We are always keen to hear your feedback – good or bad – as this provides us with insight to help us learn and shape the services we deliver to you.
You can check out some of the changes we’ve made based on your feedback below. If you would like to be more involved with providing feedback, join our Jigsaw Rewards community where you’ll get to take part in surveys on different topics – https://rewards.jigsawhomes.org.uk/
Complaints
We are committed to providing an excellent service to our tenants and residents. However, we realise that things can occasionally go wrong and you may want to raise a complaint about the service you have received from us.
When handling complaints, our policy is designed to meet the requirements of the Housing Ombudsman Complaint Handling Statutory Code. Information about raising a complaint and our Complaints Policy can be found on our website or by contacting our Connect Team – https://www.jigsawhomes.org.uk/information-article/complaints/
You can contact the Housing Ombudsman Service at any point during the complaint process. It cannot investigate your complaint whilst your complaint is going through our internal complaints procedure, however The Ombudsman may be able to help you and your landlord reach a resolution.
Contact details for The Housing Ombudsman are detailed below.
Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
0300 111 3000
info@housing-ombudsman.org.uk
https://www.housing-ombudsman.org.uk/contact-us
This quarter, your feedback told us..
That the most common reason for dissatisfaction and complaints is unresolved repairs and property related issues followed by handling of anti-social behaviour issues.
We know communication and keeping you informed when we encounter delays delivering a service is one of the common themes and when we use external contractors to carry out some of our repairs, this is an area where good communication can be a particular issue.
Another focus area for us is ensuring that we hold up-to-date information about our residents including information about any vulnerabilities or additional needs so wherever possible, we can adjust our service delivery appropriately as required.
In response, we have…
- Recruited dedicated contractor planner roles to support the monitoring and management of contractor works.
- Planned a ‘deep dive’ on repairs exercise linked to our Asset Management delivery plans.
- As a result of learning from a complaint raised by a resident, we now stock adapted temporary toilets for residents with mobility issues when a main toilet requires repair and is out of use.
Complaints activity and performance: Quarter 1 April-June 2025
During quarter 1, we raised 378 stage 1 complaints and 108 stage 2 escalated complaints at the final stage of the complaints process.
Stage 1 complaints raised:
Jigsaw Homes Midlands: 24
Jigsaw Homes North: 215
Jigsaw Homes Tameside: 139
Total: 378
Stage 2 complaints raised:
Jigsaw Homes Midlands: 4
Jigsaw Homes North: 61
Jigsaw Homes Tameside: 43
Total: 108
Complaint outcomes
Of the stage 1 cases closed in this period (377), we found no service failure with the handling of the complaint issue in just over half of cases (54%).
In 43% of cases, we upheld or upheld in part the customers complaint. In 8 cases the customer withdrew the complaint.
Complaint handling performance
For a case to be compliant with the Housing Ombudsman Statutory Code two criteria apply. For stage 1 we must acknowledge the complaint within five working days of receipt and respond within ten working days unless agreed extension applies. At stage 2, we must acknowledge the escalated complaint within five working days and respond within 20 working days unless agreed extension applies.
Compliance performance for stage 1 complaints in quarter 1 is 88%. We continue to support teams through training and guidance to improve performance compliance. In addition, a weekly report is issued to senior managers to monitor complaint activity in their service areas.
Compliance performance for stage 2 (final stage) in quarter 1 is 89%. Non-compliance is due to some stage 2 acknowledgements not being sent to the resident within the 5 working day timescale.
Housing Ombudsman activity
In quarter 1 we received 9 requests for evidence for cases referred to the Ombudsman where the resident has requested independent review of their complaint following final response.
In the same period, we received 11 Ombudsman determinations. Details of each determination is set out below.
