Recommendation 1: Agreed
Explore the external contractor platform, Plentific, to determine whether outgoing text messages can be enhanced to include the contractor company name, contact details and Jigsaw contact information.
Agreed Action/Comments:
Contact was made Plentific to explore whether this functionality could be developed and implemented. Plentific confirmed that this would require a fundamental system-wide change affecting all organisations using the platform. While they may consider this as part of future developments, the recommendation is not currently feasible to implement. The recommendation has been fully explored.
Completion Date: August 2026
Recommendation 2: Agreed
Introduce an additional text message into the repairs process, triggered automatically through the operative’s handheld device at the point of a no-access visit. This message should inform the tenant that access was attempted and provide clear instructions on how to rebook the appointment.
Agreed Action/Comments:
This recommendation was agreed. An automated text messaging service will be developed within DRS, triggered when an operative records a no-access visit. The text message will provide customers with information about the missed appointment and how to rebook.
Implementation will have a budget impact due to the increase in text messages being sent. Development work is underway to configure and implement the automated no-access text messaging service
Ongoing: October 2026
Recommendation 3: Agreed
Conduct a trial in which text reminders for non-emergency repairs are sent one week prior to the scheduled appointment across all trades and geographical areas. These reminders should include information on how tenants can rebook if they are no longer available. If successful, the process should become permanent.
Agreed Action/Comments:
This recommendation was agreed. The repairs system can be configured to send reminders a specified number of days before an appointment. Jigsaw will work with the supplier to implement this functionality. This will have a budget impact due to the increase in text messages being sent.
Progress Update:
Discussions with the supplier are ongoing to configure the repairs system and commence the trial.
Ongoing: October 2026
Recommendation 4: Agreed/Comments
Explore whether the online repairs reporting portal can allow tenants to provide details of any reasonable adjustments required for their repair. If system limitations prevent this, ensure customers are directed to an alternative reporting method at the start of the repairs process.
Agreed Action:
This recommendation was agreed for further exploration. As part of a wider review of service adjustments, consideration will be given to how reasonable adjustments can be captured. In the meantime, information can be added to the repairs portal advising customers requiring a service adjustment to submit an enquiry or contact Connect directly. The review of service adjustments is underway and options are being considered as part of this wider project.
Ongoing: October 2026
Recommendation 5: Agreed
Continue the online survey for no-access repairs on an ongoing basis to gather further trends and insights.
Agreed Action:
This recommendation was agreed. The Jigsaw Foundation Team will conduct an annual sample survey to identify trends and gather customer feedback. Findings will be shared with Asset Management to support continuous service improvement.
The previous survey was conducted in March 2026, with the next survey scheduled for March 2027. Planning is underway for the next annual survey, which will be completed and reported on in 2027
Completion Date: October 2026
