In December 2025 we undertook a consultation with our Jigsaw Rewards members to help review our Complaints Policy.
The consultation went live on 01 December and closed on 08 December after receiving 401 responses.
You Said: 91% of responses agreed with our list of Exclusions for instances where Jigsaw Homes would not accept a formal complaint. From the 9% that disagreed, we found that many, did not agree that we may not accept an anonymous complaint.
We Did: We revised the policy expanding the section and explaining better the circumstances in which we may decide not to accept an anonymous complaint.
You Said: Almost 20% stated that extending a Stage 2 escalated complaint response to 40 working days was too long.
We Did: Complaints response timescales are set by the Housing Ombudsman’s Complaint Handling Code, and any extensions should only be used in exceptional circumstances and agreed in advance with the person raising the complaint. We usually respond to Stage 2 complaints within a maximum of 20 working days, which aligns with tenants’ preferred timescales and supports timely and fair resolution.
You Said: Some of the respondents highlighted that they have vulnerabilities and additional needs.
We Did: We recognise that some tenants and residents may face barriers in accessing our complaints process due to vulnerabilities or additional needs. To ensure we meet our responsibilities under the Equality Act 2010 and promote accessibility and inclusion, we have undertook an Equality Impact Assessment (EIA). As a result, we have strengthened the section of the policy relating to support in raising a complaint, to increase awareness of the different ways you can access the complaints process and the assistance we can provide.
We want to thank the 401 members who took part in this survey. Your feedback is invaluable to us as an organisation and plays a vital role in driving improvements to the services we provide at Jigsaw Homes.
To participate in future surveys like this, join Jigsaw Rewards by visiting rewards.jigsawhomes.org.uk. →
You can take part in as many or as few activities as you like, at a time that is convenient for you. In return, you will earn points that can be exchanged for high-street gift vouchers or credits toward your rent account.
