Customer Feedback Update: Q4 January – March 2023

Customer Feedback Update: Q4 January – March 2023

We are always keen to hear your feedback as this helps us to learn and understand areas where we are delivering services well and areas where we can improve.

Dissatisfaction and informal complaints

Informal complaints and dissatisfaction are recorded through our customer contact service Connect. The most common reason for dissatisfaction is unresolved repairs and property related issues.

The main theme of dissatisfaction is the time taken to fully resolve repairs, and communication to keep customers updated when repairs encounter delays. We have previously reported about the ongoing service pressures with resource availability and the knock-on effect this has had in service delivery to customers.

We have made improvements to the way we update customers when delays occur through text updates which has contributed to some improvement in the year.

We continue to maintain positive satisfaction scores from our customer feedback surveys when repairs are completed at our properties.

If you receive a customer feedback survey about our services, please take the time to leave a comment with your score – it really does help us to understand the areas which are working well and the areas where we need to consider improvements.

Formal Complaint Investigations

In most cases, the quickest and most effective way to resolve complaints or dissatisfaction is for us to try to put things right quickly, working with our managers.

However, if you remain unhappy with how your complaint has been handled, you can escalate your complaint to the formal process. More information, including the role of The Housing Ombudsman can be found here

During Quarter 4 (October to December 2022) we closed 93 complaint investigations through our formal complaints process.

In 21 cases, the customer remained unhappy with the investigation and response and escalated their complaint to the final stage of the complaints process.

Complaints (Stage 1 – Investigation) Q1 April- June 2022

Jigsaw North: 26

Jigsaw Tameside: 28

Jigsaw Midlands: 6

Jigsaw Support: 0

Total (closed cases): 60


Complaints (Stage 1 – Investigation) Q2 July-September 2022

Jigsaw North: 43

Jigsaw Tameside: 23

Jigsaw Midlands: 7

Jigsaw Support: 0

Total (closed cases): 73


Complaints (Stage 1 – investigation) Q3 October-December 2022

Jigsaw North: 45

Jigsaw Tameside: 24

Jigsaw Midlands: 5

Jigsaw Support: 0

Total (closed cases): 74


Complaints (Stage 1 – investigation)  Q4 January – March 2023

Jigsaw North: 49

Jigsaw Tameside: 37

Jigsaw Midlands: 7

Jigsaw Support: 0

Total (closed cases): 93


Complaint Investigations by Department Q4 January – March 2023

Allocations/Lettings: 5

Repairs – Compliance: 1

Repairs – Planned/Investment: 6

Repairs – Routine responsive: 50

Neighbourhood Safety (ASB): 9

Asset Management – Environmental: 4

Neighbourhood – Tenancy Matters: 3

Development/ new builds: 2

Income recovery: 5

Service charge/ leasehold: 3

Money Advice: 1

Other/ multiple issues: 4


Complaint Outcomes Q4 January – March 2023

Complaint upheld (service failure) 21

Complaint upheld in part (partial service failure) 24

Complaint not upheld (no service failure) 48


The Housing Ombudsman Service

We received five determinations from The Housing Ombudsman during this reporting period.  In one case, service failure was identified.

Case 1: The landlord’s response to a complaint about concerns with external cladding/rendering.

Determination: No service failure.


Case 2:  The landlord’s response to a complaint about damaged garden furniture.

Determination: No service failure.


Case 3: The landlord’s response to a priority re-housing request

Determination: No service failure.


Case 4: The landlord’s response to a complaint about bedroom size and classification as a bedroom

Determination: No service failure


Case 5: The landlord’s response to reports of noise nuisance


In accordance with Paragraph 52 of the Housing Ombudsman Scheme, there was no maladministration in relation to the landlord’s response to the resident’s reports of antisocial behaviour (ASB).

In accordance with Paragraph 52 of the Housing Ombudsman Scheme, there was maladministration in relation to the resident’s request to install soundproofing insulation.

In accordance with Paragraph 52 of the Housing Ombudsman Scheme, there was service failure in relation to the landlord’s complaint handling.


The landlord is ordered to pay the resident compensation in the amount of £450.

The landlord should undertake a review of the resident’s property and A’s property in order to consider noise reducing measures, including considering the instruction of a noise expert, and write to the resident with a copy to the Ombudsman within 6 weeks of this report.


The landlord should consider reviewing its practices to ensure that it considers taking appropriate steps in cases where criminal behaviour is involved and not leave action solely to the police.

The landlord should ensure it considers whether to recommend a community trigger to a resident.

The landlord should consider together with its repair staff a review of and training in relation to the Ombudsman’s Spotlight report on noise complaints.

The landlord should, in agreement with the resident and if has not done so already, record with all its services that the resident is vulnerable and the nature of any vulnerability, in order to inform the appropriate standard of response from the landlord.

The landlord should consider the resident’s current circumstances in the light of supporting evidence for rehousing.


Legal Disrepair Claims

A disrepair claim is a legal claim brought against Jigsaw Homes for an alleged failure to complete repairs at your home within a reasonable period. The Claims Management Company will usually receive a fee if you agree to pursue a claim and there will often be substantial legal costs incurred.

It is important that you are aware of all the charges that might apply to a claim if you agree to pursue one as these will usually be taken from any compensation awarded to you. If you are unsure as to the charges or your rights after entering into an agreement, we would suggest you speak with your local Citizens Advice Bureau.


Disrepair (Legal) claim outcomes for closed cases during reporting period Q4 January- March 2023

Successfully defended by landlord: 46

Settled (with costs): 24

Case dismissed at court: 0

Unsuccessful at trial: 0

Successful at trial: 1

Claim withdrawn by tenant: 8


We can help

Jigsaw Homes wants to ensure that all its tenants and residents live in homes free from any repairs.  If you have any repairs or concerns regarding your home, please contact us so we can help resolve your issues and complete any works that might be needed.

We have a robust complaints process and compensation policy. The purpose of these policies is to ensure that everyone can raise a complaint, have it thoroughly investigated and resolved quickly. We follow The Housing Ombudsman Complaint Handling Code and offer compensation where appropriate.