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Tenant Satisfaction Measures (TSM) Survey: FAQs
To help you understand the upcoming Tenant Satisfaction Measures (TSM) survey requested by the Regulator of Social Housing (RSH), we’ve created a list of Frequently Asked Questions (FAQs). These FAQs are designed to address any concerns or uncertainties you may have about the survey, including its purpose, how it will be conducted, and how your feedback will be used.
WhistleblowingPolicy
Whistleblowing is more formally known as making a disclosure in the public interest. It is the act of disclosing information which relates to suspected malpractices or dangers at work.
Unreasonable Behaviour Policy
Jigsaw Homes Group is committed to providing a fair, consistent and accessible service. We believe that customers of our services have a right to be heard, understood and respected. We believe that our staff have the same rights, and the Group must provide a safe working environment for our staff.
Tenancy Policy
The Tenancy Policy sets out the framework for the types of tenancies Jigsaw landlords will grant in future and how these will be managed effectively in line with our strategic priorities of building a strong corporate foundation and caring for our customers, assets and neighbourhoods.
Sundry Account Policy
This policy sets out Jigsaw Group’s (the Group) approach to the collection of debt on all sundry accounts.
Safeguarding Children & Adults Policy
Jigsaw Group will be pro‐active in the safeguarding of children and adults who live in our homes. Safeguarding underpins all aspects of the organisation’s strategy and operations, as it is a priority within every aspect of our work.
Probity and Anti‐Fraud Policy
The Group expects its business to be conducted with integrity, impartiality and honesty at all times. In all its affairs the Group is committed to the highest standards of probity, openness and accountability. The Group takes a zero‐tolerance approach to incidences of actual or attempted theft, deception, bribery, corruption, or money laundering, as well as any deliberate attempts to conceal such behaviour.
Former Tenant Arrears Policy
This policy sets out Jigsaw Homes Group’s (the Group) approach to effectively manage the collection of former tenant debt. The Group aims to maximise income through the recovery of former tenant debts by taking a clear, consistent and cost‐effective approach.
Group Disrepair and Housing Conditions Policy
This Policy explains how the Group will handle Disrepair and Housing Conditions claims in line with the Housing Conditions Pre‐Action Protocol.
Customer Service KPIs
Key Performance Indicators (KPIs) are measurable values that reflect how effectively our Group is achieving its strategic and operational goals.
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You Said We Did: Tenant’s Annual Report 2025

In January 2025, 198 Jigsaw Rewards members took part in a survey regarding our Tenant’s Annual Report 2025.

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