You can report your repair 24 hours a day, 365 days a year through MyCobalt, our online tenant portal.
Other ways to report a repair
Call us on 0330 303 2222
Phone lines are open Monday to Friday from 9am to 5pm and Wednesday from 9am to 3pm.
In person or by post
Cobalt Housing, 199 Lower House Lane, Liverpool L11 2SF. Reception is open Monday to Friday from 9am to 5pm.
Social media
You can report your repair through our Facebook or X (formerly Twitter) channels via direct message.
Emergency repairs
If you have an emergency repair, please call us straight away on 0330 303 2222.
You can report an emergency repair 24 hours a day, 365 days a year.
Emergency repairs can include:
- complete electrical failure
- gas leak
- an uncontainable leak
- blocked drains
- damage that may make the property unsafe or dangerous.
We will attend all emergency repairs within four hours.
What to expect when you report a repair
Repairs are split into three categories. Timescales for carrying out your repair will depend on the type of repair you have.
Emergency repairs
We will attend all emergency repairs within four hours. We’ll attend emergency repairs 24 hours a day, 365 days a year. If we are unable to fully fix your repair during this first visit, we will make safe and raise an appointment to come back and complete the repair within 24 hours.
Emergency repairs include
- complete electrical failure
- gas leak
- an uncontainable leak
- blocked drains
- damage that may make the property unsafe or dangerous.
Urgent repairs
We will complete all urgent repairs within five working days.
Urgent repairs include:
- Leaking roof or pipes
- Cracked toilet pan
- Broken extractor fan
- Door entry phone system not working.
Routine repairs
We will complete all routine repairs within 20 working days.
Routine repairs include:
- Damaged kitchen unit
- Leaking or blocked gutter
- Repairs to doors or windows that are not a security risk
- Plastering or repairs wall tiles
If we need to send a surveyor to your home, we will offer an appointment within five working days.
Repairs standard
Our repairs standard was produced in conjunction with our Homes and Neighbourhood Committee, Tenant Consultative Panel, Repairs forum, engagement platform and our Improving our Repairs Task and Finish Group, which is made up of Board members and customers. The final standards have been approved by colleagues, customers and contractors.
