Norwich council housing: How tenant feedback is shifting service goals

demoduck.co.uk editorial team 2026-08-06 10:45 2 min read

Pastel historic houses lining a calm river quay in Norwich city centre.

Tenants living in Norwich City Council housing are reporting improved service standards across several key areas, according to the latest annual Tenant Satisfaction Measures (TSM) results. The survey, which gathered responses from over 1,000 residents, indicates a positive trend in how the council manages property maintenance and communicates with those living in its homes.

Performance Trends in Housing Services

Data from the 2025-2026 research period shows that overall satisfaction has reached 75.3%, a 4.2% increase compared to the previous year. The findings highlight specific gains in the speed and quality of repairs, as well as general home maintenance.

Performance metrics for the past year include:

Norwich council housing: How tenant feedback is shifting service goals

Overall Repairs Satisfaction: 77% (up 2.9%)
Repair Completion Time: 70% (up 2.8%)
Home Maintenance Satisfaction: 74% (up 3.2%)
Perception of Home Safety: 81% (up 0.8%)

In addition to tenant perception surveys, the council reported full compliance in critical safety areas, including 100% completion of gas safety checks and fire risk assessments. Emergency repair performance remained consistent, with 99.3% of urgent issues addressed within the 24-hour target window.

Addressing Service Gaps

While the majority of metrics showed improvement, the data identified a slight decline in satisfaction regarding the council’s approach to anti-social behaviour, which fell by 2%. This specific feedback has prompted the council to launch a new anti-social behaviour tenant engagement panel.

Cllr Denise Carlo, cabinet member for housing and communities, noted that the survey results serve as a roadmap for future priorities. The council is currently collaborating with tenant groups to refine service delivery based on these findings. Residents interested in contributing to the new anti-social behaviour panel can register their interest through the Get Talking Norwich portal.

Source: Norwich City Council

Context & actions About this article

Source check Verified Council Report

This report is based on the 2026 Tenant Satisfaction Measures published by Norwich City Council.

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