Jigsaw must meet the regulator’s requirements in relation to the tenant satisfaction measures set by the regulator as set out in Tenant Satisfaction Measures: Technical requirements and Tenant Satisfaction Measures: Tenant survey requirements.
We successfully completed the collection and publication of the regulator’s tenant satisfaction measures in June 2024. In advance of publication, we undertook an internal audit to ensure we had fully complied with both the technical and survey requirements set out by the regulator.
Jigsaw must:
- a) collect and process information specified by the regulator relating to their performance against the tenant satisfaction measures. The information must be collected within a timeframe set by the regulator and must meet the regulator’s requirements in Tenant Satisfaction Measures: Technical requirements and Tenant Satisfaction Measures: Tenant survey requirements
- b) annually publish their performance against the tenant satisfaction measures. This should include information about how they have met the regulator’s requirements set out in Tenant Satisfaction Measures: Technical requirements and Tenant Satisfaction Measures: Tenant survey requirements. This information must be published in a manner that is timely, clear, and easily accessed by tenants; and
- c) annually submit to the regulator information specified by the regulator relating to their performance against those measures. The information must be submitted within a timeframe and in a form determined by the regulator.
To coincide with the introduction of tenant satisfaction measures we amended our key performance indicators to ensure that they mirrored the requirements set out by the regulator.
By taking this approach, we ensured that our Board were able to monitor our progress against the five performance themes – keeping properties in good repair, maintaining building safety, respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management.
Our internal auditors conducted a review of how we had collected our tenant satisfaction measures to ensure that they were in accordance with the guidance issued by the regulator. Our performance against the five themes, along with the results of the perception surveys undertaken with tenants and shared owners, was published on our website.
In meeting the requirements above, Jigsaw must ensure that the information is an accurate, reliable, valid, and transparent reflection of their performance against the tenant satisfaction measures.
We gained assurance that we had accurately interpreted the regulator’s guidance on the production of tenant satisfaction measures by instructing our internal auditors to undertake a comprehensive review of our results.
The internal audit report was then reviewed by our Risk and Audit Committee before we submitted our performance to the regulator.
Jigsaw must provide tenants with accessible information about:
- a) how they are performing in delivering landlord services and what actions they will take to improve performance where required
- b) how they have taken tenants’ views into account to improve landlord services, information and communication
- c) how income is being spent, and
- d) their directors’ remuneration and management costs.
In addition to publishing Jigsaw Homes’ performance against the regulator’s tenant satisfaction measures we also provide quarterly updates against our key performance indicators for:
- percentage of emergency repairs completed with target timescales
- average time for completing non-emergency repairs
- satisfaction levels with the repairs, lettings and anti-social behaviour case handling services
- percentage of enquiries that are resolved at the first point of contact
- percentage of complaints that are responded in accordance with the timescales set out by the Housing Ombudsman Service.
- On a quarterly basis we provide details about our complaint learning including the outcome of Housing Ombudsman determinations.
We also publicise the outcome of Jigsaw Rewards consultations and tenant scrutiny recommendations.
Details of how we spend our income, along with directors’ remuneration and management costs are set out annually in financial statements which are published each September.
