MyAster allows you to update your account 24/7, making it easy to:

• Log and book repair appointments
• View and amend your personal information
• Check account balances
• Make payments and
• Submit requests to make changes around your home.

This year we launched our Live Chat function in MyAster, and 2,000 customers a month on average are using this method to get in touch with us. This gives you a direct, quick route to speak to our Contact Centre.

Our free to use customer portal, MyAster continues to be a popular way for you to get in touch with us. Registration numbers continue to rise and on average an extra 400 customers sign up to use the service each month. We’re really pleased that 80% of customers say they’re satisfied or very satisfied with MyAster.

Over 50% of customers living in our homes are now registered to use the portal.

Most popular reasons to use MyAster:

• Reporting and booking appointments for repairs
• Paying rent
• Updating information.

There have been 116,873 requests logged through the portal, including:

• 98,004 online payments
• 7,765 repair logs
• 5,578 tenancy management requests
• 1,749 neighbourhood and communities issues raised
• 1,560 income and financial independence requests
• 304 home ownership queries.

Improvements

We’ve continued to improve the service and taking on board customer feedback, we increased the number of routine repairs that can be logged against your home and added more advice and guidance information around financial wellbeing to support you through these challenging times.

You can also now view legal agreements, rent charges and service charge statements within MyAster.

All of these enhancements are designed with our customers in mind and as ever, if you believe there’s more we could be doing to help your experience with Aster, please do get in touch.