You Said We Did: Key Performance Indicators Survey 2023

You Said We Did: Key Performance Indicators Survey 2023

At Jigsaw we monitor how we are doing by looking at important statistics about the organisation, known as Key Performance Indicators (KPIs).

It’s really important to us to be transparent with our residents and we want to share some of these important statistics, with you.

171 Jigsaw Rewards members took part in this survey in March 2023, and reviewed a list of all the Jigsaw Key Performance Indicators. They told us the five KPIs they would most like Jigsaw to update residents on in future.


You said: Your top five priorities were:

  1. Average time taken to complete a non-urgent repair
  2. Complaints responded to within the expected timescales
  3. Emergency repairs attended within 24 hours
  4. Whether customer queries (based on database records and raised after a tenant has contacted us) are completed within 3 days
  5. Information about how financially secure the organisation is – by showing the proportion of funds left after paying loan interest.


We did: Our Governance team has been working hard to make information that matches the priorities highlighted in the survey easily available for tenants to view. Their work has involved working with other departments across the Group to ensure information will be presented in an easy to understand format.

Thank you to everyone who took part in the survey.

If you would like to take part in future surveys like this then join Jigsaw Rewards, simply go to our website to join.

You can take part in as many or as few activities as you like and at a time that is convenient to you. In return, you will receive points which can be exchanged for high-street gift vouchers or credits towards your rent account.

Our members can receive over £100 in vouchers or rent credits each year.