Scrutiny recommendations

Recommendation 1:Agreed
If Jigsaw’s Executive Management Team wishes to decide a scrutiny topic, this should not replace the two topics voted for by tenants and should be in addition.

Action / comments: 
This recommendation was agreed. An additional topic will be arranged via a Focus Group, with panel members recruited through Jigsaw Rewards. The report will be completed by the Jigsaw Foundation Team. Recommendations will be monitored by the Jigsaw Foundation Team and progress reported to the Executive Management Team. The Scrutiny Procedure will be updated to reflect this process.

Progress Update
This has now been incorporated into the Scrutiny Procedure and will be completed whenever EMT requests an additional topic for consultation. The two tenant-selected scrutiny topics will always be completed in addition to any EMT-requested topic.

Completion Date April 2026

Recommendation 2: Agreed
Scrutiny panels should receive the draft final scrutiny report and have an additional 30-minute meeting to discuss it.

Agreed / Comments
This recommendation was agreed and an additional meeting has been added to the Scrutiny Procedure. Panel members attending all four scrutiny meetings will receive an additional £10 reward, bringing the total reward available to £60.

Progress Update
The procedure has been updated and this process has been implemented for scrutiny reviews from April 2026 onwards.

Completion Date April 2026

Recommendation 3: Agreed

The scrutiny section of the Jigsaw website should be updated to show recommendations made by the panel, whether they have been accepted, target completion dates, confirmation when completed and explanations for any delays.

Agreed / Comments
This recommendation was agreed. The Jigsaw Foundation Team will provide recommendation updates to Communications so that progress can be shared with residents via the Scrutiny webpage. The Scrutiny Procedure will be updated accordingly. The recommendation has been fully incorporated into the Scrutiny Procedure.

Completion Date April 2026

Recommendation 4: Agreed
Scrutiny panel members should be informed after Board review of the report, including which recommendations have been accepted, implementation timescales and a link to the scrutiny recommendations webpage.

Agreed / Comments
This recommendation was agreed. The Jigsaw Foundation Team will contact scrutiny panel members following Board consideration of the report. This requirement has been incorporated into the Scrutiny Procedure. The procedure has been updated. Recommendations and actions will be uploaded to the Scrutiny webpage after the Customer Committee has reviewed the next Scrutiny Board Report. As a result, the completion date was extended until September 2026

Completion Date August 2026

Recommendation 5:Agreed
Scrutiny panel members should be given the option to record a video explaining their recommendations which can be presented to the Board.

Agreed / Comments
This recommendation was agreed and incorporated into the Scrutiny Procedure. Residents can submit their own videos or work with the Communications Team to create a recording for Board consideration. Video footage has been captured with scrutiny panel members and is available to be shared with Board.

Completion Date April 2026

Recommendation 6: Agreed
Jigsaw Rewards and Scrutiny should be more prominent on the Jigsaw website, ideally through a banner or advertisement.

Agreed Action/ Comments
A Scrutiny link will be promoted on the homepage when appropriate, taking account of other campaigns and seasonal priorities. Scrutiny information is available through the website’s main menu, Resident Services section, dedicated webpages and Scrutiny news category.

Completion Date April 2026

Recommendation 7: Agreed
Jigsaw should introduce a Customer Committee as part of its governance structure.

Agreed Action
A Customer Committee will be established during Quarter 1 of 2026. Recruitment was completed in May 2026 and the Customer Committee is now fully established.

Completion Date May 2026

Recommendation 8. Agreed
The quarterly CEO e-newsletter should be promoted through rent statements using a QR code and shared with Housing for Over-55s Scheme Coordinators for display on notice boards.

Agreed Action
This recommendation was agreed in part. Where space permits, a QR code will be included on rent statements. Posters promoting the newsletter will be displayed in Over-55s schemes and printed copies made available on request. QR codes were included on the April rent statements. Posters have been distributed to Over-55s schemes and additional copies can be printed on request.

Completion Date April 2026

Recommendation 1: Agreed
Add a section to the Reasonable Adjustments page of the Jigsaw website explaining how customers can request a reasonable adjustment, including the different methods available, how information is handled securely and, where appropriate, the option to submit a request through an online form.

Agreed Action/ Comments
Jigsaw will explore the feasibility of introducing an online form to allow customers to submit service adjustment requests for review. Consideration will also be given to adding similar functionality to the Customer Portal, enabling customers to update this information directly against their records. Once established, a communications plan will be developed to promote the service through customer communication channels including social media, email, SMS and letters. This recommendation is currently in progress and draft wording for the website has been prepared. Discussions are ongoing regarding the required data structure and technical feasibility of introducing online request functionality

Target Date January 2027

Recommendation 2:  Agreed
Incorporate first-hand accounts from tenants into the planned updates to the mandatory staff e-learning course, drawing on feedback from the Jigsaw Rewards exercise undertaken as part of this scrutiny review. Where possible, include videos from customers to bring experiences to life.

