Independent · not part of Hexagon Housing Association
Hexagon Housing Association complaints, compensation and disrepair claims
Your options if Hexagon Housing Association hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkRepairs and phone numbers: Hexagon Housing Association repairs
LandlordHexagon Housing Association
Has Hexagon Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Hexagon’s repair contactsFree to check · About 2 minutes
You can complain to Hexagon Housing Association, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Hexagon Housing Association hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Hexagon 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 Hexagon
This can get Hexagon to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Hexagon to put things right.
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. Hexagon’s own target for a routine repair is 28 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 Hexagon Housing Association
- 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 Hexagon Housing Association asking for the repairs and compensation. Under the court rules for housing conditions claims, Hexagon 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 Hexagon Housing Association
Hexagon Housing Association has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Hexagon
Contacted within 5 working days, with a full reply normally within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a full reply normally within 20 working days of that, by someone not involved at stage 1.
- Then
Housing Ombudsman
Independent. It can order Hexagon to put things right.
From hexagon.org.uk, checked 9 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimHexagon’s record
What the regulator and Ombudsman found
Aug 2025: The regulator found some weaknesses, mainly a repairs service that wasn’t effective or timely enough, shown by low tenant satisfaction and complaints, and gaps in board reporting on safety actions and damp and mould cases.
of Hexagon tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Hexagon in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 27 August 2025; Hexagon tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Hexagon
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Hexagon Housing Association at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled reports of a communal leak. Read the decisionSevere maladministration
- How it handled heating repairs. Read the decisionMaladministration
Source: Housing Ombudsman decisions.
Has Hexagon let you down too? You could claim compensation.
Start your claimQuestions
Hexagon Housing Association complaints and claims: questions
How do I complain to Hexagon Housing Association about repairs?
Through its complaints page: hexagon.org.uk. By email: Complaints@hexagon.org.uk. By phone: 020 8778 6699. Say what the problem is, when you reported it, and what you want done.
How long does Hexagon Housing Association have to reply to a complaint?
Stage 1: contacted within 5 working days, with a full reply normally within 10 working days of that. Stage 2: acknowledged within 5 working days, with a full reply normally within 20 working days of that, by someone not involved at stage 1.
Can I claim compensation from Hexagon Housing Association for damp and mould?
You could, if you reported it and Hexagon didn’t fix it in a reasonable time. A law firm on our panel can take it up with Hexagon for you.
Start your claimHas the Housing Ombudsman found Hexagon Housing Association at fault?
In 2024/25 the Ombudsman found maladministration in 73% of its findings about Hexagon. 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 Hexagon Housing Association: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Hexagon 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 Hexagon?
Other landlords in London
- Hillingdon Council complaints and claimsCouncil
- Hounslow Council complaints and claimsCouncil
- Islington and Shoreditch Housing Association complaints and claimsHousing association
- Islington Council complaints and claimsCouncil
- Notting Hill Genesis complaints and claimsHousing association
- Peabody complaints and claimsHousing association
- Phoenix Community Housing complaints and claimsHousing association
- RHP complaints and claimsHousing association
Still waiting for Hexagon Housing Association to fix it?
About 2 minutes. No documents. Free to check.