This section 20 consultation has now closed. Thank you for your feedback.
- Domestic White Goods
ServiceWise have been appointed on an initial two-year contract, with options to extend for a maximum 8 years, to undertake the servicing, repair and replacement of domestic white good.
- Commercial laundry equipment
John Gillman and Sons have been appointed on an initial two-year contract, with options to extend for a maximum 8 years, to undertake the servicing, repair and replacement of commercial laundry equipment.
- Commercial catering and air conditioning equipment
Logic Contract Services Limited have been appointed on an initial two-year contract, with options to extend for a maximum 8 years, to undertake the servicing, repair and replacement of commercial catering and air conditioning equipment.
If you have any questions please feel free to email – Observations@aster.co.uk
This section 20 consultation has now closed. Thank you for your feedback.
STQ Vantage has been appointed on an initial two year contract, with options to extend, to undertake the servicing, inspection and certification of fall arrest systems.
If you have any questions please feel free to email – Observations@aster.co.uk
This section 20 consultation has now closed. Thank you for your feedback.
Avonline Network Services Ltd has been appointed on an initial four-year contract, with options to extend, to undertake the annual inspection and repair of communal television systems.
If you have any questions please feel free to email – Observations@aster.co.uk
This section 20 consultation has now closed. Thank you for your feedback.
Marlowe Fire & Security Limited have been appointed for Devon, Cornwall and Dorset and TH White Installation Ltd for Somerset, Hampshire and Wiltshire. Both contractors have been appointed on an initial two-year contract, with options to extend. The contractors will undertake the servicing and repair of CCTV systems and the repair only of door access systems.
If you have any questions please feel free to email – Observations@aster.co.uk
The 1996 Housing Act definition of ASB is 'Engaging in or threatening to engage in conduct causing or likely to cause a nuisance or annoyance to persons engaged in lawful activities'.
Aster customers consider dealing effectively with ASB as of significant importance and we are committed to working to prevent and resolve reported cases.
The policy outlines expectations of key principles when dealing with ASB in our communities.
We have consulted with customers that have previously had this experience, they have helped us revise our current anti-social behaviour policy.
You can view the new ASB policy by clicking here
You can view the new ASB service standards by clicking here
We would like to thank everyone that provided feedback.
You can find a copy of the First Tier Tribunal trial decision here.
You can find a copy of the specification here.
You can find a copy of the First Tier Tribunal bundle here.
You can find a copy of the full First Tier Tribunal trial bundle here.
Homefinder Somerset have made some proposed changes to their allocations policy and want to know what you think.
This consultation has now closed.
Click here to see the results of the consultation.
We've reviewed the letters and statements we send out to customers relating to service charges and we asked customers for their views on these before we start sending them out to all of our customers that pay service charges.
We received a good response to the consultation and would like to thank everyone that completed a survey and provided their views. Feedback was received from both our leasehold customers and our rental customers.
Rental customers - 94% of respondents felt the letter was easy to understand
24% of these felt additional information should be included in the letter
82% of respondents felt the statement was easy to understand
18% of these felt additional information should be included in the statement
Leasehold customers - 100% of respondents felt the letter was easy to understand
56% of these felt that additional information should be included in the letter
100% of respondents felt the statement was easy to understand
67% of these felt additional information should be included in the statement
We received lots of ideas for improving the letters and statements. These were collated and sent to the service charge team to consider. The service charge manager would like to thank everyone that reviewed the documents and has said that in light of the comments made, the team have altered some of the wording, this includes – removing the term ‘simplified’, altering the ‘52 weeks’ referred to on the statements and reviewing the term ‘budgeted costs’. The team have concluded that not all of the ideas suggested could be included in the letter but that they would provide more detailed information on the website which will be updated in due course.
We gave customers the opportunity to review our new aids and adaptations policy before the policy is approved.
We would like to thank everyone that provided feedback.
