You can contact Norwich City Council if your landlord is not dealing with problems that affect your health or safety.
This includes:
- damp and mould
- disconnection of services (electricity, heating, hot water and gas)
- leaks, flooding or structural damage or defects
- unsafe electrics or gas
- other serious repair or safety issues
Landlord responsibilities
Your landlord is responsible for keeping your home safe and in a good state of repair.
This includes:
- heating, hot water and energy systems
- electrical and gas safety
- plumbing, drains and sanitation
- poor insulation or ventilation
- the structure of the building, including walls, roof, windows and doors
Your landlord must deal with problems such as damp and mould where they are caused by disrepair, poor ventilation or faults in the property. They should investigate the cause of the problem and take appropriate action to fix it.
Tenant responsibilities
As a tenant, you are responsible for looking after your home and helping to reduce the risk of problems where possible.
This includes:
- looking after your home and keeping it reasonably clean and maintained
- keeping gardens or outside areas in a reasonable condition
- carrying out small household tasks, such as changing light bulbs or smoke alarm batteries
- reducing damp and mould
You are not responsible for normal wear and tear or for fixing structural or safety issues.
You should report problems that you cannot resolve yourself.
Reducing damp and mould
Everyday activities such as cooking, bathing and drying clothes can create moisture in your home. Good ventilation and heating can help reduce condensation and mould.
Reduce moisture
- cook with pan lids on
- keep kitchen and bathroom doors closed when in use
- dry clothes outdoors where possible, or in a well-ventilated room
- make sure tumble dryers are vented to the outside
Use available ventilation
- use extractor fans when cooking or bathing
- keep window vents open if your property has them
- allow air to circulate by leaving space between furniture and walls
Keep your home warm
- maintain a consistent level of heating during colder months
- avoid using bottled gas heaters
Manage condensation
- wipe away moisture from windows and surfaces
- avoid overfilling cupboards and wardrobes
How we can help
We investigate serious housing hazards in privately rented homes and will take action where legal standards are not met.
We assess properties using the Housing Health and Safety Rating System (HHSRS). Where serious hazards are identified, we must take action.
Current actions may include:
- serving formal notices requiring repairs.
- issuing civil penalties (up to £40,000 for serious breaches).
- investigating illegal evictions or harassment.
- referring cases to the Private Rented Sector Ombudsman (once operational in 2026).
- carrying out emergency works in the most serious cases
What this means for you
Before contacting us, you should check the information below.
Before you report a problem or request a service
This explains:
- what steps to take first
- when to contact us
- what information you should provide
Report a problem with your rented home
If your landlord is not dealing with a serious repair or safety issue, you can contact us.
Get in touch with the Private Sector Housing Team
Get detailed guidance
For full advice on your rights, responsibilities, and the steps you can take, Shelter provides guidance on:
- damp and mould
- repairs and landlord responsibilities
- how long repairs should take
- what to do if your landlord does not act
