We collect information and data about our tenants, including information on protected characteristics, communication preferences and support needs. We do this to understand tenants’ diverse needs and to deliver fair and equitable outcomes.
We have a Service Adjustment Policy which sets out how we will assess the need for, and make, appropriate adjustments to service delivery to assist customers with vulnerabilities.
We communicate with and provide information to our tenants in a clear, accessible, relevant and timely manner, which is appropriate to their diverse needs.
Our website is regularly reviewed to provide up-to-date information on our services and performance.
We publish our Tenants’ Annual Report which highlights our key performance in areas such as new homes, neighbourhood plans, complaints, repairs and anti-social behaviour, as well as where your rent goes, maintenance spend, Jigsaw Rewards, scrutiny and Jigsaw Foundation activity.
We provide accessible services to our tenants and prospective tenants. This includes options to make it easier for people who are deaf, hard of hearing or speech impaired to contact us.
Our website uses ReachDeck to ensure it is accessible to all. If tenants are unable to access and use our online landlord services we will support them to do so or provide alternatives.
Tenants and prospective tenants can be supported by a representative or advocate when they contact us.
This could be a family member or advocate, or an MP or councillor. We will always check that representatives have your authority to act on your behalf.
