Recommendation 1: Agreed
If Jigsaw’s Executive Management Team wishes to decide a scrutiny topic, this should not replace the two topics voted for by tenants and should be in addition.
Action/comments:
This recommendation was agreed. An additional topic will be arranged via a Focus Group, with panel members recruited through Jigsaw Rewards. The report will be completed by the Jigsaw Foundation Team. Recommendations will be monitored by the Jigsaw Foundation Team and progress reported to the Executive Management Team. The Scrutiny Procedure will be updated to reflect this process.
Progress Update:
This has now been incorporated into the Scrutiny Procedure and will be completed whenever EMT requests an additional topic for consultation. The two tenant-selected scrutiny topics will always be completed in addition to any EMT-requested topic.
Completion Date: April 2026
Recommendation 2: Agreed
Scrutiny panels should receive the draft final scrutiny report and have an additional 30-minute meeting to discuss it.
Agreed/Comments:
This recommendation was agreed and an additional meeting has been added to the Scrutiny Procedure. Panel members attending all four scrutiny meetings will receive an additional £10 reward, bringing the total reward available to £60.
Progress Update:
The procedure has been updated and this process has been implemented for scrutiny reviews from April 2026 onwards.
Completion Date: April 2026
Recommendation 3: Agreed
The scrutiny section of the Jigsaw website should be updated to show recommendations made by the panel, whether they have been accepted, target completion dates, confirmation when completed and explanations for any delays.
Agreed/Comments:
This recommendation was agreed. The Jigsaw Foundation Team will provide recommendation updates to Communications so that progress can be shared with residents via the Scrutiny webpage. The Scrutiny Procedure will be updated accordingly. The recommendation has been fully incorporated into the Scrutiny Procedure.
Completion Date: April 2026
Recommendation 4: Agreed
Scrutiny panel members should be informed after Board review of the report, including which recommendations have been accepted, implementation timescales and a link to the scrutiny recommendations webpage.
Agreed/Comments:
This recommendation was agreed. The Jigsaw Foundation Team will contact scrutiny panel members following Board consideration of the report. This requirement has been incorporated into the Scrutiny Procedure. The procedure has been updated. Recommendations and actions will be uploaded to the Scrutiny webpage after the Customer Committee has reviewed the next Scrutiny Board Report. As a result, the completion date was extended until September 2026
Completion Date: August 2026
Recommendation 5: Agreed
Scrutiny panel members should be given the option to record a video explaining their recommendations which can be presented to the Board.
Agreed/Comments:
This recommendation was agreed and incorporated into the Scrutiny Procedure. Residents can submit their own videos or work with the Communications Team to create a recording for Board consideration. Video footage has been captured with scrutiny panel members and is available to be shared with Board.
Completion Date: April 2026
Recommendation 6: Agreed
Jigsaw Rewards and Scrutiny should be more prominent on the Jigsaw website, ideally through a banner or advertisement.
Agreed Action/Comments:
A Scrutiny link will be promoted on the homepage when appropriate, taking account of other campaigns and seasonal priorities. Scrutiny information is available through the website’s main menu, Resident Services section, dedicated webpages and Scrutiny news category.
Completion Date: April 2026
Recommendation 7: Agreed
Jigsaw should introduce a Customer Committee as part of its governance structure.
Agreed Action:
A Customer Committee will be established during Quarter 1 of 2026. Recruitment was completed in May 2026 and the Customer Committee is now fully established.
Completion Date: May 2026
Recommendation 8: Agreed
The quarterly CEO e-newsletter should be promoted through rent statements using a QR code and shared with Housing for Over-55s Scheme Coordinators for display on notice boards.
Agreed Action:
This recommendation was agreed in part. Where space permits, a QR code will be included on rent statements. Posters promoting the newsletter will be displayed in Over-55s schemes and printed copies made available on request. QR codes were included on the April rent statements. Posters have been distributed to Over-55s schemes and additional copies can be printed on request.
Completion Date: April 2026
