Make a complaint

We are closed from 1pm on Tuesday 24th December 2024 until 9am on Thursday 2nd January 2025. Complaints are not monitored during this time and complaint targets will be extended. If you have an emergency repair during this time, please call 0330 303 2222.

Your feedback is important, as it tells us where we have gone wrong and what we need to do to make things right. We use your feedback to improve our services.

As your landlord, we are required to provide reasonable adjustments to help you access our services. If you need any support to raise a complaint, please call us on 0330 303 2222.

Select an option to help us get your complaint to the right place

Please call us straight away on 0330 303 2222 to report an emergency repair.

Please see our report a repair information to raise a new repair.

Please call us on 0330 303 2222 to check on the progress of your repair .

Please see our damp and mould page for further information and to report damp or mould to us.

Please call us on 0330 303 2222 to check when your home is due investment works.

Please see our anti-social behaviour page to report ASB to us .

Please visit our pests page for further information.

Please see our rent and money advice page for information on your rent, including making a payment.

Please visit our FInd a Home section to find out how to get a home with Cobalt Housing

Is your issue an emergency, such as an uncontainable leak or a complete loss of heating or power?

Yes

Please call us straight away on 0330 303 222

Your details

Name(Required)

First Last

Address

Street Address Address Line 2 Post code

Phone(Required)

Your complaint

Please tell us what your complaint is about.(Required)

Please tell us in as much detail as possible and use dates and times if you can

What action would you like us to take to put this right?

Other ways to make a complaint

Call us on 0330 303 2222

Our phone lines are open Monday to Friday from 9am to 5pm and 9am to 3pm on Wednesday

In person or by post

Visit our reception at 199 Lower House Lane, Liverpool, L11 2SF. Our office is open Monday to Friday from 9am to 5pm.

What to expect when you make a complaint

When you make a complaint, we will carry out a full investigation. We aim to resolve all complaints at stage 1.

If you are not satisfied with the outcome of your complaint or how we have handled it, you can escalate your complaint to stage 2.

If you are still unhappy after following our complaints process, you can raise a complaint with the Housing Ombudsman or seek advice on the Complaint Handling Code Click here to read Resident’s Frequently Asked Questions on the Housing Ombudsman’s website. This will open a new tab

Stage 1

When you make a complaint to us, we will contact you to investigate your complaint at stage 1. We will assign it to a Case Handler and aim to provide an outcome to your complaint within 10 working days.

Stage 2

Once we have closed your stage 1 complaint, you can ask that it is investigated at stage 2 if you are unhappy. When we open a stage 2 complaint, it will be assigned to a Complaint Handler. We will aim to provide an outcome to your complaint within 20 working days.

Read our complaints policy

Complaints performance

See how our complaints service is performing against our targets.

Read our complaints performance

Housing Ombudsman

If you have followed our complaints process and are still unhappy, you can ask the Housing Ombudsman to investigate.

Further details

For further details about logging a complaint with the Housing Ombudsman, please see their website.

Housing Ombudsman