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Frequently mentioned in reviews: council (27) service (18) time (15) phone (14) call (14) Norwich (12) told (9) city (8) City (8) work (7)
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  • 1/5 Sophie S. 8 months ago on Google
    HORRENDOUS. Just trying to set up my council tax. The form won’t work online, no one calls you back if you hold a place in the queue. They keep you on the line for SO LONG it should be illegal. You’re sending me letters telling me to pay but give me no options to speak to a human to set it up. You should be ashamed of yourselves, none of your forms online work and you can’t even answer the phone. It’s depressing, stressful and you need to do better. 0/10.
    12 people found this review helpful 👍

  • 1/5 Megan C. 1 year ago on Google
    I have to wait on hold for over an hour each time to never get the help I need. They are slack. I have been trying to do a mutual exchange and the other council (despite having a backlog of over 2 years) get back to me within 1 hour whereas Norwich seem to like to keep you waiting over a week for a response. My move has been delayed by over 2 months due to Norwich’s slackness. I’ve had to keep on them and reminding them, if I didn’t I would probably be looking at a year delay. They advise incorrectly too. The worst council I have dealt with. If you work and need to contact them on your hour lunch break, forget it. They’ll answer minimum an hour and a half later. To speak to you for 2 minutes.
    9 people found this review helpful 👍

  • 1/5 Gareth M. 1 year ago on Google
    I've been trying for 3 days to report an electrical fault in my property, I got through to 1 person through the out of hours number who said as it's not an emergency they couldn't do anything and I would have to ring the normal number. Been on the phone now for 15 hours over 3 days listening to the same automated message. Absolutely disgusting. I've also been going round in circles through the website. Very shoddy.
    8 people found this review helpful 👍

  • 2/5 Fox T. 2 years ago on Google
    I've had the unfortunate experience of having to deal with this council and their internal bureaucracies when filing multiple documents relating to housing and homelessness. I can say with the utmost truth that this council operates with negligence and is a malignant tumour upon everyone forced to deal with them. They truly go out of their way to be difficult, and if you don't have advocation in the way of solicitors or charity workers you will have a thoroughly bad time. They lose paperwork far too often, make filings needlessly complicated, and simply don't seem to care most of the time. This is more of a systemic issue and less of a reflection of the staff themselves, as there are a few good staff members internally that provide good service and are polite. May whatever god you worship save your soul if you require the assistance of this institution.
    7 people found this review helpful 👍

  • 1/5 Ian B. 8 months ago on Google
    Abysmal service, apparently my wife who has Alzheimer’s has no chance of a blue badge because she has a carer. She has narrowly avoided being run over now 3 times in the last few weeks. Overpaid and uneducated staff, do not make for a great service. If I could rate this in the minus it would be - 10. Absolutely appalling service, not that they care unless you refuse to pay for one of their services.
    7 people found this review helpful 👍

  • 1/5 Philip W. 1 year ago on Google
    I've been unable to contact the council to regarding council tax for at least a month via the phone. I just get a automated message that tells me to call back later. Walked in today to be told they only deal with council tax over the phone I've never had to work so hard to try and pay someone in my life
    6 people found this review helpful 👍

  • 1/5 Mat S. 2 years ago on Google
    Very poor service - a joke really. You then try to get through on the phone and it gives you an automated message and hangs up. I would give the council no stars, but that isn't possible,.
    5 people found this review helpful 👍

  • 1/5 hab '. 8 months ago on Google
    Useless place, useless people, useless online services I don't get what they getting paid for? they don't email back they don't answer phones, especially their traffic wardens who is not even trained to use common sence, Disgarceful.
    5 people found this review helpful 👍

  • 1/5 Ewelina S. 7 months ago on Google
    I haven't found the city council particularly helpful when it comes to housing application. I'm being constantly dismissed and given conflicting information. I'm under the impression that they are not willing to help me in a difficult situation.
    4 people found this review helpful 👍

  • 1/5 Ben 2 years ago on Google
    Useless, old fashioned thinking, needs a clear out and fresh approach. It hasn’t changed in 43 years. In a time when the internet is taking over with regards to selling goods and services, Norwich City Council closes off most of the city centre for pedestrians/Cyclists. No parking allowed, unless you pay in the city. They love installing a cheap unkept roundabout with lights?! All you have to know about Norwich City Council is the main UEA University is on the right as you enter the City and the Campus, that houses thousands of students is on the left, this particular road is also the main road for the N and N Hospital. Norwich City Council installed a crossing with lights!! Which in turn holds up hundreds of cars ever morning as the students make there way to Uni, lots of space to install a over head walk way, creating flow in traffic, however Norwich City Council have always/ will always be to slow to catch a cold!!
    4 people found this review helpful 👍

