Report a housing or tenancy issue - Before you report a problem or request a service

If you rent from a private landlord and have a problem with your home, landlord, or tenancy, Norwich City Council may be able to help.

This includes issues such as:

• damp and mould
• repairs, heating or safety problems
• harassment or eviction
• overcrowding or licensing concerns

Before you report a problem, check what to do below.

Step 1: Tell your landlord

Before you contact us, you must report the problem to your landlord or letting agent. This is required by law. 

Shelter has some useful templates for reporting repairs to your landlord.

You should:

• write to your landlord explaining the problem. Use email or letter so you have a record – we will rely on this if you later report it to the council
• include clear photos of the issue
• ask for a reply within 14 days, including what they will do and when
• continue paying your rent during this process
• cooperate with your landlord by allowing access for inspections and repairs

Step 2: If your landlord doesn’t act

If your landlord does not reply or refuses to fix the problem, you can contact our Private Sector Housing Team.

Contact us if:

• your landlord has not responded within a reasonable time
• repairs are delayed or not completed
• the problem is still ongoing after you have reported it

You can contact us straightaway if:

• there is an immediate risk to health or safety
• the situation is urgent (for example, no heating during cold weather or a serious hazard in the home)

Problems with your landlord or tenancy

You can contact us immediately if you are experiencing:

• harassment or intimidation
• threats of eviction or being asked to leave without correct process
• being locked out of your home
• your landlord entering your home without permission
• essential services being cut off (such as heating, water or electricity)
• concerns about your tenancy rights
• unfair treatment or discrimination

Information we need from you

To help us deal with your report as quickly as possible please provide:

• evidence that you have reported the issue to your landlord or letting agent - for example emails or letters (where appropriate)
• your landlord or letting agent’s contact details
• the address of the property
• details of the problem, including photos (where appropriate)
• your contact details
• a copy of your tenancy agreement (if you have one)

What we can and cannot do

The Private Sector Housing Team focuses on serious housing problems and enforcement where legal standards are not met.

We can:

• investigate serious hazards in residential premises
• take enforcement action where legal standards are not met
• act in cases of illegal eviction or harassment
• investigate unlicensed or overcrowded properties 

We cannot:

• act as your legal representative
• resolve all tenancy disputes between tenants and landlords
• require a landlord to carry out repairs immediately in every case
• stop a landlord from seeking possession through the courts where valid grounds exist

Get advice or make a complaint

Further information about your rights can be found on the Shelter website. Free legal advice may also be available from solicitors offering drop‑in advice surgeries on a sit‑and‑wait basis.

Shelter

Shelter provides independent advice on:

• your tenancy rights
• eviction and notice requirements
• harassment and illegal eviction
• repairs and landlord responsibilities 

Housing associations and registered providers

If your landlord is a housing association or registered provider, you must report repairs in line with the process set out in your tenancy agreement or directly to your named housing officer. 

If you are not satisfied with the response we can investigate, or you may prefer to make a complaint to the Housing Ombudsman.

The Ombudsman can:

• investigate complaints about how a landlord has handled an issue
• make decisions and require landlords to put things right 

Private landlords and letting agents

If your landlord is private, your initial complaints may need to be made through:

• the letting agent’s complaints process
• a redress scheme (if a letting agent is involved)

Instructions for completing the form

Choose a request type and category

To make sure your request is sent to the right team, you need to select both a request type and a request category.

Select a request type

Select “Search for request or report types”.

A pop-up box will open. Choose one of the following options:

Private Sector Housing – General
Use this for most housing issues, including:

• problems with property conditions
• tenancy issues
• landlord behaviour

Private Sector Housing – HMO Licensing
Use this for issues relating to Houses in Multiple Occupation, including:

• licensing
• unlicensed HMOs

Select a request category

After choosing a request type, a second list will appear. 

Select the option that best matches your situation.