Norwich City Council
Complaint overview
Between 1 April 2025 to 31 March 2026, we dealt with 39 complaints. Of these, 19 were not for us or not ready for us to investigate. We assessed and closed 16 complaints. We investigated 4 complaints.
You can search the decisions behind these statistics and read our annual letters to this council.
Complaints dealt with
Not for us
Assessed and closed
Investigated
More about this data
Complaints dealt with – the total number of complaints and enquiries considered. It is not appropriate to investigate all of them.
Not for us – includes complaints brought to us before the council was given chance to consider it, or the complainant came to the wrong Ombudsman.
Assessed and closed – includes complaints where the law says we’re not allowed to investigate, or it would be a poor use of public funds if we did.
Investigated – we completed an investigation and made a decision on whether we found fault, or no fault.
Complaints upheld – we completed an investigation and found evidence of fault, or the organisation provided a suitable remedy early on.
Satisfactory remedies provided by the Council – the council upheld the complaint and we agreed with how it offered to put things right.
Compliance with Ombudsman recommendations – not complying with our recommendations is rare. A council with a compliance rate below 100% should scrutinise the complaints where it failed to comply and identify any learning.
Compliance on time – recommendations were recorded as completed within agreed timescales.
Average performance rates – we compare the annual statistics of similar types of councils to work out an average level of performance. We do this for County Councils, District Councils, Metropolitan Boroughs, Unitary Councils, and London Boroughs.
For more information on understanding our statistics see Interpreting our complaints data.
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Complaints upheld
We investigated 4 complaints and upheld 4.
100% of complaints we investigated were upheld.
This compares to an average of 74% in similar authorities.
View upheld decisionsAdjusted for Norwich City Council's population, this is 2.7 upheld decisions per 100,000 residents.
The average for authorities of this type is
1 upheld decisions per 100,000 residents. -
Satisfactory remedies provided by the Council
In 0 out of 4 upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
0% satisfactory remedy rate.
This compares to an average of 15% in similar authorities.
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Compliance with Ombudsman recommendations
We recorded compliance outcomes in 3 cases.
In 3 cases we were satisfied with the actions taken.100% compliance rate with recommendations.
This compares to an average of 100% in similar authorities.
In 3 out of 3 cases compliance with recommendations was on time
100% timely compliance rate.
This compares to an average of 75% in similar organisations.
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Service improvements
Service improvements are actions councils agree to take to address faults identified in our investigations which help prevent similar problems affecting other people.
Service improvements are actions councils agree to take to address faults identified in our investigations which help prevent similar problems affecting other people.
Reports
Reports are issued where there is significant injustice, systemic issues, or important learning for councils.
Why we publish investigation reports
We issue reports on certain investigations, particularly where there is a wider public interest to do so. Common reasons for reports are significant injustice, systemic issues, major learning points and non-compliance with our recommendations. Issuing reports is one way we help to ensure councils are accountable to local people and highlighting the learning from complaints helps to improve services for everybody. Reports are published for 10 years.
There have been Reports published about Norwich City Council in the last 10 years
View all public reportsLast updated: 4 April 2015