Registered providers must ensure their approach to handling complaints is simple, accessible and publicised.
- Complaints Policy compliant with The Housing Ombudsman Complaint Handling Statutory Code
- Housing Ombudsman Statutory Code self-assessment published on website
- Ombudsman Complaints Performance & Service Improvement Report
- Complaints can be made via Connect, writing, social media, email or a third party
- Staff Training/guidance – February 2024.
Complaints training included in new starter induction
Jigsaw is committed to providing its customers with an excellent service, however we recognise there can be occasions when a customer may feel dissatisfied with their interaction with us and wish to make a complaint regarding this. Our complaints process is overseen by the Chief Executives’ department.
Our complaints policy, which is designed to meet the requirements of the Housing Ombudsman’s Complaint Handling Statutory Code, is reviewed annually using input from customers and is available on our website.
Jigsaw uses what it learns from complaints handling as an opportunity to improve its service delivery. On a quarterly basis, details of complaint learning, including Housing Ombudsman Service determinations, are published on our website.
We also monitor the volume of complaints per 1000 homes along with our performance against the Housing Ombudsman’s Complaint Handling Statutory Code.
Information on how to make a complaint to Jigsaw Homes is available on our website or through the Connect service. Our policy is a two-stage process designed to meet the requirements of the Housing Ombudsman’s Complaint Handling Statutory Code.
Details on how to contact the Housing Ombudsman Service are provided to all complainants. On a quarterly basis, details of complaint learning, including Housing Ombudsman Service determinations, are published on our website.
We are required to tell our regulator if we are non-compliant, or potentially non-compliant, with these consumer standards.
We have internal processes in place to identify if we are not compliant with the consumer standards, and work on the principle of co-regulation.