79% of respondents agreed with our approach to aids and adaptations. 21% partly agreed. Following a review of the feedback, it's been agreed that we should improve our promotion of the aids and adaptations service and that we need to review our procedure regarding servicing and maintenance.
The policy will now be passed to our customer overview group for approval.
We gave customers the opportunity to review our antisocial behaviour policy.
We would like to thank everyone that completed a survey and provided feedback.
60% of respondents agreed with our approach to dealing with antisocial behaviour and 32% partly agreed.
The antisocial behaviour team have reviewed all of the feedback they received from customers. Lots of good points were made and they have used this feedback to make some changes to the policy wording.
The team recognise that reporting antisocial behaviour can be very stressful and they will always do whatever they can to support people through the process, it’s a joint approach and working with customers is critical in helping to reach a resolution.
The team are happy to accept reports of antisocial behaviour in a variety of formats and will continue to use technology to develop the service. They did receive a number of comments regarding how we respond to the issue of noise, lifestyles can be very different and subsequently each noise report is assessed on a case by case basis, the team have a detailed process for dealing with each situation. To assist with investigations of noise nuisance we now have access to a noise app to help people report issues.
We were told that the policy was difficult to follow due to inconsistencies in the way we refer to people, i.e. complainant, victims, perpetrator and the way we describe staff as colleagues, employees etc. we have worked to improve the consistency of the wording.
Every report of antisocial behaviour received is taken seriously, our approach is impact based and detailed procedures are followed to identify how a situation is responded to. Due to the complexity of our procedures, it’s not possible to include every detail describing how we manage, record and respond to incidents in the policy but we can reassure you that all reports of antisocial behaviour are recorded and retained for future information.
The following has been added as a direct result of feedback from customers
Aster will respond to reports from those affected by ASB irrespective of their tenure, where ASB is perpetrated by those who hold a tenancy, lease or licence with Aster.
The revised policy will now go through our approval process, once approved the policy will be displayed on our website.
In 2014 the Customer Excellence Group created a set of Customer Service Standards using research from other housing associations and the commercial sector.
The group met again in January 2016 to review these standards and to see if they were still fit for purpose.
Click here to see the agreed revised document.
Aster has reviewed its lettable service standard and we wanted customers views before the new standard is approved.
We received a good response to the consultation and would like to thank everyone who completed a survey and provided us with feedback, whether good or bad. The head of service lead for lettings has said that customer feedback has been welcomed and the lettable standard will be updated to reflect the points made. Namely, redecoration requirements will be more flexible and agreed between the lettings officer and the voids surveyor. Locks will be changed where a risk has been identified. A fully functional electric shower will be retained in all properties and replaced in sheltered and extra care housing. Heads of service are continuing to review the customer service standards prior to final approval.
Our online customer account portal allows customers to access our services 24 hours a day, every day of the year. Once you register you can pay your rent, request a rent statement, report a repair, report an issue such as anti-social behaviour, apply for a garage, and lots more.
We want to make this service as good as we can and have been speaking to customers that have registered, to get their views.
You told us that you would like to be able to request a new PIN directly from the log in page, this has now been added. Some customers also said they would like to be able to identify Housing Benefit payments on their accounts, these are now visible.
We have been looking for customers interested in regular involvement with a new Repairs and Voids Group.
We will share and steer ideas for service changes and improvements, review repairs priorities, gather information on what customers think about the repairs service and review satisfaction data.
A number of customers expressed their interest. The new group first met in February 2016 and will continue to meet on a quarterly basis.
Aster reviewed its estate and tenancy management, customer service and anti-social behaviour service standards. We wanted customers views before these were approved .
We also developed a new customer service pledge to replace the existing customer service standard.
We received a great response to the consultation and would like to thank everyone that completed a survey and provided us with feedback, whether good or bad. All feedback received was sent to the heads of the relevant departments to review.
ASB Service standard - 84% of customers agreed with the standard. Feedback received has not led to any specific changes to the standard.
