Independent · not part of Norwich City Council
Norwich City Council complaints, compensation and disrepair claims
Your options if Norwich City Council hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Norwich City Council repairs
LandlordNorwich City Council
Has Norwich City Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Norwich’s repair contactsFree to check · About 2 minutes
You can complain to Norwich City Council, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Norwich City Council hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Norwich for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to the council
This can get the council to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order the council to put things right. In its recent decisions about Norwich, it ordered between £350 and £1,100 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much. Norwich’s own target for a routine repair is 30 working days, so a repair left longer than that is already late by its own standard.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Norwich City Council
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Norwich City Council asking for the repairs and compensation. Under the court rules for housing conditions claims, the council should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Norwich City Council
Norwich City Council has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to the council
Acknowledged within 5 working days, with a full reply aimed for within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
From norwich.gov.uk, checked 5 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimNorwich’s record
What the regulator and Ombudsman found
Apr 2026: The regulator found the council is meeting the consumer standards, with 99.6% of homes meeting the Decent Homes Standard, emergency repairs done on time, a proactive approach to damp and mould and improved complaint handling.
of Norwich tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Norwich in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 15 April 2026; Norwich tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Norwich
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Norwich City Council at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled repairs and the resident’s reports of damages following a leak. Read the decisionMaladministration
£350 ordered - How it handled damp and mould. Read the decisionSevere maladministration
£1,100 ordered - How it handled reports of leaks, damp and mould. Read the decisionMaladministration
£575 ordered
Source: Housing Ombudsman decisions.
Has Norwich let you down too? You could claim compensation.
Start your claimQuestions
Norwich City Council complaints and claims: questions
How do I complain to Norwich City Council about repairs?
Online: norwich.gov.uk. By email: listening@norwich.gov.uk. By phone: 0344 980 3333. Say what the problem is, when you reported it, and what you want done.
How long does Norwich City Council have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a full reply aimed for within 10 working days. Stage 2: acknowledged within 5 working days, with a reply aimed for within 20 working days.
Can I claim compensation from Norwich City Council for damp and mould?
You could, if you reported it and the council didn’t fix it in a reasonable time. A law firm on our panel can take it up with Norwich for you.
Start your claimHas the Housing Ombudsman found Norwich City Council at fault?
In 2024/25 the Ombudsman found maladministration in 83% of its findings about Norwich. Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with Norwich City Council: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with the council on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Norwich?
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Still waiting for Norwich City Council to fix it?
About 2 minutes. No documents. Free to check.