Recommendation 1: Agreed
Add a section to the Reasonable Adjustments page of the Jigsaw website explaining how customers can request a reasonable adjustment, including the different methods available, how information is handled securely and, where appropriate, the option to submit a request through an online form.
Agreed Action/Comments:
Jigsaw will explore the feasibility of introducing an online form to allow customers to submit service adjustment requests for review. Consideration will also be given to adding similar functionality to the Customer Portal, enabling customers to update this information directly against their records.
Once established, a communications plan will be developed to promote the service through customer communication channels including social media, email, SMS and letters. This recommendation is currently in progress and draft wording for the website has been prepared. Discussions are ongoing regarding the required data structure and technical feasibility of introducing online request functionality
Target Date: January 2027
Recommendation 2: Agreed
Incorporate first-hand accounts from tenants into the planned updates to the mandatory staff e-learning course, drawing on feedback from the Jigsaw Rewards exercise undertaken as part of this scrutiny review. Where possible, include videos from customers to bring experiences to life.
Agreed Action/Comments:
Jigsaw will work with the People Team to review customer feedback obtained through the scrutiny exercise and identify opportunities to incorporate real-life experiences and customer stories into staff training materials. Customer videos will also be explored where appropriate and consent has been obtained. Liaison with the People Team is ongoing to identify suitable customer experiences and determine how they can be incorporated into future training updates
Target Date: January 2027
Recommendation 3: Agreed
Consider hosting an additional optional staff training session, including a tenant guest speaker, focused on vulnerability and disability awareness as part of the popular “Time to Talk” programme.
Agreed Action/Comments:
Jigsaw will explore opportunities to deliver an additional “Time to Talk” session focused on vulnerability and disability awareness. Consideration will be given to involving customers with lived experience to share their perspectives and experiences with staff. Initial discussions are underway regarding the format, content and potential guest speakers for a future session
Target Date: January 2027
Recommendation 4: Agreed
Promote the availability of reasonable adjustments through customer communication channels, including social media, rent statements and other customer communications.
Agreed Action/Comments:
The website will be reviewed to provide clearer information on how customers can notify Jigsaw of service adjustments or vulnerabilities. This information will be considered for inclusion within rent statement communications and wider customer communications campaigns.
Opportunities to introduce functionality within the Customer Portal will also be explored, allowing customers to update this information directly rather than contacting the Customer Contact Centre. A review of existing communication channels and website content is underway. Options for promoting reasonable adjustments and improving customer access to update information are currently being explored
Target Date: January 2027
