Recommendation 1: Agreed
To help manage customer expectations, communicate to customers that repairs can sometimes take more than one visit to complete. This should be done at all repairs booking touch points (Connect, iAppoint etc.).
Action / comments:
- Our telephone contact service ‘Connect’, will incorporate this in a recorded message while the customer is waiting to speak with an advisor. Our advisors will also reiterate the message particularly with repairs that more than one visit is most likely necessary (e.g. glazing).
- iAppoint front page states that we may need to book more than one visit to complete.
Completed: March 2025
Recommendation 2: Agreed
Text and email confirmations of initial repair appointments should reiterate that repairs can sometimes take more than one visit.
Action / comments:
- The initial appointment confirmation text and email now includes “Repair may need more than one visit”.
Completed: March 2025
Recommendation 3: Agreed
To help improve the number of jobs completed in one visit, increase the character limit for repair descriptions when booking repairs using iAppoint, to allow tenants to provide more detail. Enable the functionality for tenants to be able to upload videos/images. Explore digital solutions and the option of an office-based employee to be reviewing submissions.
Action / comments:
- While we continue to undertake improvements to our current repairs reporting function, we do recognise the current system’s limitations. This functionality will form part of the requirements when we explore an alternative products that offers an enhanced customer experience.
Ongoing: March 2026
Recommendation 4: Agreed
Review the 21 survey respondents to the Jigsaw Rewards Survey who required five or more visits to resolve their repairs. Establish if there are any themes to be addressed.
Action / comments:
- Residents on the list had multiple repairs running concurrently and access was not gained on a number of these visits. With multiple repairs live at the same time, it appeared that there were multiple visits, however no individual repair was revisited more than three times.
Completed: January 2025
Recommendation 5: Agreed
After booking an appointment through iAppoint, at the end of the form/process, there should be an easy to see button to ‘book another repair’.
Action / comments:
- Once the loading screen disappears (this is just clearing down the previous repair details entered by the customer), they can click on a new repair, general enquiry etc.
Completed: March 2025
Recommendation 1: Agreed
Create an online directory of internal community events and promote the link on rent statements.
Action / Comments:
The Neighbourhood Plans page on our website is reviewed and updated quarterly with details of activities such as warm hubs, cook and eat sessions, pantries, work clubs, and arts and crafts. Diary reminders have been set to ensure updates are completed regularly.
Recommendation 2: Agreed
Introduce exit interviews or evaluations for Employment, Money Advice, and Energy Advice services to better understand customer experiences and referral routes.
Action / Comments:
- Feedback forms are routinely used by the Money Advice Team and published on the Cost of Living web page.
- Feedback forms have now been implemented by the Energy Advice and Employment Teams to gather testimonials and identify improvements.
- Service reviews for Debt and Money Advice are ongoing, with plans to introduce automated surveys via Voicescape (subject to approval and IT support).
Recommendation 3: Agreed
Encourage peer-to-peer advice sharing from residents regarding managing the cost of living.
Action / Comments:
Resident testimonials are now being collected through feedback forms and are being shared via the Cost of Living webpage and communications channels to promote peer-to-peer support.
Recommendation 4: Agreed
Extend the debt advice service across all areas where Jigsaw have homes.
Action / Comments:
An initial review has been completed and ongoing assessment of feasibility. Completion date extended to March 2025.
Recommendation 5: Agreed
Improve promotion of cost-of-living support services in low-density housing areas where resident engagement is lower.
Action / Comments:
- Continued targeted communications via email campaigns, local advertising, CEO email update, and printed materials (including rent statements).
- Explored creating a Greater Manchester-wide directory of services with GM Housing Providers; however, this was not implemented due to maintenance challenges and agreement issues across partners.
- Alternative promotion methods remain in place to ensure residents are informed.
Recommendation 1: Agreed
Review the use of Rightmove periodically, to assess if it remains the best option and/or if other options should be considered for advertising Jigsaw Direct homes.
Action / comments:
- This was considered at a policy review stage and agreed by Board on September 2024.
Completed: September 2024
Recommendation 2: Agreed
Review criteria of properties advertised on Rightmove as part of a Policy review.
Action / comments:
- Homes that meet the following criteria are advertised on Rightmove:
- Low demand
- Local lettings plan areas
- Dispersed homes
- Sensitive lets
- Rent to buy
- Raising our demand
These criteria remained in place until the policy has been reviewed and agreed in September 2024
Completed: September 2024
Recommendation 1: Agreed
A summary of the damp and condensation leaflet should be included on the reverse of rent statements every year around Autumn/Wintertime, directing people for more information to the relevant section of our website and to get in touch.
