Jigsaw Homes

The Housing Ombudsman is the independent body that investigates complaints about social landlords. When it finds a landlord got things wrong, it makes a finding of "maladministration" — or "severe maladministration" for the most serious failings. Its figures are for Jigsaw Homes Group Limited, the parent of the three Jigsaw landlords — formerly Adactus, New Charter Homes and Gedling Homes.^[5]

The 2025-26 performance report. The report covers 42 cases the Ombudsman decided between 1 April 2025 and 31 March 2026, with 100 findings.^[1] As the Ombudsman set out the rate: "The number of 'Mal' findings recorded for Jigsaw Homes Group Limited is 51, which gives the Maladministration rate of 52.6% (51 / 97)." The rate counts 97 of the 100 findings, leaving out those outside the Ombudsman's jurisdiction. The national rate was 62%, and 52% for landlords of a similar size and type.^[1] None of the year's findings was severe maladministration.^[1]

“The number of 'Mal' findings recorded for Jigsaw Homes Group Limited is 51, which gives the Maladministration rate of 52.6% (51 / 97).”^[1]

Housing Ombudsman Service, Landlord Performance Report 2025/2026 – Jigsaw Homes Group Limited (15 September 2026)

What the complaints were about. Responsive repairs was the largest category, with 39 of the 100 findings, just ahead of managing relations with 37. Complaint handling (30 findings) and damp and mould (12) were the most common sub-categories.^[1]

Orders and compensation. The Ombudsman made 100 orders, and records all 100 due in the year as complied with within three months. Its headline compensation figure — ordered and recommended combined — was £12,320. There were no complaint handling failure orders.^[1]

The rate over three years. The Ombudsman's restated figures put the rate at 57% in 2023-24 and 55% in 2024-25, so it has fallen in each of the last two years.^[1]

Earlier damp and mould cases. In a decision dated 18 July 2024, the Ombudsman found "severe maladministration in the landlord’s handling of the resident’s reports of damp and mould".^[6] It ordered £1,100 in compensation and a policy review, so that Jigsaw inspects when damp and mould is first reported rather than waiting four weeks.^[6] In October 2024 it found maladministration in another damp and mould case and ordered £300.^[7]

“In accordance with Paragraph 52 of the Scheme, there was severe maladministration in the landlord’s handling of the resident’s reports of damp and mould.”^[6]

Housing Ombudsman Service, Jigsaw Homes Group Limited (202322838) — Housing Ombudsman decision (18 July 2024, 202322838)

What Jigsaw says it has done. In its 2025-26 complaints report, Jigsaw says it reviewed its repairs service in response to an Ombudsman spotlight report (its review of an issue common to many landlords). It reports that the share of Stage 1 complaints answered within the Ombudsman's code timescales rose from 84% in 2024-25 to 90% in 2025-26.^[8]

The Regulator of Social Housing (RSH) is the government body that checks social landlords meet required standards. It grades landlords on three scales, where the lowest number is the strongest grade:

• governance (G1 to G4) — how well a landlord is run;
• financial viability (V1 to V4);
• consumer standards (C1 to C4), graded separately since 2024 — the homes and services tenants actually get.

Jigsaw Homes holds the top grades for governance and viability. In its most recent judgement, published on 17 December 2025, the regulator graded Jigsaw G1 for governance — "Our judgement is that the landlord meets our governance requirements."^[2] — and V1 for viability: "Our judgement is that the landlord meets our viability requirements and has the financial capacity to deal with a wide range of adverse scenarios."^[2] The judgement records that the regulator gave the same two grades in January 2025.^[2]

“Our judgement is that the landlord meets our governance requirements.”^[2]

Regulator of Social Housing (GOV.UK), Jigsaw Homes Group Limited (LH4345) - Regulatory Judgement: 17 December 2025 (17 December 2025)

“Our judgement is that the landlord meets our viability requirements and has the financial capacity to deal with a wide range of adverse scenarios.”^[2]

Regulator of Social Housing (GOV.UK), Jigsaw Homes Group Limited (LH4345) - Regulatory Judgement: 17 December 2025 (17 December 2025)

No consumer grade yet. That judgement was a stability check of Jigsaw's governance and finances. It did not assess Jigsaw against the consumer standards, and the regulator lists its consumer grade as not yet assessed.^[2] That absence is not a failing in itself. A governance grade measures how the organisation is run, not the state of any home — for that, the Housing Ombudsman's findings for Jigsaw are the record.^[1]

No regulatory notice. Separately from these grades, there is no regulatory notice — a formal published finding of a breach — in force against Jigsaw Homes Group Limited, and the regulator's page for it lists only its judgements.^[3] Grades are reviewed from time to time and may change — the date above is the one that matters.

A housing association's repair duties are just as strong as a council's — and they do not depend on its track record.

Repairs. Under section 11 of the Landlord and Tenant Act 1985, Jigsaw must keep the structure and exterior of your home in repair — the roof, walls, windows and doors — and keep the installations for heating, hot water, gas, electricity, water and sanitation in proper working order. This applies to almost every tenancy and cannot be signed away in a tenancy agreement.

Fitness for human habitation. Under the Homes (Fitness for Human Habitation) Act 2018 (section 9A of the 1985 Act), your home must also be fit to live in — free from serious hazards, including damp and mould that could harm your health.

Awaab's Law. Awaab's Law now sets legally binding timescales for social landlords, housing associations included, to investigate hazards such as damp and mould and make homes safe — the disrepair page sets them out.^[9]

Jigsaw's own repair timescales. Jigsaw sorts repairs into four priorities, each with a published target time, which the disrepair page lists.^[12]

Where to report and complain. Report a repair online through the customer portal at my.jigsawhomes.org.uk, or by phone if it is an emergency, and report damp and mould to Jigsaw's Healthy Homes team.^[12] Complaints go through Jigsaw's two-stage complaints process.^[14]