The latest Tenant Satisfaction Measures (TSMs) for 2025/26 have now been published and are available to view. Find out how Jigsaw Homes is performing on the following five themes:
- Keeping properties in good repair
- Maintaining building safety
- Effective handling of complaints
- Respectful and helpful engagement
- Responsible neighbourhood management.
Who did we survey?
Kwest Research was commissioned to undertake the survey for 2025-26 using a mixed methodology approach comprising digital methods (85% of responses) supported by telephone interviews (15% of responses). For the survey with Low Cost Home Owners, the balance of responses was approximately 53% telephone and 47% online. Surveys were carried out between November 2025 and March 2026.
Low Cost Rental Accommodation – Key Takeaways for 2025/26
- Overall satisfaction:
72.8% are either very or fairly satisfied with the service provided by Jigsaw Homes.
- Keeping properties in good repair:
76.5% are either very or fairly satisfied with the overall repairs service from Jigsaw Homes over the last 12 months.
- Maintaining building safety:
73.1% are either very or fairly satisfied that Jigsaw Homes provides a home that is safe.
- Respectful and helpful engagement:
77.3% either strongly agree or agree that Jigsaw Homes treats them fairly and with respect.
- Effective handling of complaints:
90.4% of stage one and 96.6% of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
- Responsible neighbourhood management:
68.9% are either very or fairly satisfied with Jigsaw Homes keeping communal areas clean and well-maintained.
Low Cost Home Ownership – Key Takeaways
- Overall satisfaction:
45.8% are either very or fairly satisfied with the service provided by Jigsaw Homes.
- Keeping properties in good repair:
91.1% of emergency responsive repairs were completed within the target timescale.
- Maintaining building safety:
64.7% are either very or fairly satisfied that Jigsaw Homes provides a home that is safe.
- Respectful and helpful engagement:
40.2% either strongly agree or agree that Jigsaw Homes keeps them informed about things that matter to them.
- Effective handling of complaints:
88.4% of stage one and 100% of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
- Responsible neighbourhood management:
47.7% are either very or fairly satisfied with Jigsaw Homes keeping communal areas clean and well-maintained.
How are we responding to the survey results?
Looking at the results, we are pleased to report that the majority of our tenants are satisfied with the services provided by Jigsaw.
Satisfaction with low-cost rental accommodation has improved significantly since our last survey, with notable increases across overall services, repairs and home maintenance, as well as how we listen to residents and keep them informed.
For low-cost home ownership, results have generally remained in line with the previous survey, however, there have been falls in satisfaction regarding overall service.
Working with our Board, we have identified the areas that we want to focus on to bring about improvements for our customers including;
- how we prevent and respond to anti-social behaviour,
- delivering a more consistent and transparent repairs service, and
- ensure clearer, more customer-focused communication throughout the complaints process, in line with the Housing Ombudsman’s Complaint Handling Code.
Since the survey was undertaken, we have set up a dedicate Customer Voice section on our website pulling together all the different ways our customers can contribute to decisions about our services.
Our new Customer Committee, which includes tenant members, has been established and will ensure the voice of customers is heard at a governance level. It influences decision-making across the organisation.
Visit our website for more information about Jigsaw’s Tenant Satisfaction Measures.
