Introduction from Cllr Denise Carlo
Portfolio holder for housing and communities
Welcome to the Autumn issue of TCC magazine
I’m delighted to welcome you to the autumn edition of TLC and to introduce myself as the council’s new portfolio holder for housing and communities.
I have lived in Norwich for 45 years and care deeply about our city, its communities and its proud tradition of providing social housing. I want to see more social homes built, existing homes that are well maintained and safe, and housing services that are easy to access, efficient, and transparent.
Most importantly, I want tenants and leaseholders to ave a strong voice in how those services are delivered. Your feedback helps us understand what is working well and where we need to do better.
There are encouraging signs. Our latest Tenant Satisfaction Measures show overall satisfaction has risen by 4.2 percentage points to 75.3%. We have also received a C1 rating – the highest possible grade – from the Regulator of Social Housing for meeting its consumer standards
You can read more about our performance on page 5, but there are many other ways to have your say. Our tenant engagement panels give you the opportunity to help shape services and hold us to account, and I would encourage you to get involved.
Elsewhere in this edition, we update you on investment in our homes, changes involving some of our contractors and important work to keep homes and residents safe.
There is plenty happening, and I hope TLC helps you stay informed about the work we are doing and, just as importantly, how you can be involved.
TLC – your choice, your way
We want TLC to be accessible for everyone, which is why we offer both digital and printed options. Going digital is more cost-effective, kinder to the environment and gives you greater flexibility.
TLC is sent based on the preference we have on record for you. You can check or change your preference at any time by logging in to Housing Online, calling our Customer Contact Centre on 0344 980 3333, or visiting www.norwich.gov.uk/tlc
If you are a leaseholder and would like to change your preference to receive a paper copy, please visit the Housing Hub on Get Talking Norwich.
New standards for housing staff
From October 2026, a new national Competence and Conduct Standard will come into force for social housing.
The standard was developed by the government following lessons from the Grenfell Tower tragedy, where the inquiry highlighted concerns about staff training and residents not being listened to when they raised concerns about their homes.
It aims to help improve services and strengthen professionalism across social housing by making sure staff have the right skills, knowledge, experience and behaviours. It will also require senior housing managers and executives to have, or work towards, relevant housing qualifications.
Importantly, tenants will have a role too. Landlords must give tenants meaningful opportunities to help shape and scrutinise their approach to staff competence and conduct.
Thank you to everyone who took part in our recent consultation, which was open between 5 June and 13 July. Residents told us they want staff who listen, communicate clearly, take ownership, understand individual needs, keep promises and treat people with respect.
This feedback has been used to create a new Competence and Conduct Policy, setting out the standards residents can expect from everyone delivering housing services on our behalf, including council staff, contractors and service providers.
Scan the QR code for more information.www.norwich.gov.uk/HousingCode
Your voice is helping improve our services
Residents are playing an important role in helping us improve housing services across Norwich.
Our Tenant Involvement Panel (TIP) met six times during 2025-26, working directly with council staff to review services and suggest improvements. Their input has already made a difference – from proposing annual stop tap checks and improving information for new tenants, to suggesting a video explaining our Housing Highlights performance dashboard.
Panel members have also helped shape new ways for residents to get involved. Following your feedback, we launched a dedicated repairs panel in March, covering areas including repairs performance, damp and mould, communication and complaints. New panels focusing on anti-social behaviour and building safety are also being developed.
Residents have also joined us on estate inspections, identifying improvements to communal areas, grounds, bin areas, signage and fly-tipping.
Want to have your say?
Find out about panels and upcoming estate inspections through the Housing Hub on Get Talking Norwich Estate Inspection.
How are we doing?
We want you to know how well your housing services are working and where there is more for us to do.
There are several ways we measure and report our performance. Our Tenant Satisfaction Measures tell us what tenants think about their homes and the services they receive, alongside information about how those services are performing.
Our C1 grading from the Regulator of Social Housing provides an independent assessment of how we are meeting national consumer standards.
You can also keep track of our performance through our online housing performance dashboard, which brings together the latest information in one place.
Together, these give a picture of how we’re doing across important areas including repairs, damp and mould, keeping homes safe and tenant satisfaction – helping us recognise what’s working well and focus on the areas where we need to improve.
Tenant Satisfaction Measures
Overall satisfaction with the service increased to 75.3%
Tenant Satisfaction Measures or TSMs are national surveys that all social landlords must carry out each year. They show how tenants feel about key services, and we update our results every quarter on our Housing Highlights dashboard.
Our full year results for 2025-26 show improvement across 11 of the 12 measures, including repairs, safety and communication.
Overall satisfaction with the service was up 4.2% on last year at 75.3%. This is against the national average last year 2024-25 of 71.8%.
For more information:www.norwich.gov.uk/tsm
C1 grading from the Regulator of Social Housing
Our C1 grading means we are meeting the national consumer standards, including those covering safety, repairs, neighbourhoods and how we listen to and communicate with tenants.
C1 is the highest of four possible grades and shows that the regulator has assurance that we are delivering the outcomes expected of a social landlord.
We would also like to thank our Tenant Involvement Panel members who gave up their time to help share tenants’ views during the inspection.
