Customer feedback – Q1: April to June 2021

Customer feedback

We use customer feedback to help us to learn and understand areas in which we are delivering services well and others which we can improve.

You can give feedback by:

  • responding to satisfaction surveys
  • making complaints and compliments
  • giving information to our Connect Advisors when you  call us with enquires
  • taking part in Jigsaw Rewards activities.

Dissatisfaction and informal complaints

Despite the continuing impact of resuming to normal service delivery following Covid-19 restrictions, we continue to see positive satisfaction scores in most areas – but we can always improve.

Our customer contact system and the way informal complaints and dissatisfaction are recorded allows us to get more from the data we record when you call our Connect Contact Centre.

In May we also introduced classification options to our customer satisfaction surveys so you can quickly tell us the main reason for your score. The additional comments are really important to us and help us to understand the key areas we need to work on. For example, one area for improvement we have identified is the way we communication with you about the progress of reported repairs when we are unable to fully resolve the issue on the first visit.

If you receive a survey, please take the time to leave a comment with your score – it really does make a difference.

Formal complaints

In most cases, the quickest and most effective way to resolve complaints or dissatisfaction is for us to work with you and our managers to find an informal solution.

However, if you remain unhappy with how your complaint has been handled, you can ask for your complaint to be escalated to the formal process. More information can be found here

Between April and June 2021 (Quarter 1) we investigated 28 complaints through our formal complaints process.

In six of those cases, the customer remained unhappy with the investigation and response and escalated their complaint to the final stage of the internal process – Review. In all but one case, the reviewing manager was satisfied with the complaint investigation and outcome, with one case partially upheld on further review.

Complaint investigations this quarter mainly relate to repair and property maintenance service delivery. In cases where formal investigations highlight service failure or partial service failure, appropriate remedies are applied and learning is shared with senior managers to consider as part of service improvement planning.

Complaints (investigations) in Q1

Jigsaw Homes North – 20

Jigsaw Homes Tameside – 8

Jigsaw Homes Midlands – 0

Complaints investigations by department

Allocations/lettings – 2

Repairs – planned investment – 2

Repairs – routine responsive – 13

Environmental – 1

Neighbourhood Safety – 5

Tenancy Matters – 1

Development/New Builds – 1


Other – 1

Complaint outcomes

Complaint upheld – 4 (14%)

Complaint upheld in part – 9 (32%)

Complaint not upheld – 15 (54%)


Housing Ombudsman service

We received one determination from The Housing Ombudsman during the quarter period April to June 2021.

Case A ‐ Complaint regarding handling of anti-social behaviour and repair matters. Determination: No maladministration found on both matters.