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.
Our goal is to ensure you feel informed, comfortable, and confident in participating. By answering common questions, we aim to highlight the importance of your voice in shaping and improving the housing services you receive.
If you have additional questions not covered in the FAQs, please don’t hesitate to contact us.
The TSM survey was introduced by the Regulator of Social Housing (RSH). It aims to collect feedback from tenants and shared owners about the services and performance of their housing provider. This information helps ensure housing providers are delivering quality services and making improvements where necessary.
The survey is designed to give tenants and shared owners, like you, a voice in shaping the services you receive from Jigsaw. Your feedback will help identify what’s working well and highlight areas for improvement. The RSH will also use the data to assess and compare housing providers’ performance.
This year Jigsaw have appointed Kwest Research to undertake the surveys between November 2024 and February 2025. All responses will be collected and processed in compliance with data protection laws.
For the purposes of survey all results will be aggregated, meaning no individual tenant will be identifiable in the final report or through the published TSM’s. Jigsaw may however contact you to gain further insight if during the survey you indicate a certain level of satisfaction or dissatisfaction. This will assist Jigsaw to better understand the reasons for this.
If you are randomly selected to take part in the survey you will receive an invitation from Kwest Research, either by email or telephone. Accessing the survey by email can be done by clicking the link within the email you receive inviting you to take part in the survey.
The survey will cover topics such as:
- Your overall satisfaction with Jigsaw’s services.
- The quality of your home.
- How well repairs and maintenance are handled.
- Communication and engagement with tenants and shared owners.
- Neighbourhood safety and cleanliness.
The survey is designed to be quick and straightforward, taking less than 10 minutes to complete.
Participation is voluntary, but Jigsaw strongly encourage you to share your thoughts. Your feedback is vital in helping Jigsaw improve its services and ensuring your priorities are addressed.
Absolutely not. Your feedback will not impact your tenancy or the services you currently receive from Jigsaw. The survey is solely to gather insights and improve services.
Once the survey is completed, responses will be analysed, and a summary of the overall findings will be published on Jigsaw’s website and reported to the RSH in late spring 2025.
Jigsaw tenants and shared owners will start to receive the surveys from 22nd November 2024.
Invitations to take part in the survey are likely to continue until February 2025.
If you have any questions or concerns, please contact: Connect on 0300 111 1133 or at Info@jigsawhomes.org.uk
