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Coronavirus: information, advice and support

Latest information, service updates and support available for Norwich residents and businesses.

See the latest updates

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, get in touch by email.

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

This a new and changing situation, so we recommend looking out for future announcements from central government and how these relate to your circumstances.

You will still receive routine correspondence from us, but don’t hesitate to get in touch by email if you wish to discuss your options.

Please be aware that you may experience delays in setting up and amending direct debits for the new rent year.


Repairs will only be carried out on an emergency basis to make safe your home safe. This is also applies to any 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.


Home Options property allocations are on hold while we fulfil our legal duties to provide accommodation to an increased number of homeless households as a result of the coronavirus pandemic.

We apologise for any issues this may cause and thank you for your understanding as we adapt our services in response to this unprecedented situation.


Caretakers are providing a reduced 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

Officers are working remotely and contacting all tenants by phone. We have identified our most vulnerable residents and are working closely with our partners to support them.

Guest room bookings will be cancelled and no new bookings can be made until further notice.

All residents have their support officer’s mobile number, can make contact via the main council number or by using their alarm call equipment.


Please continue to report all non-essential repairs online. We are only responding to urgent repairs during this time. 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 in to the external post box at City Hall. When normal service resumes, your tenancy will be ended on the date you returned your keys.

Mutual exhanges

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

Home improvements and adaptations

The home improvement team are offering a reduced 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