Tenancy support

We can provide advice and guidance to help you sustain your tenancy and support wellbeing. We also deliver enhanced support for sheltered housing tenants and other residents as required.

We will contact you in the early stages of your tenancy to resolve any issues that may occur and support you living in your new home and neighbourhood.

Subsequently, we will visit you at least every three years, delivering a tenancy and wellbeing health check. We can make these visits more frequent to provide additional support as agreed with you. For further information on our tenancy support visits please see the video below:

We can help you access support and opportunities so you can make the most of your home and neighbourhood by offering advice on:

• money and finance
• benefits
• getting online
• health and wellbeing
• employment, support and training

To contact the Tenancy Support Team:

• email: [email protected]

What support can you give me?

We are here to help you through any tenancy-related problems you may be having. Or you may have a tenancy for the first time and are just not sure where to go from here.

We aim to give you the information, advice and skills you need to maintain your tenancy, live independently and support your wellbeing.

We can advise and assist with:

• support to help you live independently
• budgeting and money management
• benefit advice and help with forms
• tenancy-related advice including rent arrears and nuisance issues
• support you with hoarding and de cluttering
• learning and developing essential life skills
• helping you to contact other agencies
• advice and safety for mobility scooter users. See the video below:

What support is available for sheltered housing residents?

To help you keep your independence, do more of the things you enjoy and to feel safe and connected, we offer:

• a Community Alarm system
• general support
• adaptations to your home
• regular contact and scheme visits
• activities and events in your communal room

Our Sheltered accommodation section gives more information.

Other useful information and support

Get help and advice on debt, managing your money and looking ahead.

Money advice and benefits

• if you have money worries, we work with DIAL (opens new window) and the Norfolk Citizens Advice Bureau who can provide advice and support
• if you need some advice on benefits, please visit DIAL (opens new window) or the Norfolk Citizens Advice Bureau; see our Debt advice page for more information
• if you have been a victim of fraud or a scam please contact Norfolk County Council Trading Standards
• the Client Hardship Service (operated by Norfolk County Council) provides help to people who are unable to meet their immediate needs or who need practical support to set up home
• use our handy Benefit calculator to help find out what benefits you can claim
• Carers Matters Norfolk provides advice and support for unpaid carers
• for information and support with Housing Benefit and Universal Credit, see our Housing benefit and financial support section

Getting online

• Norfolk County Council Adult Learning offers courses and advice to gain essential digital skills.

Health and wellbeing

• for information on health and wellbeing take a look at the Norfolk County Council Living Well page
• for support with alcohol and drug dependency contact CLG Norfolk Alcohol and Drug Behaviour Change Service
• Feathers Futures brings women together into a connected community group, providing a safe, non-judgemental environment
• for mental illness peer support online take a look at Together in Norfolk
• Smoke Free Norfolk helps people to quit
• MAP offers drop-in spaces for young people to get advice without an appointment

How to report a tenant welfare or property concern?

You can tell us about a problem on your street or in your neighbourhood through either:

• the Love Clean Streets app, available to download free of charge from Google Play for Android or the Apple App Store
• the Love Clean Streets website

Reporting a pest problem in a home or property

A range of pests can impact homes including issues linked to rats; mice; bed bugs; fleas; silverfish and other vermin. If a pest infestation occurs in a property, the Council acknowledges this can cause great distress for the tenants and their household. The Council's tenancy agreement is clear that treatment of a pest infestation is the responsibility of the tenant.

However, if the infestation occurs in the following circumstance, the Council will undertake treatment to support a resolution to the issue:

• caused by a repair defect
• in a communal area
• identified from the commencement of tenancy

If the cause of the infestation is not due to the issues outlined above, the tenant will usually be advised to instruct their own pest control treatment at their own cost.

For more information, please refer to our Tenancy Policy. If you wish to contact us regarding an infestation please complete our Tenancy contact form.