  • 1/5 Tom 1 year ago on Google
    I wait 3 hours for a call back after being in a queue, get called, then they hang up on me after about 10 seconds. No call since. How on earth am I supposed to get my council tax (which they’ve messed up severely) sorted if I can’t speak to anyone? I’ve never had to work so hard to GIVE someone my money. Ridiculous and beyond incompetent.
    4 people found this review helpful 👍

  • 1/5 Amon S. 7 months ago on Google
    Abysmal SERVICE, they made mistake not taking my green waste, I phoned them same day, they told me it will be collected within 48 hours , I phoned two more time I was told they escalate nothing happened, wanted to talk to manager of the man I was talking to , he said he was the only contact . I have had at least four E mail from council all useless. ABYSMAL SERVICE.
    3 people found this review helpful 👍

  • 1/5 Sophie L. 10 months ago on Google
    Ever since this housing has changed over from Norwich city council to Norwich city services limited, the repairs have been absolutely disgusting. For a whole year I have waited on repairs. My kitchen has ingrained mould in the structure, my worktop is holding up by a broom stick above two of my appliances. I have a 2 year old who suffers severely with respiratory issues. To have mould ingrained in the structure of my kitchen and for nothing yet to be done is disgraceful. I pay full rent every week and this is the service I’m receiving. I have my upstairs bathroom floor ripped out due to a major leak and have been left with plywood since the 14th February. Conisbee deemed my landing ceiling as unsafe as I cross joint has snapped and it’s bowing into my downstairs light. Also asbestos positive. I asked to raise this to stage 2 of complaints through the housing ombudsman service on the 19th of April. And yet still no response. When I call up repairs they tell me someone will be in touch EVERYTIME and yet still nothing. Absolutely appalling service!
    3 people found this review helpful 👍

  • 1/5 Ethan W. 10 months ago on Google
    council tax goes up, phone operators goes down. stop getting robots to do the job tax payers are paying you to do.
    3 people found this review helpful 👍

  • 1/5 Jack P. 1 year ago on Google
    Honestly disgraceful they way they operate. They keep sending me letters regarding overdue council tax (despite having never missed a payment) and I have tried to call multiple times, but with their offices closing at 4 it's impossible to get through. I have to work in the day and cannot simply take the time to sit on hold for hours on end. Furthermore, they have been sending letters for different amounts that are supposedly overdue just days apart. This has happened multiple time now! Ridiculous. Norwich is a great city to live in, but the city council is an abysmal let down.
    3 people found this review helpful 👍

  • 1/5 S M. 2 years ago on Google
    Had no end of problems with my elderly mum's brown bin collections being missed by the councils privately contracted out partner. The service is a shambles and so too is the councils customer support service. Bring it all back under council run control. Appalling service!
    3 people found this review helpful 👍

  • 1/5 Bran W. 6 months ago on Google
    Way too much council tax for very little service they provide. Cool building tho.
    2 people found this review helpful 👍

  • 1/5 Viktorija S. 7 months ago on Google
    Absolutely shocking service. Barely any option to speak to a real person and when there is the wait times are crazy. The agent tasked with calling me back rang for literally 1 second which obviously didn’t give me enough time to answer the phone. Shame on you!
    2 people found this review helpful 👍

  • 1/5 Imran “Imp” N. 6 months ago on Google
    They are liars and cheats, they play the system against people and use all their powers to protect themselves from accountability. The single worst organisation I have ever had to deal with in 40 years.
    2 people found this review helpful 👍

  • 1/5 Holly B. 1 year ago on Google
    Worse landlord ever. Don’t return calls, don’t take responsibility, don’t help, rude & unhelpful even gives out wrong advice! Then doesn’t apologise or do anything about it. Don’t do anything about problem tenants & just goes after the decent ones for minor issues. It would be easier to list the good things which are NONE. Literally need to close their office in city, waste of money & time!
    2 people found this review helpful 👍

  • 1/5 Geoff P. 1 year ago on Google
    Incompetent. When asked for documents I now send them by recorded delivery because Norwich City Council staff have a history of "losing " them. The customer service staff take a jurassic age to answer the phone and there's very little they can actually do. The callback facility isa complete lottery. Staff take a long time to respond to emails. There seems to be a problem with administering council tax payments this year. Despite being fully up to date I received reminders for payments and have now been issued with a summons. The cost of sorting out this incompetency will be met by council tax payers, most of whom are already watching the pennies. Norwich City Council has poor leadership and poor management. Instead of publishing propaganda suggesting everything is hunky dory the senior managers should take a look at what is really happening.
    2 people found this review helpful 👍

