Leaseholders' guide – what you need to know Insurance cover

Who arranges the insurance?

  • the council (as the freeholder) arranges buildings insurance for your property
  • you pay for this as part of your service charge.

What’s covered?

  • buildings insurance: covers damage to the structure of your property (walls, roof, etc.)
  • not covered: your personal belongings inside the property. You’ll need to get your own contents insurance.

Extra cover included

There’s also property owner’s liability insurance.

This protects you and your family (if living with you) if someone is injured or their property is damaged because of your flat.

If you rent out your flat

Insurance rules change if your property is sublet.

We recommend getting public liability insurance to protect yourself in case your tenant causes damage (e.g. leaves a tap running and floods the flat below).

Insurance documents

From 1 April 2023, the buildings insurance is provided by Protector Insurance.

Documents available:

Making a claim

If you need to make a claim, do it as soon as possible.

How to report a new claim:

What you’ll need:

  • what caused the damage?
  • has the issue been fixed (e.g. water stopped)?
  • is the property secure?
  • what’s been damaged? (rooms, walls, floors, etc.)
  • photos of the damage
  • any damaged contents or items date the damage happened
  • is the property rented out?
  • is it still usable?
  • any rent loss or business disruption?
  • was someone else responsible? (give their details)
  • any crime reference numbers (if applicable)

Once you report the claim, Sedgwick (the claims handler) will:

  • give you a claim number within one working day
  • contact you directly
  • appoint specialists if needed
  • refer large claims (£50,000+) to Protector Insurance 

Insurance excess

If your claim is approved, you’ll need to pay an excess (a set amount):

  • general claims: £100
  • subsidence: £1,000
  • property owner’s liability: £0

Questions about your claim?

Contact Sedgwick:

If you think the council Is responsible

If you believe the damage was caused by the council or its contractors, email the Home Ownership Team: homeownership@norwich.gov.uk.

  • We’ll send you a liability claim form.
  • Fill it in and return it to the address provided.
  • There’s no automatic compensation.
  • Each case is reviewed individually.
  • You must still report the incident to the insurance company.
  • If you don’t live in the property, liability cover does not apply.
Feedback button