How long have you worked at Jigsaw Homes?
9+ years
Describe your ‘typical’ day at work :
Day to day I deal with tenants over the telephone, as I am the first point of contact for people ringing to arranging repairs to be carried out at their property. I book in appointments for our engineer to attend. I also deal with anything from lost keys, boiler failures, roof leaks, structural damage, plumbing or electrical faults, so my job covers a wide range of aspects.
Which aspects of the job really get you motivated?
Resolving a query as effectively and efficiently as possible. As I have some experience behind me I always reassure the tenant I will get the right action taken, and it motivates me when they trust me to do so.
What are the greatest challenges?
Over the past year with the pandemic I would say one of the greatest challenges would be dealing with any tenant who is frustrated when we have to push some repairs back, with us currently working on emergency and urgent repairs only. Some tenants see their repair as urgent, but following our guidelines this may not be the case and some people don’t understand that as well as others. So finding different ways to communicate, and reassuring tenants can be challenging but I’m finding this a lot easier as time goes on.
What has/have been the highlight(s) of your role to date?
My manager asked me to roll out training to my team, for a new system we use to set up direct debits. He has always been great at getting the best out of me and also trusted me do this. The training was a success, and honestly I didn’t think I was capable of doing so beforehand.
How long have you worked at Jigsaw Homes?
12+ years
Describe your ‘typical’ day at work:
I always start with going through my e-mails and then checking in with the Snugg Homes team. A normal week can range between making choices on kitchens and bathrooms, chairing team meetings and completing 1-1s with my team as well as meetings with external partners such as Rightmove. I’ve shared more on ‘A day in the life’ on the Snugg website
Which aspects of the job really get you motivated?
I get to see a number of developments before work has even begun, so I love to see how they progress right through to a completed scheme and handing the keys to a happy leaseholder! Knowing that this job helps families who, without shared ownership, would not be able to buy is very rewarding.
What are the greatest challenges?
As it can be a very busy and quick paced department, I think the greatest challenge is managing all the different aspects of the role and ensuring you still meet the customers’ expectations.
What has/have been the highlight(s) of your role to date?
The success of the Snugg Homes team in the last year! We responded quickly to the pandemic and overcome so many hurdles, while having the busiest year with completions and interest and STILL managed to smash all our KPI’s.
How long have you worked at Jigsaw Homes?
15+ Years
Describe your ‘typical’ day at work:
I’m an early starter so try to get some of the routine admin tasks done and out of the way. I also try to plan and prepare for the day ahead making sure that I’m ready for any meetings I have that day.
We’re currently working on some interesting projects including the plans to align the ‘inside out’ initiative with the local welfare provision in Oldham. This was driven by funds raised from the annual ‘sleep out’ which a number of colleagues have supported over the years. The end result will be that we will be able to continue to provide homes starter packs and which really makes a difference for those starting out.
Which aspects of the job really get you motivated?
I’m really motivated by being around people who make things happen and I count myself lucky that I have a number of those who I work for and alongside. The last 9 months have been the biggest curve ball we’ve seen and the way people have adapted and continued to make things happen has been fantastic.
How long have you worked at Jigsaw Homes?
21+ years
Describe your ‘typical’ day at work:
We are commissioned to work with high risk offenders in Tameside, providing stable accommodation and an effective programme of support, this is aimed at reducing serious crime in the Tameside area.
My day can be quite varied which keeps the job very ‘fresh’. I liaise daily with both our internal teams and the Police, Probation, CGL (drug and alcohol services) and Criminal Justice Mental Health Services. This contact is to ensure our client group is properly supported and on track; our continual communication gives all services an overall picture of how our clients are coping and helps us to direct our resources where required. In short, I could be conducting a home visit, supporting someone to attend a mental health assessment or collecting a washing machine! All of which contributes to providing an effective plan of support.
Which aspects of the job really get you motivated?
Obviously any photo opportunity…! Seriously, I’d have to say getting someone to the end of their support plan is massively rewarding and a real boost to my motivation.
What are the greatest challenges?
For me, the greatest challenges are navigating the intimate discussions to help our clients work through their issues and gain some perspective with their decision making. Anyone who has done a support role will know an appointment that’s lasted for 2 hours can be very intense and taxing.
What has/have been the highlight(s) of your role to date?
