You can contact the Housing Ombudsman directly by clicking here.
They will encourage you to make a complaint direct to your landlord, but you can contact them at any time as they can help you make your complaint.
If at the end of our complaint process, you feel that we have not resolved your complaint, you can complain to the Housing Ombudsman. This should be within 12 months of reaching the end of our complaints process.
You can complain directly to them eight weeks after we have sent you our final response, or you can contact a designated person straight away. A designated person can help resolve the complaint in one of two ways; by trying to resolve the complaint themselves or by referring the complaint straight to the Ombudsman. More details on designated persons are available here
The Housing Ombudsman will investigate how we have handled your complaint and if the Ombudsman feels we’ve done something wrong, they will decide what needs to be done to put things right.
Once the Housing Ombudsman have started their investigation, we will not try to resolve your complaint directly with you, unless the Ombudsman asks us to.
How do I make a complaint?
You can make a complaint in a number of ways as listed below –whatever works best for you. You can also appoint a representative to act on your behalf – we just want to hear this from you first.
If you want to make a complaint you can:
- Send a letter - Connexus, The Gateway, The Auction Yard, Craven Arms, SY7 9BW
- Email - email@example.com
- Post via social media - @weareconnexus
- Tell us via telephone - 03332 31 32 33 or in-person, when you see one of our team
- Use our online form below
Please be as specific as possible about what the issue is and who has been involved, as this will help us investigate quickly.
Designated persons are local councillors or members of parliament. Information can be found on your local Council's website. You can contact a designated person to review your complaint. Usually, this will be once you have exhausted our complaints process or you are still unhappy with the decision made by Connexus.