We record every comment or suggestion you make to us and use them to improve our service. This can be made by filling in a Customer Suggestion form whilst visiting Charter's offices, by writing in to us, by speaking to a member of Charter's staff or by e-mailing us at CustomerServicesTeam@charterhousing.co.uk

Recent comments we have had and responses we have made are:

A customer asked why we did not make more information available to tenants on the HomeBuy Scheme. In response, we have put information in the Summer 2006 edition of Contact and further information on all home ownership options is available from our Sales and Property Team on 01633 233876.

A number of customers have asked us why we don't have an appointment system for repairs. We are able to say that our contractor will call in the afternoon or morning and we are working towards developing a more definite system in the future. We have asked our Contractors to call you and let you know when they will be coming or if they are not able to make the morning or afternoon appointment. If this does not happen, please let us know using the Repairs Satisfaction Card sent to you when you order a repair. There is a monthly prize draw for returning these. The comments you make help us to improve the service and deal with any specific issues directly with our contractors.

One of our sheltered scheme customers asked if they could have an input into what flowers are planted at their scheme. Our Estates Maintenance Team hold a meeting every year at each sheltered scheme for residents to say what planting they would like to see at their schemes in the coming year. Customers who are not able to make the meeting can feed their requests through to the Scheme Co-ordinator, their tenant rep or directly to the Estates Team on 01633 480450. We will always try to accommodate all requests from customers. Our Gardening Planning meetings generally take place in October or November each year.

A customer asked if there was any way we could reduce the time waiting on the phone for a call to be answered by our Customer Services Team. Our Customer Services Manager arranged for the welcome message to be taken off the telephone answering system, reducing the waiting time for every customer by 30 seconds. We closely monitor the time taken to answer the calls you make through our complaints system. Over 80% of customers take less than 20 seconds to get through. When customers can't get through they get an option to leave a message and we will phone back within 90 minutes.