FAQs • Norfolk, VA • CivicEngage

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2022 City of Norfolk Community Survey

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1. 1. How did you get my address?: Your address was sampled at random from a list of all addresses from the post office by ETC Institute. This is a standard service offered by the post office. It is not a city government file and no household member is named in the file.

2. 2. I received your survey, and while I own the property that it was sent to, I don’t live there. What should I do?: The resident of the property should complete the survey.

3. 3. What is the purpose of requesting the person who most recently had a birthday complete the survey?: ETC Institute randomly selected households within our jurisdiction to receive the survey. We would also like to choose, in an unbiased way, a person within each household to complete the survey. This way we ensure the results are representative of our community as a whole. While it may seem a bit strange, using the “birthday method” is a simple way to select an adult from within each household without permitting bias in our results.

4. 4. I most recently had a birthday in my household, but I am not very informed about the issues covered in the survey. Can I give the survey to someone else in my household who is more informed?: We would prefer that you complete the survey. The “birthday method” (See FAQ #3) creates the most representative sample of our jurisdiction. You’ll be surprised at how much you can contribute.

5. 5. I doubt that you are interested in my opinion, since I rarely leave my home. Should I really complete the survey?: Yes, we are here to serve all residents, and it is important to us that we get feedback from a complete cross-section of our residents.

6. 6. If I filled out the survey when I first received it, should I fill it out again now that I have received a second copy?: No, please don’t fill it out again. The second copy is distributed as a reminder to all people selected to be sent a survey and sent again for your convenience. Thank you for completing the first survey.

7. 7. I was not sent a survey, but I would be happy to complete one, and I think you should be interested in my opinion.: The sample was designed to be as representative as possible of the population of our city, so by sending copies of the survey to people who request a copy, we would skew the sample and make the results less meaningful. However, for the 2022 survey, in order to allow all citizens to offer their input, a general public survey link will be on the city’s website, along with paper copies at designated locations, available after October 24.

8. 8. How do you ensure the results are representative of the City?: This is the main reason ETC Institute asks demographic questions. This is how they will compare the data received to the recent Census data to ensure that it is representative and scientifically valid.

9. 9. What will be done with the results?: After survey data is compiled and analyzed by ETC Institute, City administration and staff will review your feedback carefully and make appropriate improvements in programs and services. Listening to you, our citizens, is critical to our effort of becoming a Well-Managed Government.

10. 10. Why is “Hispanic” separate from “Race”?: We want to compare the demographic profile of those responding to the demographic profile of the municipality as presented by the Census. In order to be able to do this, ETC Institute asked the race and ethnicity question the same way the Census does. The census designates Hispanic as an ethnicity, not a race.

11. 11. Are my survey answers confidential?: Yes! All individual responses to the survey are kept by ETC Institute to ensure confidentiality. ETC Institute will analyze and compile the data and present the findings to City leadership.

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Animal Care Services - Volunteering

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1. Is there a minimum age to work with animals?: You must be at least 18 years old to work directly with animals. Volunteers often work "behind the scenes" and there is an element of risk involved. Our first priority is to keep our volunteers safe and their experience enjoyable.

2. Do you need to have prior animal experience to become a volunteer?: Prior animal experience is helpful, but not necessary to become a volunteer. You should be able to communicate well enough to follow instructions. You will also be working closely with other volunteers and staff, so you must be able to get along with others. Additionally, you should also have the ability to work independently without close supervision.

3. Do I need any particular skills to work with animals?: You should be in reasonably good physical shape to walk dogs; some are very strong and pull hard on their leash. There is a fair amount of strenuous activity involved in just about all of our animal care volunteer opportunities. If you take immunosuppressive drugs, you should speak with your physician before working with animals.

4. What's involved in the foster care program?: Foster homes are needed for many different situations. Some animals are too young for adoption, may have an injury, or may need a different environment than the Adoption Center can provide. Foster care is needed for those animals who are adoptable, but just need time away from the Adoption Center in order to grow, heal, or chill out. Foster care typically lasts anywhere from one week to a month or more. We usually try to match the needs of the foster home with the needs of the animal(s). Contact us directly if you would like to become a foster home for our animals.

5. Is there a minimum time commitment?: Yes. We ask that you commit to volunteering for a minimum of one year. We invest a lot of time and resources into training our volunteers. Having a large turnover of volunteers strains our resources and the care we can ultimately give to our animals. If you are an animal care volunteer, we ask that you be able to commit at least two hours per week, for at least one year. There are some exceptions. Please contact us with your particular concerns.

6. Am I able to drop by and work whenever I have some spare time?: We ask that you maintain a regular schedule as a volunteer. We are able to plan our day better if we know that volunteers are working at a particular time. We know that you may miss your scheduled shift due to illness, vacations, etc., but we do ask that you make an effort to follow your schedule as much as possible.

7. Are there any jobs that don't involve working directly with animals?: There is a multitude of administrative and clerical tasks that you can do. Clerical duties tend to get lowest priority in our very busy Adoption Center so help is always appreciated. There is always landscaping that needs a talented touch, as well as special events that frequently require a lot of extra hands. If you can't commit to a steady two hour per week time commitment, these opportunities might be just what you're looking for.

8. What hours are available for volunteering?: We are here from 8 a.m. to 5 p.m., Monday through Friday, with evening hours Thursdays until 7 p.m. On weekends and holidays, we are here from 8 a.m. to 4 p.m. We especially need help during morning cleaning on weekdays. If these hours don't fit your schedule, we also need help during the evenings for our off-site adoption program at area Petco stores.

9. I think I'd really like to become a volunteer. What do I do now?: Attend one of our scheduled volunteer orientations. You will learn more about us and about the volunteer opportunities we offer. We will then set up a one-on-one interview with you to discuss your availability and the volunteer areas that interest you most.

10. I'm ready to sign up! What's next?: Contact our Volunteer Coordinator. Call 757-441-5505, ext 307 or email Laurelyn Flowers.

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Cemeteries

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1. When are visiting hours?: The grounds are open everyday from sunrise to sunset.

2. What are office’s hours?

Riverside and Forest Lawn cemetery offices are open Monday-Saturday from 9:00 am to 3:30 pm. Funeral arrangements are by appointment only. Masks are required in all cemetery offices. There are no walk-in services like grave locations. Please visit our website www.norfolk.gov/cemeteries or call us for more information.

Calvary and Elmwood cemeteries are closed to the public. Calvary funeral arrangements are by appointment only.

3. Do I need an appointment?

Yes, funeral arrangements are by appointment only. Please do not visit one of our offices without calling first. We do not accept appointments before 9:00 am or after 2 pm.

We do not offer walk-in services like grave locations. Please visit our website www.norfolk.gov/cemeteries or call us for more information.

4. I no longer want my grave; will you buy it back?: No, we do not do buy backs, sales or exchanges. Some owners have had success listing their property on Craigslist, Facebook or even local churches. Once you have a buyer, please contact us for further direction on the transfer of ownership.

5. Do you have a notary on grounds?: At this time we do not offer notary services.

6. Do you have my relative’s death certificate?

No, A death certificate may be obtained through the Department of Vital Statistics or the funeral home.

http://www.vdh.virginia.gov/vital-records/
General Information Number: 804-662-620

7. Where do I get a headstone?

We do not accept, sell or install headstones. We do install foundations. Contact a (licensed & insured) local monument company for assistance.

Dolman's Monument & Bronze, Portsmouth 757-488-0018
ESA Monument Company, Chesapeake 757-725-0407
Nelson Monument, Portsmouth 757-237-0735
Norfolk Monument, Norfolk 757-853-7608
Ogg Stoneworks, Portsmouth 757-399-4651
Seaboard Memorials, Norfolk 757-855-3146
Suffolk Monument, Suffolk 757-539-6845

8. Why haven’t you put down one of those little metal markers?

That is a temporary marker and are supplied by the funeral home.

We do not remove temporary markers for any reason.

9. When do I need to be in to plan a service?

Funeral arrangements are by appointment only. Masks are required in our offices. We require notice 48 hours prior to the service to better service you and the family. Please call 757-441-1752.

NO WALK-IN SERVICES. For grave location help, call us or download our grave location app at www.norfolk.gov/cemeteries.

To align with the governor’s estrictions for social distancing:

• Graveside/committal services are considered religious ceremonies for which there is no gathering limit. Masks and 6 feet of social distance are required..

• 3-person limit per family making funeral arrangements inside the cemetery office.

• Only one family at a time will be served in cemetery offices.

To align with the Virginia Cemetery Association, the following will become effective as of Saturday, March 28.

• The Bureau of Cemeteries will not be use tents for services until further notice. The presence of a tent encourages people to gather under them and also provides additional surfaces where the virus may be transferred to family members as well as cemetery and funeral home staff members.

• 3 chairs will be put out at services until further notice. Chairs encourage people to sit shoulder to shoulder which does not allow for six feet of social distancing.

10. How many people are allowed in a grave?: There are two options: (1) Each grave may hold one full casket burial plus 2 sets of cremations or (2) Each grave may hold six set of cremations with no full casket burial.

11. Do I need a vault to be buried here?

Yes, all casket burials need them, however we do not sell them. Your funeral director will assist you.

Urns do not require an urn vault.

12. What is included in my service?

At this time, the Bureau of Cemeteries will not use tents for services until further notice. The presence of a tent encourages people to gather under them and also provides additional surfaces where the virus may be transferred to family members as well as cemetery and funeral home staff members.
3 chairs will be put out at services until further notice. Chairs encourage people to sit shoulder to shoulder which does not allow for six feet of social distancing.
For a cremation, we provide 3 chairs, a small table that can fit the urn, flowers, pictures, etc.

13. What type of urn do I need for a cremation burial?: Any non-breakable container will do including the temporary plastic container received from funeral home. We do not require an urn vault however, we would like to know if the urn is larger than 12 x 12.

14. Do you accept credit cards?: Yes, we accept Visa and Mastercard ONLY over the phone. 757-441-1752. We do not accept any walk-in payments at the cemetery offices.

15. Are there bathrooms for public use?: One bathroom is available to the public at Forest Lawn cemetery, open 9am-3:30 pm. There are no public bathrooms available to visitors at this time at Riverside Memorial Park. Calvary and Elmwood cemeteries’ offices are closed to the public.

16. Are there services for residents of Norfolk who cannot afford burial costs?

The City of Norfolk - Human Services department may be able to help indigent residents of Norfolk with burials and cremations.

https://www.norfolk.gov/1286/Burial-Expenses
Phone: 757-664-3345

17. Do you offer genealogical services?

Please use the resources listed below:

Bureau of Cemeteries online Burial Records Search: https://www.norfolk.gov/2692/Search-Burial-Records
Findagrave.com- Volunteer-led- Find the graves of ancestors, create virtual memorials or add photos, virtual flowers and a note to a loved one’s memorial. Search or browse cemeteries and grave records for every-day and famous people from around the world.
Slover Library – Sergeant Memorial Collection conducts basic research to answer requests that are received via online form, email or by traditional mail correspondence. https://www.sloverlibrary.com/contact?rq=genealogy Phone: (757) 431-7429 Email: localhistory@norfolk.gov
USGenWeb Archives Virginia - Volunteer-led - http://www.usgwarchives.net/va/norfolkcity/cemeteries - All Norfolk cemeteries

18. How do I find a grave location?: We do not offer walk-in grave location services at this time. Please use our app which can be downloaded at https://www.norfolk.gov/cemeteries or see the maps at the front of Riverside, Calvary and Forest Lawn Cemeteries. Maps to all cemeteries can be found online at each cemeteries’ webpage at https://www.norfolk.gov/cemeteries .

19. If the owner of a grave(s) passes away, who gets ownership?

BLOODLINE HEIR OWNERSHIP

The burial rights to a lot/grave pass to all bloodline kin upon the death of the lot/grave owner.

Please see the following steps to determine ownership:

Lot/grave owner = full ownership for burial decisions.
Lot/grave owner dies = equal ownership goes to the children and spouse.
No children = ownership goes to the spouse.
No living children or spouse = ownership goes to children of the deceased children.
Some living children = equal ownership goes to living children of the lot/grave owner and the children of the deceased children.
No living spouse or children = property goes back to mother and/or father of the original lot/grave owner.
No mother or father = ownership goes to the siblings of original lot/grave owner.
No brothers or sisters = ownership goes to bloodline descendants of original lot/grave owner.
If original lot/grave has co-owners, ownership is shared equally with the surviving bloodline heirs of both sides. All above rules still apply with regards to ownership.

For burials, a bloodline heir has the right to bury someone on a first come, first served basis. The bloodline heir does not need to get permission from other bloodline heirs.

For transfer of ownership in the case of the sale of a grave or transfer to another person, all bloodline heirs must sign off on the transfer.

Other ways to take over ownership of a grave/lot:

If a person is specifically mentioned in a will, the cemetery and the location of the lot/grave must be specified. The will must be presented to cemetery manager.
Adopted children also count as bloodline kin, but stepchildren do not. Adoption papers must be presented to cemetery manager.

How to make burial arrangements for a deceased who is not a bloodline heir:

When a grave/lot owner is not able to sign for pre-need or imminent funeral arrangements, (perhaps due to a disability) an individual who has power of attorney (POA) or who is the executor for that person, can make funeral arrangements for them. POA documents and an ID must be presented to cemetery manager.

20. How do I make an installment payment toward my grave (s)? Can I walk into a cemetery office?: No, we do not accept any walk-in payments at the cemetery offices. Please send installment payments to Forest Lawn Cemetery, 100 Granby St., Norfolk, VA 23505. We also accept Visa and Mastercard over the phone.

21. Can I use a personal check to pay for a burial service?: We do not accept personal checks for burial services. We do accept money orders and cashier’s checks, (made payable to the City of Norfolk) cash and Visa and Mastercard.

22. Can I release balloons in City of Norfolk owned cemeteries?

No. A new Virginia law went into effect July 1st, 2021 that prohibits the release of balloons outdoors. The law applies to anyone aged 16 or older, who intentionally releases or discards any non-biodegradable balloons outdoors. https://law.lis.virginia.gov/vacode/title29.1/chapter5/section29.1-556.1/

§ 29.1-556.1. Release of certain balloons prohibited; civil penalty; community service.

A. It is unlawful for any individual 16 years of age or older or other person to intentionally release, discard, or cause to be released or discarded outdoors any balloon made of a nonbiodegradable or nonphotodegradable material or any material that requires more than five minutes' contact with air or water to degrade. Any person convicted of a violation of this section is liable for a civil penalty of $25 per balloon released or discarded, which shall be paid into the Game Protection Fund established pursuant to § 29.1-101. If an individual under the age of 16 releases a balloon by arrangement with or at the instruction of an adult, the adult shall be liable for the civil penalty assessed.

