Christmas and New Year closure information
Our council offices and phone lines will close at 4pm on Wednesday 24 December and reopen at 9am on Monday 5 January 2026.
See our service arrangements for customers during this time.
Service standards
Our service standards across key areas outline what you can expect from us and they also set out our expectations of you, helping us work together to provide the best possible service for our community.
At Norwich City Council, we are committed to delivering high-quality, accessible and responsive services to everyone who lives, works, or does business in our city. Whether you're contacting us online, by phone, by post, or in person, we aim to make every interaction straightforward, respectful and effective.
Contacting the council
Customers contacting the council are encouraged to access services on our website, which are available 24/7.
For other ways of contacting us, we aim to provide the following standards of service.
Phone
- answer your phone calls within 5 minutes
- respond to callback requests within 10 minutes.
Appointments in person
- book appointments for meetings in our contact centre, on request, by the next working day.
Online contacts
- acknowledge emails and service requests within 24 hours.
Post
- Send written communications, to the correct department, within 1 working day
Translation and interpretation
- Arrange for translation or interpretation services on request if available or by appointment the next working day
