At the beginning of January 2026, we invited members to complete our “Corporate Priorities Consultation” survey.
At Jigsaw Homes, we continually review and challenge the way we operate so we can improve services for our customers and make the best use of our resources.
This consultation was designed to provide insight into your priorities and to explain a number of initiatives aimed at enhancing our services.
The Five Initiatives
- AI & Automation
- Innovation
- Modernisation of Connect
- Regional Differences
- In-House & Contracted Services
You Said: 156 responses out of 400, chose “In-House & Contracted Services” as their top choice when asked to rank all five of the initiatives.
We Did: Jigsaw Homes will continue to review the balance of in-house and contracted services to ensure the best value for money for the organisation and our customers, especially amongst our maintenance services. In 2026, we will be recruiting two new Void Repairs Teams to reduce the cost of this work and ensure tighter quality control.
You Said: Over half (224) of responses ranked “AI & Automation” as the lowest importance when asked to rank the initiatives.
We Did: Data showed that responses wanted a more human centric service. We will carry out a further consultation in 2026 on how we might be able to use AI & Automation to compliment this and how you can raise concerns and influence our AI Policy.
You Said: Of the aspects of excellent customer service, you identified personalisation and continuity of service as areas where you felt Jigsaw Homes needs to improve.
We Did: We will review the effectiveness of our Healthy Homes Team, which provides continuity of service for our customers with damp and mould issues and identify other case types which could be handled by the team in this way. We will continue to discuss with customers any service adjustments they may need so we can personalise services we provide to them.
We want to thank the 400 members who took part in this survey, your feedback is invaluable to us as an organisation and plays a vital role in driving improvements to the services we provide at Jigsaw Homes.
If you would like to participate in future surveys like this, join Jigsaw Rewards by visiting our website at rewards.jigsawhomes.org.uk.
You can take part in as many or as few activities as you like, at a time that is convenient for you. In return, you will earn points that can be exchanged for high-street gift vouchers or credits toward your rent account.
