Tenant services consultation 2025

Join the conversation - how can we improve housing services for everyone.

As part of our ongoing commitment to improving the way we provide services for your home, we would like to hear from you.

We’re consulting on these important updates, and we would like to hear from you about how we deliver and charge for your housing services before any decisions are made.

These items include:

1. Reviewing how we best provide housing services
2. How we work on your estate
3. Moving to a digital way of communicating

Each of these items are explained below – what they mean, why we’re making these changes, and how they would affect you – followed by how you can give your feedback.

The consultation will last for 5 weeks, and will start from 12 December 2025

1. Reviewing how we best provide housing services

Norwich is seeking to improve homes and make neighbourhoods great places to live. We recognise that the services we provide play an important role in achieving this. We have been looking at how we best run and organise our services and wanted to capture our residents' thoughts on where they live and what is most important to them. As part of this consultation, we have included a survey, and it would be helpful to take a moment to share your thoughts about services in your neighbourhood. We will use this to inform and shape our plans.

2. How we work in your community

We would also like to hear about how you would like to have your say on the services we provide to your community. Again, there are some questions in the survey that provide this opportunity.

We are currently looking at how we work with residents and how we monitor the standard of services and information about the services we provide. We are looking to update our services' standards and information we report about how we are performing.

3. Moving to a digital way of communicating

We want to provide a better, more effective way of communicating with our tenants

We plan to send most housing communications in a digital format through housing-online, via email or text instead of post.

This will include:

• Rent statements (via Housing On-line)
• Newsletters / TLC magazine
• Appointment reminders
• Consultations and updates (Including using the Housing Hub)

Benefits of going digital:

• Faster delivery of important information
• Saves money
• Reduces paper waste
• Most tenants have said they prefer it

You can still opt to receive paper letters if you prefer. We’ll support anyone who isn’t online, including help setting up email or using our online portal.

We’ll make sure your contact details are up to date and test the system before switching fully. You’ll always still be able to reach us by phone when you need to.

How to give your feedback

We want to hear your views before any decisions are made.

You can respond by:

• Filling in the Housing hub page.
• Emailing us at housingconsultation@norwich.gov.uk

🗓️ Please send your feedback by Sunday 18 January 2026.

After the consultation, we’ll review all responses and your comments as we progress our improvements to services.