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.
Achieving stretch target
Q4 2025-26 99%
The target measures the percentage of emergency repairs that have been made safe within 24 hours of being reported.
January – March is a busy season for emergency repairs (9,233 completed) and performance remained strong.
On Target
Q4 2025-26 11.5 working days
Jigsaw completed over 37,000 repairs in the quarter with an average timescale close to the Group’s stretch target.
Achieving stretch target
Q4 2025-26 92.43%
Satisfaction levels with repairs in Q4 rose to the highest level in five years, reflecting progress made with service reliability.
On Target
Q4 2025-26 88.9%
Several weeks after moving into a Jigsaw home, customers receive an automated phone or text survey. This helps us address issues new tenants may be having in their home.
On Target
Q4 2025-26 0.23%
The Decent Home Standard (DHS) is set by Government and helps ensure homes are free from hazards and have modern facilities in good condition. Jigsaw monitors the quality of its homes through surveys and when visiting to carry out gas services. Homes that require major repairs, such as roof replacements, may not meet the DHS until the replacement work is complete and are recorded here.
Below Target
Q4 2025-26 56.7%
We are committed to improving satisfaction levels and will ensure follow-up calls are increased to residents who reported dissatisfaction. This approach helps to understand the reasons for feedback and where possible inform service improvements. Jigsaw is also implementing an ASB improvement plan to ensure consistent quality services are in place. 
On Target
Q4 2025-26 73%
Each day, a sample of callers to our Connect contact centre receive an automated telephone or text survey. The customer is asked how many contacts it has taken to resolve their issue.
On Target
Q4 2025-26 90%
Jigsaw has adopted the Housing Ombudsman’s Complaint Handling Code which sets timescales for responding to complaints. Nine out of ten complaints handled by Jigsaw comply with these timescales.
