Report a problem
If you are contacting us about a problem for the first time, the quickest way to get your issue resolved is to report it online. Alternatively, you can contact customer services via online chat (click the green ‘chat with us’ button at the bottom right of the screen), or call us on the relevant number, see key service contact numbers
The most common ‘report it’ issues are:
- Report a missed bin collection
- Report dog fouling
- Report a problem with a road or pavement
- Report a faulty or broken streetlight
- Report fly-tipping
- Report noise
If you have not already reported your issue to the service, we may treat it as a first-time service request, such as a missed bin collection.
Our Have Your Say complaint policy includes
- Council service complaints
- Adult Social Care complaints
- Children's Social Care complaints
For more information, please view our policy and procedures.
What can't be considered under the complaint procedure
The complaint procedure does not include issues where there is a right of appeal, such as refusal of planning permission, a damage or injury claim, issue of a penalty charge or fixed penalty notice and blue badge, housing benefit or council tax reduction appeals. However, the complaint may be considered if it relates to the way the matter has been administered.
- Appeal against a planning decision
- Make a planning enforcement complaint
- Appeal a parking charge notice
- Appeal a fixed penalty notice
- Explain or appeal a Housing Benefit decision
- Appealing for a school place
- Complain about a Knowsley taxi driver
- Complain about noise
Submit your complaint online via the link below. If you have supporting documents, you can upload them at the bottom of the form.
Alternatively, you can write to our Customer Liaison Team, Knowsley Metropolitan Borough Council, Archway Road, Huyton L36 9UX.
If your complaint relates to Children or Adult Social Care Services, you can also telephone 0151 443 3231.
What happens when you make a complaint
We will acknowledge your complaint within three working days. If you have made your complaint online, you will receive an immediate acknowledgement.
The Council aims to respond to complaints within the following timescales;
- Corporate complaints (Have Your Say) - fifteen working days
- Adult Social Care complaints – fifteen working days
- Children’s Social Care complaints – ten working days
- Complaints containing allegations of misconduct, fraud or criminal activity - ten working days.
If the complaint response is going to take longer than the above targets, you will be notified by the Council’s Customer Liaison Team and provided with the reason for the delay and a new response date.
If you have submitted a request for a service, your form will be passed to the relevant service area for action. If necessary, they will contact you directly with any updates.