Estate and Tenancy Service standard - 64% of customers agreed with the standard. Following comments received no fundamental changes will be made, but clarity will be made to those elements which apply to tenants, leaseholders and shared owners.
Customer Service - 80% of customers agreed with the move from a set of service standards to a customer service pledge that is more transferable to other areas of the business.
Heads of service are continuing to review customer feedback relating to the new service standards prior to final approval. The new standards will be published on our website once approved.
In January we consulted with frequent users of My Account, leaseholders, shared owners and PFI customers. We did this to gain an understanding of what customers would like to get from the My Account online facility.
The feedback received highlighted the main reasons for using the online facility, these are checking rent balances, making payments and updating personal details.
Suggestions for improvements were around the registration and log in process, being able to log and track repairs and the provision of more information regarding service charges and rent statements. The feedback has been passed to the project groups that are working with our supplier in developing a new improved online service.
Thanks for all your comments received on our Repairs and Maintenance Policy.
Your feedback has been shared with colleagues that approve the policy and used to make any necessary changes.
This consultation has now closed.
Thank you for all your comments received on our Safeguarding Adults and Children Policy. Your feedback has been shared with colleagues that have approved the policy.
At Aster we take safeguarding very seriously and ensure colleagues are fully aware of its importance and key principles.
Thanks for your feedback, this consultation is now closed
The Aster Foundation is our way of defining the additional work we do, outside of our core activity.
The Aster Foundation has been operating for just over a year and has achieved some fantastic results. Under the Foundation we provide a range of things from match funding colleague fundraising activities to providing digital skills training for our customers.
It is intended that the Aster Foundation will form a key element of our wider corporate social responsibility strategy in the future and will include those activities that support our work as an ethical landlord.
But before we make any changes, we sought the thoughts of our customers using an online survey.
Domestic abuse has far reaching impacts and Aster is committed to providing a victim centred, sensitive and confidential approach.
We have consulted with the same group of customers as for the ASB policy, they have helped us to revise our domestic abuse guidance which has been incorporated into our internal ASB procedures.
Thank you for your feedback - this consultation is now closed.
We were concerned that our heating and hot water service did not give priority to our most vulnerable customers whose health and wellbeing could be severely affected by the loss of heating and hot water in their home.
Following a period of customer consultation we have made several positive changes to the way we prioritise our heating and hot water repair service.
From 1 November we will no longer use priority codes to schedule repair work and will instead base our decision on the customer and their level of need.
If you have any questions please read our Questions and Answers.
We've answered some of your Frequently Asked Questions here.
What is Aster 3 Ltd?
Aster 3 Ltd is part of the Aster Group. It is one of three Registered Providers that operate under the Aster Group. The other two Registered Providers are Aster Communities and Synergy Housing.
What is a Registered Provider?
A Registered Provider is a company designed to provide affordable housing for local people which is regulated by the Regulator of Social Housing.
Why are you moving my home over to Aster 3 Ltd?
Across the UK we are facing a housing crisis and part of our role is to help develop ways to end it – giving as many people as possible an opportunity to have a home to live in which they can afford.
We have already committed to building as many new homes as possible. By moving a select number of homes over to Aster 3 Ltd we can unlock additional funding to help us build more new homes for people that need them across a range of tenures.
What does this mean for me?
Other than the change of name on the tenancy agreement you have with us, nothing.
You won’t see any changes to the way your tenancy is managed. The terms of your tenancy agreement will remain the same, the way your home is maintained will remain exactly the same and you will continue to contact us in the same way as you have before.
How many homes are you moving over?
We already have 827 registered to Aster 3 Ltd. We plan to move a further 156 homes over to Aster 3 Ltd by 31 December 2021.
Can I choose for my home not to be transferred to Aster 3 Ltd?
We are currently in the consultation phase and welcome your feedback. Please email lauren.heydenrych@aster.co.uk to let us know your thoughts. The consultation will close on 5 December 2021.
Will you be changing my tenancy?