I think the highlights of my role are fairly invisible as I feel the role contributes to health and wellbeing for those receiving support as well as an immeasurable reduction in serious crime. Met the Police and Crime Commissioner…
How long have you worked at Jigsaw Homes?
21+ years
Describe your ‘typical’ day at work :
My team handles the Group’s formal complaints, MP and Councillor enquires, our Disrepair (Legals) service, tenant scrutiny projects and tenant satisfaction survey feedback. We also work with EMT on different review projects. Part of our role is dealing with complaints and enquires for all our service departments and I generally handle and respond to complaint escalations from customers. I work with senior managers across the Group to investigate and resolve issues for our residents. I also review our ‘insight’ data from customer feedback for any recurring themes and emerging issues to raise awareness and suggest improvements.
Which aspects of the job really get you motivated?
Problem solving. I enjoy the investigation aspect to my role and understanding the root cause of an issue. I think I would have made a cracking Detective!
What are the greatest challenges?
Dealing with our more challenging and sometimes unreasonable customers. We provide homes for some of the most vulnerable people, often with mental health issues which can affect how they communicate with us. It’s important that as a team we have empathy and patience to listen to customer views and frustrations and consider how best to manage this. I think the impact of Covid and lockdown restrictions has exacerbated this for some people, which makes our role even harder some days.
What has/have been the highlight(s) of your role to date?
There isn’t a stand out moment, but it’s always nice when you turn a situation around from a negative experience for the customer to a positive one. I’ve handled some difficult cases where I’ve had to make referrals for support and received the occasional thank you for listening and offering support.
Another highlight in my previous role was when I took part in a BBC1 documentary about the work of Housing Officers and filmed with the BBC for around 6 months. This was a great experience and showed some of the great work we deliver as a social housing provider.
How long have you worked at Jigsaw Homes Midlands?
7+ years
Describe your ‘typical’ day at work:
As the operational lead for a front line service, no two days are the same. Currently owing to the pandemic, I hold daily operational meetings at 8.00am where we discuss the emerging day’s work and review resources available. I then try to catch up with mangers individually to discuss priorities and balance resources across the several work areas. Then it’s a case of balancing daily issues as they arise with trying to review and improve performance and expenditure across the several work streams.
Which aspects of the job really get you motivated?
The desire to succeed and provide the best possible service to our tenants. I am always looking at ways in which we can improve.
What are the greatest challenges?
Trying to plan your day, owing to the fluidity that comes with managing a front line service. I would also say, having a small workforce brings a lot of challenges (believe it or not.) Having managed DLOs with over 180 technicians, it brings the same challenges as a DLO with 30 technicians – the main difference being, a bigger DLO has the ability and flexibility to cover for unplanned absences or incidents.
What has/have been the highlight(s) of your role to date?
Firstly, working with a team that is enthusiastic and conscientious is a pleasure to manage. Secondly, maintaining high levels of performance every year.
How long have you worked at Jigsaw Homes?
21+ years
Describe your ‘typical’ day at work:
My role is varied each day and includes working with stakeholders and partners within my allocated “Neighbourhood plan RED area” to better engage local residents and community groups in trying to achieve long term and sustainable outcomes, by way of running projects such as cook and eat, training sessions, work clubs, gardening groups and offering energy advice, to name a few. These projects are a way of tackling issues within the community such as children/pensioners in poverty, social isolation, mental health and wellbeing and employment and skills. The reactive part of the role is investigating Environmental improvements, dealing with fly tipping and waste issues within neighbourhoods and running themed events at sheltered schemes.
Which aspects of the job really get you motivated?
Seeing the impact that the projects we run make to peoples lives is very rewarding. We have been heavily involved in delivering food parcels and food provision to the most vulnerable throughout the previous year and will continue to work closely with the many food hubs within our communities.
What are the greatest challenges?
Still trying to engage with communities and run projects without the face to face contact and personal touch. Many of our residents lack confidence when it comes to IT so engagement virtually has not proven to be the best channel of communication for some. As a team we have had to think outside the box and tailor projects and plans to still try to reach out to the people most in need by being innovative in our approach.
What has/have been the highlight(s) of your role to date?
