Foundation News

Making the most of customer feedback

Making the most of customer feedback

Customer feedback is important to us as it helps us to learn and understand areas where we are delivering services well and areas where we can improve.

You can give feedback by:

  • responding to satisfaction surveys,
  • making complaints and compliments,
  • giving information to our Connect Advisors when you call us with enquires
  • taking part in Jigsaw Rewards activities.

So far, despite the continuing impact of Covid-19 restrictions on some of our usual service delivery, it is reassuring to see that we continue to maintain positive satisfaction scores – but we can always improve.

Feedback from residents ranges from ‘I am satisfied with the service’, and ‘thanks for the e-mail arranging everything’ to ‘nobody phoned me’ and ‘I have called you again’.

Our new customer contact system, implemented in December 2020, and the way informal complaints and dissatisfaction are now recorded, allows us to get more from the data we analyse.

To get the most out of your feedback, we are improving the way you respond to satisfaction surveys. 

We will shortly be changing the surveys we issue through an automated call or follow up text message system, to include classification options, so you can quickly tell us the main reason for your score.  The additional comments are really important to us and will help us understand what we need to work on.

Previously, we have published the number of investigations into customer complaints received over a whole year, but we are now going to share these on a quarterly basis (three months) as part of our ongoing pledge to be open and transparent.

In most cases, the quickest and most effective way to resolve complaints or dissatisfaction is for us to work with you and our managers to find an informal solution.

However, if you remain unhappy with how your complaint has been handled, you can ask for your complaint to be escalated to the formal process. More information can be found here https://www.jigsawhomes.org.uk/complaints/

Between April and December 2020 we investigated 66 complaints through our formal complaints process, which are shown below.

Complaints (Investigations)

 

Q1 Apr-Jun

Q2 Jul-Sep

Q3 Oct-Dec

Total

North

13

22

24

59

Midlands

3

2

2

7

 

Complaints outcomes

 

Q1 Apr-Jun

Q2 Jul-Sep

Q3 Oct-Dec

Complaint upheld

7 (44%)

0

7 (27%)

Complaint not upheld

8 (50%)

20 (83%)

16 (62%)

Complaint upheld in part

1 (6%)

4 (17%)

3 (12%)

 

Complaints Investigations by Department (Apr-Dec 2020)

 

North

Midlands

Total

Allocations/Lettings

7

0

7

Planned/Investment works

4

0

4

Responsive routine repairs

24

4

28

Neighbourhood Safety

10

1

11

Tenancy Matters

4

0

4

Development/New Build

2

0

2

Income Management

6

1

7

Other

2

1

3

The next set of figures to be published will now be from January to March 2021, so please look out for those coming soon.

Another way you can get involved and provide feedback is through our Jigsaw Rewards activities. If you haven’t already registered, you can find out more here https://rewards.jigsawhomes.org.uk

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