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 facilities began to re-open in April. Please see their Reopening after lockdown page for further information and guidance.
Food waste is being collected again now. Please put your outdoor food waste bin out with your waste or recycling collection each week.
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.
For more information visit the advice page on Norfolk County Council's website.
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
To help control the spread of Coronavirus and to keep our staff safe, we're no longer accepting visits from the public. Please do not visit the office, you won't be served. You can contact us through Live Chat on our website, or by calling us on 01553 616200.
If you need to provide documents these can be posted and dropped into the letterbox which is emptied daily.
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.
Rules have been relaxed at Mintlyn Crematorium.
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.
You can find more information on funerals and how to care for the deceased on the GOV.UK website.
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
As a council we are pooling all our resources. Our priority is refuse and cleansing services. It is important to maintain some level of grounds maintenance in order to provide a clean and safe environment for those who are doing their daily exercise.
However, staff working on these duties are on alert that at any time they could be redeployed to other duties and grounds maintenance will be reduced or stopped. Staff have been instructed to ensure they maintain social distancing at all times, please respect this.
All home visits have been cancelled, in particular to protect the elderly and vulnerable. This includes benefits advice, Careline and services. We will be in touch to reschedule appointments in due course.
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.
During the current outbreak, there's also additional protection for people who rent. You can find out more on the GOV.UK website.
Houses in Multiple Occupation (HMOs).
If you live in an HMO, you and all the other residents should:
- follow the general guidance about staying at home and social distancing,
- 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.
As there are now no office appointments, 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.
Due to the COVID-19 situation our pest control suppliers (Millennium Pest Control) will be offering an emergency service only.
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.
Please call Millennium Pest Control on 01553 344002 to discuss your requirements.
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 as best they can 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
Day-to-day commercial estate management issues for the council’s commercial property portfolio are temporarily suspended. Lease renewals, rent reviews and other estates issues will be addressed at some stage in the future.
Property Services has contacted all commercial tenants of the borough council with further guidance on available assistance.
Test and Trace Support Payment
The government has announced a Test and Trace Support Payment for certain people claiming qualifying benefits, or whose income is under a certain limit, who are required by NHS Test and Trace to self-isolate to avoid coronavirus transmission.
The payment is available to people who are instructed by NHS Test and Trace to self-isolate because they have either tested positive, or have been in close contact with someone who has tested positive for coronavirus, who also meet the qualifying criteria.
You can find out more on our Test and Trace Support Payment page.
Shops, food premises and other venues
The latest information on the roadmap out of lockdown is 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.
The latest information on the roadmap out of lockdown is available here.
Some outdoor attractions and hospitality have reopened from 12 April 2021.
You should continue to practice safe behaviours on public transport:
Please enjoy our website to look for inspiration for when you can visit and start planning your trip.
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.