Connexus

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. The findings below concern Connexus Homes Limited, the housing association this page is about.^[2]

The 2025-26 performance report. The Ombudsman's report on Connexus covers 10 cases decided between 1 April 2025 and 31 March 2026. It recorded a maladministration rate of 46.4% — 13 of 28 findings, a count that includes service failure.^[3] The national rate was 62%, and the rate the report gives for landlords of a similar size and type was 52%.^[3]

“The number of 'Mal' findings recorded for Connexus Homes Limited is 13, which gives the Maladministration rate of 46.4% (13 / 28).”^[3]

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

Severity, orders and compensation. None of the findings was severe maladministration, and complaint handling was the most common sub-category.^[3] The Ombudsman made 24 orders and 7 recommendations, and its report shows £6,815 in compensation ordered or recommended. Connexus complied with every order due in the year within three months.^[3]

Fewer cases for its size, and earlier rates. In 2025-26 the Ombudsman received 4.7 cases per 1,000 Connexus homes, against a median of 5.4 for landlords of a similar size and type.^[3] The same report gives Connexus's rate as 73% across 8 cases in 2023-24, and 68% across 13 cases in 2024-25.^[3]

In individual cases. In February 2026 the Ombudsman found maladministration in how Connexus handled damp and mould in a family's bungalow. It ordered an apology, compensation and a surveyor's inspection.^[6] In November 2025 it found maladministration over the condition of a home when a tenant moved in.^[7] Two other cases concerned damp, and heating and hot water. In both, it found that what Connexus had offered through its own complaints process put things right, in the damp case provided the compensation is paid.^[8][9]

“There was maladministration by the landlord in its handling of damp and mould at the property.”^[6]

Housing Ombudsman Service, Connexus Homes Limited (202519857) (10 February 2026, 202519857)

Connexus's response. Connexus's board says its 2025-26 complaints performance fell short of the standards it set itself, with too many Stage 1 answers late. It also points to 98% of Stage 2 reviews answered within its policy timescales or an agreed extension.^[10]

The Regulator of Social Housing (RSH) is the government body that checks social landlords meet required standards. It grades consumer standards — the homes and services tenants get — from C1 (the strongest) to C4. It separately grades governance (G1 to G4) and financial viability (V1 to V4).

Connexus's consumer grade is C3. The regulator set it after an inspection completed in March 2026, the first time it has graded Connexus on consumer standards. In its judgement of 25 March 2026 it said: "Our judgement is that there are serious failings in the landlord delivering the outcomes of the consumer standards and significant improvement is needed."^[1]

What the regulator found. It found serious failings against two standards. Under the Safety and Quality Standard, Connexus could not show that its stock condition surveys had consistently assessed potential hazards. Its information about its homes was not always reliable. Under the Transparency, Influence and Accountability Standard, it did not know enough about tenants' diverse needs.^[1]

Repairs and complaints. The regulator also found that the repairs service needs to improve, and that Connexus often misses the Ombudsman's complaint timescales.^[1]

Where the regulator found strengths. It found high compliance with landlord health and safety duties. It said damp and mould is a particular challenge because of the age and nature of Connexus's homes, and that Connexus needs to keep strengthening its approach. But Connexus meets the required timescales to investigate and fix it.^[1]

Governance and viability. The judgement moved governance from G1 to G2: "Our judgement is that the landlord meets our governance requirements but needs to improve some aspects of its governance arrangements to support continued compliance."^[1] Viability stayed at V2. The regulator said investment in existing homes is putting pressure on Connexus's finances.^[1]

“Our judgement is that the landlord meets our governance requirements but needs to improve some aspects of its governance arrangements to support continued compliance.”^[1]

Regulator of Social Housing (GOV.UK), Connexus Homes Limited (LH4353) - Regulatory Judgement: 25 March 2026 (25 March 2026)

What Connexus says it has done. Connexus says the regulator accepted its improvement action plan shortly after the judgement. It says it has launched a new framework for tenants to influence its services, and is reviewing the condition of its homes with outside specialists.^[4]

No regulatory notice. There is no regulatory notice — a formal published finding of a breach — in force against Connexus; the regulator's page lists only its judgements.^[2]

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, Connexus must keep the structure and exterior of a rented 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 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), a rented home must also be fit to live in — free from serious hazards, including damp and mould that could harm 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.^[11]

Safety and the condition of homes. The regulator's Safety and Quality Standard requires Connexus to have an accurate, up-to-date and evidenced understanding of the condition of its homes, so that they are good quality, well maintained and safe.^[1]

Connexus's own repair timescales. Connexus sorts repairs into priorities, each with a published target time, which the disrepair page lists.^[14]

Where to report and complain. Report a repair by phone or through Connexus's online form, and complain through its two-stage process by phone, email, post or online.^[15][17]