The outbreak of the coronavirus (COVID-19) continues to be a rapidly evolving situation.
We will keep this page updated with information about council services affected by COVID-19 and answer some of our most frequently asked questions.
Latest service information
Visit the NHS and PHE website for the latest guidance on COVID19:
Assistance for businesses
Find out more about assistance and guidance available for employees, employers and businesses affected by COVID-19:
Norfolk County Council
Find out the latest from Norfolk County Council:
There may be a slight delay in responding to enquiries and in issuing permissions for TPO trees or trees in a conservation area. Please be assured applications are being dealt with as quickly as possible.
Alive West Norfolk sites
Alive West Norfolk are operating under current government guidelines. Please see their Reopening after lockdown page for further information and guidance.
Waste and recycling collections are operating their scheduled collections. Weekly food waste collections have resumed. Please put your outdoor food waste bin out with your waste or recycling collection each week. Need a new indoor or outdoor caddy? Request one at west-norfolk.gov.uk/yourbins
The government has set up a Coronavirus Business Support page. This page helps businesses find out how to access the support that has been made available, who is eligible, when the schemes open and how to apply.
If you have any questions you can contact us on 01553 616200.
Do you, or someone you know, need help with food shopping? Vulnerable people can now refer themselves for support from NHS Volunteer Responders.
Call 0808 196 3646.
Community Safety and Noise Nuisance
Please note that Community Safety officers may be supporting other critical services provided by the borough council at present.
Response times may be significantly delayed and urgent or serious cases will be prioritised. All other complaints will be logged and will be investigated in due course.
Home visits remain suspended unless deemed essential and we will continue to review the service over the coming weeks.
Antisocial behaviour and other types of nuisance will still be considered unacceptable and action will be taken where necessary.
Council office visits
Although many of the restrictions have eased, we’re still encouraging our customers to continue contacting us through Live Chat on our website, or by calling us on 01553 616200.
If you need to provide documents these can be provided online, posted to us or dropped into the letterbox which is emptied daily.
We would like to thank you for your support to control the spread of Coronavirus, which has helped keep our office safe throughout the pandemic.
If you are suffering hardship please contact us to discuss your options. We will be able to help.
If you are having trouble paying an outstanding Council Tax debt from a previous year please telephone 01553 616200, option 2, to discuss further.
If you want to view your Council Tax account or track the progress of a Housing Benefit or Council Tax Support claim, please visit MyRevenues to set up an account.
If you usually make cash payments for Council Tax at the post office you can pay online or use the automated payment line 01553 616671. To set up a direct debit please call 01553 616200, option 2.
The Money Advice Service offers money and debt advice if you've been affected by Coronavirus. They've grouped all the coronavirus information and guides around other issues you might be having in one place. So you can find out what you can do and where you can go for help. Find out more on the Money Advice Service website.
Mintlyn Crematorium continues to follow Government guidance.
General enquiries are encouraged by telephoning 01553 630533 during office hours, or emailing Mintlyn@west-norfolk.gov.uk.
Families wishing to collect ashes are requested to call the office to make an appointment.
For businesses now offering hot and cold food deliveries, see our COVID-19 - Food business advice regarding deliveries page for important information.
Latest information about other upcoming events will be posted on our social media channels.
Freedom of Information requests
While council staff are dealing with the impact of the Coronavirus situation, there will be a triage system in place for Freedom of Information requests. A delayed response is likely for most enquiries, where information is not readily available. We appreciate your patience at this time.
Grounds maintenance and street cleansing
Grounds maintenance and street cleansing teams are operating their normal schedule.
Careline have continued to operate throughout the pandemic. We are taking every step to ensure our customers are kept safe with our installers wearing full PPE and keeping two metres distance at all times whilst inside your property.
If you want to check your benefit claim, please visit MyRevenues.
If you need information about housing benefit because of a low income due to self-isolation please call 01553 616200.
The Housing team are operating a rota system to maintain social distancing. This is so that they can continue to provide the service for as long as possible. This may cause a slight delay in responding to enquiries.
Anyone homeless needing assistance should contact the council on 01553 616200 during office hours or 01553 616601 outside office hours and listen to the available options.
Under no circumstances should anyone needing accommodation be presenting directly to emergency accommodation without being instructed to by the council.
If you are homeless, or at risk of becoming homeless, please let us know as soon as possible.
Houses in Multiple Occupation (HMOs).
If you live in an HMO, you and all the other residents should:
- follow the current guidance.
- behave in the same way as a single household if one of you has symptoms of coronavirus (COVID-19), and
- make sure all shared areas are cleaned regularly and kept well ventilated.
Tenants - Housing standards are still being enforced (including HMOs). We continue to investigate complaints on the basis of risk, but please be aware that we will endeavour to resolve minor concerns remotely.
Landlords - There are currently no office appointments. Please submit all HMO licensing applications through our online services – otherwise, post any new, transfer, variation or renewal applications (and/or any paperwork) in the letterbox at the King’s Court Council offices.
Please submit all applications through our online services, or post new or renewal applications and/or any paperwork in the letterbox at the King’s Court Council Offices.
CFSG guidance is available to help animal establishments operate safely, this can be viewed on our animal licensing COVID-19 updates page.
If you're a taxi driver, you can find out the latest information on our COVID-19 taxi updates page.
Due to exceptional demand there may be a delay in being assigned to a Lily Advisor. The majority of support will be provided over the telephone, text, email or video calls.
There is a lot of information and advice available on the Lily website.
All borough council car parks are open.
Please call Millennium Pest Control on 01553 344002 to discuss your requirements.
In order to comply with social distancing advice, they can supply DIY rat and mouse kits to provide a solution for pest issues that are not deemed as an emergency.
Customers are encouraged to use the Planning Portal or speak to independent planning agents. This enables the planning team to focus on processing planning applications.
Planning officers are continuing to determine applications, although there may well be delays in processing applications. Neighbours, parish councils and other consultees will continue to be notified of new planning applications, and we will publish the weekly list in the usual way. All new planning applications can be inspected and comments made on Public Access. You can also see if there are any new planning applications near you by going to MyNotifications in the menu bar of our homepage.
Report a breach of COVID-19 safety rules
Property Services are operating normally.
Shops, food premises and other venues
Guidance for working safely during Coronavirus available here
Businesses who do not follow COVID-19 restrictions will be issued with prohibition notices. Businesses who fail to comply will receive fines. There will be no upper limit to the fines for businesses who continue to ignore restrictions.
If you have any concerns about Universal Credit, for example being sanctioned if you can't attend an appointment due to self-isolating, please contact the Universal Credit enquiry line on 0800 328 9344.
A new website has been launched to provide clear, factual information on employment and benefits support with advice on housing, furlough, sick pay and self-employment, alongside advice and FAQs for employers, those already claiming and those making a new claim.
If you are able to volunteer some of your time to assist others in your community, we really need your help. If you are a business and can help with services, vehicles or other resources, we would love to hear from you, as together we really can make a difference.