We are always keen to hear your feedback – good or bad – as this helps us to learn and shape the services we deliver to you.
You can check out some of the changes we’ve made based on your feedback below. If you would like to be more involved with providing feedback, join our Jigsaw Rewards community where you’ll get to take part in surveys on different topics – https://rewards.jigsawhomes.org.uk/
Your feedback told us:
The most common reason for dissatisfaction and complaints is unresolved repairs and property related issues, particularly communication and keeping you informed when repairs encounter delays. When we use external contractors to carry out some of our repairs, we know this is an area where good communication can be a particular issue.
In response, we have:
Increased our staffing resource to support the monitoring of contractor works. We are also meeting with our contractors to ensure they understand our customer service standards and to help us understand how we can improve our processes.
Some residents told us they had experienced issues with damp and mould soon after moving into a newly let home. There are a number of factors that can affect damp and mould in a home, but we want your new home experience to be as positive as possible, so we plan to improve our testing for damp and mould in our empty homes before new let.
Complaints
We are committed to providing an excellent service to our customers. However, we realise that things can occasionally go wrong and you may want to raise a complaint about the service you have received from us.
When handling complaints, our policy is designed to meet the requirements of the Housing Ombudsman Complaint Handling Statutory Code. Information about raising a complaint and our Complaints Policy can be found on our website or by contacting our Connect Team – https://www.jigsawhomes.org.uk/information-article/complaints/
You can contact the Housing Ombudsman Service at any point during the complaint process. It cannot investigate your complaint whilst your complaint is going through our internal complaints procedure, however, the Ombudsman may be able to help you and your landlord reach a resolution.
Contact details for The Housing Ombudsman are detailed below:
Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
0300 111 3000
info@housing-ombudsman.org.uk
https://www.housing-ombudsman.org.uk/contact-us
Complaints activity and performance: Quarter – 1 April to June 2024
During Quarter 1, we raised 430 stage 1 complaint investigations and 73 escalated complaints at the final stage of the process, a stage 2 review.
Of the 416 cases closed in the period, we found in 226 cases no service failure with our handling of the complaint issue. In 178 cases, we upheld or upheld in part the customers complaint. In 12 cases, the customer withdrew the complaint.
For a case to be compliant with the Housing Ombudsman Statutory Code, two criteria apply – acknowledge the complaint within five working days of receipt and respond within ten working days unless an agreed extension applies. Compliance performance for quarter 1 is 80%. We are supporting teams through training and guidance to improve compliance performance. In addition, a weekly report is issued to senior managers to monitor complaint activity.
The Housing Ombudsman
In Quarter 1, we received 11 requests for evidence for cases referred to the Ombudsman where the customer requested independent review of their complaint. In the same period, we received 4 Ombudsman determinations. Details of each determination are set out below.
Case 1: Jigsaw Homes North
This was a final determination following resident appeal to the outcome of a previous determination.
Determination
In accordance with paragraph 52 of the Housing Ombudsman Scheme there was service failure in the landlord’s application of its unreasonable behaviour policy.
In accordance with paragraph 52 of the Housing Ombudsman Scheme there was no maladministration in the landlord’s handling of the resident’s reports of anti-social behaviour.
Orders
The landlord is ordered to take the following action:
- Pay directly to the resident compensation totalling £75 for the distress and inconvenience in relation the landlord’s application of its unreasonable behaviour policy.
Summary of failings
The failing identified in this case was a delay in acknowledging the resident’s request for appeal about the decision to apply the policy. We apologised for the delay in our response explaining that the original letter sent to us by post had not been received. However. we were unable to explain why the letter did not reach us through our internal post system.
Case 2: Jigsaw Homes Midlands
Complaint definition
The complaint is about the landlord’s handling of:
a. an injunction against the resident.
b. the resident’s reports of anti-social behaviour (ASB).
c. repairs to the gate and entrance doors.
d. a move.
e. the complaint, and concerns about staff conduct.
Jurisdiction and Determination
In accordance with paragraph 42(e) of the Housing Ombudsman Scheme the resident’s concerns about the injunction is not within the Ombudsman’s jurisdiction to consider.
In accordance with paragraph 52 of the Housing Ombudsman Scheme, there was maladministration by the landlord in its handling of the resident’s reports of ASB.
In accordance with paragraph 52 of the Housing Ombudsman Scheme, there was maladministration by the landlord in its handling of repairs to the gate and entrance doors.
In accordance with paragraph 52 of the Housing Ombudsman Scheme, there was maladministration in the landlord’s handling of the managed move.
