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My Norwich

Annual Report 2020/21 for tenants

Tenancy support

Sheltered Housing:

  • 921 sheltered housing properties across 26 schemes 
  • Sheltered housing support officers continued to provide support throughout the year to tenants who needed it, either remotely or on site as restrictions allowed.
  • Despite communal areas being closed for part of the year in line with covid regulations, planned maintenance work and communal upgrades were completed.   

Specialist support team

  • The role of the specialist support team is to support tenants to:
    •  reduce the risk of them abandoning a property or being evicted
    • increase their ability to manage a healthy tenancy. 
  • Some tenants have multiple and complex needs, which can increase the likelihood of tenancy related difficulties. 

Issues include unmanaged mental health, domestic abuse, financial hardship and social isolation.

  • The team supported 181 residents in 2020/21. 

69% of tenants the specialist support team supported were referred to a range of partner agencies.  Referrals were made to Adult & Children social services, Change Grow Live, Money Advice, Leeway, Wonder Plus, Autism Anglia and Equal Lives. 

  • 92% of tenants supported in 2020-21 had rent payment plans in place and reduced rent arrears when work with the specialist support team ended.  

Customer service

  • The majority of council services, including non-emergency repairs, can be accessed through simple forms on our website
  • Visit to access information relevant to council tenants and leaseholders.
  • All tenants can sign up for their own personal customer account to:
    • Keep track of rent payments
    • Report issues quickly
    • Avoid having to repeat basic information each time they contact the council