In January 2025, 150 Jigsaw Rewards members participated in a survey about Jigsaw Homes’ Connect team Customer Service Pledge. A summary of the feedback from this survey can be found below.
The survey revealed that 67% of participants were unaware that Jigsaw’s Connect team had a Customer Service Pledge, yet 72% believed that having this type of pledge was beneficial.
Additionally, 92% of participants agreed that when contacting Connect, they received good and engaging customer service.
You Said: Tenants wanted the pledge to be readily available for viewing and easier to access.
We Did: The Customer Service Pledge will be published on the Jigsaw Homes Group website and included in new tenant sign-up packs.
You Said: Jigsaw colleagues need to receive more training on the Customer Service Pledge.
We Did: We are introducing a new tool-box talk that will be issued to all customer-facing staff.
You Said: Connect staff should consider personal circumstances, as some tenants felt that they were not cared for.
We Did: All Connect staff have recently undertaken training for Jigsaw Homes’ service adjustments policy. This means staff are now informed about the appropriate questions to ask and the procedures to follow if a tenant discloses additional needs or a vulnerability. This also includes how to log this information in Jigsaw’s systems.
Thank you to everyone who took part in the survey.
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.
Our members can receive over £150 in vouchers or rent credits each year.
