In July, Jigsaw Rewards members took part in the “Pay-By-Link Consultation” survey.
The survey explored how our residents pay their rent and how we can make the process easier using their unique AllPay Pay-By-Link.
You Said: The survey revealed that only 35% of those who responded knew how to use the AllPay Pay-By-Link to pay their rent. When asked how we could improve this, 57% suggested sending an email directly to residents.
We Did: We have prioritised communications about the Pay-By-Link through email alongside with channels such as social media updates, the Jigsaw Homes webpage and the My Jigsaw portal. Based on your feedback:
- Pay-By-Links are sent by emails to customers every quarter.
- The Pay-By-Links are now included in the rent statement and all revenue correspondence.
These steps will ensure residents are better informed about the Pay-By-Link and understand its benefits and convenience.
You Said: 88% of respondents agreed with our approach to encouraging residents to pay their rent by Direct Debit. Therefore, we want to look at ways to make it more appealing and easier for people to switch.
We Did: We are actively developing a self-service setup via a secure link, with plans to integrate this feature into the My Jigsaw portal within the next six months. We are also exploring reward-based incentives, such as prize draws, to encourage uptake and those already paying by Direct Debit.
Additionally, we’ve also introduced email notifications for Direct Debit changes, ensuring customers are alerted immediately to any updates. This improves transparency but also supports Jigsaw’s commitment to a more carbon-friendly footprint by reducing paper correspondence.
You Said: Residents who took part in the survey also expressed concerns about vulnerable customers and payment flexibility.
We Did: We have committed to providing clear guidance, flexible payment options (including four week cycles) and personalised support for elderly or digitally excluded residents to build confidence and remove barriers. We will:
- Conduct affordability assessments at the start of all new tenancies.
- Undertake detailed income and expenditure reviews when agreeing repayment terms.
- Review all outgoing communication to ensure it’s clear, simple to understand and transparent.
The changes ensure that every customer receives tailored support and has easy access to the tools and information they need.
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.
