During office hours - 8am to 6pm, Monday to Friday
Call 0344 980 3333 and press option 4, for housing enquiries, followed by:
Option 1 for heating and hot water repairs, including gas servicing - you will be connected to Gasway directly.
Option 2 for all other repairs.
Alternatively, you can write to us at: Norwich City Council, City Hall, Norwich, NR2 1NH or visit us at the customer centre in City Hall from 8.45am to 5pm, Monday to Friday.
Out of hours - 6pm to 8am, emergencies only
Call 0344 980 3333 and press option 4 followed by option 1 between 6pm and 8am and your call will be directed to our out of hours team.
See 'emergency repairs' below for details of what is classed as an emergency. If an emergency repair is ordered which turns out not to be an emergency then you may be recharged for the cost of the callout.
Reporting non-urgent heating repairs online
There is now a quick and easy way to report your non-urgent heating needs online. As well as reporting repairs, you can give customer feedback on the service you receive and make general contact via an online form to request call-backs, change appointments and ask for information.
The new site offers key advice and information about safety, details of the legal responsibilities of landlords, and gives you daytime, out of hours and emergency contact numbers.
Repair priorities:
Routine repairs
Our service target is 20 working days (excluding weekends and statutory holidays). If you ask for a routine repair and there is a planned maintenance programme (see below) coming up in your area we may include the repair in this programme rather than attend to it straightaway. In these cases you will be notified.
Longer term routine repairs
Our service target is 60 working days (excluding weekends and statutory holidays). Some repairs may be assessed as being a routine repair, but due to the nature of the work and materials required, may take longer to complete. In these instances the work will be placed on a longer-term routine priority, for example, large scale joinery works.
Priority repairs
Our service target is five working days (excluding weekends and statutory holidays). These are repairs which are not emergencies but need to be done as soon as possible, for example a problem with a toilet cistern.
Emergency repairs
Our service target is to attend within 24 hours for repairs reported during office hours. Repairs reported out of hours will be prioritised and dealt with as soon as possible and normally within an hour. Some repairs may be assessed as not being emergencies but need to be completed on the same day or the following morning as reported for your safety and security - for example loss of power to electrical sockets rather than a total loss of power.
More urgent emergencies will include problems like burst pipes or total electrical failures, and these will be attended to in order of priority. If you use the emergency service for a repair which is not a genuine emergency, for example a problem with a toilet flush and an engineer attends you could get a bill for the cost of the call-out.
Chargeable repairs
Please note that you may be charged for some repairs including:
- emergency call outs which are not genuine emergencies
- repairing damage caused by you, your household or your visitors
- changing locks after losing keys
- broken glass.
Currently, the chargeable amount for general repairs is £77.20 (including VAT), however it may be more depending on the amount of work required.
For further information call us on 0344 980 3333 or email info@norwich.gov.uk
Annual gas safety inspection
As a responsible landlord Norwich city council has a duty of care to all of our tenants. Your home needs an annual gas safety inspection even if gas central heating is not your main source of heating. This is a legal requirement, and we will write to you 6 weeks before it is due with an appointment.
Please be aware that you may be charged if you fail to keep the appointments for your annual gas safety inspection. Currently, the chargeable amount for a failed 3rd appointment is £51.92 (including VAT).
For more information about your annual gas safety inspection contact us on 0344 980 3333 or email info@norwich.gov.uk
For information for leaseholders on gas safety please click on the link below to our leaseholder gas safety information leaflet.
Gas servicing for leaseholders leaflet
Gas leaks
Gas leaks should be reported direct to the National Grid immediately on 0800 111 999. Please also inform the council on 0344 980 3333.
- First turn off the gas supply and open all windows.
- Do not make a flame or spark or operate any electrical appliances including turning on light switches.
- Calls using a mobile phone should be made outside away from the gas leak.
Improvements and upgrades
Housing property services carries out a rolling programme of condition surveys of our homes. These stock condition surveys will give us:
- an overall housing stock condition profile for the neighborhood
- an assessment of the energy efficiency of our housing stock
- an assessment of the funding required to rectify and upgrade homes.
The results of these surveys help us plan what work is required in your homes and neighborhood. Improvement and upgrade work we carry out as a result of these surveys includes:
- new kitchens
- new bathrooms
- new central heating systems
- cavity wall insulation
- external cladding
- electrical rewires
- water mains renewal
- re-pointing work
- structural work
- UPVC windows
- rainwater goods
- fascias and soffits
- composite front and rear oors.
The stock condition survey provides us with up to date information which can be used to concentrate future housing policies and resources to combating disrepair and other stock condition issues within our city.
Windows replacement programme
Norwich City Council is carrying out work to replace tenants' windows and has assigned each property a provisional date for this work to be carried out.
You can view our programme of dates for work to be carried out either in street name order or delivery date order.
It is important to note that this programme is subject to change due to many factors, such as structural works, scaffolding and access issues, consultation periods, and other unforeseen influences. The dates indicated for the planned works are not definitive.
Programme listed in street name order (22.Kb pdf)
Programme listed in delivery date order (21.5 Kb pdf)
If you think you require an adaptation to your home for a disability please contact Norfolk Social Services on 0344 800 8014. You can speak to an occupational therapist who may arrange to conduct a phone referral, or visit you in your home.
If the occupational therapist thinks an adaptation is needed, they will contact us and advise us what work is required, and of your priority need. Priority needs are set at 1, 2 or 3 (with 1 being the highest and 3 the lowest). Your priority need is decided by your occupational therapist, and will determine the waiting period you may have for the work to be carried out.
Housing property services carries out disabled adaptations only at the recommendation of Norfolk County Council's occupational therapists. For more information about Norfolk County Council's aids and adaptations service please click on the link below to their website.
Norfolk County Council - equipment and adaptations - how to contact us
There are three main causes of condensation:
- moisture produced by everyday activities
- not enough ventilation
- cool temperatures.
How much moisture can be produced in your home in a day?
For more information about condensation and damp please click on the link below to our condensation and damp information leaflet.
Condensation and damp leaflet
Norwich City Council takes the potential risks posed by asbestos very seriously, while recognising that if left sealed and undisturbed it poses no risk to health. It is also possible that you might find asbestos in the following locations:
Heating appliances such as boilers or storage heaters, ceiling and wall board, bath panels, window sills, old plaited electric cables, fire blankets, Bakelite fittings, garage and shed walls and roof panels, roofing felt, gutters and downpipes, lino and PVC vinyl floor tiles, textured coatings, mastics, paints and sealants, hair dryers, ovens, fridges, ironing boards, wall plugging compound, cold water tanks in the loft.
This is by no means a full list, but it does highlight the many ways in which asbestos has been used. For more information about asbestos please contact us on 0344 980 3333 or email info@norwich.gov.uk
For an out of hours emergency only call 0344 980 3333 (and press option 4 followed by option 1) between 6pm and 8am and your call will be directed to our out of hours team.
If you are a council tenant you have the right to make some types of home improvement at your own expense. You need to get the written agreement from the council before you make any alteration of addition to the property.
Improvements you will need permission for include:
- erecting any external satellite, microwave, telephone, radio, TV or CB receiver
- changing kitchen or bathroom fittings like sinks, baths or toilets
- installing central heating
- erecting a garage, car port or conservatory
- knocking down walls
- putting in double glazing
- anything which affects the gas, electricity or water supply to your home
- any work which needs planning permission or building control approval.