Yes. But only the name on the tenancy agreement. Instead of Aster Communities or Synergy Housing you will see Aster 3 Ltd instead. Everything else will remain exactly the same.
Do I have to call a different number to report a repair?
No. You can still call the contact centre on 0333 400 8222 or report an issue online via MyAster or by completing a form on www.aster.co.uk.
Will my Neighbourhood Officer stay the same?
Yes. The team and the services you receive will remain exactly the same under Aster 3 Ltd as it was under Synergy Housing or Aster Communities.
Will you be transferring over any more properties?
We may consider transferring more homes over to Aster 3 Ltd in the future.
Previous Section 20 consultations
This section 20 consultation has now closed. Thank you for your feedback.
Marlowe Fire and Security Limited have been appointed on an initial three year contract, with options to extend, to service and repair fire equipment incorporating fire alarms, fire fighting equipment, sprinkler systems, dry riser and automatic smoke vents to our properties and communal areas in Devon, Cornwall and Dorset.
If you have any questions please feel free to email – Observations@aster.co.uk
This section 20 consultation has now closed. Thank you for your feedback.
Cook and Associates Lift and Escalator Services has been appointed on an initial three year contract, with options to extend, to manage and generate documentation necessary to fulfil Aster’s lift modernisation programme, prepare survey and condition reports, create and assess tender documentation and submissions and manage onsite contractors during the renewal and modernisation works.
If you have any questions please feel free to email – Observations@aster.co.uk
The current contract we have for internal and external decorations and pre-paint repairs ends on 31 March 2018.
We are therefore taking this opportunity to ensure that we have the most appropriate contractor(s) providing the services required.
The preferred contractor(s) will undertake planned painting and repairs to the communal areas where you live. This will be carried out on a cycle in line with your lease, usually every six years.
Residents affected should now have received a Stage 2 section 20 consultation letter to that affect.
If you would like to submit a formal observation please email observations@aster.co.uk by 26 July 2017
A list of FAQs can be found here.
The proposal can be found here.
Thank you for your feedback. Cyclical maintenance works including pre-painting repairs on properties in North Somerset, Bristol and Bath is now underway.
A list of FAQs can be found here.
Thank you for your feedback. This consultation has now closed.
Once we have reviewed the feedback received we will write again to those customers effected to advise of the outcome and next steps if any.
This section 20 consultation has now closed. Thank you for your feedback.
Stepnells Ltd have been appointed as sole contractor for this project and will be undertaking essential remedial work on five blocks of flats (Atholl Court, Saxon Court, Stuart Court, Tudor Court and York Court) in Kingsway Gardens, Andover, starting in spring 2017.
Please visit our dedicated webpage for further information or if you would like to contact the project team and have not been able to find the answer to your question on our website, please email kingswaygardens@aster.co.uk.
We recently completed a tender for our grounds maintenance service in Devon and Cornwall and Dorset and Somerset. We want to ensure that we are providing customers with best value for money whilst retaining a good service for grounds maintenance services such as grass cutting, shrub border maintenance and hard surface maintenance.
We have now finished stage two of the section 20 consultation and a summary of any observations received can be found here. After carefully reviewing each bid against the work required there will be no change to the current offering in Dorset and Somerset however Ground Control Ltd will be responsible for providing grounds maintenance services in Devon and Cornwall from April.
Download the grounds maintenance service tender.
The current contracts for mechanical and electrical repairs and maintenance (fire alarm systems, fire fighting equipment, sprinkler systems, emergency lighting, planned servicing and repairs to stair lifts and hoists, passenger lifts, CCTV, Communal TV systems and stored water testing) ended on 31 March 2018 and we needed to have new contracts in place from this date.
We are took the opportunity to ensure that we have the most appropriate supplier(s) providing the services required.
The appointed contractor(s) will undertake the programmed servicing and ad-hoc repairs of mechanical and electrical installations in all of our residential properties including communal areas where this equipment is currently installed or could be in the future.
