Responsive Repairs

We have a responsive team made up of directly employed, fully qualified trade personnel who attend in excess of 50,000 jobs each year across a wide range of works in the North West of England.

These include:

  • Plumbing
  • Plastering
  • Joinery
  • Brickwork
  • Groundworks
  • Painting
  • Electrical
  • Gas

The service we provide to both our internal clients Jigsaw Group and Aksa Homes, as well as our external clients, assists them in achieving top quartile results in all areas of responsive and void repairs.

Our current performance in these priorities is demonstrated below:

Jigsaw Group

Priority 

 Jigsaw Group Target

Achieved 2nd Qtr.

 Out of hours make safe (2 hours)

100% 100%

Emergency (4 hours)

100%

100%

Urgent (5 working days)

100%

100%

Routine (20 working days)

99.7%

99.57%

Overall customer satisfaction

96%

95.88%

Average time to complete a repair

6 days

5.98 days

 

Aksa Homes

Priority

Jigsaw Group Target

Achieved 2nd Qtr.

Out of hours make safe (2 hours)

100% 100%

Emergency (4 hours)

100%

100%

Urgent (5 working days)

100%

100%

Routine (20 working days)

99.70%

99.63%

Customer satisfaction

95%

94.44%

Average time to complete a repair

6 days

5.98 days

 

We work to agreed timescales across four categories of work:

  • Emergency out of hours – within 2 hours
  • Emergency – within 4 hours
  • Urgent – within 5 working days
  • Routine – within 20 working days

We are consistently achieving these targets on over 99% of jobs. You can view our performance for 2014/2015 here.

Connect Call Centre 

Connect is an award winning contact centre, operating 24 hours a day, 365 days a year across Greater Manchester and Nottingham. As well as offering first line access to the Jigsaw Group, we also offer a commercial service to private landlords and external repairs contracts.

Connect was recognised as the top contact centre in the region at the North West Contact Centre of the Year Awards 2014.

Connect deals with on average over 240,000 phone calls in a year. Our customers are as varied as the services we provide. Many of our customers are vulnerable or elderly who require specific support in accessing our services.  In particular, 17% of our customers are over 65, and many of them live in our sheltered accommodation or assisted living schemes.  A further 16% of our customers are registered as disabled.

On average 94% of calls per month are answered first time by an advisor. Our staff are assessed against a selection of their recorded calls every six weeks. This takes the form of a coaching session with their immediate manager at which each of their calls is scored.  There is a target of 70% of calls to be rated as excellent. Currently between 80 - 88% of calls are rated as excellent.