In accordance with paragraph 52 of the Housing Ombudsman Scheme, there was maladministration in the landlord’s handling of the complaint and the resident’s concerns about conduct of staff.
Orders and Recommendations
Within four weeks the landlord should:
a. write to the resident to apologise for the failings identified in the report.
b. make a payment to the resident of £1,000, made up of:
i. £500 for the impact of failings in its handling of the resident’s reports of ASB.
ii. £200 for the impact of failings in its handling of repairs to the gate and entrance doors.
iii. £100 for the impact of failings in its handling of the managed move.
iv. £200 for the impact of failings in its handling of the complaint.
Within six weeks the landlord should:
a. review policies and processes it has in place for addressing residents’ vulnerabilities, with reference to the Ombudsman’s spotlight report. In particular, the landlord should review processes and guidance it has in place around identifying and recording vulnerabilities.
b. review training and guidance to staff about the completion of appropriate risk assessments.
c. review its complaints policy, with reference to the Code 2024, to ensure it complaints policy is clear and that any steps taken to informally resolve complaints do not lead to a prolonging or delayed consideration of a complaint.
d. remind staff of the importance of agreeing complaint response extension in advance.
Summary of failings
The Ombudsman’s focus with this determination is largely around vulnerability and ensuring we recognise, record and respond to vulnerability using risk assessments with consideration to reasonable adjustments where required.
Case 3: Jigsaw Homes Midlands
Complaint definition
Handling of the resident’s reports of anti-social behaviour (ASB) and concerns about safeguarding.
Complaint handling.
Determination
In accordance with paragraph 52 of the Housing Ombudsman Scheme, there was no maladministration with the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and safeguarding concerns.
In accordance with paragraph 52 of the Housing Ombudsman Scheme, there was service failure with the landlord’s complaint handling.
Orders
The landlord is ordered to take the following action:
a. Pay the resident £50 compensation, comprised of:
i. £50 for the resident’s time and trouble and distress caused due to the landlord’s complaint handling.
The landlord is ordered to complete and submit its complaint handling self-assessment by 30 June 2024. This to ensure that its policy is aligned to the statutory obligations of the Code as of 1 April 2024. The self-assessment must also be published on its websites so that residents are able to easily access it.
The landlord is ordered to review its staff’s training needs to ensure all relevant officers respond and deal with complaints in accordance with its complaints procedure. This should include changes made to the Code as of 1 April 2024.
Recommendations
The landlord is encouraged to consider specific neurodiversity awareness training to support its officers skills when working with individuals with health and support needs.
Summary of failings
The failing with complaint handling was a slight delay in acknowledging the initial complaint which the landlord recognised and apologized for in the complaint response.
Case 4: Jigsaw Homes North
Complaint definition
This complaint is about the landlord’s response to:
The resident’s request to buy back the property.
The resident’s complaint about reports of antisocial behaviour (ASB) and bullying.
The resident’s complaint about removal of a fence and CCTV.
The resident’s complaint about the condition of communal parts of the building, and noise transference between floors and properties.
The resident’s request for service charge information and a dispute of the level of service charges.
Determination
There was no maladministration by the landlord in respect of its responses to all points.
Recommendation
The Ombudsman’s spotlight report on noise, called ‘Noise Complaints: Time to be heard’, contains a range of guidance and recommendations for landlord’s to consider when dealing with complaints about noise transfer and associated nuisance in their properties. Given the apparent relevance to the resident’s ongoing concerns, the landlord is urged to review the spotlight report and consider whether any of its guidance might help it resolve his situation.
Compliance
In all cases the landlord ensures compliance with orders within the set timescales to prevent complaint handling orders for non-compliance.
Legal Disrepair Claims
A disrepair claim is a legal claim brought against Jigsaw Homes for an alleged failure to complete repairs at your home within a reasonable period. The Claims Management Company will usually receive a fee if you agree to pursue a claim and there will often be substantial legal costs incurred.
It is important that you are aware of all the charges that might apply to a claim if you agree to pursue one as these will usually be taken from any compensation awarded to you. If you are unsure as to the charges or your rights after entering into an agreement, we would suggest you speak with your local Citizens Advice Bureau.
We can help
Jigsaw Homes wants to ensure that all its tenants and residents live in homes free from any repairs. If you have any repairs or concerns regarding your home, please contact us so we can help resolve your issues and complete any works that might be needed.
We have a robust complaints process and compensation policy. The purpose of these policies is to ensure that everyone can raise a complaint, have it thoroughly investigated and resolved quickly. We follow The Housing Ombudsman Complaint Handling Code and offer compensation where appropriate.
