In November 2025, we carried out a consultation with our Jigsaw Rewards members called “Connect Reporting Repairs Online”.
The consultation looked at our online services portal ‘My Jigsaw’ and the ‘iAppoint’ functionality for booking repair appointments online. We wanted to see what users thought of the system and whether there are any reasons that lead them to use our other channels for reporting repairs.
The consultation ran from 13 November 2025 to 17 November 2025, and received 400 responses.
You Said: The consultation found that 58% of respondents had never used ‘My Jigsaw’ and from these responses, 56% were not aware that you could report a repair online.
We Did: We continue to promote ‘My Jigsaw’ and repairs reporting from our website homepage. We have updated the message on our telephone line to advise callers about ‘My Jigsaw’ and our online repairs reporting service. A dedicated email to new residents after they sign up for their new home with us promotes iAppoint/My Jigsaw. We maintain a schedule of email campaigns to our residents promoting our online services. Information about ‘My Jigsaw’ continues to be included in Rent Statements and we have introduced ‘My Jigsaw/iAppoint’ promotional cards that our technicians leave with residents after repairs visits. The cards are actively rolled out to more teams.
You Said: The main reasons tenants reported for not using the Online Portal were concerns about its reliability, the level of communication and the portal not being sufficiently mobile phone friendly.
We Did: While we continue to undertake improvements to our current repairs reporting function, we do recognise the current system’s limitations. Over the course of next year, we will explore alternative products that offer an app and a better user experience overall.
You Said: Not able to report communal repairs online.
We Did: We have made the ability to report communal repairs part of the requirement for a new improved system.
Thank you to everyone who took part in the 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 Group.
If you would like to participate in future surveys like this, join Jigsaw Rewards by visiting our website at 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.