Those homes affected have been notified and residents.
A list of FAQs can be found here.
The service specification can be found here.
The tender outcome proposal can be found here.
Group buildings insurance
So that we can provide you with the most competitive premiums and widest cover possible we insure your home under one single insurance which covers all of our properties.
To ensure you get the best value for money, we regularly review our insurance arrangements which includes the insurance arrangements, provider, level of cover and alternative quotations.
As part of the Public Contracts Regulations and the consultations required by section 20 of the Landlord and Tenant Act 1985 (amended by S151 of the Common-hold and Leasehold Reform Act 2002) we need to let you know that this is what we are planning to do.
This consultation is now closed.
To find out more take a look at these FAQs.
The specification can be found here.
This section 20 consultation has now closed. Thank you for your feedback.
Visit our dedicated website area for more information about Wimbledon Hall.
If you have any questions please feel free to email – Observations@aster.co.uk
We are conducting a Section 20 consultation in relation to our intention to enter into a contract to deliver Grounds Maintenance/Estate Services.
The contract being procured will include the following works:
- Communal grass cutting.
- Strimming around obstacles.
- Grass edging.
- Turf maintenance.
- Shrub/herbaceous bed maintenance.
- Rose bed maintenance.
- Hedge maintenance.
- Tree maintenance.
- Hard surface weed control.
- Hard surface moss control.
- Leaf clearance.
- Litter picking.
- Hard surface sweeping.
- Ditch and drainage channel maintenance.
- Snow clearance and gritting.
- Periodic inspections of playgrounds and play areas
A full specification of the works can be found on our website Download full specification
If you have any questions in relation to the proposed contract or this consultation we would refer you to the Frequently Asked Questions.
We are conducting a Section 20 consultation in relation to our intention to enter into a contract to support the delivery of servicing and repairs of various automated door opening systems and associated remedial works.
The contract being procured will include the following works:
- Servicing facility for all automatic door opening systems, in accordance with legislative compliance regulations to ensure Aster remain compliant at all times
- A 24 hour callout facility on automatic door/gate entry and opening systems
- Repairs as necessary based on time and materials used
- Potential installation, partial/complete upgrade/replacement/modernisation of the existing systems
If you have any questions in relation to the proposed contract or this consultation we would refer you to the Frequently Asked Questions.
If you would like to submit a formal observation please email observations@aster.co.uk by 31 May 2021.
We’re in the process of commencing a Section 20 consultation in relation to our intention to undertake external decoration works.
Download the full specification here
PART 1 Preliminaries Drews Park
PART 2 DREWS PARK Dulux Paint Systems
PART 2 DREWS PARK Repair Care Pricing Template
PART 2 DREWS PARK Repair Care Brochure
PART 3 Specification Drews Park
PART 4 Drawing Issues Sheet Drews Park
PART 5 PCI Document Drews Park
Download appendix 1-4 here
Appendix 1 Risk Assessment
Appendix 2 Ownership Drawings issue
Appendix 3 Site Plan and Compound
If you'd like to submit a formal observation please email observations@aster.co.uk by 30 March 2021.
External Stoneworks
We’re in the process of commencing a Section 20 consultation in relation to our intention to appoint a contractor to maintain and repair the external stonework.
Download the full specification here.
Please click on the links below for the sketch drawings referenced in the specification
Sketch drawing 3740-01-20
Sketch drawing 3740-21-40
Sketch drawing 3740-41-60
Sketch drawing 3740-61-80
Sketch drawing 3740-81-90
Site elevations reference plan
If you would like to submit a formal observation please email observations@aster.co.uk by 12/08/20.
We're carrying out a Section 20 consultation about our plans to replace the communal doors and door entry systems for all five blocks in Kingsway Gardens.
View a copy of the full communal doors and door entry system specification here and our consultant's report here.
If you'd like to submit a formal observation please email observations@aster.co.uk by 2 December 2020.