B. The provisions of this section shall not apply to any (i) balloon released (a) by or on behalf of any agency of the Commonwealth or the United States or (b) pursuant to a contract with the Commonwealth, the United States, or any other state, territory, or government for scientific or meteorological purposes or (ii) hot air balloon that is recovered after launch.

1991, c. 607; 2021, Sp. Sess. I, c. 420.

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Citizen Request Tracker

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1. What happened to Citizen Request Tracker?: Citizen Request Tracker has been deactivated and removed from Norfolk.gov to make way for a brand new and improved online experience. On October 1, your new best friend delivered right to your favorite device via the new Norfolk.gov, MyNorfolk mobile app and online resident portal. Mobile-friendly design, easy to navigate, track service requests in real-time. Connecting with your city just got easier!

2. So what happened to the open requests I have submitted through Citizen Request Tracker?: All of the open requests that were submitted via Citizen Request Tracker are now available via the myNorfolk website.

3. How will I receive updates on the open Request Tracker requests I had?: You will continue to receive updates on your open service requests as normal until the request is closed.

4. Will my existing user name and password work via myNorfolk?

Unfortunately, no however you can establish a new user account via myNorfolk and receive:

Status of Service Requests (Open, In Progress, Cancelled, Completed)
Enables you to subscribe to a Service Request that you may be interested in tracking.
GPS tracking for specific location (where cell service is available)

Additionally, should you not wish to establish a new user account, you may also utilize your existing Facebook or Google sign in to utilize myNorfolk.

5. How can I find my existing requests in myNorfolk?: You can find your existing Citizen Request Tracker service requests in myNorfolk by typing RT-and the existing Citizen Request Tracker number. You may also type the address provided and type that address in the search bar.

6. So how will the migrated service request look like in myNorfolk?

7. I am unable to find my service request address via myNorfolk, so how do I find out what’s going on with the request?

For many service requests migrated from Request Tracker, the service request address is not in a standard format for e.g. an Address as ” 114 W Ocean Ave Top of the driveway near white fence. Norfolk VA” as in the screenshot on the right.

For such service requests, the default address attached to the service request will be “810 Union street, Norfolk VA” .Norfolk Cares Center staff will be researching through these addresses to geographically enter the right address in myNorfolk. In the interim, contact the Norfolk Cares Center for information.

service request image

8. I remember what form I used to fill out in Request Tracker I don’t know what request type to use in myNorfolk.: Attached is a convenient crosswalk for your reference.

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Community Survey FAQs

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1. I saw that the City of Norfolk surveyed residents about their opinions about city services. When was this done and why wasn’t I asked my opinion?: ETC Institute administered a resident survey for the City of Norfolk, VA during the fall of 2022. The survey was mailed to households across the city using a data base to ensure the sample was representative of our diverse population. After the mailed survey was completed, the city made copies of the same survey available on-line and in locations across the city to allow every resident who wished to do so to complete the survey. This opportunity was shared with residents through the city web site, news stories and outreach in community facilities.

2. How many residents responded? Do they really represent Norfolk’s population?

922 residents responded to the mail survey. The survey asked people to describe their demographic information. To be considered representative of our residents, a total of 750 responses were needed. It was great that our residents responded well above the minimum needed. The demographic information which people provided was compared to the U.S. Census information to make certain the residents answering the survey were similar to the Norfolk population as identified in the 2020 Census.

313 responses were received in the second phase of the survey responses. Since this part of the survey could be completed by any resident, it does not reflect all the Norfolk population. While not representative, these responses were important to capture the priorities and opinions of any resident who wished to be included in the responses.

3. Why did Norfolk conduct a survey and why was it in 2022?: The purpose of the survey was to objectively assess resident satisfaction with the delivery of City services and to gather input about priorities for the City. This is the first resident survey conducted since 2014. Our plan is to conduct a survey every two years so we can measure progress on work towards what residents identified as important for focus.

4. What will be done with the results?: City administration and staff will review the feedback and make appropriate improvements in programs and services. While not every need may be addressed immediately, the priorities will help identify what residents think is most important to work on in the next two years. Listening to you, our citizens, is critical to our effort of becoming a Well-Managed Government.

5. The results talk about statistical significance and MOE. What does all that mean?

A randomized sample survey is one in which the people responding are chosen at random by the organization conducting the survey. The respondents don’t sign up to participate.

Every randomized sample survey attempts to estimate a measurement for the full population being studied by measuring a small sample. There will always be some difference between the sample and the population. Researchers estimate how much this difference is by using two related statistics: the MOE (Margin of Error) and the confidence interval. The 2022 resident survey has an MOE of +/- 3.2% with a confidence interval of 95%. This means that the true population measurement for the questions on this survey would fall within 3.2% of the sample measurement 95% of the time. In only 5% (100% - 95%) of the possible measures would the population measure more than 3.2% difference.

6. Where can I get a copy of the survey results?

The survey results are available on the City of Norfolk Open Data Portal.

dataset link: https://data.norfolk.gov/Government/Resident-Survey-2022/qure-5p8r

Also available on the City webpage is a data Dashboard which can help you explore results by specific questions, demographic, ward, and other parameters.

7. Where can I get a printed copy of the survey results?

Due to the length (over 250 pages) of the survey report, we are not providing printed copies.

We will be making printed copies of the report available at libraries and will add that information when they are in place.

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Courts

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1. What else is prohibited in the courts buildings?: You may not carry a weapon of any kind (including small pocket knives) or food into any of the court buildings.

2. Where can I park?: Parking is available at MacArthur South and 999 Main Avenue (across the street from the Civic Plaza). Overflow parking is available at the Harbor Park surface lot, 101 Park Avenue. Additional Parking Information

3. Does public transportation serve the courts buildings?: There is a Tide light rail station (Civic Plaza) adjacent to the Circuit and General District Courts and one block from the Juvenile and Domestic Relations Court. HRT buses also serve the Civic Plaza.

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Diversity, Equity and Inclusion: Civil Rights/ADA

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1. Who can file a complaint?: If you think the City of Norfolk has failed to provide services, denied participation in or access to City services, programs, or activities, denied benefits of City services, programs, or activities, or has otherwise subjected you or someone else to discrimination based on race, color, national origin, religion, familial status, age, sex, sexual orientation, gender identity, gender expression, disability, or any other characteristic protected by applicable law, you can file a complaint.

2. How do I file a compliant?

Complaints of possible violations can be filed with the Office of Diversity, Equity and Inclusion within 180 days of the alleged discrimination. Please submit your complaint in writing to:

Office of Diversity, Equity and Inclusion

ATTN: Civil Rights/ ADA Coordinator

810 Union Street Suite 1101

Norfolk, VA 23510

DEI@norfolk.gov

Copies of the complaint form are available on the 1st floor of City Hall: 810 Union Street, Norfolk VA 23510, online, or by email or telephone from the Office of Diversity, Equity and Inclusion. For information about completing the complaint process through alternate methods, or for other information about the complaint process in general, please call 757-664-6510 or email DEI@norfolk.gov.

3. What happens after I file a compliant?: The City will determine if the complaint is complete, whether the City has authority over the issue, and the complaint is timely. If appropriate and necessary, the City will investigate the complaint, consider resolutions, and take any responsive actions. The City will respond to the complainant in writing (and/or, where appropriate, a format that is accessible to the complainant) within a reasonable period.

4. Can I file my complaint somewhere else?

Complaints may also be filed directly with a federal agency which provided funding for the service, program, or activity in question. If you do not know the identity of the specific federal funding agency, the complaint may be filed with:

Federal Coordination and Compliance Section
Civil Rights Division
U.S. Department of Justice
950 Pennsylvania Ave., N.W.
Washington, D.C. 20530
Phone: 1-888-848-5306

Email: FCS.CRT@usdoj.gov

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Emergency Communications/911

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1. What should I expect to be asked when I call 911?: You will be asked the address where you need an officer, fire or rescue to respond. You will also be asked who, what, when, where, why and weapons along with any description of the person or cars. You will also be asked for some pre-arrival medical information. We will dispatch medical response as soon as possible, but will stay on the phone so we can obtain further information.

2. Why are so many questions asked before an officer, firefighter or medic is dispatched?: Our Telecommunicators are trained to get as much information as possible regarding the situation to ensure the proper resources are sent and bring the proper equipment. It is also to protect the responding units and other citizens in the area. Please try to be patient and answer the questions as quickly as possible.

3. What is considered an emergency call and what isn't?: It is always best to be safe, if you are in doubt, call 911. If you are in immediate danger or have a health risk, smell or see smoke, dial 911.

4. What if I don’t know where I’m at when I call 911?: Look for landmarks, large buildings, street signs or paperwork nearby that may contain address information. Think back to the main street or highway you were near when your emergency occurred. If others are around, ask them where you are. Do not depend on your cell phone to tell us where you are!

5. Does the 911 call taker know my location when I am using a cell phone?: Assume the call taker does not know your location. Even if your cell phone is able to provide location information, you may still need to provide the call taker with additional information to determine your exact location. Remember, the approximate location the communication center receives could be as large as 3 football fields or more. Be prepared to give specific directions to your location.

6. What number should I call? The non-emergency number or 911?: Any time there is an immediate threat to life and/or property call 911. For all other calls, please call the non-emergency number 757-441-5610.

7. If the phone rings several times, should I hang up & call again?: Please do not hang up the phone. When you hang up the phone, a Telecommunicator will have to call you back. Valuable time is lost in returning calls and entering 911 hang-up incidents.

8. Does the 911 call taker know my phone number when I call 911 on a cell phone?: That is dependent upon your cell phone and your wireless carrier (Sprint, Verizon, etc.). The safest way is to be prepared to provide them with that information.

9. Other 911 centers put me on hold or I get an answer machine. Is that the case in Norfolk?: In the event of a significant or overwhelming event there is a remote possibility of a call going into a queue. Do not hang up! The call will be answered in the order it is received.

10. I called a half-hour ago & haven't seen an officer yet?: Calls for service are prioritized based on the urgency of the situation. The call will be dispatched as soon as an officer is available. Sometimes what may seem like a long time, is just a few minutes.

11. I just want to talk to a police officer. How do I do that?: We may refer you to one of the patrol divisions or another part of the Police Department depending on the circumstances.

12. Would it be easier if I just went into my local precinct to make a report?: Many times an officer would have to be called in off the street to take your report, especially if it is after 5pm. In 2006, the police department started closing the precincts a 5pm in order to provide more officers to respond to calls for service. Our officers still "make house calls."

13. I want to report drug activity on the corner but don't want anyone to know I called.: We will always ask your name, however, you are not required to give your name, address or phone number. Even though it appears on our 911 system, just let the call taker know you would prefer to be anonymous.

14. Can a car be parked in front of my front door on the city street?: Yes, as long as the car is legally parked and the car is up to date with registration, tags and inspection stickers.

15. I need to report my neighbor's high grass and the car that is parked in it.: You can go to the City of Norfolk's Cares Assistance Center page. Follow the links to the proper on-line complaint form. It may also be completed anonymously.
Norfolk's Cares Assistance Center

16. Officers came to my house and I want to get a copy of the call. How do I get it?: You can file a Freedom of Information Act (FOIA) form through the City Attorney's office who will help you complete it. They can be reached at 664-4529. You will need to include the date, approximate time, location, and type of call. Please indicate if you want a print out or audio tape.

17. Should I program 911 or turn on my auto 911 feature on my cellular phone?: NO, please do not program 911 or use the auto 911 feature. There are numerous accidental calls to 911 from cell phones due to this feature. Mishaps occur, use your key lock to avoid our Telecommunicators from calling you back.

18. How do cell phones purchased out of town reach Norfolk 911?: Just dial 911. You will always get the nearest 911 center regardless of your location, dependent on the cell tower. Even though you purchased your phone in KS, if you are in the City of Norfolk, you will reach Norfolk 911.

19. Why does the dispatcher transfer my call to another agency?: Your call to 911 may need to be transferred to another agency because cell phone calls are sent to a 911 answering point based on cell tower coverage. Cell coverage areas do not always match political boundaries, so most calls are routed to a 911 answering point that serves the majority of the area. Your call may need to be transferred to the appropriate agency for the area.

20. How do you determine the priority of a call?: Based on the nature of the call, the CAD system will assign a priority number to the call and the call in turn is dispatched accordingly. Typically, all calls that are medical or fire related have are dispatched immediately; calls that are an immediate threat to life or property will get an immediate dispatch for a police officer. Calls that have to do with reports or traffic situations that do not block the flow of traffic may get a lower priority assigned to them. The priorities are set by the Police and Fire Departments, not Emergency Communications.

21. Is the Emergency Communications Center under the Police or Fire Department?: The City of Norfolk's Division Emergency Communications works closely with the Norfolk Police and Fire Department; however we are not under them. We are unique in that we are directly under the Department of Emergency Preparedness and Response which also oversees all natural and man-made disasters

22. What is the "CAD"?: The CAD or Computer Aided Dispatch system is a computer program utilized by the Telecommunicators for processing incoming and dispatching calls for service. It is used to assign the closest police, fire or medic to you based on their location.

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Eviction Prevention

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1. How long do I have before my landlord can evict me?

The only way for a tenant to be evicted is through the court process. A landlord does not have the right to discard your possessions or illegal lock you out without first taking you to court.

The first step in the process is notification. Your landlord must notify you in writing of any breach in your lease.

Five Day Notice: Your landlord or property management company must first issue you a 5-day notice if you are behind in rent. If you are not able to pay rent within the 5-day notification period, your landlord can start the eviction process (Va. Code Ann. § 55.1-1245F)
Thirty Day Notice to Cure or Quit: If you have committed a lease violation that is remediable such as having an unauthorized pet, the landlord may issue you a 21/30 notice to mitigate and cure the offense. If the tenant has not mitigated the violation within the 21 days, the landlord can then move forward with filing the eviction lawsuit at the end of 30 days. Va. Code Ann. § 55.1-1245A .
Thirty Day Unconditional Quit Notice: If you violate a lease or rental agreement and the violation cannot be remedied (such as causing major damage to the rental unit), then the landlord can give you a 30-day unconditional quit notice. The notice must specify the breach and state that you (tenant) must move at the end of the 30-day period, or the landlord will file an eviction lawsuit against you. Va. Code Ann. § 55.1-1245C .
No Notice Necessary: The landlord is not required to give the tenant any kind of notice, if you commit a criminal or willful act that is not remediable and poses a threat to health or safety. This includes any illegal drug activity. The landlord can go straight to court and file an eviction lawsuit against you. Va. Code Ann. § 55.1-1245C

2. Do I need show up for my court date?: If you have a court hearing, it is essential that you appear in court. If you do not appear in court, your landlord will automatically be granted possession of your residence.

