Independent · not part of Connexus
Connexus complaints, compensation and disrepair claims
Your options if Connexus hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Connexus repairs
LandlordConnexus
Has Connexus been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Connexus’s repair contactsFree to check · About 2 minutes
You can complain to Connexus, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Connexus hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Connexus for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Connexus
This can get Connexus to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Connexus to put things right. In its recent decisions about Connexus, it ordered between £550 and £1,345 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much. Connexus’s own target for a routine repair is 28 working days, so a repair left longer than that is already late by its own standard.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Connexus
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Connexus asking for the repairs and compensation. Under the court rules for housing conditions claims, Connexus should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Connexus
Connexus has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Connexus
Acknowledged within 5 working days, with a written reply within 10 working days of that.
- Stage 2
Ask for a review
An independent review, with a written reply within 20 working days of acknowledgement.
- Then
Housing Ombudsman
Independent. It can order Connexus to put things right.
From connexus-group.co.uk, checked 5 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimConnexus’s record
What the regulator and Ombudsman found
Mar 2026: The regulator found serious failings, mainly gaps and unreliable information about the condition of its homes, and said it needs to give more tenants a say and improve its complaints service.
of Connexus tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Connexus in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 25 March 2026; Connexus tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Connexus
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Connexus at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled damp and mould at the property. Read the decisionMaladministration
£550 ordered - How it handled repairs to the bathroom and damage caused. Read the decisionService failure
£1,345.40 ordered
Source: Housing Ombudsman decisions.
Has Connexus let you down too? You could claim compensation.
Start your claimQuestions
Connexus complaints and claims: questions
How do I complain to Connexus about repairs?
Online: connexus-group.co.uk. By email: hello@connexus-group.co.uk. By phone: 0333 231 3233. Say what the problem is, when you reported it, and what you want done.
How long does Connexus have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a written reply within 10 working days of that. Stage 2: an independent review, with a written reply within 20 working days of acknowledgement.
Can I claim compensation from Connexus for damp and mould?
You could, if you reported it and Connexus didn’t fix it in a reasonable time. A law firm on our panel can take it up with Connexus for you.
Start your claimHas the Housing Ombudsman found Connexus at fault?
In 2024/25 the Ombudsman found maladministration in 68% of its findings about Connexus. Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with Connexus: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Connexus on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Connexus?
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Still waiting for Connexus to fix it?
About 2 minutes. No documents. Free to check.