Housing association
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 21 published decisions.
Connexus Homes Limited's maladministration rate (71%) is higher than the average for housing association (64%) across published Ombudsman determinations.
202400834 Housing association
The Ombudsman found no maladministration in the landlord's handling of concerns about the timing of tenant meetings and about staff conduct and provision of information, but found service failure in its complaint…
202424444 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's rehousing request, as it did not consistently act on the known medical need for a 2-bedroom property and could have added her to its…
202519857 Housing association
Service failure in handling the managed move request, maladministration in damp and mould handling (significant repair delays), reasonable redress for a missed inspection, and service failure in complaint handling.…
202428799 Housing association
The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of damp, as the £800 it offered and paid was in line with the remedies guidance for failings impacting a resident over a…
202510185 Housing association
The Ombudsman found maladministration in how the landlord dealt with concerns about the property's condition at move-in and about the safety of the garden, and service failure in how it dealt with bathroom repairs and…
202428520 Housing association
The landlord provided reasonable redress for its handling of heating and hot water repairs (it failed to complete hot water repairs in line with its repairs policy but apologised and offered proportionate compensation),…
202411289 Housing association
The complaint concerned the landlord's handling of the resident's reports of damp and mould. The Ombudsman found the landlord made an offer of reasonable redress: it acknowledged its delays and poor communication,…
202330013 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of damp and mould, nor in its complaint handling. The landlord identified a leak under the concrete floor, provided temporary…
202316468 Housing association
The Ombudsman found maladministration in the landlord's handling of the replacement heating system and damp and mould reports, the resident's request for soundproofing, and the related complaint, but found no…
202311069 Housing association
The Ombudsman found service failure in the landlord's handling of a report that a roof tile had come off (communication failures about the repair's urgency, appointment and initial visit), in its handling of the…
202310904 Housing association
The resident complained about the landlord's handling of her reports of noise nuisance from a neighbour and its response to her request for a move. The Ombudsman found reasonable redress on the noise complaint (the…
202228594 Housing association
The Ombudsman found maladministration in the landlord's handling of a change to its Unacceptable User Actions and Behaviour Policy, which extended a vulnerable resident's review period without notice and lacked a timely…
202324193 Housing association
The complaint concerned the landlord's response to the resident's reports of excess cold, poor insulation and draughty windows and doors, together with its communication and complaint handling. The Ombudsman found…
202303965 Housing association
The Ombudsman found service failure in the landlord's handling of the removal of Japanese knotweed at the property, principally because it told the resident it had contacted its contractor about the exclusion zone when…
202227752 Housing association
The Ombudsman found service failure because the landlord did not refer the resident to its insurance officer over damage to furniture allegedly caused by damp and mould, despite otherwise investigating thoroughly and…
202311346 Housing association
The Ombudsman found no maladministration in the landlord's response to reports of unsafe windows, as it fulfilled its HHSRS obligations by fitting window restrictors and later offered lockable handles. However, it found…
202215584 Housing association
The landlord was found to have maladministration for significant delays (over 2 years) in addressing damp and mould reports, including an 18-month delay in fitting recommended ventilation after a mould survey. No…
202219149 Housing association
The Ombudsman found maladministration in the landlord's handling of reports of damp and water ingress, as it failed to act on known chimney and repointing issues since December 2018, leaving the resident in a property…
202208950 Housing association
The Ombudsman found service failure in the landlord's response to the resident's concerns about solar panels (failing to address specific points), no maladministration regarding storage heaters, log burner request, and…
202013620 Housing association
The Ombudsman found no maladministration in the landlord's handling of ASB reports or the resident's request to move. While there were communication shortcomings, the landlord acted in line with its policies, worked…
202007836 Housing association
The Ombudsman found no maladministration by the landlord in its handling of the resident's tenancy sign-up. The landlord appropriately relied on the resident's support team and social services, was not required to carry…
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