services we provide and help us to improve not only services to you, but to all our customers.
88%
satisfaction with neighbourhood as a place to live
84%
of customers found the repairs process easy
87%
satisfaction that rent is value for money
This year we’ve worked with Housemark, an external service which carries out insight and analysis, to compare our performance against the sector. We benchmarked our social landlord performance data against other housing associations with more than 20,000 homes and here’s what we found:
Satisfaction with the service their landlord provides:
Satisfaction repairs (transactional):
Average Score 82.6%
Our result 87%
Average Score 79.5%
Our result 82%
A customer called to say a big thank you to Richard who carried out a repair at their home. He was very polite, efficient, and traced the fault then repaired it. A credit to Aster.
A customer said Frank has dealt with a drainage problem at their home and he was informative and considerate of their needs. This was essential as the customer suffers with anxiety.
A customer wanted to complement Emma and pass on their thanks for ‘being all over it like a rash’ and being so helpful. They said Emma was so lovely.
A customer called to praise Sharron for going above and beyond in helping someone who she had found on the floor near their home. Sharron took care of the person and rang an ambulance for them staying on scene till they were safe.
A customer wanted to thank Danni and Lara for their hard work in dealing with a problem in their neighbourhood and said they were relieved and happy that it had been dealt with. They really appreciate it was a difficult task, but a good result was achieved.
Compliments
Our teams work hard to provide a good service and really appreciate positive feedback when they’ve done a good job. Thank you to all our customers who shared a compliment with us over the past year, it really means a lot to us and is hugely welcomed.
486 customer compliments received including:
Get involved
If you’d like to get involved in helping us shape our services,
email: customervoice@aster.co.uk
or visit www.aster.co.uk
Tell us what you think.
