We are always keen to hear your feedback 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..
- 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.
- An area we are continuing to focus on 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 are…
- Continuing with our ‘deep dive’ on repairs exercise linked to our Asset Management delivery plans.
- Completing a self-assessment against the Housing Ombudsman’s “Spotlight on: Repairs – Repairing Trust” report to undertake a gap analysis, mapping our current repairs approach, policies, and communication standards against the Ombudsman’s key expectations and recommendations
Complaints activity and performance – Quarter 2 July – September 2025
During quarter 2 we raised 398 stage 1 complaints and 129 stage 2 escalated complaints at the final stage of the complaints process.
| Company | Stage 1 complaints raised |
| Jigsaw Homes Midlands | 30 |
| Jigsaw Homes North | 213 |
| Jigsaw Homes Tameside | 155 |
| Total | 398 |
| Company | Stage 2 complaints raised |
| Jigsaw Homes Midlands | 9 |
| Jigsaw Homes North | 68 |
| Jigsaw Homes Tameside | 52 |
| Total | 129 |
Complaint outcomes
Of the stage 1 cases closed in the period (398) in just over half of cases (53%) we found no service failure with the handling of the complaint issue and in 45% of cases we upheld or upheld in part the customers complaint. In 8 cases the customer withdrew the complaint and in 2 cases we did not follow the complaints process and raised the issue as a new service request.
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 2 is 89%. 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 2 is 92%. Non-compliance is due to some stage 2 acknowledgements not being sent to the resident within the five working day timescale.
Housing Ombudsman activity
In Quarter 2, we received 13 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 10 Ombudsman determinations. A summary of each determination is set out below.
| Company | Determination |
| JHT | In consideration of the handling of ASB, there was no maladministration but a maladministration finding with the handling of a managed move request. |
| JHN | In consideration of the handling of a report about staff conduct there was no maladministration and a finding of reasonable redress with the handling of a leak following disrepair works through the internal complaint handling. |
| JHN | In consideration of the request for redecoration of the property and reimbursement for a damaged item there was no maladministration. |
| JHT | In consideration of the handling of a leak following a storm and request for compensation there was no maladministration. |
| JHN | In consideration of the handling of reports of pests there was maladministration finding, however no maladministration with the handling of a rent enquiry and with complaint handling. |
| JHN | In consideration of the handling of a report of low water pressure there was no maladministration and a finding of service failure for the handling of repairs to a car park gate. |
| JHM | In consideration of the handling of repairs and complaint handling there was service failure. |
| JHT | In consideration of the handling of ASB and a managed move request there was a finding of maladministration and service failure with complaint handling. There were no failings with concerns about staff conduct. |
| JHN | In consideration of the handling of a second report about repairs to a car park gate there was a finding of service failure. |
| JHN | In consideration of the handling of reports of a water pressure issue and hot water, there was a finding of service failure. |
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 Q2 July – September 2025 | |
| Jigsaw Homes Midlands | 3 |
| Jigsaw Homes North | 17 |
| Jigsaw Homes Tameside | 31 |
| Total | 51 |
| Disrepair outcomes Q2 July – September 2025 (closed cases in the reporting period) | |
| Successfully defended | 64 |
| Settled | 14 |
| Withdrawn | 3 |
| Total closed cases | 81 |