Setting up breakfast clubs at a number of primary schools within the neighbourhoods, which have proven to improve pupil attendance and punctuality, concentration in classes, better behaviour and strengthen the relationships between children and their teachers. Many children attend school without a breakfast and we have learned just how valuable they are to the wellbeing of school children.
How long have you worked at Jigsaw Homes?
24+ years.
Describe your ‘typical’ day at work:
It’s a really varied role and that’s what I enjoy about my job. In recent weeks my focus has been on the implementation of Northgate / CRM across the business. Providing training across the company via videos in MS Stream and live sessions via MS Teams and supporting Managers & Colleagues on the roll out of the system. I check in on the Channels in MS teams daily to see what support is needed, providing assistance where required. In the background I’m working with my team on how we can make further enhancements to the system liaising with key people across the business.
Which aspects of the job really get you motivated?
Designing 1st Touch forms, where something starts as an idea on paper and evolves into a digital form to be used around the business. I’m really fortunate to work with some amazing Developers who work their magic and put the digital form together. I then test the form, train staff how to use it and roll it out departments across the business. When I hear the feedback on how much time is saved for members of staff out on site and what significant cost savings there are, this makes me happy and I’m always really motivated to design the next form.
What are the greatest challenges?
My role is ever changing and constantly challenges me as I’m always working on new projects involving new processes / software. There are some aspects of the job that really push me out of my comfort zone which is great for my personal development. I’m lucky to work in a fantastic team who are also very good friends. We all support each other and work through any challenges that are sent our way!
What has/have been the highlight(s) of your role to date?
One that really stands out is when our IT department won the ‘Digital Team of the Year‘ award at the Digital Technology Leaders Awards Ceremony in 2017. Our department collaborate on so many different projects, it was amazing to win something that recognised us as a whole department and it was great to celebrate with colleagues in London.
How long have you worked at Jigsaw Homes?
10+ years
Describe your ‘typical’ day at work:
My day varies; I can have my whole day planned out and sometimes it goes to plan, but mostly it doesn’t. I can walk straight into Beatrix House and be hit with lots of problems, from building issues to residents waiting to see me or care staff will be queuing up with things to report.
Which aspects of the job really get you motivated?
In the early days, it was getting through the teething problems of working in a new build; making the scheme a great place to not only work in, but mainly for my residents to enjoy living there and making it their home. It’s such a busy scheme and I see lots of people and I get to listen to some great stories.
What are the greatest challenges?
Working with so many different personalities, some with mental health and dementia and not knowing what kind of reception you’re going to get from the residents from day to day. I have had to work through some really challenging ASB situations over the years. But it’s made me a stronger person myself and I’ve learnt to approach people with respect and empathy, because you don’t always know the story behind why those challenging behaviours occur.
What has/have been the highlight(s) of your role to date?
Oh I have had many highlights! I had a visit from Andy Burnham, and sat and had lunch with him from the café we have on site. We had an open day and the civic mayor of Tameside councillor Brenda Warrington came to open the scheme. Just last week Beatrix House was on BBC North West, with opera singer Elgan Thomas performing and two of my residents were interviewed - that was a really proud moment for me.
How long have you worked at Jigsaw Homes?
8+ years
Describe your ‘typical’ day at work:
I start most days with a strong cup of coffee and a quick review of my emails for any new urgent issues, emergency or incidents that need following up. I have discussions with senior leaders and managers on health and safety concerns or ideas for improvements, new projects or campaigns. I might spend time analysing and reviewing data, writing reports, or developing and reviewing procedures. Myself and my team have been heavily involved in our COVID pandemic response, supporting managers and employees and keeping everyone safe.
Which aspects of the job really get you motivated?
I passionately believe that everyone should have a safe and healthy place to live and work. Knowing we are helping to keep our employees and customers safe from injury and ill health makes me so proud. Seeing what we have all achieved by working together during the pandemic has reinforced why I love H&S and working for Jigsaw.
What are the greatest challenges?
People! Doing things the safe way and the right way, might not always be seen as the quickest, easiest or cheapest. So encouraging and promoting a change in attitude towards H&S and our personal responsibility for safety is a life long challenge.
What has/have been the highlight(s) of your role to date?
This might sounds strange but the pandemic, because while challenging, it has shone a spotlight on the importance of good H&S management in a way that has never happened before. We’ve had to use our skills, knowledge and training to help keep the business operating and everyone safe.
