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1. How long will it take to respond to a request for service?

The Norfolk Cares IMPACT Call Center will respond to requests, inquiries and/or complaints within 24-48 hours of receipt.

The length of time to correct a problem or respond to a request will vary.

Many violations require, by law, specified amounts of time to correct the violation, while others may be taken to court. In other instances, the problem may not be a violation under a City law and resolution may be more complex.

2. How are Incoming Online Requests Processed by Norfolk Cares?

1. A Citizen Service Advisor will review and enter your incoming request into the system and assign the request to the appropriate department to address your needs.


2. An initial response will be issued to you from the Citizen Service Advisor


3. The department will respond to the request generated by the Citizen Service Advisor


4. Upon response from the department the Citizen Service Advisor will provide a follow up response to you


5. The Citizen Service Advisor will continue to monitor the request and/or complaint until the concern is completed and provide response to you when the concern is closed

3. How do I check on the status of a request for service?

The Norfolk Cares Assistance Center maintains a record of requests for service received through the Center.

To check on the status of a request for service made through Norfolk Cares, contact Norfolk Cares.

Please understand that due to matters regarding privacy we may not be able to release all information related to a request.