3. What are my rights as a renter?

Starting July 1, 2021, all landlords must provide tenants with a Statement of Tenant Right and Responsibilities developed by the Virginia Department of Housing and Community Development and posted on its website (dhcd.virginia.gov/landlord-tenant-resources) pursuant to Section §36-139 Code of Virginia

Tenant Rights Applications: Tenants may be charged a nonrefundable application fee of no more than $50 (not including third party costs for a background check) and a refundable application deposit. If the tenant does not rent the unit, the application deposit must be returned, minus any actual costs or damages. (§55.1-1203)
Written Lease: Under the VRLTA, a landlord is required to provide a tenant a written lease. If a landlord fails to do so, the VRLTA still protects a tenant by establishing a statutory lease between landlord and tenant for 12 months not subject to automatic renewal. (§55.1-1204)
Disclosure: A landlord must reveal certain information to the tenant, including any visible evidence of mold (§55.1-1215), the name and address of the owner or property manager (§55.1-1216) and notice of sale or foreclosure of the property. (§§55.1-1216, 1237).
Security Deposit: A landlord may require a security deposit of up to two month’s rent. Within five days of move-in, the tenant has a right to object to anything in the move-in report. The tenant also has a right to be present at a move-out inspection, which must be made within 72 hours of delivery of possession. (§§55.1-1214, 1226)
Receipts: Upon request, a tenant is entitled to a written receipt of rent paid by cash or money order. Upon request, a tenant is entitled to a written statement of all charges and payments over the past 12 months. (§55.1-1204(D), (I))
Privacy: A landlord may not release information about a tenant without consent, except under certain conditions, which are generally when tenant information is already public. (§55.1-1209)
Fit and Habitable Premises: A tenant has the right to a fit and habitable rental unit in accordance with the Uniform Statewide Building Code. The landlord must make all repairs needed to keep premises fit and habitable. (§55.1-1220) To enforce the right to get repairs, a tenant must be current in rent, give the landlord written notice and wait a reasonable period. If repairs are not made, a tenant can file a Tenant’s Assertion in General District Court. This must be filed no later than five days after rent is due. There is no rent withholding in Virginia, except under repair and deduct. (§55.1-1244)
Repair and Deduct: If an issue on the property affects life, health, safety, or seriously affects habitability, and a landlord has not begun to address it within 14 days after written notice from the tenant, the tenant may contract to have the repair done by a licensed contractor at a cost of not more than $1,500, or one month’s rent, whichever is more. The tenant may deduct the actual cost of the repair from the rent. The tenant must send the landlord an itemized invoice and a receipt for payment to the contractor for the work, along with any payment of remaining rent owed. (§55.1-1244.1)
Eviction: A landlord may not evict a tenant without following the court eviction process. The landlord first sends a written notice and next the landlord files an unlawful detainer lawsuit. The landlord must get a court order of possession, followed by a Writ of Eviction that is served by the Sheriff. (§§55.1-1245, 1252). A tenant not getting paid due to a federal shutdown of 14 or more days can get an eviction lawsuit for nonpayment of rent postponed for 60 days. (§44-209)
Redemption (Pay & Stay): After an unlawful detainer lawsuit for nonpayment of rent is filed, a tenant has the right to pay to a zero balance on or before the court date and have the lawsuit dismissed. After a court issues a judgment of possession, a tenant has the right to pay to a zero balance up to two business days before the Sheriff’s eviction and have the eviction cancelled. A tenant may use one of these rights only once in a 12-month period. (§55.1-1250)
Fair Housing: The tenant may have a right to file a fair housing complaint if the landlord or property manager violates the Virginia Fair Housing Act. (§36-96.1 et seq)
COVID-19 Relief: A tenant not getting paid due to the state of emergency declared by the Governor for the COVID-19 virus can get an eviction lawsuit for nonpayment of rent postponed for 60 days by showing up on their court date and providing written proof within 90 days after the Governor’s ends the declaration of emergency. (§44-209)

4. Can my landlord just kick me out now?: Currently, the CDC has extended the Eviction Moratorium until October 3, 2021, for those areas with a high risk of transmission. However, the eviction moratorium is only in regard to individuals and families who are unable to pay rent due to COVID-19 related reasons. Landlords can still move forward with filing evictions if a tenant has committed non-remediable lease violations. If you are unable to pay your rent and live in a high COVID-19 transmission rate, please download the CDC Eviction Moratorium Declaration form and submit it to your landlord or property management company right away. Landlords can also issue notices of non-renewal before your lease is set to expire. The timeframe for non-renewal notification is contingent upon your lease. However, your landlord cannot arbitrarily “kick” you out without going through the legal process.

5. What should I do if my landlord tries to illegally lock me out of my rental?: It is against the law for your landlord to illegally lock you out of your home, turn off vital utility services, or deny or restrict access to services on the premises such as the pool, workout room, laundry room, etc. If your landlord conducts any of these “self-help eviction” practices, please go to the General District Court (1250 St. Paul’s Blvd, Norfolk, VA) and file the following petition at the clerk’s office: Tenant's remedies for exclusion from dwelling unit, interruption of services, or actions taken to make premises unsafe VA Code 55.1-1243.1. The tenant must have the name and the physical address, not a P.O. Box or Route Number, of the landlord or property manager for a warrant to appear in court is served upon the offending party. This petition is usually placed on the court docket within five (5) days.

6. Can I negotiate with my landlord to avoid eviction and catch up on the past-due rent?: Yes! Renters should always communicate with their landlord or property management company if they are faced with the inability to pay rent. Landlords and property management companies that own more than four (4) rental properties cannot move forward with an eviction without offering up to 6 months for a repayment plan. Also, while the CDC Eviction Moratorium is still in effect, download the CDC Eviction Moratorium Declaration Form and submit it to your landlord or property manager without delay. For complete details of your protections and responsibilities of you and your landlord, visit the Virginia Department of Housing and Community Development at www.dhcd.virginia.gov.

7. What bills should I pay if I can’t afford all my expenses?: Residents who are experiencing financial and/ or employment hardships may contact community resources for free budget and financial counseling such as BankOn Hampton Roads via email info@bankonhr.org or 757.943.9652; Norfolk Works Program at 757.763.6064 for employment and job readiness opportunities; Rent Ready Norfolk Renting Smart Academy to enroll in Renters Education Classes via email Rentready@norfolk.gov or 757.664.RENT(7368); or Resources757.Org to receive assistance for additional services.

8. I need help, but don’t know where to go. Where do I start?

Regional Housing Crisis Hotline: 757.587. 4202. Call if you are experiencing homelessness or received an Unlawful Detainer or Eviction Notice
Eviction Prevention Assistance: 757.664.RENT (7368). Press # 2. This program provides rental and utilities assistance to low-income families with dependent children.
Simply dial 211 on your phone and ask for a listing of community resources.

9. What additional resources are available?

Legal Aid of Southeastern Virginia : 757.627.5423
The Virginia Fair Housing Office:(804) 367-8530 Toll Free: (888) 551-3247 TDD: 711 (Virginia Relay) Email: FairHousing@dpor.virginia.gov http://www.dpor.virginia.gov
The Virginia Poverty Law Center: 804-782-9430
Eviction Legal Helpline: 1-833-NoEvict. This hotline provides services for tenants in the process of being evicted or at risk of eviction.
Stay Home Virginia: Stay Home Virginia is a site supported by Virginia Housing and provides information and resources for landlords, tenants, and homeowners impacted by the COVID-19 pandemic
Virginia Rent Relief Program: Designed to support and ensure housing stability across the commonwealth during the coronavirus pandemic

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Finance

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1. Where can I get a copy of the City's most recent Annual Comprehensive Financial Report (ACFR)?: The City’s ACFR is available for viewing online. If you would like a hard copy of the document from the most recent year Click Here

2. Who can I contact regarding jury payments?: Questions or inquiries regarding the status of jury payments should be directed to the Treasurer's office at 757-664-7800.

3. Who can I call about my taxes?: Questions about payment of property taxes should be directed to the City Treasurer’s office 757-664-7800. Questions regarding the assessment of Personal Property taxes should be directed to the Commissioner of the Revenue, at 757-664-7884, and regarding the assessment of Real Estate taxes should be directed to the City Assessor’s office at 757-664-4732. Additional information may be found on the City Treasurer’s page.

4. What is an official statement?: An official statement is a document published by the city that discloses key information regarding a new municipal bond issue. The information includes items such as the purpose of the issue, the structure and repayment of the debt, and the financial and economic characteristics of Norfolk. Investors may use this information to evaluate the credit quality of the bond, but the official statement should not be construed as an offer to sell or the solicitation of an offer to buy any of the city’s bonds.

5. How do I buy bonds that are issued by the City of Norfolk?: The city does not sell bonds directly from City Hall. Typically, bonds issued by the city are sold through a competitive or negotiated sale process. In either case, the bonds are purchased by a bank or investment firm and then re-marketed (re-sold) to institutional investors and/or to private individuals. You would need to contact a local bank or investment firm to find out details of how to purchase the city’s bonds.

6. What is risk management?: Risk management pertains to how the City addresses the loss of the City's human, material, and monetary resources and involves the systematic and continuous identification of loss exposures, an analysis of exposures in terms of frequency and severity probabilities, an application of sound risk control and safety procedures, and financing/handling of risk mitigation strategies consistent with the City's financial resources. Risk Management includes a variety of operations: Non-litigated tort claims, claims administration, employee safety, auto liability, and all property and casualty programs (both insured and self-insured). The Risk Management Division supports two key business functions focused on risk financing: These include internal management consulting regarding insurance, risk analysis, and risk financing alternatives and administrative oversight of liability claims. The Risk Manager oversees these operations and handles the negotiation and acquisition of insurance.

7. How do I report injuries I’ve received from an accident involving a city vehicle or from being injured on city property?

To file a report or make a claim, contact:

City Attorney’s Office

810 Union St., Ste. 900

Norfolk, VA 23510

Phone: (757) 664-4529

Fax: (757) 664-4201

Email: claims@norfolk.gov

8. How do I report or make a claim to the city for damages to my property only?: For damages due to conditions of public rights of way (i.e., streets / sidewalk / drainage lines) and sewer / utility lines / potholes / fallen trees contact the City Attorney’s Office via email at claims@norfolk.gov.

9. What constitutes reasonable mitigation and why do I have to do that?: Reasonable Mitigation will be determined by the facts and circumstances of your claim. You should take steps to minimize the extent of loss, where possible, as to not create additional damages. This may include filing a claim with your insurance company or paying for some repairs out-of-pocket while the investigation is ongoing. You should retain photographs, estimates, and receipts related to any mitigation efforts.

10. How do I resolve a claim or insurance issue involving the Norfolk Public Schools?

Norfolk Public Schools maintains a risk management division separate from the city. Contact their office:

Norfolk Public Schools

Director, Risk Management

800 E. City Hall Avenue

Norfolk, VA 23510

Phone: (757) 628-3856

Fax: (757) 628-3817

11. Who do I contact regarding Occupational Safety matters?

The City’s occupational safety and industrial hygiene functions are administered by the Human Resources Department. Contact the City Safety Office:

City Safety Officer

City of Norfolk

Human Resources Department

800 East City Hall Avenue

Norfolk, VA 23510

Ph: (757) 664-4495

Fax: (757) 664-4078

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Fire-Rescue - FMO

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1. I have information about a crime of arson. Is there a number I can call and remain anonymous?: Yes. You can call and leave as much detailed information that you can to our Arson Tip Line at 823-INFO (4636).

2. Why do some fire marshals carry weapons?: The Fire Marshals that carry weapons have successfully completed the Virginia Fire Marshal Academy or a Department of Criminal Justice Service approved police academy thus giving them full law enforcement powers. They are also responsible for investigating arson and environmental crimes, as well as enforcing the Statewide Fire Prevention Code and City Ordinances to ensure each business is a safe environment for our citizens and visitors.

3. How do I legally burn waste and debris in the City of Norfolk?: Article VI Fire Prevention Code Sec. 17.1-44. Amendments and Supplements 14 - Burning of rubbish and yard waste: The burning of rubbish, yard waste, leaves and wire insulation is prohibited, except for operations conducted under permit by the State Department of Environmental Quality (DEQ).
Any further questions please call 664-6604 to speak with an representative in the Fire Marshal's Office.

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Fire-Rescue Inspections

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1. How often will I be inspected?: Each business has an identified business classification and is subject to an inspection within a range of every one to five years. Depending upon this business classification, or if there are identified fire and/or life safety hazards, your business may be inspected more frequently than others.

2. What is the penalty for non-compliance of correcting violations that were found during an inspection?: If our inspectors find any violations a re-inspection will be scheduled at no charge. If the found violations are not corrected by the re-inspection date, a second re-inspection will be scheduled and an additional $50 fee will be incurred. Failure to comply with these requirements shall lead to legal action. Violation of the Fire Code is a Class 1 Misdemeanor punishable by not more than $2,500 or imprisonment in jail not to exceed 12 months or both. Each day of non-compliance shall constitute a separate offense.

3. What is the difference between a permit fee and a fire inspection fee?: There are two separate fees required by the Fire Marshal’s Office. A fire inspection fee is billed for the fire inspection of your business. A permit fee is billed for each permit your business requires.

4. When are fire inspections done?: Our inspectors conduct fire inspections during normal business hours with limited disruptions to your business.

5. The inspector informed me that I am going to need a permit for my business. How do I get a permit?: If it has been identified by the inspector that you need a permit, they can assist you with filling out the permit application. If you have any questions please call 757-664-6604.

There are three payment options:
1. Mail in the application and the payment (check or money order made payable to Norfolk City Treasurer) to Norfolk Fire-Rescue, 100 Brooke Avenue, Suite 400, Norfolk, VA 23510
2. Bring the application and the payment (check or money order made payable to Norfolk City Treasurer or bring exact cash) directly to the Fire Marshal’s Office at 100 Brooke Avenue, Suite 400
3. Bring the application and the payment (check or money order made payable to Norfolk City Treasurer or bring exact cash) directly to Permitting Services located at City Hall, 810 Union Street, 4th floor
Inspections & Permit website

6. Do I have to wait for the inspector to come out to inspect my business or can I schedule one myself?: Call our office at 757-664-6604 to schedule an appointment.

7. I have a question about an inspection I received. How do I contact the inspector?: Call our office at 757-664-6604 and provide your business address to the receptionist or ask to speak with the inspector who inspected your business.

8. How do I get another copy of my inspection report?: Call our office at 757-664-6604 and ask for the receptionist, she can email it to you.

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Flooding

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1. What can you do about street flooding?

Keep your curb lines clear of debris, leaves and waste so storm waters can flow freely.
Keep trash from entering the storm drains.
Give water a clear path to leave your property
Report flooded streets to the IMPACT call Center at 757-664-6510.
This the information generates a report which is reflected in iView, an application that maps events reported to the city during a weather event. Users can view all events or select a specific event, such as flooded streets, to display on the map.

2. Do I need flood insurance?: Even if you have taken steps to protect your home from flooding, you still need flood insurance if you live in a floodplain. Homeowners' policies do not cover flood damage, so you will probably need to purchase a separate policy under the National Flood Insurance Program (NFIP).

