Make a complaint
It’s very important to us that every C&C resident has a voice and feels able to give us feedback on the services that we provide.
How to make a complaint
Usually, the best people to put matters right are the team responsible for delivering the service to you, so in the first instance we may try and resolve your complaint, once we have received it, by asking that team to contact you and see if they can resolve your concerns. If that’s not possible, we’ll deal with your complaint formally and send you a written response detailing what we can do.
Our complaints process follows two stages:
Stage 1
Email us complaintsteam@aster.co.uk, call the Service Hub on 020 7922 5300 or speak to your Housing or Service Officer.
Where possible, we will write to you within 10 working days from when you have made your complaint and it has been passed to a staff member to investigate.
Where this is not possible, we will explain why and tell you how long it will take us to reply. This shouldn't take more than a further 10 working days unless there is a good reason (for example where we are unable to contact you, or where a request is made to be contacted at specified times which are outside the complaint response timescales).
Stage 2
If you remain dissatisfied after we have responded at Stage 1, you can request to escalate the complaint to Stage 2.
This will be investigated and where possible, we will write to you within 20 working days with our final response.
Again, where this is not possible, we will explain why and tell you how long it will take us to reply. This shouldn't take more than a further 20 working days unless there is a good reason.
You have the right to pass your complaint to the Housing Ombudsman at any point during the investigation. We will clearly outline how you can do this within our letters to you.
We’re a member of the Housing Ombudsman Scheme and we’re committed to its Complaint Handling Code. This means you can be reassured that if we can’t resolve your complaint, there’s an independent body who can assess how we’ve dealt with your concerns.
Our self-assessment against the Complaint Handling Code can be found here.
You can read our Annual Complaints Report here.
Read our governing bodies response to the Annual Complaints Report here.
You can find out more about our process by reading our Complaints Policy