We are always keen to hear your feedback – good or bad – as this provides us with insight to help us learn and shape the services we deliver to you.
You can check out some of the changes we’ve made based on your feedback below. If you would like to be more involved with providing feedback, join our Jigsaw Rewards community where you’ll get to take part in surveys on different topics – https://rewards.jigsawhomes.org.uk/
Complaints
We are committed to providing an excellent service to our tenants and residents. However, we realise that things can occasionally go wrong and you may want to raise a complaint about the service you have received from us.
When handling complaints, our policy is designed to meet the requirements of the Housing Ombudsman Complaint Handling Statutory Code. Information about raising a complaint and our Complaints Policy can be found on our website or by contacting our Connect Team – https://www.jigsawhomes.org.uk/information-article/complaints/
You can contact the Housing Ombudsman Service at any point during the complaint process. It cannot investigate your complaint whilst your complaint is going through our internal complaints procedure, however The Ombudsman may be able to help you and your landlord reach a resolution.
Contact details for The Housing Ombudsman are detailed below.
Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
0300 111 3000
https://www.housing-ombudsman.org.uk/contact-us
This quarter, your feedback told us..
That the most common reason for dissatisfaction and complaints is unresolved repairs and property related issues followed by handling of anti-social behaviour issues.
We know the overall learning theme is communication and keeping you informed when we encounter delays delivering a service and when we use external contractors to carry out some of our repairs, this is an area where good communication can be a particular issue.
A specific learning theme was identified relating to performance issues with our out‑of‑hours call handling contractor.
In response, we have…
- Continued with our ‘deep dive’ on repairs exercise linked to our Asset Management delivery plans.
- Launched a new system designed to make it easier to book, track and complete repairs carried out by contractors. Its aim is to provide clear visibility of contractor activity, so once a repair is raised, the system shows which contractor has been assigned, when they’ve made an appointment with residents, and any updates along the way.
- Actions were implemented to improve out of hours call handling quality and performance, including the introduction of regular performance review meetings, additional staff training, and the prioritisation of call queues. Since these actions were introduced, we have seen improvements in both the quality and consistency of out‑of‑hours call handling.
Complaints activity and performance – Quarter 3 October – December 2025
During quarter 3, we raised 383 stage 1 complaints and 131 stage 2 escalated complaints at the final stage of the complaints process.
Stage 1 complaints raised:
Jigsaw Homes Midlands: 33
Jigsaw Homes North: 193
Jigsaw Homes Tameside: 157
Total: 383
Stage 2 complaints raised:
Jigsaw Homes Midlands: 16
Jigsaw Homes North: 66
Jigsaw Homes Tameside: 49
Total: 131
Complaint outcomes
Of the 383 stage 1 cases closed in the period (in almost 60%), we found no service failure with the handling of the complaint issue and in 38% of cases we upheld or upheld in part the complaint.
In 9 cases, the customer withdrew the complaint, and in 5 cases we did not follow the complaints process and raised the issue as a new service request.
Complaint handling performance
For a case to be compliant with the Housing Ombudsman Statutory Code two criteria apply. For stage 1 we must acknowledge the complaint within five working days of receipt and respond within ten working days unless agreed extension applies. At stage 2, we must acknowledge the escalated complaint within five working days and respond within 20 working days unless agreed extension applies.
Compliance performance for stage 1 complaints in quarter 3 is 92%. We continue to support teams through training and guidance to improve performance compliance. In addition, a weekly report is issued to senior managers to monitor complaint activity in their service areas.
Compliance performance for stage 2 (final stage) in quarter 3 is 98% (124 closed cases). Non-compliance is due to the stage 2 acknowledgement not being sent to the customer within the 5 working day timescale.
Housing Ombudsman activity
In quarter 3, we received 10 requests for evidence for cases referred to the Ombudsman where the resident has requested independent review of their complaint following final response.
In the same period, we received 9 Ombudsman determinations. Details of each determination is set out below.
| Company | Determination |
| JHN | Service failure with the handling of the resident’s reports of damage to the kitchen cupboard. No maladministration in the landlord’s complaint handling. |
| JHT | No maladministration in the landlord’s handling of the resident’s reports of noise nuisance. Service failure in the landlord’s complaint handling due to a delayed stage 1 response. |
| JHM | Service failure in the landlord’s handling of the resident’s reports of ASB. Service failure in the landlord’s complaint handling. We have accepted the determination relating to handling of the reported ASB. We have requested further review of the complaint handling determination as the landlord has not previously been given opportunity to investigate and respond to the point failures have been identified (residents purchase of CCTV). |
| JHT | Maladministration in the handling of damp and mould works and the associated complaint. |
| JHN | Maladministration in the handling of the condition of the property. Reasonable redress in the handling of the arrears on the account. Maladministration in the complaint handling. We have requested review of the determination relating to condition of property on new let. |
| JHM | Maladministration in the handling of reports of ASB/removal of items in a communal area. Service failure in the complaint handling. |
| JHT | Maladministration in the handling of boiler issues. Service failure in the complaint handling. |
| JHT | Maladministration in the handling of the damp and mould, a roof leak and damage to personal belongings. No maladministration in the complaint handling. |
| JHT | Maladministration in the handling of reports of damp and mould. No maladministration in the handling of a request for a management move. No maladministration in the handling of concerns about staff conduct. Service failure in the complaint handling. |
Housing Ombudsman compliance
In all cases the landlord ensures compliance with Ombudsman orders and recommendations to prevent complaint handling orders for non-compliance.
Disrepair/Housing Conditions Claims
A disrepair/housing condition claim is a legal claim brought against Jigsaw Homes for an alleged failure to complete repairs at your home within a reasonable period. The Claims Management Company will usually receive a fee if you agree to pursue a claim and there will often be substantial legal costs incurred.
It is important that you are aware of all the charges that might apply to a claim if you agree to pursue one as these will usually be taken from any compensation awarded to you. If you are unsure as to the charges or your rights after entering into an agreement, we would suggest you speak with your local Citizens Advice Bureau.
We can help
Jigsaw Homes wants to ensure that all its tenants and residents live in homes free from any repairs. If you have any repairs or concerns regarding your home, please contact us so we can help resolve your issues and complete any works that might be needed.
We have a robust complaints process and compensation policy. The purpose of these policies is to ensure that everyone can raise a complaint, have it thoroughly investigated and resolved quickly. We follow The Housing Ombudsman Complaint Handling Code and offer compensation where appropriate.
Disrepair – new cases received Q3 October – December 2025
Jigsaw Homes Midlands: 1
Jigsaw Homes North: 19
Jigsaw Homes Tameside: 32
Total: 52
Disrepair outcomes Q3 October – December 2025 (closed cases in the reporting period)
Successfully defended: 49
Settled: 31
Total closed cases: 86
