At Jigsaw, we believe residents should have a genuine say in the services they receive and the communities they live in. Tenant consultation is a vital part of how we listen, learn and improve. We use a range of engagement methods to ensure that residents can share their views in ways that are accessible, convenient and meaningful.
We recognise that every resident is different, so we provide a variety of ways to get involved. These include:
- Online surveys and consultations through our Jigsaw Rewards platform.
- Resident-led scrutiny projects that review and challenge our services.
- Local meetings, community events and neighbourhood engagement activities.
- Postal surveys and telephone engagement for residents who prefer non-digital methods.
- Feedback opportunities linked to specific projects, policies and service improvements.
- Consultation on building safety arrangements in higher-risk buildings.
Our consultation process is designed to ensure resident feedback directly influences decision-making.
- Listen – We gather feedback through surveys, consultations, meetings, scrutiny activities and day-to-day conversations with residents. We actively seek input from a broad range of customers and make additional efforts to engage underrepresented groups.
- Analyse – Responses are reviewed to identify trends, priorities and opportunities for improvement. We use resident feedback alongside performance data, Tenant Satisfaction Measures and neighbourhood information to understand what matters most to residents.
- Act – Insights from consultation are used to inform service improvements, shape strategies, influence neighbourhood investment decisions and support regulatory compliance. Resident-led scrutiny recommendations are presented to senior leaders and governance committees for consideration and action.
- Report Back – We are committed to transparency and accountability. Through our “You Said, We Did” approach, we regularly share how resident feedback has influenced decisions and improvements, ensuring residents can see the impact of their involvement.
Tenant consultation helps us:
- Deliver services that reflect residents’ needs and expectations.
- Improve customer satisfaction and service quality.
- Make better-informed decisions about homes, neighbourhoods and community investment.
- Ensure services are fair, inclusive and accessible to all residents.
- Meet the requirements of the Regulator of Social Housing and other relevant legislation.
- Strengthen trust, transparency and accountability between Jigsaw and its residents
Most importantly, consultation gives residents a real voice in shaping the future of Jigsaw. By working together, we can create better homes, stronger communities and services that genuinely respond to the people who use them.