It takes 30 days for a flood policy to take effect. This is why you need to purchase flood insurance before flooding occurs. If your insurance agent is unable to write a flood policy, call 1-800-638-6620 for information.

3. What is the difference between a firm map and a surge map?: The surge maps give a general indication of the extent of flooding that might be experienced from various category hurricanes.

FIRM Maps (flood insurance rate maps) show flood risk areas that outline your community's different flood risk areas.

4. What is my flood zone?: Use Norfolk Air and type in your address to see if your property falls within a flood zone.

5. Are there grant programs available to assist with flood mitigation (elevation, flood proofing, etc.)?: Yes, The Hazard Mitigation Assistance Grant Program provides an opportunity to take critical mitigation steps to reduce the loss of life and property when authorized under a Presidential major disaster declaration. If your property qualifies, FEMA may provide funds to assist in preventing future flooding. If you have questions about flood mitigation grant programs contact Emergency Preparedness and Response at (757) 441-5598. You may also want to discuss flood mitigation options with your flood insurance agent.

6. What are my responsibilities as a homeowner?: Drainage systems on private property are the owner's responsibility. Be sure to maintain your gutters and downspouts. It's also important to remove root blockages and fix damaged pipes on your property. Rake up leaves so they don't clog the storm drain in the street this includes the verge and curb line in front of your property. And remember "Only Rain Down the Storm Drain".

7. What does the city's storm water system consist of?: The city maintains more than 471.6 miles of stormwater pipe, 16,000 catch basins, over 3700 outfalls, over 200 miles of ditches, 22 stormwater ponds as well as 16 pump stations and the flood wall system downtown. Norfolk also provides quarterly street sweeping for every roadway with curb and gutters throughout the city. The Division of Storm Water Management repairs and cleans these structures as needed. When excessive rain causes flooding, the city responds to flooding complaints and cleans out clogged storm drains during the precipitation event.

8. Are the washer, dryer, furnace and water heater above potential flood levels?: For protection against shallow flood waters, the washer and dryer can sometimes be elevated on masonry or pressure-treated lumber at least 12" above the projected flood elevation. Other options are moving the washer and dryer to a higher floor, or building a floodwall around the appliances.

9. Is the main electric Switchbox located above potential flood levels?: Consider elevating all electric outlets, switches, light sockets, baseboard heaters and wiring at least 12" above the projected flood elevation for your home. You may also want to elevate electric service lines (at the point they enter your home) at least 12" above the projected flood elevations.

10. How should I clean up after a flood?

Dry all affected areas and items quickly and thoroughly.
Wash and dry all clothing and other washable items, using detergent.
Clean floors, furniture and other surfaces with detergent and water.
Protect yourself from germs by disinfecting all contaminated items if the flood waters contain sewage.

11. What do I do with my storm debris?: After storm events the city will temporary collection site and/or make exceptions for debris set-out. This information is specific to each storm event and will be posted on the city's Waste Management's website and sent to various media outlets for distribution. If you have questions about debris collection please contact, Waste Management at 757-664-6510.
Waste Management

12. What if my car gets towed during a storm event?: Vehicles are tagged for towing during sever storm events and towed after all weather threats have passed. If your vehicle was left in the right-of-way it will be towed by the city's Towing and Recovery Division. Please contact this department at 757-441-1062 to make arrangement to retrieve your vehicle. If your vehicle was left on private property, please contact them to locate and retrieve your vehicle.

13. How can I prevent mold growth?

Dry all affected areas and items quickly and thoroughly.
Open windows to let in fresh air (if it is not raining).
Use fans to help dry out your home and reduce odors.
Warning: Do not run any electrical equipment or appliances near standing water.
Use a dehumidifier to help dry out enclosed spaces.
Bring in professionals to clean and restore your home if there is extensive flood damage (you may not be able to do it all yourself).

14. What if the flood water contains sewage?

Take extra steps to protect your health if the flood water contains sewage. Sewage contains germs that may cause stomach or intestinal infections if swallowed. Contact with sewage may also cause infections in cuts, scrapes and eyes.

To prevent infection you should:

Keep children, pets and people with compromised immune systems away until the area has been cleaned and disinfected.
Throw away any food (including packaged food) that was touched by flood water.
Call the Department of Utilities at 757-823-1000.

15. What is the best way to clean floors, wooden furniture, and other surfaces contaminated with flood waters?

Remove visible contamination with detergent and water.
Disinfect by wiping surface with a bleach solution. Use a half cup of household bleach in a gallon of water. Non-bleach sanitizers can also be used. Warning: Bleach may damage some materials.
Test a small area first or call a professional to help with this cleaning.
Dry surfaces thoroughly to avoid mold growth.

16. How should I clean clothing, bedding, other fabrics and paper items contaminated with flood waters?

Pre-rinse fabrics with cold water to help prevent staining.
Launder with detergent. This will disinfect most items.
Dry thoroughly.
Dry clean items that cannot be laundered. This process will generally disinfect clothing.
Throw out soaked leather shoes, as it may be very difficult to disinfect them.
Speak to a professional trained in conservation methods about cleaning valuable papers and photographs.

17. What is a 100 year flood?: The phrase "100-year flood" has caused much confusion over the years. Many mistakenly believe that it is a flood that occurs every 100 years. However, the phrase really means a flood that has a 1- percent chance of occurring in any given year.

18. What is a 2 year storm? A ten year storm?: What is a 2-year storm?

A 2-year storm has a 50 percent chance of occurring or being exceeded in any given year. Norfolk's Storm water drainage system was originally designed for this type of storm event.

A 10 year storm?

A 10-year storm has a 10 percent chance of occurring or being exceeded in any given year. Norfolk's new storm water drainage systems are being designed for this type of storm event.

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Freedom of Information Act

Show All Answers

1. How do I request records from the City of Norfolk or the Norfolk Police Department?

A records request to the City of Norfolk or the Norfolk Police Department can be submitted online via our FOIA tracking portal: https://bit.ly/GovQApublic, by calling one of the phone numbers below, or click here, etc. by emailing foia@norfolk.gov, or by mailing the request to:

FOIA Request

Norfolk City Hall

810 Union Street

Suite 409

Norfolk VA 23510

The online portal is monitored throughout the day, and requests submitted there are received quickly.

2. What happens after I submit a records request?

After a FOIA request is received, it is reviewed by a member of the FOIA Team and sent to the police department or to the City department that holds the requested records.

You will receive a reply to your request within five business days. This reply may be one of the following five responses, which are outlined in Virginia Code 2.2-3704(B), part of the Virginia Freedom of Information Act:

1. The requested records are being entirely withheld. It is our responsibility to inform you of the volume of records (such as the number of pages) and their general subject matter. We also must cite the specific section of Virginia law that authorizes us, or mandates us, to withhold the records.

2. The requested records are being provided in part and are being withheld in part. It is our responsibility to inform you of the specific section of Virginia law that authorizes us, or mandates us, to withhold the records.

3. The requested records could not be found or do not exist. This response will be necessary in cases where no records are held by the City or the Norfolk Police Department, or when records have been lost or damaged, such as by fire or flood. However, if we learn that the records might be held by another public body, such as the Division of Motor Vehicles or the Virginia State Police, we will include contact information for the other public body in our response.

4. It is not practically possible to provide the requested records or to determine whether they are available within the five-work-day period. If we require more time to complete the processing of your request, the Virginia Freedom of Information Act generally allows us to invoke an extension of seven business days. This is allowed if we invoke this extension within five business days after we have received your request. Our invocation of the extension will include one or more of several reasons allowed by the FOIA, such as a need for the records to be reviewed by a City attorney, or because the custodian of the requested records is out of the office. This response is necessary if, for example, the City staff member who holds the records is on vacation.

5. If your request includes criminal investigative files as outlined in Virginia Code 2.2-3706.1, we will have 60 business days in which to provide a response to you.

The Virginia Freedom of Information Act requires that requesters identify the records they are seeking with “reasonable specificity.” If we can’t identify the records you are requesting, we may need to contact you to better understand what you are looking for.

After you submit your request for records, it will be forwarded to the relevant department(s) to locate the records you seek and to determine the volume of those records and any costs associated with satisfying your request. You will be contacted about the availability of and/or provided with copies of the records in question.

3. Is there a cost for requesting records?

Under the Virginia Freedom of Information Act, the City of Norfolk may assess reasonable charges for fulfilling a FOIA request, not to exceed its actual cost incurred in accessing, duplicating, supplying and searching for the requested records, or developing a cost estimate. For more information on the costs that may be billed to you, please see below.

The City of Norfolk charges for records provided through the FOIA process in accordance with Title 2.2, Chapter 37 of the Code of Virginia. The Virginia Freedom of Information Act allows us to charge requesters for the actual costs of responding to FOIA requests. These allowable charges include staff time spent searching for and redacting exempt information from the requested records, copying costs, costs for discs or flash drives, or any other costs directly related to supplying the requested records. These costs cannot include general overhead costs.

For example, if two City staff members work on a records request for one hour, the cost would be calculated based on each person’s hourly rate of pay. If one person earns $25 an hour, and the other person earns $15 an hour, the total cost for producing electronic records would be $40.

If a requester asks for paper copies of documents or asks that the records be provided on a CD or flash drive, charges for those items are: 15 cents for each black-and-white copy; 25 cents for each color copy; $1 for each CD; and $10 for each flash drive, which holds 2GB of data.

If we estimate that it will cost more than $200 to respond to your request, we may require you to pay a deposit, not to exceed the amount of the estimate, before proceeding with your request. The total working days that we have to respond to your request does not include the time between when we ask for a deposit and when you respond. This deposit is based on an estimate only, and the final cost of production may be more or less than the deposit. If the final cost is less than the deposit, the balance will be returned to you. However, if the final cost is more than the deposit, the balance will be charged to you.

You may request that we estimate in advance the charges for supplying records that you have requested. This will allow you to know about any costs up front or give you the opportunity to modify your request to try to lower the estimated costs.

If you would like a cost estimate, please let us know promptly (before we provide a response to your request) by emailing us at: foia@norfolk.gov. If we do not hear from you promptly, we will continue to process your request, and you may be responsible for the charges incurred.

If you owe us money from a previous FOIA request that has remained unpaid for more than 30 days, the City may require payment of the past-due bill before it will respond to your new FOIA request.

The Virginia Freedom of Information Act requires us to post this statement:

“A public body may make reasonable charges not to exceed its actual cost incurred in accessing, duplicating, supplying, or searching for the requested records and shall make all reasonable efforts to supply the requested records at the lowest possible cost. No public body shall impose any extraneous, intermediary, or surplus fees or expenses to recoup the general costs associated with creating or maintaining records or transacting the general business of the public body. Any duplicating fee charged by a public body shall not exceed the actual cost of duplication. Prior to conducting a search for records, the public body shall notify the requester in writing that the public body may make reasonable charges not to exceed its actual cost incurred in accessing, duplicating, supplying, or searching for requested records and inquire of the requester whether he would like to request a cost estimate in advance of the supplying of the requested records as set forth in subsection F of § 2.2-3704 of the Code of Virginia.”

4. What are my requestor's rights under the Virginia FOIA?: Under the Virginia Freedom of Information Act (FOIA), citizens of Virginia and representatives of the media in Virginia have the right to access public records, either by inspecting the public records or receiving copies of them. FOIA also requires that public bodies make their meetings open to the public to watch. There are situations in which a public record or a meeting is not open to public access: the public record or the meeting is “exempt.” For some common exemptions, click here.

5. How do I ask questions or get help with a FOIA request?

The City of Norfolk FOIA Team is ready to help you request records and to answer any questions about your request:

Heather Tierney 757-402-7928 heather.tierney@norfolk.gov
Jasmin Lane 757-359-0298 jasmin.lane@norfolk.gov
Cindy Clayton 757-943-5722 cynthia.clayton@norfolk.gov

Who handles my FOIA requests? What records do you have?

The City of Norfolk FOIA Team handles requests for records held by the Norfolk Police Department, the Norfolk Fire Marshal, and by the City. When submitting a FOIA request, citizens are asked to indicate whether their request is for records related to Public Safety (for police or fire records) or whether their request is for a general Public Record (records related to general City administration, such as Planning, Neighborhood Quality or other departments). Requests for each type will be sent to the correct department and processed in accordance with the Virginia Freedom of Information Act.

6. Who handles my FOIA requests? What records do you have?: The City of Norfolk FOIA Team handles requests for records held by the Norfolk Police Department, the Norfolk Fire Marshal, and by the City. When submitting a FOIA request, citizens are asked to indicate whether their request is for records related to Public Safety (for police or fire records) or whether their request is for a general Public Record (records related to general City administration, such as Planning, Neighborhood Quality or other departments). Requests for each type will be sent to the correct department and processed in accordance with the Virginia Freedom of Information Act.

7. What records are commonly exempt from release under the Virginia Freedom of Information Act?

Certain police records, or portions of police records, are exempt from disclosure under Virginia Code 2.2-3706, which maintains that information contained in criminal investigative files and information on the identities of witnesses and victims, including 911 callers, are exempt from mandatory release under the Virginia Freedom of Information Act. See the Code of Virginia § 2.2-3706 Disclosure of law-enforcement and criminal records and limitations for details.

The FOIA law includes provisions that exempt other types of records, such as some city personnel information, any financial account information, personal information such as Social Security numbers, confidential tax information, confidential human services information, and legal advice given to the City under certain circumstances. You can find commonly cited FOIA exemptions from the Virginia Freedom of Information Advisory Council:

https://foiacouncil.dls.virginia.gov/Applicability_Exemptions/Records_Exemptions.htm

8. What exemptions from disclosure does the City of Norfolk or the Norfolk Police Department often invoke?

The Virginia Freedom of Information Act requires that the following information related to employees of the City of Norfolk and Norfolk Police Department be released when requested: a person’s name, position, job classification, official salary, or (for hourly employees) rate of pay of, and information on any allowances or reimbursements paid to them. This applies to requests for information on individual employees and to requests for lists of multiple employees. To protect the privacy of City and NPD employees, no other personnel-related information is generally disclosed, including records of administrative investigations into allegations of wrong-doing by law-enforcement.

To protect the privacy of victims and witnesses, the Norfolk Police Department does not routinely release any identifying information on them, including their names, addresses or license plate numbers.

If a law enforcement record concerns a juvenile, the record is routinely withheld under Virginia Code 16.1-301, which says that such records are “protected against disclosure to any unauthorized person.” In most cases, these records “shall not be open to public inspection nor their contents disclosed to the public.”

To protect the integrity of ongoing criminal investigations, the Norfolk Police Department does not routinely release information included in criminal investigative files. After a criminal case is adjudicated or otherwise closed, other exemptions to information in the case file may apply.

To protect the privacy and safety of people receiving services, the City of Norfolk does not routinely release information about people receiving social services.

To protect the attorney-client privilege and attorney work product, the City of Norfolk routinely withholds from release legal advice and work of its attorneys.