We are conducting a Section 20 consultation in relation to our intention to enter into a contract to support the delivery of emergency lighting testing and inspection with associated remedial works.
The contract being procured will include the following works:
- A Monthly short duration lighting test. This is a short functional test in accordance with BS EN 50172:2004 and BS 5266-8:2004;
- Annual full duration lighting test. This will be a full rated duration test to ensure that the emergency lights are still working and producing the acceptable level of light at the end of the test;
- Associated remedial works and any other occasional ad hoc works.
If you have any questions in relation to the proposed contract or this consultation we would refer you to the Frequently Asked Questions.
If you would like to submit a formal observation please email observations@aster.co.uk by 9 November 2020.
We are conducting a Section 20 consultation in relation to our intention to enter into a contract to replace the windows at Abigail Apartments.
If you have any questions in relation to the proposed contract or this consultation we would refer you to the Frequently Asked Questions.
If you would like to submit a formal observation please email observations@aster.co.uk by 28th July 2022.
We are conducting a Section 20 consultation in relation to our intention to enter into a contract to deliver the following works at Moat Court.
- Flat roof replacement to main building and car park including covering material and timber deck. Includes work to parapet walls, drainage, flashings, and new rooflights.
- The installation of permanent controlled access points & safety rails to new flat roofs
- Removal and replacement of cavity wall insulation
- Removal and replacement of infill panels below windows
- Repointing & repairs to cracked / spalled brickwork
- Alterations to drainage external to flats, installation of new drainage runs and downpipes
- Underground drainage repairs
- External and communal redecoration including pre-paint repairs
- The contract will include the contractor’s preliminary costs including site set-up, welfare and storage facilities, and waste disposal.
- Scaffolding and access equipment will be provided to carry out the works
- The specification will include provisional sums and a contingency sum to cover unforeseen work identified during the project, including management of asbestos containing materials and if required disposal by a licensed contractor.
A full specification of the works can be found on our website. Click on the links below:
If you have any questions in relation to the proposed contract or this consultation we would refer you to the Frequently Asked Questions.
If you would like to submit a formal observation please email observations@aster.co.uk by 13th April 2022.
We are conducting a Section 20 consultation in relation to our intention to enter into a qualifying long term agreement in relation to the supply of our Communal Gas and Electricity.
The contract being procured will be for the following:
- A three-year contract with an option to extend for a further two years to supply Communal Gas & Electricity.
If you have any questions in relation to the proposed contract or this consultation we would refer you to the Frequently Asked Questions.
If you would like to submit a formal observation please email observations@aster.co.uk by 17th January 2022.
We're in the process of commencing a Section 20 consultation in relation to Fire Safety Improvement Works, External Escape Stairs.
Click here for the full specification.
If you would like to submit a formal observation please email observations@aster.co.uk by 16 June 2021.
We're in the process of commencing a Section 20 consultation in relation to our intention to enter into a contract for the maintenance of wastewater infrastructure and effluent disposal.
Click here for the full specification, here for the site list and here for the FAQ’s.
If you would like to submit a formal observation please email observations@aster.co.uk by4th January 2021.
We're in the process of commencing a Section 20 consultation in relation to our intention to enter into a contract for Ground Maintenance and Estate Service works.
Click here for the full specification and here for the FAQ’s.
If you would like to submit a formal observation please email observations@aster.co.uk by 16th December 2020.
We're carrying out a Section 20 consultation about our plans to replace the communal doors and door entry systems for all five blocks in Kingsway Gardens.
View a copy of the full communal doors and door entry system specification here and our consultant's report here.
If you'd like to submit a formal observation please email observations@aster.co.uk by 2 December 2020.
We are conducting a Section 20 consultation in relation to our intention to enter into a long term contract for Communal Gas.
The contract being procured will be for the communal gas:
If you have any questions in relation to the proposed contract or this consultation we would refer you to the Frequently Asked Questions.
If you would like to submit a formal observation please email observations@aster.co.uk by 22nd November 2022.