Please click on the link below for the information you need:
General Information
If you call into the office
If you send a Letter
If you telephone
We aims to give the best possible service we can. We're always looking to improve our standards and would welcome any constructive advice or suggestions as to how we can get better at what we do.
We have wide range of leaflets and application forms about the services we offer.
Click on this link to see them: our leaflets
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Staff speaking to you will give their name, as you may find it helpful to refer to a particular member of staff again in the future if you need to speak to us again.
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If you have to wait to see or hear from someone, you'll be told who that person will be.
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After getting in touch with us, we'll let you know what we're going to do next. Please ask if you're not sure about the next step.
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We'll write to you with any information you're given if you want us to.
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You can see any information we hold for you, but you have to write to ask for us to do this. And you may have to pay for us to do this. We'll also ask you for identification before letting you look at the information.
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We'll consult you by letter, telephone or coming to see you about any plans we have which may significantly affect your home or its surroundings.
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We'll also consult you if we're planning to make any changes to your tenancy conditions.
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We're interested in your opinions and we'll listen to what you say.
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Please speak to the customer services assistant at reception first. Someone should see you within three minutes.
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Please try to make an appointment if you need to speak to a particular member of staff. If you have an appointment, you'll be seen within five minutes of the time of your appointment, or be told if there's a delay.
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We have private rooms where you can talk about anything confidential or sensitive. Just let us know.
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You can ask to see a female or male member of staff if you prefer.
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If you don't have an appointment but need to see a member of staff, we'll tell you within five minutes how long you're likely to have to wait. But we can't guarantee that the right person will be able to see you if you call at the office without an appointment. You may be asked to call back at another time, or see an alternative member of staff.
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We'll reply, either by letter, telephone call, or visit, within five working days of getting your letter.
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If we can't give you a full reply in this time, we'll send what we call a holding letter to let you know how long it'll take for us to give you a full reply. We'll then look into your enquiry and send a detailed reply as soon as possible.
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We aim to send out any forms or information leaflets you ask for straight away.
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When we can't deal with your enquiry straight away, or the person who would deal with the matter isn't available at the time of your call, we'll ask for your telephone number and arrange for that member of staff to call you back within 24 hours. In cases of sickness or holiday, another member of staff will help with your enquiry. If you're not on the telephone, we'll get in touch with you by letter or come and see you at home.
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If you'd like us to call you back when you ring in, just ask and we'll do so. This may be because you're using a neighbours' phone or haven't any credit on your mobile phone.
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See you at home
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If you'd like us to come and see you at your home, just get in touch and we'll arrange a suitable time. Before letting anyone into your home, you should ask to see their identification. All our staff carry identification cards which you should ask to see.
Aster Group Customer Charter (service standards)
If you'd like to know more, please call us on 01264 405686
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