Repairs and disrepair — Connexus

Before thinking about any legal claim, report the problem and complain to Connexus. It is free, and it is often the fastest way to get repairs moving. It also creates a written record of what you reported and when — the evidence a claim relies on later, if you ever need one.

Report the repair. Call Connexus on 03332 31 32 33, on weekdays from 8.30am to 5pm (from 9.30am on Wednesdays), or use its online repair form (opens in new tab).^[12]

In an emergency. For an emergency repair, Connexus's repairs page gives the same number. Its repairs policy says it runs an out-of-hours service for emergencies that cannot wait until the next working day, but its repairs and contact pages give no separate out-of-hours number.^[12] If anyone is in immediate danger, call 999. If you smell gas, call the National Gas Emergencies number, 0800 111 999.^[12]

Report damp and mould early. Connexus asks tenants to report damp, mould and condensation as soon as it appears, with photos or video if you can.^[15] The regulator says 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, though it found Connexus meets the required timescales to investigate and repair it.^[1]

Make a complaint. Complain through Connexus's complaints page (opens in new tab), by email to hello@connexus-group.co.uk, by phone on 03332 31 32 33, or by post.^[11] Connexus acknowledges a complaint within 5 working days. It aims to answer Stage 1 within 10 working days of that, and a Stage 2 review within 20 working days.^[11] Someone else can complain for you once you give permission.^[11]

Connexus's own report says 65% of Stage 1 complaints were answered on time in 2025-26, even counting agreed extensions.^[10] So note the dates, and chase a late reply.

Complain early. Connexus may refuse a complaint about something that happened more than 12 months ago, or once court proceedings have been filed.^[11]

If the complaint doesn't fix it: the Housing Ombudsman. After Stage 2, you can take the complaint to the Housing Ombudsman, within 12 months of Connexus's final answer.^[11] It is free and independent, and it can order a landlord to do repairs, apologise and pay compensation.

Free advice. Shelter and Citizens Advice offer free housing advice. A local law centre can tell you whether you qualify for legal aid — for disrepair, it can be available to make a landlord deal with a serious risk to health or safety, though not normally for a compensation-only claim.

"Disrepair" means problems with your home that your landlord is legally responsible for fixing but hasn't. That can include:

• damp and mould
• leaks from the roof, gutters or pipes
• broken heating or no hot water
• faulty electrics
• rotten or draughty windows and doors
• cracked walls or unsafe floors and stairs.

You may have a claim against Connexus if all of these apply:

1. Connexus is your landlord. The landlord named on your tenancy agreement is what counts. An older agreement may name Connexus Housing Limited, which became Connexus Homes Limited in April 2021.^[2]
2. Connexus knew about the problem. Usually that means you reported it — so keep texts, emails, photos and repair references.
3. It failed to fix the problem in a reasonable time. What is reasonable depends on the problem; Connexus's own published timescales, in the FAQs below, are a useful guide.
4. You were affected — your health suffered, belongings were damaged, or part of your home became unusable.

A shared owner or leaseholder? Your lease, not a tenancy agreement, sets out which repairs Connexus must do. Shelter or Citizens Advice can explain where you stand.

A claim aims to get the work done and to recognise what living with the problem has cost you. Depending on what happened, a claim may cover:

• an order to do the work — a court can require Connexus to carry out the repairs;
• the impact on daily life — the inconvenience and distress of living with the disrepair;
• harm to health — for example a chest condition made worse by damp and mould;
• ruined belongings — clothes, bedding, carpets or furniture spoiled by damp or leaks;
• rooms you could not use — a bedroom, bathroom or kitchen that was unsafe or unusable.

Nobody can give a reliable figure before looking at the evidence. The value turns on how bad the disrepair was, how long Connexus took after it knew, and the effect on you and your household.

Compensation through the complaints process is different. Connexus sometimes offers compensation through its own complaints process, and the Ombudsman has found such offers enough to put things right in some cases.^[6][7] Accepting an offer is your choice. If the problem has gone on a long time, Shelter or Citizens Advice can help you weigh it up.

Step 1 — tell us what's happened. You answer some straightforward questions about the problem, when you reported it to Connexus, what it did, and how it has affected you. Repair references, photos and Connexus's Stage 1 and Stage 2 complaint letters all help. Repairs were the subject of 465 of the 697 Stage 1 complaints Connexus answered in 2025-26.^[10]

Step 2 — get your free report. We check your answers against the legal tests on this page and give you a written view of whether you may have a claim and how strong it looks. Your first conversation with us is always free.

Step 3 — if your case is strong, we connect you with an independent, regulated law firm — and we will be upfront about that before you commit to anything. The firm advises you, writes to Connexus formally, and usually arranges an independent survey of your home. Most disrepair cases settle without a court hearing.

A note on time limits. A disrepair claim is normally treated as a contract claim, and because an unfixed repair is usually a continuing breach, a claim can usually reach back six years from when it is issued.^[17] Where part of the claim is for an injury to health, that part usually has a shorter, three-year limit.^[17] Claims take months rather than weeks, so keep reporting repairs while any claim runs.