| Company | Complaint | Determination |
| Case 1: Jigsaw Homes Midlands | The landlord’s handling of the registration of the resident’s shared ownership property with the Land Registry and the handling of the sale of the property. | Maladministration. Orders pay the resident compensation of £850 comprising:£600 for distress and inconvenience arising from its failings in the handling of the registration of the property and the handling of the sale.£250 for distress and inconvenience, time, and trouble arising from the failings in its complaint handling.The landlord may deduct any compensation already paid in respect of this complaint within its complaint’s procedure.Within 8 weeks to undertake and complete a review of this case to understand why the issues occurred. |
| Case 2: Jigsaw Homes Tameside | Landlord’s handling of residents reports the windows had not been cleaned for 2 years. | No Maladministration. |
| Case 3: Jigsaw Homes Tameside | The landlord’s response to the resident’s reports of damp and mould and a request to replace the wet room. The associated complaint handling. | Service failure in response to report of damp and mould. The landlord has made an offer of reasonable redress that satisfactorily puts right the complaint handling failures. Orders and recommendations Orders Pay £50 compensation offered in the complaint handling. Pay an additional £50 for a missed repair target. Recommendation Contact the resident to discuss the ongoing issues related to damp and mould. |
| Case 4: Jigsaw Homes Tameside | The condition of the property when let and the landlord’s handling of associated repair issues. The landlord’s handling of the resident’s rent account. The landlord’s handling of the complaint. | There was service failure by the landlord in respect of the condition of the property when let and its handling of associated repair issues. The landlord has made an offer of redress prior to investigation in relation to its handling of the rent account, which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. The landlord has made an offer of redress prior to investigation in relation to its handling of the complaint, which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. Orders and recommendations Orders a. Write to the resident to apologise for the failings identified. b. Pay the resident an additional £150 in recognition of the distress and inconvenience caused by the failings in its handling of the condition of the property when let and associated repairs. c. Confirm the outcome of the resident’s request that it installs a light at the front of the property, if it has not already done so. d. Clarify the changes it has made to its void checking process following the complaint. Recommendations a. The landlord pays the resident £190 compensation as previously offered as the findings of reasonable redress were made on the basis that this is paid. b. The landlord considers inspecting loft spaces to identify access points during the void process or considers completing a pest control inspection in cases where the property is left in a very poor condition. c. The landlord considers completing a full check of the gas installations where a property is left in a very poor condition before reletting. |
| Case 5: Jigsaw Homes Tameside | The landlord’s response reports of damp and mould. | Maladministration. Ordered to pay the resident £300 to reflect the distress and inconvenience caused by its failure to explain its position regarding reported damage to belongings and to contact the resident to discuss concerns regarding personal items damaged by damp. |
| Case 6: Jigsaw Homes North | The landlord’s handling of the resident’s reports of damp and mould in the bathroom, toilet repairs and complaint handling. | Maladministration in the handling of the resident’s reports of damp and mould in the bathroom, and in the handling of the complaint. Service failure in the handling of the resident’s reports of toilet repairs. Landlord ordered to provide a written apology to the resident for the failings identified within the report and pay the resident £500 compensation. The Ombudsman also recommended contact with the resident to obtain accurate and up-to-date details of vulnerabilities. |
| Case 7: Jigsaw Homes North | The landlord’s response to the resident’s request for repairs to the gardens and complaint handling. | Maladministration. Ordered to provide written apology to resident, pay £1200 compensation, part of which can be offset against previous compensation and undertake a review of failures identified in the report. |
| Case 8: Jigsaw Homes North | Handling of reports of a leak and shower tray repairs and the complaint. | Maladministration in the handling of the reports of a leak and shower tray repairs. The landlord has offered reasonable redress in relation to its complaint handling identified during the complaints process. |
| Case 9: Jigsaw Homes Midlands | Response to the resident’s reports of issues with car parking and complaint handling. | No maladministration with the response to the resident’s reports of issues with car parking. There was service failure with the landlord’s complaint handling. Ordered to pay £75 for time, trouble and inconvenience caused by the complaint handling which can be partially offset against compensation already paid. |
| Case 10: Jigsaw Homes North | The decision to remove residents belongings from the communal hallway. | Outcome of landlord’s request for review of previous determination of maladministration. Landlords review successful. Original decision of maladministration overturned. Orders removed. |
| Case 11: Jigsaw Homes North | Disrepair matters. | Outside of Ombudsman jurisdiction (legal Disrepair case at court stage). |
Housing Ombudsman compliance
In all cases the landlord ensures compliance with Ombudsman orders and recommendations to prevent complaint handling orders for non-compliance.
Disrepair/Housing Conditions Claims
A disrepair/housing condition 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.
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.
Disrepair: new cases received in Q1 April -June 2025
Jigsaw Homes Midlands: 5
Jigsaw Homes North: 27
Jigsaw Homes Tameside: 30
Total: 62
Disrepair outcomes Q1 April-June 2025 (closed cases in the reporting period)
Successfully defended: 45
Settled: 14
Total closed cases: 59
