Introduction
Tenant Satisfaction Measures cover five themes:
- Keeping properties in good repair
- Maintaining building safety
- Effective handling of complaints
- Respectful and helpful engagement
- Responsible neighbourhood management.
Where the measure is calculated using our performance information, this is based on our annual performance between 1st April 2023 and 31st March 2024. Where the measure is based on customer feedback, this was obtained through telephone surveys conducted by independent companies in February and March 2024.
What We Measured
Tenant Satisfaction Measures Theme 1: Keeping Properties in Good Repair
What we asked customers to feedback on:
- Satisfaction with repairs
- Satisfaction with time taken to complete most recent repair
- Satisfaction that their home is well maintained
What we measured through our performance information:
- Homes that do not meet the Decent Homes Standard
- Repairs completed within our target timescale
Tenant Satisfaction Measures Theme 2: Maintaining building safety
What we asked customers to feedback on:
- Satisfaction that their home is safe
What we measured through our performance information:
- Gas safety checks
- Fire safety checks
- Asbestos safety checks
- Water safety checks
- Lift safety checks
Tenant Satisfaction Measures Theme 3: Respectful and helpful engagement
What we asked customers to feedback on:
- Satisfaction that we listen to their views and act upon them
- Satisfaction that we keep tenants informed about things that matter to them
- Their views on whether we treat tenants fairly and with respect
Tenant Satisfaction Measures Theme 4: Effective handling of complaints
What we asked customers to feedback on:
- Satisfaction with our approach to handling complaints
What we measured through our performance information:
- Complaints relative to our size of the landlord
- Complaints responded to within Complaint Handling Code Timescales
Tenant Satisfaction Measures Theme 5: Responsible neighbourhood management
What we asked customers to feedback on:
- Satisfaction that we keep communal areas clean and well maintained
- Satisfaction that we make a positive contribution to neighbourhoods
- Satisfaction with our approach to handling anti-social behaviour
What we measured through our performance information:
- Anti-social behaviour cases relative to our size of the landlord
Overall Satisfaction
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Jigsaw Homes: 69.5% are either very or fairly satisfied.
Download the report for a full analysis of our tenants’ views →
Theme 1: Keeping Properties in Good Repair
- How satisfied or dissatisfied are you with the overall repairs service from Jigsaw Homes over the last 12 months? 71.4% are either very or fairly satisfied.
- How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? 67.6% are either very or fairly satisfied.
- How satisfied or dissatisfied are you that Jigsaw Homes provides a home that is well-maintained? 67.4% are either very or fairly satisfied.
- Proportion of homes that do not meet the Decent Homes Standard: 0.3% did not meet the standard.
- Proportion of non-emergency responsive repairs completed within the target timescale: 78.1% completed within the target timescale.
- Proportion of emergency responsive repairs completed within the target timescale: 98.8%
- completed within the target timescale.
Theme 2: Maintaining building safety
- Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Jigsaw Homes provides a home that is safe? 72.2% are either very or fairly satisfied.
- Proportion of homes for which all required gas safety checks have been carried out: 99.5% completed.
- Proportion of homes for which all required fire risk assessments have been carried out: 100% completed.
- Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out: 100% completed.
- Proportion of homes for which all required legionella risk assessments have been carried out: 100% completed.
- Proportion of homes for which all required communal passenger lift safety checks have been carried out: 100% completed.
Theme 3: Respectful and helpful engagement
- How satisfied or dissatisfied are you that Jigsaw Homes listens to your views and acts upon them? 60.3% are either very or fairly satisfied.
- How satisfied or dissatisfied are you that Jigsaw Homes keeps you informed about things that matter to you? 66.3% are either very or fairly satisfied.
- To what extent do you agree or disagree with the following? “Jigsaw Homes treats me fairly and with respect.” 71.4% either strongly agree or agree.
Theme 4: Effective handling of complaints
- How satisfied or dissatisfied are you with Jigsaw Homes’ approach to complaints handling? 38.4% are either very or fairly satisfied.
- Number of stage one complaints received per 1,000 homes: 22.7
- Number of stage two complaints received per 1,000 homes: 5.7
- Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales: 65.4% completed.
- Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales: 100% completed.
Theme 5: Responsible neighbourhood management
- How satisfied or dissatisfied are you that Jigsaw Homes keeps these communal areas clean and well-maintained? 69.7% are either very or fairly satisfied.
- How satisfied or dissatisfied are you that Jigsaw Homes makes a positive contribution to your neighbourhood? 55.6% are either very or fairly satisfied.
- How satisfied or dissatisfied are you with Jigsaw Homes’ approach to handling anti-social behaviour? 53.3% are either very or fairly satisfied.
- Number of anti-social behaviour cases opened per 1,000 homes: 67.4
- Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes: 1.0
