Our promise

You’re the reason we’re here, and these Customer promises are our commitment to you. Every one of our 1,900 people are signed-up to these promises and when engaging with you there are a few things that we’ll always do:

• Easy – We’ll make things easy and focus on what matters to you.
• Accountable – We’ll give you the right information in a timely way and we’ll come back to you when we say we will.
• Friendly – We’ll listen and take the time to understand what we can do to help.
• Available – It’s up to you how you contact us. Whether that’s via the MyAster portal, by phone, online, in person, or in writing, we’ll make it as simple as possible.
• Open – We’ll treat you fairly. We’ll be open and honest when we talk to you and we’ll work with you to solve problems and make things better.

We can only do this though if you also play your part. So we can provide you with the services, and advice you need, it’s important we all treat each other with respect and kindness.

We will do our best to tailor our services to meet your needs, and it’s important we let each other know when there are changes that affect your home, tenancy or lease.

It’s also important that you allow us access to carry out visits, repairs and safety inspections when we need to.