2.1 You can contact us via our website www.norwich.gov.uk/contact, by email, post, telephone, or at our offices. You can also login to your My Account www.norwich.gov.uk/MyAccount to manage your tenancy.
Contact details and opening hours may change from time to time. We will give you current details when your tenancy begins and tell you when they change. Please note:
- we have a 24-hour emergency telephone service out of office hours
- private meeting facilities are available for confidential discussions
- home visits can be arranged.
2.2 We value your views and consult all our tenants as best we can about the service we provide. Please contact us if you want information about joining or forming a tenant association and other ways to get involved.
2.3 We write to all our tenants from time to time, so that you are kept up to date with developments or information that may affect your tenancy. We also publicise such information on our website www.norwich.gov.uk/housing and/or at our offices.
2.4 We sometimes operate incentive schemes for tenants to encourage and reward best tenancy practice. We will publish such schemes when they apply.
2.5 You may inspect the information we hold about you. Please ask us for details.
2.6 If you think your neighbours are not keeping to this agreement so as to spoil the enjoyment of your home, please contact us. We will investigate and do our best to resolve the problem. Part 12 explains how we enforce the agreement.
2.7 If you are not satisfied with the service we provide and you cannot resolve the problem with your housing officer, you can use our complaints process.
If a problem cannot be resolved under our own complaints process, www.norwich.gov.uk/complaints, you can refer the matter to the Housing Ombudsman.
Giving formal notice
2.8 When we need to give formal notice to you about your tenancy, we must do so in writing by handing it to you in person or posting it or delivering it by hand to your home. Remember that your home, in this context, is your tenancy address, not somewhere else that you might be living at the time (see paragraph 1.8).
2.9 When you need to give formal notice to us about your tenancy, you must do so in writing by handing it to one of our housing staff in person. You can also post it or deliver it by hand to Norwich City Council, City Hall, Norwich, NR2 1NH, or any other office we use for our housing service. Or via the online form on our website.
2.10 In the case of joint tenancies, notices are effective if given by us to one joint tenant only, or if given by one joint tenant only to us.
2.11 This paragraph applies if you die during your tenancy, you are the only tenant, and no family members are allowed to have the tenancy passed on to them (see paragraphs 13.3 and 13.4). In that situation, any notice that we must give about the tenancy is effective if addressed to your personal representatives and posted or delivered by us in accordance with paragraph 2.8.
Appraisals during trial period
2.12 While you are an introductory tenant, you must allow us to visit you in your home and make yourself available accordingly. This is so we can carry out appraisals of whether you are successfully maintaining your tenancy during your trial period.
2.13 If you are a secure tenant only you may have the right to buy your home (subject to certain statutory exceptions) and only after a qualifying period. Further information on right to buy is available on our website www.norwich.gov.uk/RightToBuy Certain properties, such as sheltered housing, are excluded from the right to buy.
2.14 If you are a secure tenant only if you or a person living in or visiting your home has behaved, or has threatened to behave, in an antisocial way or has used or threatened to use your home for an unlawful purpose then we can ask for a court order suspending your right to buy your home.