To protect the financial interest of the City, the City of Norfolk routinely withholds information relating to the negotiation and award of a specific contract where competition or bargaining is involved before the award of the contract. After the award, proprietary information and trade secret information is routinely withheld.

The Virginia Freedom of Information Act does not require a governmental body to create records, to do legal research, or to answer questions about the records we might provide.

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Geographic Information Systems

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1. What is GIS?: Geographic information system (GIS) is a system designed to capture, store, manipulate, analyze, manage, and present all types of geographical data. The acronym GIS is sometimes used for geographical information science or geospatial information studies to refer to the academic discipline or career of working with geographic information systems.[1] In the simplest terms, GIS is the merging of cartography, statistical analysis, and database technology.

A GIS can be thought of as a system—it digitally creates and "manipulates" spatial areas that may be jurisdictional, purpose, or application-oriented. Generally, a GIS is custom-designed for an organization. Hence, a GIS developed for an application, jurisdiction, enterprise, or purpose may not be necessarily interoperable or compatible with a GIS that has been developed for some other application, jurisdiction, enterprise, or purpose. What goes beyond a GIS is a spatial data infrastructure, a concept that has no such restrictive boundaries.

In a general sense, the term describes any information system that integrates, stores, edits, analyzes, shares, and displays geographic information for informing decision making. GIS applications are tools that allow users to create interactive queries (user-created searches), analyze spatial information, edit data in maps, and present the results of all these operations.[2] Geographic information science is the science underlying geographic concepts, applications, and systems.[3]

2. How does GIS work?

It is estimated that approximately 80% of all information has a "spatial" or geographic component. In other words, most information is tied to a place. So when making decisions about siting new facilities, creating hiking trails, protecting wetlands, directing emergency response vehicles, designating historic neighborhoods or redrawing legislative districts, geography plays a significant role.

This is where GIS comes in. Geographic Information Systems (GIS) technology is a computer-based data collection, storage, and analysis tool that combines previously unrelated information into easily understood maps. But GIS is much more than maps. A GIS can perform complicated analytical functions and then present the results visually as maps, tables or graphs, allowing decision-makers to virtually see the issues before them and then select the best course of action.

Add the Internet, and GIS offers a consistent and cost-effective means for the sharing and analysis of geographic data among government agencies, private industry, non-profit organizations, and the general public.

3. What can GIS be used for?

There are numerous ways in which this technology can be used. The most common ones are:

1. Management of resources

2. Investigations of the earth’s surface that is scientific in nature

3. Archeological uses

4. Planning of locations and management of assets

5. Urban & regional planning

6. Criminology matters

7. An Impact assessment of the environment

8. The assessment and eventual development of infrastructure

9. Studies of the demographics of an area plus its population

10. Analysis with regards to engineering

4. Is there a GIS Wiki?: http://en.wikipedia.org/wiki/Geographic_information_system

5. Are there any GIS User Groups?: GIS Lounge is an information portal primarily relating to the field of geographic information systems. The purpose of this site is to provide introductory text for issues relating to GIS as well as interesting news items, tips, and resources for the geospatial field. http://www.gislounge.com/

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HR - Jobs

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1. How do I check the status of my application?: You can check your application status by logging into your account at https://www.governmentjobs.com/js_login.cfm

2. I forgot my username/ password, how do I reset it?: The City of Norfolk does not retain applicant username/password information, please contact NEOGOV customer service at 877-204-4442.

3. How do I attach my resume or other documents to my application?: use the attach documents section and follow the instructions

4. Can I make changes to my application after submittal?: Unfortunately, once an application is submitted changes cannot be made

5. What if I have questions about a job posting?: You can contact HR staff at 757-664-4486 or email recruit@norfolk.gov

6. How will I know if I've been selected for an interview?: You will be contacted by a department representative to schedule the date and time.

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Human Services - Homelessness - Norfolk Emergency Shelter Team (NEST)

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1. Who needs an annual tuberculosis screening?: All family members including provider and assistants require the annual TB screening. We can request an additional test if there are specific concerns about a provider’s health. If you use volunteers or have visitors to your home for extended periods they too must obtain a TB screening before coming in contact with children.

2. What do I do to close a family day care home?: If you want to close your family child care home you must provide parents 30-days written notice of your intent to close. Additionally, you must provide your licensing specialist a written letter with your final program date. Within 48-hours of closing your program, you must surrender your original license along with any materials and equipment borrowed from the Home-Based Childcare Network Office.

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Human Services - Public Assistance

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1. Where are the Human Services locations where I can obtain assistance in person?: Norfolk Department of Human Services Office - 741 Monticello Ave Norfolk, VA 23510

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Human Services - Real Estate Tax Relief Program

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1. Is there an exemption for disabled veterans?

Beginning on or after January 1, 2011, the General Assembly hereby exempts from taxation the real property, including the joint real property of husband and wife, of any veteran who has been rated by the U.S. Department of Veterans Affairs or its successor agency pursuant to federal law to have a 100 percent service-connected, permanent, and total disability, and who occupies the real property as his principal place of residence.

The surviving spouse of a veteran eligible for the exemption set forth in this article shall also qualify for the exemption, so long as the death of the veteran occurs on or after January 1, 2011, and the surviving spouse does not remarry. The exemption applies without any restriction on the spouse's moving to a different principal place of residence.

In order to apply, the veteran must provide the following:

The approved and original letter of disability from the Department of Veterans Affairs
Completed and signed Disabled Veteran application
Copy of military photo identification
Copy of proof of residency occupancy, such as a driver's license, utility bill or bank statement

Additional information

Download form

2. Is there an age requirement for disabled citizens?: No. If a person who is permanently and totally disabled owns real estate, there is no minimum age requirement.
more...

3. What proof is needed to establish that a person is permanently and totally disabled?: Certification is required from the Department of Veterans Affairs, the Railroad Retirement Board, or the Social Security Administration. If an applicant is not eligible for certification by any of these agencies, there must be sworn affidavits by two (2) medical doctors licensed to practice medicine in Virginia. One of these affidavits must be based on a physical exam.
more...

4. What is the Application Timeline?: The Norfolk Department of Human Services will accept applications postmarked between February 1st and June 1st. more...

5. What Are Some Examples Of Income?: Wages, Social Security, annuities, pensions, disability income, interest, dividends, business income, farm income, income from real property, and income from roomers or boarders.
more..

6. What Are Some Examples Of Assets?: Real Estate other than the residence, bank accounts, trusts, certificates of deposit, stocks, bonds, and value of personal property such as automobiles. more..

7. What Is the Cap Amount? How Will It Impact Potential Benefits?: Available funding is determined annually. In the event the total amount of all approved tax relief applications exceeds this amount, each approved application could have a pro rata reduction as may be necessary to balance the total tax relief appropriation. Proration is applied to all tax deferrals. The calculation of relief provided will be made after the program ends.
more...

8. What Is the Difference Between Exemption And Deferral?: Exemption means exempt taxes will not be billed or owed later. Qualifying participants with income of $28,611 or less per year may receive a tax exemption of 100%, but only up to average assessed value of $203,386. If the assessed value exceeds the average, the homeowner may elect to be billed or defer any remaining taxes in the excess average value.

Deferral means taxes will be paid to the city upon the sale of the dwelling or from the estate of the decedent. more...

9. How Will This Affect My Mortgage Company?: Applicant is responsible to meet any requirements imposed as part of any Promissory note or Deed of Trust. It is the applicant's responsibility to confirm that any deferment granted will be recognized by the applicant's mortgage lender prior to submitting the application. Failure of a mortgage lender to recognize the City of Norfolk Tax Deferral program is a matter solely between the applicant and the mortgage lender.
more...

10. In Order To Apply Does The Real Estate Have To Be "Free And Clear"?: No. If there is a mortgage on the property, you are still eligible to apply.
Is the information I provide kept confidential? All information is strictly confidential and not open to public inspection.
more...

11. How do I obtain an application?

A new application must be filed each year. Beginning February 1st, choose from one of the following options to obtain an application:
- Download and print an application from the Department of Human Services website
- Request an application to be mailed to you by calling call 757-823-1130 or 757-664-6035
- Send a request by email to seniortaxrelief@norfolk.gov
- Pick up an application at one of the following Department of Human Services locations:

Park Place Multi-Service Center
606 W. 29th Street
Norfolk, VA 23508

Norfolk Workforce Development Center
201 E. Little Creek Road
Norfolk, VA 23505

Berkley Multi-Service Center
925 South Main Street
Norfolk, VA 23523

Department of Human Services
741 Monticello Ave.
Norfolk, VA 23510

Huntersville Multi-Service Center
830 Goff Street
Norfolk, VA 23504 more...

12. How do I submit my completed application?: You may submit a completed application between March 1st and June 1st in one of the following ways:
Fax to 757-664-7535
Hand deliver or drop off at Park Place Multi-Service Center, 606 W. 29th Street, Norfolk, VA 23508
Mail to: Workforce Development Center, Dept. of Human Services, 201 E. Little Creek Rd, Norfolk, VA 23505 (must be postmarked by June 1st)

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Information Technology - Cable Television Policy & Administration

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1. Why has Verizon not made FIOS services available to City residents?: The City has invited Verizon, in person and by letters, to enter into a cable television franchise to provide cable services to the citizens of Norfolk. Verizon told us that they appreciated our taking time to invite them in and urging them to come to Norfolk and that they understood the process. They said then and continue to say that they have not concluded that they desire to apply for a franchise.

2. Does any provider have an exclusive franchise in Norfolk?: No cable television, internet or telephone provider has an exclusive contract to provide service in Norfolk. The City has consistently encouraged competition in the City.

3. Are cable prices regulated?: Much of the regulation of cable companies is done by the Federal Communications Commission ("FCC") and at the federal government level. FCC guidelines give the City of Norfolk the authority to regulate the rate for Basic service, the lowest available level of service when there is no competition. Currently, Norfolk does not regulate the base rate for cable service because the FCC has determined that with direct broadcast satellite providers (DirecTV and Dish Network) there is adequate competition; therefore, Cox may charge what it believes the cable-buying market will pay.

4. Why do other Cities in the area have different channel lineups?

FCC regulations state that basic service must contain local broadcast stations and public-education-government channels. Any additional channels are at the sole discretion of the cable company. Except for mandating broad categories of programming such as the following:

Educational and government
Family
Home shopping
Multi-cultural
Public, etc.

The City has no jurisdiction over what channels are carried on the Cox system.

5. Why am I billed a month in advance for service?: With utilities like electricity and water, monthly charges are based on usage and fees and are calculated at the end of a billing cycle. However, like telephone service, cable TV service has a standard basic monthly charge, usually billed a month in advance.

6. What is the Communications Sales Tax?: Under legislation enacted by the 2006 General Assembly, House Bill 568, the Virginia communications sales and use tax, also referred to as the Communications Sales tax, replaced most of the previous state and local taxes and fees on communications services, effective January 1, 2007. This tax replaced all "franchise fees" previously paid by cable TV service companies in Virginia.

7. What are the Cable TV Consumer Rights?

As a cable TV subscriber in Norfolk, you have a right to:

Appeal to the City Cable Administrator for assistance, after contacting the cable company without satisfaction.
A customer service center and bill payment location open at least during normal business hours.
Service calls, installations, and disconnects during normal business hours within seven business days of the request.
Telephone answering time of fewer than 30 seconds, with an additional 30 seconds maximum time to transfer the call to a customer service representative.
A specific time for service calls within a time block equal to or less than four hours in length.
An appointment scheduled at a specific time during normal business hours convenient to you, if the technician does not meet a previously scheduled time.
The following materials, once every 12 months:
- Billing and complaint procedures
- Channel positions of the programming carried on the System
- Installation and Service maintenance policies
- Instructions on how to use the Cable Service
- Prices and options for programming services and conditions of subscription to programming and other services
- Products and Services offered

At least 30 days prior notice of any significant changes in the information listed above, in writing and by an announcement on the system.
Credit on your next bill of an amount equal to 1/30 of the monthly charge for loss of service for more than eight hours in any 24-hour period, other than a planned interruption.
A billing statement that is clear, concise and understandable. Such statements must be fully itemized and include basic and premium service charges and equipment charges, all activity during the billing period including any rebates and credits.
A response to your written billing complaints within 30 days of receipt of your complaint.
Refund checks and service credit issued to you no later than the next billing cycle.

8. Where should I complain?

If subscribers have questions or problems with cable service, they should first contact Cox to resolve the issue. Direct inquiries for Cox to:

Cox Communications
Attention: Government Affairs
1341 Crossways Boulevard
Chesapeake, VA 23320
Phone: 757-222-1111

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MyNorfolk

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1. What mobile phone platforms do you support?: MyNorfolk is currently available for iPhones and Android devices.

2. What happened to the requests I submitted through request tracker prior to MyNorfolk?: Your request has been moved over to the new system and is still being processed. For Request tracker requests enter RT- and you can continue to monitor your concern.

3. How can I look up City information from the MyNorfolk website or mobile app?: From the MyNorfolk website, enter a word or phrase in the Search City Services box at the top of the screen. From the MyNorfolk mobile app, select City Service Directory from the menu, and then enter a word or phrase in the Search City Services box at the top of the screen.

4. Can I submit a service request anonymously?: Most service request types can be entered anonymously by leaving the Contact Info fields blank while creating your request. However, if we need more information and have no way to contact you, the request may be canceled (not completed). Some request types require contact information to be provided in order to comply with laws or rules in place regarding those services. Contact info fields are indicated as “required” for those request types.

5. Can I have a copy of my service request sent to my email address?: Yes. When submitting a service request, if you provide your email address on the Contact Info screen, you will receive an email notification for that request when it opens and when it gets closed or canceled.

6. Will you sell, share, or otherwise use my email address?: Your email address is used only for the MyNorfolk application and will not be sold or shared.

7. When I submit a service request who will fulfill the request and how long will it take?

Your request will be
assigned to the corresponding City department depending on the type of service
request entered.

The time to fulfill the request varies depending on the
service request type, priority, and the volume of requests being handled by the
assigned City departments.

The MyNorfolk application currently offers over 145 service
request types which are fulfilled by various City departments. Requests may be
entered using MyNorfolk at any time but service fulfillment only takes place
during City business hours.

8. Is there a limit to the number of service requests that I can enter?: There is not a limit on the number of service requests entered. However, the system may prompt you that someone else has already reported a similar issue at the same location.

9. Do I need to include a photo when submitting a service request?: Adding a photo is optional.

10. Why is my address not found when entering a service request or using the Find City Info map?: Only addresses within the City of Norfolk limits will be found. If you live in a neighboring city your address will not be found.

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Norfolk Animal Care Center - Licensing Your Pet

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1. How long is the license valid?: Licenses are purchased annually. They are valid for one year, beginning January 1 and expire on December 31.

