New website
We're currently redeveloping our website so you may see a mix of old and new style pages while we complete this work. We'd love to hear your feedback on the new style.
Compliments, complaints and suggestions
We welcome your feedback on any of our services. Whether you want to highlight great service, raise a concern, or suggest improvements, your comments help us learn, grow and continue to improve what we do.
You can share your thoughts with us in the following ways:
Compliments and suggestions
Let us know what we’ve done well and share any ideas you have:
Making a complaint: what you need to know
We’re always pleased to hear when things go well—but it’s just as important for us to know when they don’t.
Is it a complaint or a service request?
A service request is when you contact us for the first time to ask for something we offer—like reporting a missed bin or noise nuisance. It is a way for a you to get something put right.
A complaint is when you're unhappy with the service you've received, or with something the council, its staff or someone working on our behalf did—or didn’t do.
If you raise an issue that doesn’t meet the criteria of a formal complaint under our policy, we'll let you know in writing. We'll then treat it as a different type of enquiry or service request—so you still get the support you need.
What isn't considered a complaint
- request for information
- the issue occurred over 12 months ago
- matters that have previously been considered under the complaints policy
- the issue is not about the council, our contractors, or a service we provide
- appeals or disputes:
View our complaints policy for the full list of exclusions and details of our complaint process.
How to 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
- Post: Norwich City Council, City Hall, Norwich, NR2 1NH
- Text Relay (for hearing impaired): 18001 0344 980 3333
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.
Making a complaint on behalf of someone else
If you’re making a complaint for someone else (like a friend, family member, or support organisation):
- complete and return a third-party consent form
Temporary permission can also be given over the phone. We’ll only share complaint details with a third party if we have written permission.
What happens after you 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.
How to escalate a complaint
What you can do if you are unhappy with your complaint response
Norwich City Council operates a two-stage complaints process and 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.
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.
Compensation
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.
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.
Complaint policy
We follow our Corporate Complaints Policy to make sure every complaint is handled fairly and consistently.
Our policy outlines how we will resolve complaints and adhere to the expectations of the Housing Ombudsman Complaint Handling Code and Local Government and Social Care Ombudsman Complaint Handling Code.
Housing complaints report and self assessment
The Housing Ombudsman investigates complaints about social housing providers. In April 2024, the Housing Ombudsman introduced a Complaint Handling Code to ensure complaints are managed fairly, promptly, and effectively. We’ve completed a self-assessment against this code, and produced an annual performance report.
This year’s report includes:
- Information about the complaints we received during 2024-25
- Examples of service improvements made as a result of learning from complaints
- An overview of our Housing Ombudsman cases
- Our governing body response to the report
Complaint handling code self assessment June 2025
Housing complaints performance and service improvement report
The report was reviewed by Cabinet on 10 September 2025. You can find the discussion recorded in the meeting minutes (Page 15, Item 52).
Ombudsman performance reports
Norwich City Council is committed to transparency and continuous improvement. We publish annual performance reports from the Local Government and Social Care Ombudsman and the Housing Ombudsman. These reports show how we responded, what we learned and how we’ve used that feedback to improve our services.