Housing highlights
Our housing highlights dashboard is updated every month and shows how we’re doing as your housing provider.
You can access it by visiting Get Talking Norwich Performing.
Home improvement programmes gather pace across the city
Work is now underway to improve your homes across Norwich with our new partnership contractors CLC Ltd and Mulalley & Co.
Both are working to deliver a wide range of improvements and upgrades across the city as part of our ongoing commitment to keeping homes safe, comfortable and fit for the future. The work covers a wide range of improvements, including replacement kitchens, new bathrooms, electrical upgrades, roofing works and heating improvements. These are changes that can make a real difference day to day, from creating more practical spaces to helping homes feel warmer and easier to live in.
Some of you have already been contacted for the current programme, detailing what work is planned and what you can expect next. The programme will be delivered in stages, with teams working closely with residents to arrange visits, explain the process and keep disruption to a minimum wherever possible.
Keeping you informed
We understand that having work carried out at your home can feel unsettling, especially when it affects important rooms such as kitchens, bathrooms or heating systems. That is why our teams and contractors will continue to keep you informed before, during and after the work.
Look out for letters and emails from us and we value any feedback you can give us – email us on: plannedworks@norwich.gov.uk
We will send you information about what is going to happen, when work is likely to take place, who will be visiting your home and where you can go if you have questions. This will help you feel more prepared and supported throughout the process.
Who is working where?
CLC Ltd cover the North City Centre, Catton Grove, Hellesdon, Mile Cross, Catton, Heartsease and Thorpe Hamlet.
Mulalley & Co. cover the South City Centre, Bowthorpe, Heigham Grove, Lakenham, Tuckswood, Earlham, UEA, and Eaton.
Look out for Mulalley & Co and CLC Ltd teams as they carry out appointments, surveys and planned improvement works as the programme progresses.
95% of you have told us you are happy with the works completed so far and here is some feedback.
Making homes warmer, greener and more efficient
As well as improving kitchens, bathrooms, roofs and heating systems, the programme will also support much needed work towards reducing fossil fuels in our homes. Both contractors bring considerable experience in renewable technologies, including air source heat pumps and solar panels, which will become more common as homes transition to these more sustainable technologies. These upgrades are designed to improve comfort for our residents, support more energy-efficient homes and contribute to wider environmental goals.
This work will help reduce carbon emissions, improve the quality of homes and support a more energy efficient housing service. The introduction of these new technologies will be carefully managed, and everyone will be given information about how these new systems work and how to use them. This will be particularly important for those of you who may be unfamiliar with renewable heating or energy systems.
Resident stories and feedback
Feedback is an important part of telling us how these changes make a difference. While the technical improvements are important, the most meaningful measure is how you feel once the work is complete.
A new kitchen, bathroom, roof or heating system can make a home feel more modern, reliable and comfortable.
Find out more
If you would like to know more about the home improvement programmes, or have questions about planned work in your area, please contact us using the details below. We will continue to share updates as the programme develops and more homes benefit from the improvements.
Call us on 0344 980 3333 or email us at plannedworks@norwich.gov.uk
Understanding your service charges
If you’re a leaseholder, your service charge is your contribution towards the cost of looking after your building and the shared areas around your home.
Depending on where you live, this can include cleaning and grounds maintenance, communal lighting, lift servicing, building insurance and repairs to shared parts of the building.
Charges can change from year to year as the cost of providing these services changes or different repairs and maintenance are needed. The amount you contribute, and the services you pay for, will depend on your home and the terms of your lease.
We know service charge statements can sometimes seem complicated, so we’ve put together a simple online guide explaining how charges work, including estimated and actual costs, repairs, major works and what happens if costs are higher or lower than expected.
Find out more
Visit the Leaseholders' guide to service charges.
If you still have questions, our Home Ownership Team is here to help.
Renters’ Rights Act mythbuster
You may have heard about the Renters’ Rights Act and wondered what it means for you. Most of the changes are for private renters, but some also affect social housing. Here we separate fact from fiction for Norwich City Council tenants.
Myth: ‘No-fault’ evictions have just been abolished for all tenants.
Fact: Section 21 ‘no-fault’ evictions is applied to to private renters, not secure council tenants. The council must have a legal reason and follow the correct process to seek possession of your home.
Myth: All tenancies are now rolling tenancies.
Fact: No. The new system applies mainly to private renting. Norwich City Council’s secure and flexible tenancies are not moving to this system.
Myth: The new rent increase rules apply to my council rent.
Fact: No. Council rents follow separate government rules for social housing.
Myth: The Act has replaced my council tenancy agreement.
Fact: It has not. Your existing tenancy rights and responsibilities continue to apply.
What should I remember?
Many of the Renters’ Rights changes you may hear about are for private renters. Council social housing has separate rules.
We’ll keep you updated about any future changes that directly affect your tenancy.
You said, we did
You tell us what matters to you – and we use your feedback to improve our housing services. Here are some of the changes you’ve helped make happen.