2. When do the licenses go on sale?: Licenses may be purchased after November 1st of each year.

3. Where can I purchase a license?: Office of the City Treasurer, 1st Floor, City Hall Building 757-664-7800 Norfolk Animal Care Center, 5585 Sabre Road 757-441-5505

4. What is the limitation on the number of animals per household?: Section 6.1-8 of the Norfolk City Code allows no more than four adult dogs and four adult cats in any one dwelling unit or premises within the city limits.

5. When is my dog/cat required to have an animal license?: A license is required when your cat or dog reaches the age of four (4) months, and after it has received its rabies vaccination.

6. What paperwork should I bring to obtain a license?: A current rabies certificate is required. Additionally, documentation that your animal has been spayed or neutered is required in order to receive the reduced rate.

7. Must I provide any documentation if I need a duplicate license?: Duplicate licenses may only be issued through the Treasurer's Office. You must bring your current animal license certificate. There is a processing fee of $1.00 for a duplicate license.

8. Who can I call regarding animal disturbances or lost and found animals?: Contact Animal Control at 757-441-5505.

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Norfolk Community Service Board Consumer's Corner

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1. What should I do if I have an emergency?

Call 911 for medical or police-related emergencies.
If you are unable to care for your basic needs due to your disability, it is an emergency. If you are thinking about harming yourself or someone else, or if you have a need to talk to a crisis counselor, it is an emergency. In this case, you should call our Emergency Services Hotline at 757-664-7690. This service is available 24 hours a day, 7 days a week.
If you are running out of medication, please contact your individual Care Coordinator who you regularly work with on the next business day. If you are out of medication, please contact your individual Care Coordinator who you regularly work with on the next business day. If you have other additional service needs, please contact your individual Care Coordinator who you regularly work with on the next business day.

2. What is a care coordinator?: Your Care Coordinator should be your primary point-of-contact for all of your services here at the Norfolk Community Services Board. Care Coordinators will always be a provider with whom you have had face-to-face contact, as well as provided you with services in the past.

3. Who do I call if I have a question about my bill?: Call our Reimbursement Office at 757-823-1665.

4. Who do I call if I am interested in employment at the CSB?: For job openings and employment information, call Human Resources at 757-823-1668. You may also visit the City of Norfolk Human Resources web site.

5. How do I find more information about services for the deaf, blind and hard of hearing?: Call TDD: 1-800-552-7917.

6. How do I voice concerns or suggestions about the CSB services?: Call the Office of Consumer Relations at 757-823-1692.

7. Who do I call if I have complaints of human rights violations?: Call the Office of Consumer Relations at 757-823-1692.

8. Where can I find more information about my rights or privacy?: View the copy of our NCSB Handbook (PDF). You may also obtain a printed copy of the handbook at any of the Norfolk CSB Facilities.

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Parking

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1. What is the Division of Parking?

The City of Norfolk’s Parking Division is an enterprise fund, which falls under the Department of General Services. The Parking Division operates over 19,000 public parking spaces located in 14 garages , 10 lots and more than 500 on-street spaces.

Safe, convenient and affordable parking is always available. The Division of Parking, through the efforts of all employees dedicated to excellence, shall provide safe, convenient and affordable parking services to the citizens, visitors and businesses in Norfolk.

2. Who are our patrons?: Downtown workers, visitors, residents, students, shoppers, and tourists.

3. Where does the money I pay go?: All parking revenue collected remains within the Parking Enterprise Fund to cover the operating, maintenance, and all capital costs incurred by the parking system.

4. How many parking spaces are in downtown?: The city’s parking system consists of more than 19,000 public parking spaces located in 14 garages, 10 lots, and more than 500 on-street metered spaces.

5. Why is downtown parking necessary?: Downtown Norfolk is the center of the region's business, retail, cultural, and entertainment activities. Parking is an integral support structure to downtown commerce.

6. What is the busiest time to park?: The peak demand for downtown parkers is between 11 a.m. and 2 p.m., Monday through Friday, when approximately 60% of all downtown parking spaces are occupied.

7. Why do people have to pay to park downtown?: The city uses many methods of financing the services it delivers to Norfolk citizens. Some services, such as police and fire, are supported by citizens through taxes paid to the general fund. Other services are financially supported by the users. Parking is one of those services supported exclusively by drivers using garages, surface lots and shuttles. Since this operation is self-supporting, adequate fees must be collected to cover the operating, maintenance and capital costs incurred by the parking system.

8. Who enforces on-street and off-street parking?: Division of Parking Enforcement Officers, Norfolk Police Department, and ODU Police monitor and enforce parking.

9. Why does Norfolk have parking meters?

Metered parking has many benefits to residents and businesses.

Provides convenient on-street parking for business patrons.
Encourages turnover of parking spaces for the short-term visitor.

Metered spaces are intended for short-term parking. The purpose of the time limit is to ensure that parking spaces regularly become available for customers of area businesses and visitors.

10. How much does it cost to park downtown?: The rate structure for parking in downtown is the same at all surface parking lots and garages. Most facilities allow short-term and long-term parking. View additional information on parking rates by facility.

The Division uses state-of-the-art electronic parking meters in its on-street and off-street metered parking program. Find detailed information on meter rates.

11. Is there special event parking?

Many venues in the city are host to special events throughout the year. In order to accommodate convenient exiting from parking facilities at special events, the Parking Division puts into place a collect-on-entry operation.

The collect-on-entry rates are:

All facilities collect-on-entry, special event rate -- $5.00 and $10.00 per vehicle*
*MacArthur Center Garages special event fee -- $2.00 per vehicle
Special COE -- $12.00 per vehicle*
Special Rate -- $2.00 per vehicle
6 PM - 9 PM -- $5.00
After 9 PM -- $7.00 per vehicle
COE -- $5.00 and $10.00 per vehicle*
Harbor Park -- $6.00 per vehicle

12. Are there any programs to help defray the cost of parking for patrons of downtown businesses?: In connection with the operation of its attendant-operated facilities, the Division of Parking has established the Discount Stamp Program. Merchants / businesses may purchase discount stamps in booklets at a 50% discount of their face value for their patrons to use when exiting an attendant-operated facility in order to defray - in whole or in part - parking charges for up to four hours. This program is a successful example of public / private cooperation. Validations by City Code cannot be used to provide parking for employees.

13. Are shuttle services offered?: Light Rail, mobile options like Uber and TRT for regional transit.

14. Is security provided?: Allied Security provides garage monitoring. Supplementall security provided by the Norfolk Police Department.

15. Is there parking for the disabled?: Yes. Disabled parkers with valid handicap license plates and / or hanging tags may park free at any on-street metered space for the posted time (2 hours at most downtown meters, except Waterside, which is 15 minutes). Or, disabled parkers may park in off-street parking garages and lots for an unlimited time when paying posted hourly rates.

16. Does the City of Norfolk provide all the parking in downtown?: No. There are a number of privately owned and operated garages and surface lots in the downtown. These private facilities provide approximately 5,000 of the 23,000 spaces currently available in downtown.

17. What days and hours are the parking meters enforced?: With the exception of the parking meters in front of Waterside, metered spaces are all 2-hour duration and are in effect and enforceable from 9:00 a.m. – 6:00 p.m., Monday through Saturday.

The metered spaces in front of Waterside have a 15-minute duration and are enforced from 7:00 a.m. – 10:00 p.m., Monday through Sunday.

Metered Parking is free after 6 p.m. Monday through Saturdays and all day on Sundays.

As stated in Section 25.1-125 Enforcement of the City Code, enforcement shall not apply on Sundays, state election days, federal legal holidays or state legal holidays.

However City Council may, by resolution, waive these provisions, with respect to any or all designated streets, zones or public areas of the City, for such period of time as may be set forth in the resolution. Where the provisions are waived, signs or notices advising the public of such waiver shall be conspicuously posted for the streets, zones or area so affected.

18. Is there parking available in downtown for buses, RVs, campers and other oversized vehicles?: Parking for buses, RVs, campers and other oversized vehicles is available at Harbor Park Lot F, contact the Parking Division at 757-664-6222 for further information.

19. How can I get a special parking permit to park at meters?: The Division of Parking realizes the need to close meters for construction-related projects or special events at various locations throughout downtown. As a result, the Division of Parking has developed the Parking Meter Permit Program which offers several different types of meter permits, depending on the event and the length of time the permit is needed. This permit is designed to make legal parking more convenient by having the parker pre-pay the meter fee in return for a permit that is to be displayed on the dashboard of the vehicle.

Parking meter permits are issued on a first come, first serve basis and may be renewed weekly with a new application. Financial districts, as approved by Norfolk city ordinance, determine meter rates. Permits are not available on Sundays, federal, state and local holidays, or after 6 p.m. Monday – Saturday. Posted hours of operation are the enforcement hours for parking meters.

For additional information, contact the Parking Division at 757-664-6222.

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Parking - Merchant Discount Validation Program

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1. What is the Discount Validation Program (DVP)?: The Division of Parking’s discount program is a wonderful “reward” for your valued clientele and patrons. The DVP allows businesses located within the Central Business District (CBD) to defray the cost of parking in attendant operated facilities for customers of those businesses. Due to contractual obligations, the MacArthur Center Garages are not included in this program.

2. Why should I buy validation tickets for my customers?: As an inexpensive "thank you" to patrons who support your business and are vital to your continued success, Discount Validation is ideal. Perhaps, you would like to reward your faithful customers by discounting their parking fee. Or, during special times of the year (e.g., Christmas), as a gift for patrons.

3. Where can I purchase discount validation tickets?: Discount validation tickets are purchased through the Division of Parking’s Customer Service Center located at 222 E. Main Street, Norfolk, Virginia 23510. Orders may be placed in person or ordered online . Allow a minimum of one business day for order printing and processing. Payment is made at the Parking Customer Service Center when discount validation tickets are retrieved. For more information, please call 757-664-6222.

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Parking - Meter ParkCards

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1. What is a Meter ParkCard?: Parking meter permits are issued on a first come, first serve basis and may be renewed weekly with a new application. pre-paid debit-type card that can be used as payment for meters, instead of coins. The Meter ParkCard is a convenient means of payment for frequent downtown, metered parking patrons, whose visit is less than two hours.

2. How does a Meter ParkCard work?

Directions are included on the back of the ParkCards and they are as follows:

Insert ParkCard into meter in direction shown by arrow
Card balance will flash four times
Meter time will then appear, increasing incrementally
Remove card when desired time is displayed

3. Where can the Meter ParkCards be used?: Meter ParkCards can be used at all City of Norfolk meters, including meters located in Downtown Norfolk, and at the Old Dominion University Village. ParkCards are not for use at parking facilities, including garages and lots.

4. Are coins still accepted at meters?: Yes, all meters still accept nickels, dimes, and quarters.

5. Are the ParkCards reusable?: Yes, the ParkCards are reusable and can be reloaded with up to $10 or $20 (depending on original card amount) at the Parking Customer Service Center.

6. What if my card is lost or stolen?: There is a $5 replacement fee for lost, stolen or damaged cards. The City of Norfolk is not responsible for lost, stolen or damaged cards.

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Parking - Passport

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1. What costs are associated with Passport Mobile Pay?: Registering for PassportParking Mobile Pay is free of charge. There will be a $0.20 convenience fee added to each parking session. Usual parking rates still apply.

2. Is it safe to do a credit card transaction over the phone or on an app?: Yes. Your credit card number is encrypted when you sign up and is never entered, displayed, or spoken during a transaction.

3. How does the Parking Enforcement know that I have paid through PassportParking Mobile Pay?: Once you pay with Passport Mobile Pay, the zone and space information that you enter is immediately sent to the parking enforcement’s monitoring system.

4. Do I get a receipt?: Yes. All transactions can be viewed by logging into your Passport Mobile Pay account. You also have the option of receiving receipts by email or simply printing directly from your account.

5. What if I get a ticket after paying with PassportParking Mobile Pay?: Passport does not own, manage or enforce parking facilities. We don’t issue citations and we can’t overturn them for you. Don’t worry though, you can find your receipt online from your Account Management page at www.ppprk.com/park. Follow the instructions on the citation to begin your appeal or call PassportParking Helpdesk for information on contacting the owner/operator.

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Personal Property Tax

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1. What are personal property taxes?: Personal property taxes are those taxes assessed by the Commissioner of the Revenue for vehicles (includes autos, trucks, motorcycles and utility trailers), recreational vehicles, boats, aircraft, mobile homes, and leased vehicles, as well as business furniture, fixtures, equipment and machinery, and tools used in the manufacturing process.

2. Am I required to pay personal property taxes if I am active duty military?: Any person who is active duty military is exempt from taxation if his/her home of record is outside Virginia pursuant to The Soldiers' and Sailors' Civil Relief Act of 1940, as amended. You will be required to provide written documentation to the Commissioner of Revenue to verify your military status. For more information on the requirements please visit the Office of the Commissioner of the Revenue or contact their office at 757-664-7884.

3. When are personal property taxes due?

Personal property taxes and business tangible personal property taxes are due by June 5. Bills will be mailed to the taxpayer's last known address. It is the taxpayer's responsibility to advise the Commissioner of the Revenue of an address change. Failure to receive a bill does not relieve the taxpayer of the responsibility for paying taxes on time.

Supplemental personal property tax bills are due on March 31st and December 5th.

4. What is a DMV Stop?: In accordance with Virginia State Code §46.2-752(J), the Treasurer has the authority to withhold state registrations for vehicles owned, or co-owned, by you until all delinquent personal property taxes are paid in full. In addition, an administrative fee in the amount of $30.00, and a DMV Stop fee in the amount of $25.00, will be imposed upon you and each owner to cover the cost of this enforcement action. If your account(s) get flagged with a DMV Stop, you will NOT be permitted to pay by personal check.

5. What procedures are followed when I no longer reside in Norfolk?: You must first notify the Department of Motor Vehicles to change your mailing address and garage jurisdiction. Then notify the Commissioner of the Revenue of your residence change and the date you moved from Norfolk. Your tax bill will be adjusted accordingly and a new prorated bill may be mailed to you if necessary. To report the move, sale, or disposal of a vehicle online to the Commissioner of the Revenue, please click here.

6. Who do I notify when I sell or dispose of my vehicle?: You must first notify the Department of Motor Vehicles and then the Commissioner of the Revenue of your change and the date you sold or disposed of your vehicle. To report the move, sale, or disposal of a vehicle online to the Commissioner of the Revenue, please click here.

7. What is the current tax rate for personal property?: The personal property tax rate varies by type of vehicle. Please visit the Commissioner of the Revenue for the most current tax rate information.

8. What is the license fee showing up on my bill?: License fees are imposed pursuant to the Code of Virginia, 46.2-752. For more information on this policy please read the Complete Streets Policy (PDF).

9. What if I have a question concerning the assessment (i.e., high mileage, body damage, etc.) of my vehicle?: All questions regarding the assessment of your vehicle must be directed to the Commissioner of the Revenue. For more information, please visit the Office of the Commissioner of the Revenue, or contact their office at 757-664-7884.

