The meeting was attended by three Jigsaw customers, including the Chair Paul Joyce, a representative of Chorley Borough council and three Jigsaw Board members, including Brian Moran, the Group Chief Executive.
The following items were discussed and decisions reached.
Executive Update
The Committee discussed overall performance, including complaints and cases that go to the Housing Ombudsman. From Ombudsman feedback, some themes were identified: pest control and co-ordination of contractor repairs appointments. The Committee noted that Jigsaw has made a significant investment in an IT system that is helping improve this aspect of communication with customers.
Repairs ‘Deep Dive’
The Group Director of Asset Management presented a thorough review of Jigsaw’s repairs service, at a time when customer satisfaction and operational performance are improving. The Committee heard that a repair is completed on a Jigsaw property every four minutes.
The Committee noted plans to address two issues:
- The level of no access repairs visits – currently one-in-five visits result in repairs operatives unable to gain access to the home to do the work.
- A small number of properties have a disproportionately high number of repairs – more than 20 per year.
Knowing our customers
The Committee considered a report with a statistical overview of who lives in Jigsaw’s properties, noting that it challenged myths around social housing customers, such as the proportion who work and who come from overseas.
The Committee noted the importance of continuing to collect comprehensive information on customer requirements that may impact how Jigsaw delivers its services.
Customer Communication and Accessibility
The Committee was pleased to see that Jigsaw has carried out research into the usability of its website involving Jigsaw Support and Over 55s customers. As a result, Jigsaw has a practical action plan to strengthen the accessibility of its web services.
Tenant Scrutiny – repairs no access and emergency timescales
The Committee welcomed this high-quality report from the scrutiny panel, which has made constructive recommendations, in particular to reduce the instance of no-access visits.
Jigsaw Rewards
The Operations Director of Neighbourhoods presented the findings of a review of the representativeness of Jigsaw Rewards participants. In general, participants are representative of the wider customer-base, with some targeted activities in place to increase male participation and engage older residents.
In 2025-26, Rewards members took part in 47 surveys and activities, providing over 9,000 responses. Surveys ranged from policy reviews, to service improvements and voting on Jigsaw Foundation funding bids.
Conclusion
The Chair concluded by asking participants how they felt this first meeting had gone. There was a consensus the customer service issues were given appropriate prominence and that discussion was constructive. The Chair looked forward to the Customer Voice increasingly influencing the issues brought forward for discussion.
