1. What counts as a complaint?
A complaint is when you’re unhappy about the standard of service, actions or lack of action by Norwich City Council, its own staff, or those acting on its behalf. You don’t need to use the word “complaint” for it to be treated as one.
You can complain to us if you think we have:
- done something wrong
- behaved unfairly or not politely
- not carried out a service to an agreed standard
- not responded to your request for service within our stated timescale
- not followed our own policies, rules or procedures
If you make a complaint about an issue that we do not consider a complaint under our complaints policy, we will treat it as a different type of enquiry or request instead.
2. What is NOT a complaint?
Norwich City Council will not accept a complaint if it falls within the following criteria:
- Service requests (refer to section 3 of the policy “What is a service request”)
- A request for information
- The issue occurred more than 12 months ago, unless you are reporting it immediately upon becoming aware of the issue.
- If the complaint has been accepted for investigation by the Local Government or Housing Ombudsman
- If it is a complaint about a Councillor, it should be considered under the Council’s process for handling councillor complaints. See the Member’s Code of Conduct.
- The issue is not about the council, our contractors, or a service we provide.
- Matters that have previously been considered under the complaints policy.
- Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.
- Matters for which there is an existing right of appeal or legal remedy, these types of matters are dealt with according to the specific nature of the appeal:o Parking ticket dispute
- Planning application appeal
- Licensing application appeal
- Housing benefit appeal
- Choice-based lettings appeal
- Council Tax reduction appeal
If we do not accept your complaint, we will provide a detailed explanation setting out the reasons why the matter is not suitable for the complaints process and the rights you have to take that decision to the appropriate Ombudsman.
3. How do I make a complaint?
You can make a complaint in any of the following ways:
- Online: Make a complaint
- Email: listening@norwich.gov.uk
- Phone: 0344 980 3333
- Text Relay (for hearing impaired): 18001 0344 980 3333
We do not process or respond to complaints submitted via social media platforms.
View further guidance on the Government’s Make Things Right campaign, which helps tenants understand how to raise complaints and exercise their rights when issues arise in social housing.
4. What happens after I complain?
Once we receive your complaint, we will:
- Log and acknowledge it as a Stage 1 complaint within 5 working days from the date of receipt. At this stage, a service area manager will be appointed and will ask for clarification from you if any aspect of your complaint is unclear.
- Aim to respond fully within 10 working days of acknowledging your complaint. This response will address the points raised and explain any actions we will take.
5. What can I do if I am unhappy with the complaint response?
If you're not satisfied with how we've handled your complaint at stage 1, you can ask for it to be escalated to a senior manager for further review. You will have 15 working days from receipt of the stage one response in which to request an escalation.
If you're still unhappy after stage 2, you have the right to refer your complaint to an independent ombudsman:
Local Government and Social Care Ombudsman – for most council-related complaints.
- Address: PO Box 4771, Coventry, CV4 0EH
- Telephone: 0300 061 0614 (8:30am-5pm: Monday to Friday)
- Website: Local Government and Social Care Ombudsman
Housing Ombudsman – if you're a council tenant, or leaseholder with a complaint about our management of your leasehold.
- Telephone: 0300 111 3000 (9:15am-5:15pm: Monday to Friday)
- Address: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ
- Website: Housing Ombudsman service for residents
Both ombudsmen offer a free, impartial service. They won’t take sides and will expect you to have given us the opportunity to resolve your complaint before contacting them.
If you are unsure of which Ombudsman to contact view Which ombudsman for social housing complaints? for guidance.
6. What happens after I request to escalate my complaint?
Once we receive your escalation request, we will:
- Log and acknowledge it as a Stage 2 complaint within 5 working days from the date of receipt. A different complaint handler to the person who considered the complaint at stage 1 will be appointed, and this will be the relevant Head of Service. At this stage, they will ask for clarification from you if any aspect of your complaint is unclear.
- Aim to respond fully within 20 working days of acknowledging your complaint. This response will address the points raised and explain any actions we will take. It will explain steps you can take if you are not satisfied with the outcome of your complaint.
7. Will I get compensation?
We will consider a range of remedies depending on the nature and impact of the issue. These may include:
- A formal apology
- Practical actions (e.g. repairs, redecoration, or service reinstatement) Reimbursement of costs incurred due to service failure
- Discretionary compensation for distress, inconvenience, or time and trouble
- Statutory compensation (e.g. home loss or disturbance payments)
You will not be required to submit a separate claim for compensation if it forms part of a complaint. Financial remedies will be considered as part of the complaint resolution process, not in addition to it.
Where compensation is awarded, we will confirm the amount, method of payment, and any conditions. If compensation is not awarded, we will explain why and advise you of the right to escalate the complaint.
We will ensure our approach to offsetting compensation against rent arrears or other debts is fair and in line with the Ombudsman’s guidance. You will be kept informed throughout the process, and any outstanding actions will be tracked and completed promptly.
8. How will compensation be paid?
Where compensation is awarded, we will confirm:
- the amount
- method of payment
- any conditions
If compensation is not awarded, we will explain why and advise you of the right to escalate the complaint.
We will ensure our approach to offsetting compensation against rent arrears or other debts is fair and in line with the Ombudsman’s guidance. You will be kept informed throughout the process, and any outstanding actions will be tracked and completed promptly.