10. How are penalty and interest calculated on a delinquent tax bill?: Pursuant to §58.1-3916 of the Code of Virginia and §24-6(a) of the Norfolk City Code, penalty for failure to pay your personal property tax by the due date is 10% or $10.00, whichever is greater. Such penalty shall be assessed on the first day following the day such taxes are due. Interest begins to accrue on the first day of each month following the due date at the rate of 8% per year.

11. I recently moved to Norfolk; how do I register my vehicle?: Notify the Department of Motor Vehicles of your new address and contact the Office of the Commissioner of the Revenue regarding the requirements of registering your vehicle in Norfolk.

12. What is business tangible personal property tax?

Taxes on personal property for a business, trade, or profession, assessed by the Commissioner of the Revenue. This includes, but is not limited to, the following:

Furniture and fixtures
Equipment
Machinery and tools

Business personal property tax returns must be filed with the Commissioner of the Revenue by March 1. For more information, you may visit the Office of the Commissioner of the Revenue, or contact them at 757-664-7886.

13. How are personal property taxes assessed?: The Commissioner of the Revenue is responsible for the assessment of taxes on individual and business vehicles, recreational vehicles, boats, mobile homes, aircraft, and rental tax on daily passenger cars. For current rates and additional information, please visit the Commissioner of the Revenue.

14. What happens if I don't pay my taxes?: The Treasurer utilizes several methods for collection of delinquent taxes, including, but not limited to, tax liens, distress warrants and withholding state vehicle registration renewal with the Department of Motor Vehicles as well as debt set off of your state income tax return or lottery winnings. (See §§58.1-3919, 58.1-3941, 58.1-3952, 58.1-520 thru 58.1-534, 58.1-4026 and §46.2-752(J), Code of Virginia).

15. If I want to pay in person, where do I go?: All personal property taxes are paid to the City Treasurer's Office, located on the first floor of the City Hall Building, 810 Union Street. The office is open to the public Monday to Friday from 8:30 a.m. to 3:45 p.m.

16. What is the Personal Property Tax Relief Act and does my vehicle qualify for Car Tax Relief?: The Personal Property Tax Relief Act of 1998 provides tax relief for any passenger car, motorcycle or pickup or panel truck having a registered gross weight of less than 7,501 pounds. The vehicle must be owned or leased by an individual and not used for business purposes. Learn more about the Personal Property Tax Relief Act.

17. How do I Return to the Commissioner of Revenue Home Page?: Click Here to return to the Commissioner of Revenue's Home Page

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Planning - Building Safety

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1. When do I need a Building Permit?

A building permit is required for any residential or commercial repair (alteration), addition, or new construction that requires new framing or exposes existing framing. This includes, but is not limited to the following:

Residential projects: building permits are required to remove drywall, construct new partition walls or bearing walls, relocate walls, install new framing, change the roof pitch, construct decks, build room additions, screen porches, cover porches, build any accessory structure over 256 square feet, install pre-manufactured carports, install above ground swimming pools deeper than 2 feet, install hot tubs/spas, and construct masonry walls with a footing.

Commercial projects: building permits are required to remove drywall, construct new partition walls or bearing walls, relocate walls, install new framing, re-roof, side or cover exterior walls, complete tenant build-outs, complete change in use, obtain a change in occupancy, build additions, construct commercial accessory structures, install fences taller than 6 feet in height, install fire suppression equipment, install 5 foot run-ins, elevators, install paint booths, construct service station islands and canopies, and install pre-manufactured steel buildings.

For further clarification, please call the Development Services Center at 757-664-6565.

2. When is a permit not required?: Building permits are not required for 1 and 2 family residential re-roofs, replacement windows of the same size, vinyl or shake siding, cabinets, floor coverings, minor repair to decks including but not limited to deck board repair and tread repair, driveways, water tanks supported on grade at 5,000 gallons or less, retaining walls supporting less than 2 feet of unbalanced fill, and above ground swimming pools less than 2 feet deep.

3. What documentation do I need to obtain a Building Permit?: Certain documentation is required to apply for a building permit. Please refer to our Applications and Forms page for Building Permit Form that provides plan submittal instructions and a list of required documentation.

4. Who should apply for a building permit the property owner or the contractor?

As a property owner, tenant, or contractor, you may apply for a building permit.

If a contractor is performing work on your property, it is highly recommended that they obtain the permit and be listed as the responsible party. A property owner may choose to perform the work and obtain a permit themselves; but will also need to submit an affidavit accepting responsibility for all work performed under the permit.

Class A, B, or C contractors licensed in the state of Virginia may only obtain permits within their respective trade. Persons holding a master’s license in the state of Virginia may only obtain permits for projects within their trade not to exceed $1,000 in scope.

5. How long does residential plan review take?: Residential plan review takes approximately 10 business days to complete for any new construction. Plan review for additions and renovations can be reviewed at the counter immediately (except when further approvals are needed from other offices such as Environmental Services and/or Zoning).

6. How can I submit plans for review for permits?: A complete package including application and construction documents may be emailed to the Development Services Center.

Insufficient plans or incomplete applications will not be assigned check-in tracking numbers. Please refer to the Plan Submittal Checklist. Resubmittals shall include the entire resubmittal bundle including all of the requested items, address, and permit tracking number, or the plans will not be resubmitted for review.

7. How long does commercial plan review take?: Commercial plan review takes approximately 10 business days to complete for new construction, additions, and any other work. All commercial plans must be checked in at the counter.

8. What documentation is required for a tent?: The following are required to obtain approval: two copies of a site plan or land survey showing the proposed location of the tent (drawn-in), two copies of the certificate of flame resistance, two copies of tent specifications as applicable, and two copies of the tent layout (if seating, stage, or display areas proposed). If the tent or combined area covered is greater than 900 square feet, a building permit application is also required.

9. What documentation is required for a pier, bulkhead, and/or rip-rap?: The following are required to obtain approval: two copies of the land survey, two copies of the Permit and/or Approval from the U.S. Army Corps of Engineers (USACE), two copies of the Approval Letter from Virginia Marine Resources Commission (VMRC), two copies of the City of Norfolk Wetlands Board Approval with signatures, and a completed Building Permit Application.

10. What documentation do I need to put up a shed or fence?

A zoning certificate is required for any storage shed 256 square feet or less and any fences located on a corner lot. Please bring two copies of the land survey with you in order to obtain the Zoning Certificate.

Please note that if the shed is greater than 256 square feet or if the fence is taller than 6 feet, a building permit is required.

In addition, all fences located within a historic district are required to receive a Certificate of Appropriateness by going through the Architectural Review process.

11. What is a zoning certificate?: A zoning certificate is a document that allows the construction of structures that do not require a permit as per the building code. This includes fences on corner lots, accessory structures (sheds, garages, etc.) less than 256 square feet, and any other zoning approvals as determined by the Zoning Administrator.

12. What are the typical setbacks for residential properties?: Setbacks depend on the zoning of the parcel in question. Typically, for principal structures, there is a 25 foot front yard setback, 5 foot or 10 foot side yard setback, and 25 foot rear yard setback. For corner lots, there is a 10 or 25 foot corner side yard setback. Accessory structures have different setbacks then principal structures. Many times these setbacks will be altered by overlay districts.

Please contact Zoning at 757-664-6588 to verify setbacks for a specific property and structure.

13. Where can a fence go on a residential corner lot?: The location of the fence depends on several factors including the zoning district that you reside and the exact delineation of your property line. In general: •A fence located in the front yard that is considered 50% open (i.e. chain link, wrought iron, picket, etc.) may be up to 4 feet tall. •In the side yards, you may place up to a 6 foot solid fence, unless your property is on a corner lot. If you are on a corner, the fence adjacent to the road may be up to 6 feet, but it must be 50% open (i.e. chain link, wrought iron, picket, etc.) Graphics to illustrate these requirements can be found here. For further clarification, please contact Zoning at 757-664-6588.

14. What is required for Plumbing, Mechanical, Electrical or Elevator Permits?: A completed application for the specific trade is required. An application can be completed electronically via an online portal at norfolkvapermits.force.com

15. What type of permit is required for a gas line?: A Mechanical Permit is required for a gas line.

16. What is required for a Certificate of Occupancy?: A Certificate of Occupancy will automatically be produced for new construction and/or a “Change-in-Use” 48 hours after an approved final inspection, as long as other required City approvals (such as Driveways) are obtained. A Certificate of Occupancy is not necessary for a residential addition or alteration. A Certificate of Occupancy (Existing) is required for a “Group Home”, Occupant Load change, or a daycare in a church.

17. How do I get historical information about permits on a property that I am interested in buying or just bought?: In order to get copies of our historical records, the applicant must submit a completed “Freedom of Information Act” (FOIA) Request for Public Records form with as much detail as possible for review by the Planning Department’s Records Manager and the City Attorney’s Office.

18. How do I request an inspection?: Inspections can be requested using the online portal with a computer or smart device at Inspections. You will need to enter your permit number and PIN to find inspections that are available to request.
Permit Number (ex. B12-3456) PIN Number (ex. IR-12345) You can also login into your portal account and schedule the inspection.

19. How do I get inspection results?: Inspection results are emailed to up to three registered email addresses, designated by the permit applicant.

20. How much does a permit cost?: The price of a permit varies greatly and is dependent on the nature of your project. Please reference our permit fee schedule for further information or call the Development Services Center at 757-664-6565.

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Planning - Comprehensive Planning

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1. What is Comprehensive Planning?: Comprehensive Planning is an inclusive process by which a community seeks to manage present conditions and provide for future needs. Though most often associated with guiding future land development, local government comprehensive planning efforts can also include such activities as planning for public and private infrastructure, public facilities and service needs, historic preservation, the environment, and economic development.

2. What is a Comprehensive Plan?: The Comprehensive Plan is the formal document produced through the comprehensive planning process described above. At its core, the plan is a guide that captures the vision of what a community wants to be in the future. Sometimes also referred to as a master plan or a general plan, it is the foundational document of long-term planning, land use planning, zoning, and growth management in the United States and enables local government officials and citizens to anticipate and deal constructively with changes occurring within the community. It is a broad effort to address a wide range of community issues and concerns, and to understand the important relationships between each part of a community. Comprehensive Plans usually set a planning horizon of 20-25 years, which avoids the uncertainty of long-term economic and population growth patterns while also avoiding short-term thinking that can weaken a cohesive vision of the future. Typical topics addressed in the plan include an analysis of population change, land use and economic trends, natural and environmental features, housing, transportation systems, and community facilities and services. The local planning commission (City Planning Commission) is responsible for drafting and developing the plan, while the local governing body (Norfolk City Council) is required to adopt the plan.

3. Why have a Comprehensive Plan?

First and foremost, Virginia State Law, or the Code of Virginia, requires that all local governments have an adopted Comprehensive Plan, which spells out policies for future development to ensure orderly growth and the protection of the public health and welfare of the community. The authority for comprehensive planning in Virginia is found in §15.2-2223 of the Code of Virginia, which states, "The comprehensive plan shall be made with the purpose of guiding and accomplishing a coordinated, adjusted, and harmonious development of the territory which will, in accordance with present and probable future needs and resources, best promote the health, safety, morals, order, convenience, prosperity, and general welfare of the inhabitants..."

Secondly, there is great value to a community in developing a Comprehensive Plan and the process itself can be as valuable as the final document. The planning process allows a community to be proactive (vs. reactive) to issues and changes that arise over time, provides guidance for orderly growth and development, provides an opportunity to think regionally, serves as a guide from which to base all decision-making in the present and over time (regardless of turnover in leadership), and can set up the community for grant funding success.

A bit more background, for all the history buffs out there:
Two laws from the 1920s created the legal precedent for comprehensive plans—the Standard Zoning Enabling Act and the Standard City Planning Enabling Act, both offering details about the scope of comprehensive planning powers at the local level. Each state provides further mandates and recommendations about the necessary components of comprehensive plans.

4. What is the relationship between the Comprehensive Plan and Zoning?: The Comprehensive Plan lays the foundation for the Zoning Ordinance, the legal tool for implementing the vision of the future contained in the plan. The plan contains recommendations on land use, housing, transportation, and other areas that are enforced by the Zoning Ordinance; without updating the Zoning Ordinance, many planning goals within a Comprehensive Plan may not be achieved. Along with a community’s Capital Improvement Program (CIP), the Zoning Ordinance is a primary tool for implementing the vision, goals, and recommendations of the Comprehensive Plan.

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Police - Central Records Division

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1. Do I need to register or obtain a permit in order to purchase a gun?: No, but a criminal history check will be completed by the firearms dealer.

2. How do I evict someone from my house and can Norfolk Police assist?: No, the police will not evict someone from your residence. Evicting someone from your home is a civil issue and Norfolk police has extremely limited power reference civil issues. You need to call Norfolk General District Civil Courts at 757-664-4913 or 757-664-4914. The civil courts are located in the Public Safety Building (811E. City Hall Ave). This is the same building that houses the jail and Traffic / Criminal court.

3. How do I find out if a relative is in the Norfolk City Jail?: Norfolk Police Department does not maintain a listing of jail inmates that information can be obtained by calling the Norfolk City Jail at 757-664-4700.

4. How do I find specific laws for the City of Norfolk and the state of Virginia?: Laws pertaining to the City of Norfolk can be found at Municode or you can view
state law here.

5. How do I know if someone has a warrant?: The Norfolk Police Department maintains the website where photographs and information of wanted people are displayed. You can use the Wanted Persons webpage to search for wanted persons using the Warrant Inquiry system. When you arrive at the site, simply click on the letter that corresponds with the suspected wanted person’s last name.

6. How do I report information to Crime Line?: Call Crime Line at 1-888-LOCK-U-UP (1-888-562-5887). The prompter will guide you through the process of placing your call.

7. I was told I have property to be picked up at Property and Evidence; where is that located?: Property and Evidence is located at 811 E. City Hall Ave Norfolk, VA 23510. This is the same building that houses the City Jail and General District Court. After entering the main entrance, turn right then take the next right. Property and Evidence is located at the end of the hall. Bring a valid picture identification card.

8. Where is the Police Operations Center located?: The Police Operations Center is located at 3661 E. Va. Beach Blvd.

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Police - Crime Prevention

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1. How is Neighborhood Watch organized?: A representative from the Crime Prevention Unit will visit your civic league or neighborhood association to help you get started. We suggest that you discuss this idea with your members first to find out how many will be willing to participate in the process. Three major roles need to be filled in order for Neighborhood Watch to function properly: one Coordinator, several Block Captains, and numerous “Watchers.”

Call the Crime Prevention Unit at 757-664-6901 to set this up.

2. How and where do I register a bicycle?

Individuals residing in the City of Norfolk may register and obtain a Bike Registration Decal by taking the bicycle to one of the locations listed below during normal business hours and completing the required registration application. Once obtained the decal must be affixed to the bicycle as set forth in City Code Section 25-380.

