"Utterly inept customer service"

About three weeks ago I received an email from Aster Group about a property visit which was clearly intended for someone else with a similar name (I've never had any dealings with Aster). This other person must have supplied an incorrect email address, or Aster themselves had got it wrong.

I immediately contacted Aster via their website to let them know that their customer wouldn't have got their email, and provided their name and the job number quoted. They replied apologetically and said they'd address the issue.

Since then, I've had four more emails misaddressed in exactly the same way, including two regarding appointment dates scheduled for the next day and the same day. Despite two further emails and a phone call from me explaining the situation, the emails are still coming. Utterly hopeless. I've done my best, and from now on I'm binning anything they send me.

In response to Aster's response, 5/11/2024: -
'We would like to investigate this further and resolve this promptly.' Well, you had your chances. I first notified you via your website on 18th October, the day the first email arrived, providing all the necessary details, which you acknowledged via email on the same day. I used that email to reply, letting you know that I'd received the second misdirected email when it arrived, on 29th October, and you again acknowledged receiving it on the same day. When the third one arrived yesterday, I phoned your Customer Support just after 3 pm in a final effort to let you know that your customer wasn't getting your messages because they were coming to me instead.

'Can you please contact us by completing our enquiry form on our website or calling us on 0333 400 8222.' That'd be a 'No' - I've already done both things, providing all the necessary details (customer's name and your job reference number) each time.

'We can then pass this to our relevant team and ask they contact you.' For the love of God, WHY?! Don't you think you've already contacted me enough?! I don't NEED you to contact me; I'm not your customer, and there is nothing you can do for me other than STOP sending me this other person's emails!

"If i could leave 0 stars i would.this…"

If i could leave 0 stars i would.this company is all about profit and not customer focused.i have a shared ownership property,with fees of £200 per month.just had a bill for £1000.00 to paint internal walls .it worked out to £700 to paint 1 wall and banister, £170 was also added for admin fee.
avoid synergy/aster shared ownership ,they will bleed you dry

"Sick to death of complaining to this…"

Sick to death of complaining to this company!
They dont liaise with one another, read your portal or bother to look at the history.
Ive just been informed by “Melissa” that bricklayers cannot do repointing/mortar. Honestly need to train their staff better!!
Ive been an escalated complaint with them on multiple occasions due to the incompetency of advisors and call centre staff.
Its highly frustrating having to explain yourself over & over. And even more embarrassing when your actually teaching them things!!!
If your role is a repair scheduler.. DO BETTER!

Nearly 3 years of this hell.
Its hasnt changed and it probably wont at this point.


Only positive thing i could say is there is a wonderful lady called Sarah who works there. Normally have crossed paths when booking larger works and she is so helpful and actually listens!

"Please issue your independent living officers body cams "

Please issue your independent living officers with body cams to stop them acting however they please when they visit your customers properties.It is unacceptable for Aster to employ staff who have zero people skills who visit customers homes and insult and belittle them when the staff have no idea what the customer has achieved in their lifetime.I myself do not and will not allow your staff back into my home after I have been treated disrespectfully by them.

"ALL PROFIT AND DONT CARE"

I live in a 1 bed assisted living accommodation, and have just become a foster carer for my great nephew who has the bedroom and I'm living sleeping and eating in the living room my bed is a recliner chair I aswell as social services have asked for a move IF POSSIBLE to a more suitable property, have not heard or seen housing officer around here for a few months,I'm on homefinder somerset due to lacking a bedroom that was in January but still not moved so now this is why I'm writing on here so they can see what I've been trying to talk to them about
CAN I PLESE BE CONTACTED REGARDING THE ISSUE/DILEMMA I AM IN
My contact telephone number has not changed or at least have the respect as not only a customer who without your customers you wouldn't have a job

"Awful company"

Awful company, They never do anything about anti social behaviour. Happy to rent out properties to drug addicts who party night after night with loud music night after night while openly taking drugs.

"Total shambles with little regard for tenant safety "

Recently moved into an aster house, wall in garden leaning badly, surveyor failed to turn up three times, when he eventually arrived said it our neighbours responsibility. Spoke to neighbour they said it wasn’t, referred back to aster in April, chased and they referred back to the surveyor, heard nothing since.

"ASTER A GREAT COMPANY (don't knock them).…"

Hi,I am a tenant of Aster living in North Baddesley.
I have had numerous repairs undertaken by Aster,all excellent.
Today i rang about a bunged up guttering .
The receptionist took the call and said I would be contacted soon.Half an hour later received a call from them informing me repairs would be done that afternoon.
The guy turned up and not only cleaned out and hoovered the guttering, but also realigned it.
This is above and beyond service from Asters sub contractors.
How can you expect better service.
Well done Aster. 5 Stars plus.

"DO NOT USE ASTER GROUP"

Aster group are very pushy with demanding money on purchasing a shared ownership home and putting threats of you’ll lose the property if you don’t pay up even when funds are taking a few days to be withdrawn from the bank. I would steer people away from using this company as much as possible. As soon as they get the money, they no longer care about you.

"Poor"

I have declined to talk to them after my last review my housing knows how to find me but doesn't its a poor situation which is forcing me to look else where