In August, more than 3,000 of our tenants took part in a survey to measure Tenant Satisfaction.
The survey found that overall, 68% of tenants are very or fairly satisfied with Jigsaw as their landlord.
The key results are as follows:
Overall satisfaction
Key result:
68% of tenants are very or fairly satisfied overall with Jigsaw.
What we learned:
The things that influence overall tenant satisfaction the most are:
- the property and its condition;
- the repairs service;
- that tenant views are listened to and acted on; and
- complaints handling.
Home and maintenance
Key result:
71% of tenants are very or fairly satisfied with the repairs service.
65% of tenants are very or fairly satisfied with their home.
What we learned:
- Tenants that contact Jigsaw more frequently and have had more repairs carried out to their homes are less satisfied.
- Tenants living in houses or in maisonettes were found to be less satisfied with their home than tenants living in flats or bungalows.
Neighbourhood
Key results:
73% of tenants are very or fairly satisfied with their neighbourhood.
50% of all tenants say they are very or fairly satisfied with Jigsaw’s approach to handling anti-social
behaviour.
What we learned:
- Close to one in three tenants say they are neither satisfied or dissatisfied with Jigsaw’s approach to handling anti-social behaviour.
- Tenants who live in more deprived areas are less satisfied with their neighbourhood.
- Tenants who have previously reported anti-social behaviour are far less satisfied with their neighbourhood.
- Tenants who live in areas where Jigsaw’s homes are concentrated are less satisfied with their neighbourhood.
Communication
Key result:
53% of tenants are very or fairly satisfied that Jigsaw listens to their views and acts upon them.
What we learned:
- Tenants who are more involved with Jigsaw are less satisfied that Jigsaw listens to tenant views and acts upon them.
- More than one in five tenants are neither satisfied or dissatisfied that Jigsaw listens to tenant views and acts upon them.
An automated telephone service was used to enable respondents to complete a survey directly on their phone, inputting answers to voiced questions through numbered options or instead choosing to complete a web-based survey accessed from a link sent in a text message.
Two survey types were set up, each presenting some of the questions asked in a different order to try to ensure that a good response was achieved for all questions asked in the survey.
The survey ran for six days with 52% of responses received via telephone and 48% from completions of the web-based survey.
