Independent · not part of Connexus
Connexus repairs: how to report a repair, phone numbers and timescales
How to report a repair to Connexus: the repairs phone number and emergency line, reporting a repair online, and how long Connexus has to fix it. Connexus’s own target for routine repairs is 28 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: connexus-group.co.uk
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
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Connexus’s emergency line is here.
How to report
Reporting a repair to Connexus
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Connexus misses its own target, complain. You may also be able to claim.
- Emailhello@connexus-group.co.uk
- Web chat and WhatsAppUse the chat icon on the Connexus website.
- Social media@weareconnexus (include photos or video for damp and mould)
Emergency repairs
When to call Connexus straight away
Phone Connexus straight away if anything puts someone in danger or leaves your home unsafe. Book repairs weekdays 8:30am to 5pm (Wednesday from 9:30am). Call this number for emergency repairs. The number is in Connexus’s repair contacts.
- 01No water, electricity, heating or hot water (with no backup like an immersion heater)
- 02Your only toilet not working
- 03A water leak you can’t control, or water getting into sockets or light fittings
- 04Faulty smoke or carbon monoxide alarms (not battery changes)
- 05Ground-floor outside doors, windows or locks that won’t secure
- 06All lights out in communal areas of a block of flats
- 07Blocked or leaking drains in blocks of flats where there’s a risk of flooding
- 08Unsafe floors, stairs or handrails that are an immediate danger
What counts as an emergency, from connexus-group.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Connexus.
Timescales
How long Connexus has to fix it
Connexus’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Connexus’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency and out of hours | 24 hoursMade safe, and repaired if possible. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working daysCompleted within 1 to 5 working days. | No fixed legal limit unless it’s a hazard |
| Routine | 28 working daysCompleted within 1 to 28 working days. | No fixed legal limit unless it’s a hazard |
| Major or complex | 60 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from connexus-group.co.uk, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 working days ago? That’s past Connexus’s own target. You could claim compensation.
Start your claimYour options
If Connexus doesn’t fix it: your options
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 complain to ConnexusYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Connexus
Every social landlord 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.
Connexus’s record
How Connexus performs on repairs
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 the repairs service in 2024/25.
of the Ombudsman’s findings about Connexus in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Connexus
- How it handled damp and mould at the property.Maladministration
£550 ordered - How it handled repairs to the bathroom and damage caused.Service failure
£1,345.40 ordered
Sources: Regulator of Social Housing judgement, 25 March 2026; Connexus tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Connexus’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Connexus repairs: questions
What is Connexus’s repairs number?
0333 231 3233. Book repairs weekdays 8:30am to 5pm (Wednesday from 9:30am). Call this number for emergency repairs.
What is Connexus’s emergency or out of hours repairs number?
0333 231 3233 (Repairs line). Book repairs weekdays 8:30am to 5pm (Wednesday from 9:30am). Call this number for emergency repairs.
Can I report a repair to Connexus online?
Yes, at connexus-group.co.uk/contact-page-book-repair. Online form for non-emergency repairs. Phone for emergencies.
How long does Connexus have to fix a repair?
Its own targets run from 24 hours (emergency and out of hours) to 60 working days (major or complex). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Connexus tenants?
Since 27 October 2025, Connexus must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire.
How do I complain about a repair to Connexus?
Complain to Connexus first, online, by email (hello@connexus-group.co.uk) or by phone on 0333 231 3233. Acknowledged within 5 working days, with a written reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Connexus?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Connexus for you. It’s free to check.
Start your claimIs Report Repair part of Connexus?
No. Report Repair is independent and not part of Connexus or any council or housing association. We show Connexus’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Connexus has to fix, by problem
Not Connexus?
Other landlords in the Midlands
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Reported a repair to Connexus and still waiting?
About 2 minutes. No documents. Free to check.