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, up to 2025 Q3 (October-December 2025).
If you would like to know more about how we are performing, please email: info@jigsawhomes.org.uk.
On Target
Floor: 97%
Stretch: 99%
(Q3 2025: 98.9)
The target measures the percentage of emergency repairs that have been made safe within 24 hours of being reported.
On Target
Floor: 15 working days
Stretch: 10 working days
(Q3 2025: 10.2 working days)
Our repairs team has worked well to reduce the average time we take to complete non-emergency repairs to close to 10 days.
On Target
Floor: 88%
Stretch: 92%
(Q3 2025: 91.5%)
Each day, a sample of customers who have had a repair completed receive an automated phone or text survey. We track satisfaction levels and reasons for dissatisfaction so we can address any issues identified.
On Target
Floor: 80%
Stretch: 90%
(Q3 2025: 86.3%)
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
Floor: 1%
Stretch: 0%
(Q3 2025: 0.38%)
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.
On Target
Floor: 65%
Stretch: 83%
(Q3 2025: no data. Q2: 69%)
Following the completion of an ASB case, the customer receives an automated telephone or text survey. The surveys did not operate in Q3 2025 and have been re-established in Q4. 
On Target
Floor: 67%
Stretch: 75%
(Q3 2025: 73.2%)
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
Floor: 85%
Stretch: 100%
(Q3 2025: 94.2%)
Jigsaw has adopted the Housing Ombudsman’s Complaint Handling Code which sets timescales for responding to complaints.
