Our customer service key performance indicators (KPIs) measure how effectively are services are being delivered and meeting your expectations.
Since 2025, our Board has set two targets for each KPI:
- Floor target (red line): the level below which we may put in place formal measures, reported to our Board, to improve performance.
- Stretch target (green line): the level at and above which the service is performing exceptionally.
The charts below show performance (blue line) quarterly over time.
If you would like to know more about how we are performing, please email: info@jigsawhomes.org.uk.
On target
Q1 2026-27 98.9%
This target measures the percentage of emergency repairs that have been made safe within 24 hours of being reported. 5,500 emergency repairs were completed in April, May and June (Quarter 1).
On Target
Q1 2026-27 11.3 working days
Over 35,000 non-emergency repairs were completed in the quarter, with the average time to complete remaining close to our ‘stretch’ target.
On target
Q1 2026-27 91.75%
Our customers’ satisfaction levels with the repairs service remained high in Quarter 1.
Achieving Stretch Target
Q1 2026-27 90.2%
Several weeks after moving into a Jigsaw home, customers receive an automated phone or text survey. Satisfaction is high and this survey helps us address causes of dissatisfaction early in a tenancy.
On Target
Q1 2026-27 0.16%
The Decent Homes Standard (DHS) is set by Government and helps ensure homes are free from hazards and have modern facilities in good condition. Jigsaw is carrying out a major programme of stock condition surveys to help identify any properties not complying with this standard. The number that do not comply remains low and they are mostly empty awaiting major repairs.
Below Target
Q1 2026-27 54.8%
The Anti-Social Behaviour service remains a focus for improvement for Jigsaw. We are introducing a new telephone survey in September with the goal of gaining a better understanding of the underlying causes of dissatisfaction and taking action to address them. Close to 750 new ASB cases were reported to Jigsaw in the quarter.
On Target
Q1 2026-27 73%
Each day, a sample of callers to our Connect contact centre receive an automated telephone or text survey. The customer is asked about the call, including how many contacts it has taken to resolve their issue. We continue to achieve our target of resolving the majority of calls with a single contact.
Below Target
Q1 2026-27 78%
Jigsaw’s target is based on timescales set in the Housing Ombudsman’s Complaint Handling Code. We saw a fall in performance in quarter 1 with some complaints not acknowledged within the set time period, and some responses taking longer than 10 days. Our complaints team provides support to our managers to help them acknowledge and respond promptly to customer complaints.
