Independent · not part of Aster Group
Aster Group repairs: how to report a repair, phone numbers and timescales
How to report a repair to Aster Group: the repairs phone number and emergency line, reporting a repair online, and how long Aster has to fix it. Aster’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: aster.co.uk
Has Aster Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Aster’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Aster’s emergency line is here.
How to report
Reporting a repair to Aster Group
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Aster misses its own target, complain. You may also be able to claim.
- Email (damp and mould)info@aster.co.uk
- Wiltshire PFI homesEmergency repairs and enquiries: 0333 400 8266, or email pfi.repairs@aster.co.uk.
Emergency repairs
When to call Aster straight away
Phone Aster straight away if anything puts someone in danger or leaves your home unsafe. Open Monday to Friday 8am to 5pm. Outside these hours, call the same number for emergencies and you’ll be put through to the out-of-hours service. The number is in Aster’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Aster.
Timescales
How long Aster Group has to fix it
Aster’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Aster’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Critical emergency | 4 hoursMade safe within 4 hours where there is a danger to life or risk of major damage. | Emergency hazards: investigate and make safe within 24 hours |
| Emergency | 24 hoursCompleted within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Batch repair | 60 daysMinor works or larger defects. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from asterwebsite.blob.core.windows.net, checked 14 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 working days ago? That’s past Aster’s own target. You could claim compensation.
Start your claimYour options
If Aster Group doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Aster for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Aster
This can get Aster to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Aster to put things right. In its recent decisions about Aster, it ordered £100 in compensation.
How to complain to AsterYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Aster
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Aster
Acknowledged within 5 working days, with a written decision within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a written reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Aster to put things right.
Aster’s record
How Aster Group performs on repairs
Jul 2026: The regulator found Aster is delivering the outcomes of the consumer standards, with good health and safety systems, accurate records on the condition of homes and an effective repairs service.
of Aster tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Aster in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Aster Group
- How it handled communal door repairs and the quality of works.Service failure
£100 ordered
Sources: Regulator of Social Housing judgement, 8 July 2026; Aster tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Aster Group’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Aster Group repairs: questions
What is Aster Group’s repairs number?
0333 400 8222. Open Monday to Friday 8am to 5pm. Outside these hours, call the same number for emergencies and you’ll be put through to the out-of-hours service.
What is Aster Group’s emergency or out of hours repairs number?
0333 400 8222 (Contact centre · repairs). Open Monday to Friday 8am to 5pm. Outside these hours, call the same number for emergencies and you’ll be put through to the out-of-hours service.
Can I report a repair to Aster Group online?
Yes, at my.aster.co.uk. Report non-emergency repairs through your MyAster account. Registering is free.
How long does Aster Group have to fix a repair?
Its own targets run from 4 hours (critical emergency) to 60 days (batch repair). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Aster Group tenants?
Since 27 October 2025, Aster must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire.
How do I complain about a repair to Aster Group?
Complain to Aster first, online or by phone on 0333 400 8222. Acknowledged within 5 working days, with a written decision within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Aster Group?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Aster Group for you. It’s free to check.
Start your claimIs Report Repair part of Aster Group?
No. Report Repair is independent and not part of Aster Group or any council or housing association. We show Aster’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Aster has to fix, by problem
Not Aster?
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Reported a repair to Aster Group and still waiting?
About 2 minutes. No documents. Free to check.