  • 2/5 James T. 1 year ago on Google
    I'll give 2 stars as when able to speak to someone they are friendly and very helpful. But it's the system around the staff that fails. Very difficult if not sometimes impossible to get through to someone, never get a response from their email service, no live chat. Basically you're forced to ring which isn't convenient when constantly busy/at work and if you miss their call back for any reason you've had it. They need a functioning email service that they actually acknowledge and respond to, a live chat service, more accurate information on the phone where you are in the queue and estimated length of wait and more call handlers. The online my account not being so glitchy and easier to get a repair actually reported would help aswell. It feels like obstacles are placed in the way so they can do anything to avoid coming out for a repair. I once had a non working toilet be classed as a non emergency for goodness sake. Also I echo one reviewer here, get UBER!
    2 people found this review helpful 👍

  • 1/5 Bonnie B. 1 year ago on Google
    I “viewed” a flat in May. Only to turn up & there’s still people living there. We got told we’d be moved within 6 weeks. 6 weeks were over & i get told 3 months MAX. It’s now almost October. Not had a phone call. Can’t get an answer from them on anything. 5 months I’ve been waiting to simply move into another home. They told me “I can’t give you a time frame” yet that’s exactly what they’ve been doing. Surely it doesn’t take 5 months to get a home ready for someone to move into?
    2 people found this review helpful 👍

  • 1/5 Dean W. 1 year ago on Google
    Having moved into the Norwich City Council area from another local council there is a marked difference in the service levels and the response I received when trying to resolve an issue was diabolical. Such a shame.
    1 person found this review helpful 👍

  • 4/5 Richard B. 1 year ago on Google
    The council over the years has had it's issues.I would say the housing department did a fantastic job supporting a client I was working with which I'm very grateful. I hope the council as a whole continues to improve as other issues still need addressing.
    1 person found this review helpful 👍

  • 1/5 James T. 1 year ago on Google
    You've incorrectly sent me a council tax cancellation letter, I'm unable to resolve this with you over the phone and have been trying for 3 days now. Each time I call, I'm told you're busy and to call back later. This will soon be escalated to a council tax summons which will incur additional charges and could harm my credit rating. To add insult to injury, I cannot even submit a form on your website to ask you to contact me, as it generates an error each time I try. This is criminally incompetent.
    1 person found this review helpful 👍

  • 1/5 Ghost D. 6 months ago on Google
    I called NCC today to discuss my revised council tax bill. The call handler I got through to either refused to hear me properly or what i was saying didn't aline with her training knowledge because she she only heard snippets of what I said to fit her narrative so she could provide me with a robotic answer that didn't fully anseer my queries. Anything out of that remit was a waste of time. If you want a logical solution, forget it. Their system doesn't understand and neither does she apparently.
    1 person found this review helpful 👍

  • 1/5 Steve W. 2 years ago on Google
    It’s worse now that it was before , if it’s changed ….sort it out for gods sake or bin it as your wasting money as pure normal. Would like to give it 5 stars but that will never happen for sure.
    1 person found this review helpful 👍

  • 1/5 PG S. 8 months ago on Google
    Useless people working here I have been trying to contact for my council tax payments I have been calling them since 9am till 3 pm they said they will call me back I have to wait for them and I can’t do anything wasted my time all day waiting for them when they called me back they can’t do anything and told me to waited again another call back it was make me so disappointed about it 😓

  • 5/5 Linda B. 11 months ago on Google
    Saturday afternoon 3.45pm. Reported a lot of broken glass at the bottom of a climbing frame in the park opposite The Whiffler Pub on Boundary Road (whoever would do such a thing to equipment only used by children!!!) Googled it and found a form online to report it and within half an hour had an email confirming it had been actioned and case closed.

  • 1/5 Richard G. 8 months ago on Google
    This is automated telephone madness. 6 minutes and 23 seconds of automated messages and random button pressing to be told they were too busy and phone back later.

  • 3/5 Peter C. 2 years ago on Google
    The 20 mph limit is a total waste of money.Our traffic calming humps are not adequate.We live on a rat run between Aylsham Rd. and Waterloo Rd. A one way system plead falls on deaf ears, partly because NCC vehicles use this as a short cut too.

  • 5/5 Molly Rose (. 2 years ago on Google
    Having some trouble with a community boiler. Had to ring up to try and sort out how we could solve this problem and who's responsibility it is. The people at the end of the phone (sam and a man as had multiple call) tried there best to be helpful and give us all the information they could, contacting other people for us. They were understanding and friendly. Although the issue has not yet been resolved (they are trying hard arm to fix it), the people at the end of the phone are very nice and I appreciate their patience.

  • 5/5 Ann M. 2 years ago on Google
    Sent an email over the Christmas period when the offices were shut regarding a lost short stay parking permit. They emailed back on 4th January, I applied online for a new permit, and said permit was delivered today (7th Jan). Brilliant! Thanks so much.


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