Charter has recently purchased a software package called 'SNAP' which will enable us to carry out regular customer surveys to see what customers think of the way we do things. These surveys will feature on our website, and will also be sent out in paper form. We intend to develop a regular 'programme' of surveys to find out what people think of the way we do repairs, let homes, tackle rent arrears etc. Each survey will be very simple with five or six questions in a 'tick box' format. From the information given, we will be able to obtain clear information of what people like or dislike about the way we're doing things. This should be particularly helpful given that 43% of our customers have indicated that they'd like to get more involved in having their say via questionnaires.