Cleaner estates
You asked for action on fly-tipping. We’ve targeted 10 hotspots with deep cleans, new signs and information for residents. We’re now looking at further improvements, including pressure washing bin stores and stronger action against persistent fly-tipping
Improving complaints
We know complaints handling needs to improve. A new satisfaction survey is helping us understand your experience and where we need to do better.
A better Pet Policy
384 residents responded to our consultation. Your feedback led to changes, including clearer requirements for tower blocks, removing the proposed restriction on pets sing lifts and stronger guidance on responsible pet ownership.
Making things easier and safer
We’ve made Housing Online password reset information clearer. Following a suggestion from a Tenant Involvement Panel member, annual stop tap checks have also been added to Gasway safety inspections.
Love Norwich in action
A Love Norwich grant helped Fred (pictured below) and young people from St Eds transform an idea into a colourful new mural at Gildencroft Park.
Our pledge to LGBTQ+ residents
Everyone should feel safe, respected and comfortable in their own home.
We signed the HouseProud Pledge in February 2026, showing our commitment to improving the experiences of LGBTQ+ residents in our homes and communities.
We’re now working towards Pledge Pioneer Accreditation by May 2027. This includes listening to LGBTQ+ residents, providing training for staff and making sure equality and inclusion are built into our housing policies and services.
The pledge is about making a practical difference – ensuring LGBTQ+ residents feel listened to, supported and confident raising concerns with us.
Find out more on Stonewall Housing.
Keeping you safe
Your safety is our priority. We regularly inspect, maintain and improve our homes and buildings to make sure they are safe and meet required standards.
Safety checks in 2025-26
- 100% Gas safety
- 98.6% Electrical safety
- 100% Water hygiene
- 100% Fire Safety
- 99.9% Asbestos survey and reinspections
Improving your homes
During 2025-26, our planned works programmes delivered:
- 690 new boilers
- 386 kitchen replacements
- 488 bathroom replacements
- 2,838 electrical upgrades
- 263 solar panel installations
- 244 roof replacements
We also completed 40,065 repairs, and 99.7% of homes met the Decent Homes Standard.
These checks, repairs and improvements are all part of our work to keep your home safe and well maintained.
Keeping you and your home safe
Top tips for staying warm and safe this Autumn and Winter:
Please make sure you allow access for any scheduled boiler and electrical safety nspections. These checks help us keep your heating, wiring and electrical equipment working safely and reduce the risk of unexpected breakdowns when you need them most.
If you use portable heaters, keep them well away from curtains, furniture and clothing, and never leave them running unattended or overnight. Avoid overloading sockets with multiple extension leads, especially when using extra heaters or seasonal lighting.
Candles and other open flames can quickly become a fire risk. Always extinguish them before leaving a room or going to bed and keep them away from anything that could catch fire.
Damp and mould: wipe condensation from walls, sills, and windows. Close doors when showering. Keep lids on pots and pans. Keep temperatures consistent (day 21°C, night 16°C). Avoid drying clothes on radiators. Use extractor fans. Do not block air vents. Circulate air by opening windows. Keep a gap between furniture and external walls.
Don’t forget to test your RCD (Residual Current Device) every six months. Simply press the ‘Test’ button on the unit. The switch should trip immediately. Reset it by moving the switch back to the ‘On’ position. If it doesn’t trip, report it to us as soon as possible.
A few simple checks can make a big difference. Stay warm, stay safe, and help us keep your home running smoothly this winter.
Improving our neighbourhoods
Satisfaction with communal areas is improving
Clean, well-maintained communal areas and visible caretaking services make a real difference to where you live.
Satisfaction with the cleanliness and maintenance of communal areas has improved from 57.6% to 59.8% this year. But there is more we can do.
We’ve expanded our caretaking service, increased estate inspections and resident walkabouts, and strengthened oversight of grounds maintenance and window cleaning.
Our regular Estate inspections also give you the chance to raise concerns and suggest improvements in your neighbourhood. Join us on upcoming inspections by visiting the Housing Hub on Get Talking Norwich Eestate Inspection.
Tackling anti-social behaviour
Everyone should feel safe in their home and neighbourhood. Our anti-social behaviour (ASB) team investigates reports including harassment, intimidation, nuisance behaviour, hate incidents and drug-related concerns.
We focus on early intervention and supporting those affected but take enforcement action where necessary.
Over the past year, this has included actions such as:
- 14 community protection warnings
- 15 notices seeking possession
- 14 full closure orders and seven partial closure orders
- 3 ASB injunctions
If you’re experiencing ASB, please report it to us so we can help and support you.
Pride in Place
Last year the government selected Heartsease & Pilling Park and West Earlham and Bowthorpe to receive up to £20 million in investment over ten years.
Local people will decide how and where this funding is spent to improve those local communities.
Each area has a newly elected neighbourhood board/committee made up of local people and a chairperson who will work closely with local communities to develop and agree on the plan for each area.
If you are living in these areas, have your say and tell them what you think:
- West Earlham & Bowthorpe committee: www.webprideinplace.co.uk/online-survey
- Heartsease & Pilling Park board: GetTalking.norwich.gov.uk/HeartseaseAndPillingPark
This is a major opportunity to make lasting improvements – with residents at the heart of deciding what happens.
