Independent · not part of Norwich City Council
Norwich City Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Norwich City Council: the repairs phone numbers and emergency line, reporting a repair online, and how long the council has to fix it. The council’s own target for routine repairs is 30 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: norwich.gov.uk
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
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Norwich’s emergency line is here.
How to report
Reporting a repair to Norwich City Council
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Norwich misses its own target, complain. You may also be able to claim.
- Heating repairsReport heating repairs with the online form at gasway.co.uk/ncc-repairs-form.
- Damp and mouldReport online through the council’s self-service portal (selfserve.norwich.gov.uk), or call 0344 980 3333 and choose option 3, then option 3.
Emergency repairs
When to call Norwich straight away
Phone Norwich straight away if anything puts someone in danger or leaves your home unsafe. Emergency repairs outside office hours and on bank holidays. The number is in Norwich’s repair contacts.
- 01Major leaks
- 02No power or heating
- 03Structural damage
What counts as an emergency, from norwich.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Norwich.
Timescales
How long Norwich City Council has to fix it
Norwich’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Norwich’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursSerious problems that could be dangerous or cause major discomfort. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working daysProblems that affect comfort, like partial loss of heating or electricity. | No fixed legal limit unless it’s a hazard |
| Routine | 30 working daysNon-urgent jobs like plastering. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency hazards investigated and repaired within 24 hours; other damp and mould investigated within 10 working days, with a written report within 3 working days and repairs started within a further 5 working days. Mould washes booked within 5 working days and damp surveys within 14 days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from norwich.gov.uk and Norwich’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 30 working days ago? That’s past Norwich’s own target. You could claim compensation.
Start your claimYour options
If Norwich City Council doesn’t fix it: your options
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 complain to NorwichYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to the council
Every social landlord 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.
Norwich’s record
How Norwich City Council performs on repairs
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 the repairs service in 2024/25.
of the Ombudsman’s findings about Norwich in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Norwich City Council
- How it handled repairs and the resident’s reports of damages following a leak.Maladministration
£350 ordered - How it handled damp and mould.Severe maladministration
£1,100 ordered - How it handled reports of leaks, damp and mould.Maladministration
£575 ordered
Sources: Regulator of Social Housing judgement, 15 April 2026; Norwich tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Norwich City Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Norwich City Council repairs: questions
What is Norwich City Council’s repairs number?
0344 980 3333 (Repairs line) or 01603 412180 (Out of hours). Weekdays 9am to 4pm.
What is Norwich City Council’s emergency or out of hours repairs number?
01603 412180 (Out of hours · emergencies). Emergency repairs outside office hours and on bank holidays.
Can I report a repair to Norwich City Council online?
Yes, at norwich.gov.uk/homepage/online-accounts. Non-urgent repairs through your online housing account. You need to log in.
How long does Norwich City Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 30 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Norwich City Council tenants?
Since 27 October 2025, the council must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Norwich’s own damp and mould commitment: Emergency hazards investigated and repaired within 24 hours; other damp and mould investigated within 10 working days, with a written report within 3 working days and repairs started within a further 5 working days. Mould washes booked within 5 working days and damp surveys within 14 days.
How do I complain about a repair to Norwich City Council?
Complain to the council first, online, by email (listening@norwich.gov.uk) or by phone on 0344 980 3333. Acknowledged within 5 working days, with a full reply aimed for within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Norwich City Council?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Norwich City Council for you. It’s free to check.
Start your claimIs Report Repair part of Norwich City Council?
No. Report Repair is independent and not part of Norwich City Council or any council or housing association. We show Norwich’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What the council has to fix, by problem
Not Norwich?
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Reported a repair to Norwich City Council and still waiting?
About 2 minutes. No documents. Free to check.