Action / comments:
- Here to help section about Mould & Condensation with a weblink and QR code pointing to the relevant section on our website was incorporated in an information sheet that accompanied the rent increase letters issued in February 2024. The same design is now ready to be rolled out with the rent statements in Oct 24 and Jan 25 respectively.
Completed: February 2024
Recommendation 2: Partially Agreed
To Enhance Damp and Condensation Awareness in Gas Services around the CP13, the feasibility of the suggestions below should be explored and all viable options implemented:
- Gas technicians to hand out damp and condensation leaflets at every service.
- Introduce a pre-emptive contact before the gas service (possibly at point of appointment booking) to ask questions about damp/mould so that the technician has upfront information and can give more time for an appointment where necessary.
- Add a question to the gas service follow up paperwork to detail if the tenant was asked about damp/mould at the visit and what was said. Similarly, residents to be asked if their gas technician spoke to them about damp and condensation as part of the satisfaction surveys after gas service appointments.
Action / comments:
- The gas technicians handing out a leaflet at every service would be unnecessary. The gas technicians will carry copies of the leaflet and offer to the tenant along with advice in cases where there is evidence of minor mould growth caused by condensation.
- Pre-emptive contact with the tenant before a gas service is not feasible due the number of resources required to administer this process.
- A CP13 survey is already in place and the gas engineer’s performance (including the accuracy of recording CP13 scores) is sample audited as part of our internal gas compliance checks.
Completed: December 2023
Recommendation 3: Agreed
Clear information to be provided about Trickle Vents. Where the damp and condensation leaflet and web pages refer to trickle vents, further clarity should be provided on what a trickle vent is, and how to use them. Content should also be reviewed for any other language that is likely to be confusing and ensure adequate clarity is provided.
Action / comments:
- Written advice on trickle vents to be reviewed and instructions for tenants on how to use them to be added.
- Jigsaw Rewards will review the language used where trickle vents are referenced, and residents will feedback their preferences so action can be taken.
- The language in our documents has previously been reviewed and amended to describe damp and mould in as clear and simple way as possible.
- Lettings Officers will demonstrate the use as part of new tenancy sign-ups.
Completed: September 2024
Recommendation 4: Partially agreed
Launch an awareness campaign to make residents aware that Jigsaw has a new approach to damp and mould. The campaign should include engaging social media content, such as YouTube videos, Facebook Live sessions and TikTok, with useful and non-judgemental advice about damp and condensation. Residents need to feel that Jigsaw will listen to them if they raise an issue.
Action / comments:
- In response to our commitment to transparent and effective assistance, we will be adding information to our website outlining our approach to tackling mould and condensation. This tenant-friendly format will be based on our Damp and Mould policy, aiming to provide clarity and manage customer expectations more effectively.
- Our website and printed material offer this information in multiple languages, addressing any concerns that language barriers may have hindered our residents from tackling this issue effectively.
- To further enhance accessibility and information availability, we are in the process of creating a dedicated hub on our website focused on mould and condensation. This hub will provide visual access to existing information, additional resources such as videos, insights into our approach, and a direct ‘get in touch’ button, all on a single, user-friendly page.
- Based on the information available on our website, we will work to create informative video(s) to support our campaign efforts.
- ‘Be prepared for Autumn’ email campaign was carried out, including valuable advice on mould and condensation.
Completed: March 2024
Recommendation 5: Agreed
Jigsaw should promote how to draught proof correctly and provide information about the difference between draughts and necessary ventilation; this should be included with the damp and condensation leaflet and webpages.
Action / comments:
- Both our website and leaflet have been updated to clearly explain how to draught proof correctly.
Completed: March 2024
Recommendation 6: Agreed
Jigsaw Rewards should review the updated damp and condensation leaflet to ensure it is easily understood before being printed.
Action / comments:
- Residents were consulted via Jigsaw Rewards on the updated leaflet design, and feedback has been incorporated.
Completed: March 2024
Recommendation 7: Agreed
The damp and condensation leaflet should be included in all new tenancy packs. An additional leaflet targeted at residents moving into new builds should be designed with extra content relevant to such properties (e.g. drying out period). This should be given out to anyone moving into a new build.
Action / comments:
- Damp and Mould leaflets are now given at all new signs ups.
- The Home User Guide for new build properties, which is issued by development, has been updated accordingly.
Completed: April 2024