Agreed Action/ Comments
Jigsaw will work with the People Team to review customer feedback obtained through the scrutiny exercise and identify opportunities to incorporate real-life experiences and customer stories into staff training materials. Customer videos will also be explored where appropriate and consent has been obtained. Liaison with the People Team is ongoing to identify suitable customer experiences and determine how they can be incorporated into future training updates

Target Date January 2027

Recommendation 3: Agreed
Consider hosting an additional optional staff training session, including a tenant guest speaker, focused on vulnerability and disability awareness as part of the popular “Time to Talk” programme.

Agreed Action/ Comments
Jigsaw will explore opportunities to deliver an additional “Time to Talk” session focused on vulnerability and disability awareness. Consideration will be given to involving customers with lived experience to share their perspectives and experiences with staff. Initial discussions are underway regarding the format, content and potential guest speakers for a future session

Target Date January 2027

Recommendation 4: Agreed
Promote the availability of reasonable adjustments through customer communication channels, including social media, rent statements and other customer communications.

Agreed Action / Comments
The website will be reviewed to provide clearer information on how customers can notify Jigsaw of service adjustments or vulnerabilities. This information will be considered for inclusion within rent statement communications and wider customer communications campaigns. Opportunities to introduce functionality within the Customer Portal will also be explored, allowing customers to update this information directly rather than contacting the Customer Contact Centre. A review of existing communication channels and website content is underway. Options for promoting reasonable adjustments and improving customer access to update information are currently being explored

Target Date January 2027

Recommendation 1: Agreed
Explore the external contractor platform, Plentific, to determine whether outgoing text messages can be enhanced to include the contractor company name, contact details and Jigsaw contact information.

Agreed Action / Comments
Contact was made Plentific to explore whether this functionality could be developed and implemented. Plentific confirmed that this would require a fundamental system-wide change affecting all organisations using the platform. While they may consider this as part of future developments, the recommendation is not currently feasible to implement. The recommendation has been fully explored.

Completion Date August 2026

Recommendation 2: Agreed
Introduce an additional text message into the repairs process, triggered automatically through the operative’s handheld device at the point of a no-access visit. This message should inform the tenant that access was attempted and provide clear instructions on how to rebook the appointment.

Agreed Action/ Comments
This recommendation was agreed. An automated text messaging service will be developed within DRS, triggered when an operative records a no-access visit. The text message will provide customers with information about the missed appointment and how to rebook. Implementation will have a budget impact due to the increase in text messages being sent. Development work is underway to configure and implement the automated no-access text messaging service

On-going October 2026

Recommendation 3: Agreed
Conduct a trial in which text reminders for non-emergency repairs are sent one week prior to the scheduled appointment across all trades and geographical areas. These reminders should include information on how tenants can rebook if they are no longer available. If successful, the process should become permanent.

Agreed Action / Comments
This recommendation was agreed. The repairs system can be configured to send reminders a specified number of days before an appointment. Jigsaw will work with the supplier to implement this functionality. This will have a budget impact due to the increase in text messages being sent.

Progress Update
Discussions with the supplier are ongoing to configure the repairs system and commence the trial.

Ongoing October 2026

Recommendation 4: Agreed / Comments
Explore whether the online repairs reporting portal can allow tenants to provide details of any reasonable adjustments required for their repair. If system limitations prevent this, ensure customers are directed to an alternative reporting method at the start of the repairs process.

Agreed Action
This recommendation was agreed for further exploration. As part of a wider review of service adjustments, consideration will be given to how reasonable adjustments can be captured. In the meantime, information can be added to the repairs portal advising customers requiring a service adjustment to submit an enquiry or contact Connect directly. The review of service adjustments is underway and options are being considered as part of this wider project.

On-going: October 2026

Recommendation 5: Agreed
Continue the online survey for no-access repairs on an ongoing basis to gather further trends and insights.

Agreed Action
This recommendation was agreed. The Jigsaw Foundation Team will conduct an annual sample survey to identify trends and gather customer feedback. Findings will be shared with Asset Management to support continuous service improvement. The previous survey was conducted in March 2026, with the next survey scheduled for March 2027. Planning is underway for the next annual survey, which will be completed and reported on in 2027

Actioned : October 2026

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