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My Norwich

Information for council tenants and leaseholders

Following guidance around social distancing, we are limiting all face-to-face contact with residents. You will still receive routine correspondence from us, but don’t hesitate to get in touch online if you wish to discuss your options.

Rent payments

If you are concerned about the ability to pay your rent in light of the coronavirus situation, please get in touch by email or call your income officer on tel: 0344 980 3333

We understand that this is an uncertain time for everyone, so will work with you to manage changes to your rent payments if necessary.

We are keen to do all we can to help at this difficult time, but we can only provide support for those who tell us, or respond when we make contact. If we have no contact from you, we will begin recovery action.


Routine and emergency repairs continue to be carried out. This also applies to gas repairs.

Gas safety checks

As a landlord, we have a legal requirement to carry out annual gas servicing of boilers, therefore this work will continue in partnership with Gasway and NPS, but will minimise the time engineers spend inside a property.

Extra precautions will be taken where necessary with the use of appropriate personal protective equipment, social distancing measures and hygiene/sanitation provision used as required.


Caretakers are providing a full service, meeting health and safety and statutory requirements while maintaining social distancing guidance.  Please only use the bin chutes for household rubbish to avoid any unnecessary blockages.

Fire safety - It is vital that you maintain good practice within your homes whilst social distancing and isolating are taking place.   Be aware of potential fire risks in your homes, ensure good ventilation and do not overload sockets.

Lifts - All lifts are being checked and engineers will attend to any emergency. We recommend that you do not share lifts with anyone who is not part of your household.  

Sheltered housing

Support officers are back visiting tenants – wearing appropriate PPE equipment. At present all sheltered housing  tenants are receiving a weekly home visit (unless they specify this support is not required)

Communal areas (except for the laundry facilities) will remain closed until further notice. Our aim is to re-open these areas as soon as it is safe to do so.


We are dealing with a large backlog of enquiries and appreciate your patience at this time. Please continue to report all non-essential repairs online. Urgent repairs can be reported by calling 0344 980 3333 (option 3).

Garage tenancies 

We are not accepting any new garage applications until further notice. Please submit any Notices to Quit for your garage or parking space and return any keys into the external post box at City Hall. Your tenancy will be processed as ended on the day you returned your keys.

Mutual exchanges

All mutual exchanges have been postponed until further notice, as these cannot be facilitated while maintaining safe social distancing.

Home improvements and adaptations

The home improvement team are offering a full service at this time.

They are still able to help with preventing admission to or discharge from hospital work as well as any emergency works around the home.

If you need any assistance please contact us using our online referral form .