The bicycle being registered must be present in order for Officer to verify the Serial Number.

We are unable to post the registration form as they are serialized to match the decal that the citizens receive when they register.

Registration Locations

Police Operations Center - 3661 E. Virginia Beach Blvd.
Ph: 757-664-7012
2nd Patrol Division - 2500 N Military Hwy
Ph: 757-664-6900
3rd Patrol Division - 901 Asbury Ave
Ph: 757-823-4433
ODU Police Department - 4516 Monarch Way
Ph: 757-683-4000

3. We would like a speaker for our meeting. Who do we call?: The Crime Prevention Unit serves as the Speaker’s Bureau for the Norfolk Police Department. Call the Crime Prevention Unit at 757-664-6901 to make arrangements.

4. I hear that you have a service where officers will come to my home and tell me what I need to do to make it safer. How much does this cost: You’re referring to a Home Security Survey. There is no cost for this service, nor for the Business Security Survey, which is conducted the same way. We will arrange a time that is mutually convenient for you and the inspecting officer. Call the Crime Prevention Unit at 757-664-6901 to make arrangements.

5. Our organization would like to have McGruff, the Crime Dog as a special guest for children at an upcoming event. Will an officer be available on this date?: McGruff the Crime Dog can appear at community events as long as requirements in the Borrower’s Responsibilities Form are met. Officers, however, do not perform the role of McGruff. A member of your organization can wear the McGruff costume for your event, as long as it takes place within the City of Norfolk. The wearer of the costume must behave in a friendly, appropriate manner and may not use tobacco, alcohol or illegal drugs while the costume is worn.

Your organization is required to have the trench coat and trousers dry cleaned prior to returning the costume to the Crime Prevention Unit (accompanied by receipt from dry cleaners).

6. Do you have any tips for staying safe during the holidays?: Yes, we have a list of holiday safety tips available on our website, along with a number of Crime Prevention handouts. See the brochures listed under Crime Prevention Unit. Feel free to duplicate and distribute.

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Police Online Reporting

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1. What if my incident does not meet the criteria?: If your incident is an emergency, call 911. If non-emergency call 757-441-5610.

2. What if this happened in another city can I file a report using this online police citizen reporting system?: No, If a crime took place outside of the City of Norfolk please call the police department for that city.

3. What if this happened on a state Freeway?: If this took place on a state Freeway please call the Virginia State Police Office nearest you.

4. What is a known suspect?: A known suspect is when you or someone else knows the person or where to find the person who committed the crime or the license plate number of the vehicle the suspect(s) were in.

5. What kind of reports can I file online?

Harassing phone calls (without threats of violence)

Larceny (total property value can not excess $500.00)

Larceny from a building or a secured building where an insider took property and not the result of a burglary. (total property value can not excess $500.00)

Larceny from vending/coin machine(total property value can not excess $500.00), washer/dryer machines in a common area or open business

Larceny from vehicle (total property value can not excess $500.00) (This does not include the amount of damage to vehicle, just property taken from the vehicle)

Larceny of parts from vehicle (total property value can not excess $500.00). If the ignition has been tampered with, that is "Tampering with an auto" and an officer will be dispatched)

Larceny of a bicycle (total property value can not excess $500.00)

Obscene communications (Without threats of violence)

Shoplifting (total property value can not excess $500.00) when there is no one in custody, it did not just occur with suspect description and direction of travel, and no one being pursued by a private citizen

Vandalism total property value can not excess $500.00 and there was no shooting into occupied dwellings)

Stolen license plates

The Norfolk Police do not take lost item or lost property reports including lost cell phones

A lost firearm is the ONLY "lost property" report that will be taken by an officer in person.

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Public Health - In the Community - WIC

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1. What happens if I forget my referral form for a visit?: We value you as a customer, please still come to your appointment and bring the child or infant. We have a Nutritionist Assistant at each site, who will do the blood work and measure height and weight.

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Public Health - Rabies Control

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1. What is rabies?: Rabies is a preventable viral disease of mammals most often transmitted through the bite of a rabid animal. The vast majority of rabies cases reported to the Centers for Disease Control and Prevention (CDC) each year occur in wild animals like raccoons, skunks, bats and foxes. Domestic animals account for less than 10% of the reported rabies cases, with cats, cattle, and dogs most often reported rabid.

2. What animals can get rabies?: Rabies is most often seen among wild mammals such as raccoons, bats, skunks and foxes. Cats, dogs, ferrets, and livestock can also get rabies if they are not vaccinated to protect them. Deer and large rodents, such as woodchucks, have been found rabid in areas affected by raccoon rabies.

Some animals almost never get rabies. These include wild rabbits, squirrels, chipmunks, rats, mice, guinea pigs, gerbils, and hamsters. They can get rabies, but it almost never happens. There are other animals that never ever get rabies. They are birds, snakes, fish, turtles, lizards, and insects.

3. What are the signs of rabies in animals?: The first sign of rabies is usually a change in the animal’s behavior. It may become unusually aggressive or unusually tame. The animal may lose fear of people and natural enemies. It may become excited, irritable and snap at anything in its path. Or, it may appear affectionate and friendly. Staggering, convulsions, spitting, choking, frothing at the mouth, and paralysis are sometimes noted. Many animals have a marked change in voice. The animal usually dies within one week after showing signs of rabies.

4. How do people become exposed to rabies?: People usually get exposed to the rabies virus when an infected animal bites them. Exposure may also occur if saliva enters a scratch, open cut or mucous membrane (eyes, nose, mouth).

5. What should you do if you are exposed to rabies?: Wash the wound thoroughly with soap and water and seek medical attention immediately. Contact your doctor and your local health authority immediately. Call Animal Control to take the animal without damaging its head or risking further exposure. If an apparently healthy domestic dog, cat, ferret or other domestic animal bites a person, it must be captured, confined, and observed daily for ten days following the bite. If it remains healthy during this period, the animal did not transmit rabies at the time of the bite. All wild animals must be tested for rabies if human exposures have occurred. Report all animal bites to the local health department. If a rabies-suspect biting animal cannot be observed or tested, or it tests positive for rabies, treatment should begin immediately.

6. What if my pet is exposed to a rabid animal?: If your pet has been in a fight with another animal, wear gloves to handle it. Isolate it from other animals and people for several hours. Call your veterinarian. Your vaccinated pet will need a booster immunization with rabies vaccine within five days of the exposure. Unvaccinated animals exposed to a known or suspected rabid animal must be confined for six months or humanely destroyed.

7. What can people do to protect themselves against rabies?: Don’t feed, touch or adopt wild animals, stray dogs or cats. Be sure your dogs, cats and ferrets are up-to-date on their rabies vaccinations. Vaccinated pets serve as a buffer between rabid wildlife and man. Protect them, and you may reduce your risk of exposure to rabies. Vaccines for dogs, cats and ferrets after three months of age are effective for a one year period. Revaccinations in dogs and cats are effective for up to three years. Pets too young to be vaccinated should be kept indoors. Some new vaccines have now been licensed, and therefore, can be used for younger animals. Keep family pets indoors at night. Don’t leave them outside unattended or let them roam free. Don’t attract wild animals to your home or yard. Keep your property free of stored bird seed or other foods which may attract wild animals. Feed pets indoors. Tightly cap or put away garbage cans. Board up any openings to your attic, basement, porch or garage. Cap your chimney with screens.

Bats can be particularly difficult to keep out of buildings because they can get through cracks as small as a pencil. Methods to keep bats out (bat-proofing) of homes and summer camps should be done during the fall and winter. If bats are already inside (e. g., in an attic or other areas), consult with your county health authority about humane ways to remove them. Encourage children to immediately tell an adult if they are bitten by any animal. Tell children not to touch any animal they do not know.

If a wild animal is on your property, don't let it wander away. You may contact a animal control officer to remove animal. Do not touch any animal or come in contact with any animal that appears to be sick. Observe the animal from a distance so you can alert animal control to its whereabouts for capture. Report all animal bites or contact with wild animals to your county health authority. Depending on the species, it can be observed or tested for rabies in order to avoid the need for rabies treatment. This includes bats with skin contact or found in a room with a sleeping person, unattended child, or someone with mental impairment. Bats have small, sharp teeth and in certain circumstances people can be bitten and not know it.

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Public Health - Vital Records

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1. What is your mailing address?: Norfolk Department of Public Health
Vital Records Office
830 Southampton Avenue
Norfolk, Virginia 23510

2. How can I get a birth certificate?: All birth certificates are issued from the Richmond Bureau of Vital Statistics. Please call 804-662-6200 for more information.

3. What is the cost of a death certificate?: The Code of Virginia requires a cost of $12.00 per certificate/search. There is no refund if the certificate is not found. If no record is found for a death certificate request, a “No Record” letter will be issued. Make checks or money orders payable to Norfolk Department of Public Health. Do not send cash.

4. What are your hours of operation?: We are open to the public from 8:15 a.m. - 5 p.m. on Monday through Friday. We are closed on major holidays.

5. What records do you have?: Deaths: Last 5 years from the current year. All other death records please mail request to:
P.O. Box 1000
Richmond, VA 23218.

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Public Works

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1. Request a list of vehicles for an auction?: Vehicle Auction List Link

2. Report a pothole for repair?: Fill out
an online form and track your request

3. Find answers on waste and recycling collection?: Find out how to dispose of your items here.

4. Request bulk waste collection?: Fill out an
online form and track your request

5. Report a street light outage/repair?: Fill out an
online form and track your request

6. Apply for a roadway construction/closure permit?: View our
permit applications and forms page

7. Request something else?: Fill out an
online request

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Public Works - Right of Way

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1. What is the purpose of the Right-of-Way (ROW) division?: The Right of Way Division coordinates, permits, and inspects roadway construction projects and serves as the liaison to utility companies.

2. How does ROW operate?: ROW issues permits for all construction work in city right-of-way. Contractors must submit permit applications, construction plans, and maintenance of traffic (MOT) plans 7 to 14 days in advance of work. The application and plans and reviewed and a permit is issued upon approval. The division also seeks to avoid wasteful duplication of effort by coordinating utility work and land other projects well as the associated street, sidewalk, and lane closures in advance of pre-determined milestones and deadlines.

3. What does ROW inspect?

Street excavations
Work sites / work zones in the roadway
Roadway, sidewalk, curb, and gutter restoration
Traffic control in accordance with the Virginia Work Area Protection Manual

4. How does ROW handle emergency street conditions?: In order to minimize traffic disruption, the City of Norfolk requires notification during and after emergency repairs are made. Contractors are to call 911 and the permits office at 775-664-7306.

5. How can you contact ROW?: The public can contact ROW by phone at 757-664-7306, via email, or by mail at:
810 Union St.
Room 201
Norfolk, VA 23510

6. What other areas does ROW address?

ROW has enforcement authority over the following areas:

Franchise utility agreements
Utility relocations
Encroachments
Driveways
Street re-paving
Graffiti in the ROW
ADA accessibility
Pedestrian ramps
Pedestrian safety
Illegal signs

For more information call the City of Norfolk, Right of Way Permits Office at 757-664-7306.

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Public Works - Right Of Way Bond

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1. Why do I need to provide a bond?: A bond is required so that the right of way and other project items can be completed in accordance with city standards the event that you do not meet your obligations.

2. How much does my bond need to be?: We accept bonds for 100% of the cost of all right of way work installation and restoration including all storm water work (on public and private property).

3. Why do I need to bond on site storm water?: On site storm water bond is needed because it ties into the City's storm water system and we need to make sure it is installed and installed properly.

4. Is there a standard form that the bond needs to be on?: Yes, please use the bond form (PDF).

5. In what format do you want the engineer’s estimate?: Excel is preferred, but it can be sent in any format.

6. Who reviews the estimate and accepts for the City?: Please send the estimate to Cregg Fortin via email,

7. Will you take a letter of credit instead of a bond?: Yes, a letter of credit is acceptable.

8. Will you take a check instead of a bond?: Yes, a check is acceptable.

9. What happens to the bond when the project is over?: The bond is reduced to 10% to 15% as a one year warranty. You must request the release.

10. How do I request a bond, check, or letter of credit release?: Please send an email with your permit number and/or project address, bond number, at least 2 weeks before needed requesting release to the Right of Way Management Division at Public Works email.

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Public Works - Road Work

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1. Why are they always doing roadway work during the day and not at night?: There are several reasons. Traffic volumes during the day, especially between 9 a.m. and 3:30 p.m. make it ideal for construction work. It is safer to work during the day. Asphalt and concrete suppliers usually do not make deliveries to construction work sites at night. Work is discouraged at night particularly in residential neighborhoods for quality of life reasons. When a travel lane must be closed 24-hours a day, crews are encouraged to work until sundown, but no later than 10 p.m. The contractor or responsible party must notify civic leagues prior to start of work.

2. When will my street be resurfaced?: The city has a pavement management system which provides an assessment of each street. Resurfacing is also based on other work in the area and when possible, resurfacing is schedule to take place at the end of a project. This can sometimes lead to a street being resurfaced a few months later than originally planned, but it saves money.

3. Is there a way to find out where roadway work will be taking place?: The Right of Way division is currently working to add information for every street in the city to the website. Please check the weekly traffic advisory
for up to date information. If the location you are looking for is not listed, please contact the City of Norfolk Right of Way Division at 757-664-7306 or anonymously at the Norfolk Call Center, 757-664-4510.

4. Why do you require trucks to beep when they back up?: This is a safety measure which is required by the federal government. It is used to alert workers and pedestrians (some of which may be visually impaired).

5. How do I report a hazardous construction work site on a street, sidewalk or roadway?: Call the City of Norfolk Right of Way Division at 757-664-7306 or anonymously at the Norfolk Call Center, 757-664-4510.

6. Why are there detour and no stopping signs on my street when construction is not taking place anymore?: Contractors are required to remove their signs at the end of each day unless they have a 24 hour closure. They are also required to remove signs as soon as their work has been completed. To report a specific location, call the City of Norfolk Right of Way Division at 757-664-7306 or anonymously at the Norfolk Call Center, 757-664-4510.

7. Why are dumpsters allowed on the street?: Dumpsters are allowed on the street only when there is no way to place one on private property. A permit is required. If you think a dumpster has been placed without a permit, call the City of Norfolk Right of Way Division at 757-664-7306 or anonymously at the Norfolk Call Center, 757-664-4510. A ROW inspector will respond immediately.

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Public Works - Storm Water

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1. What is stormwater?: Stormwater is a term used to describe water from precipitation events. Stormwater that does not soak into the ground becomes surface runoff which flows into the waterways either directly or through stormwater pipes and outlets. Stormwater runoff usually contains pollutants and ends up untreated in our local waterways.

2. Why is stormwater runoff important?

Stormwater runoff is one of the leading causes of water pollution in the United States. Stormwater will pick up dirt, trash, oil, grease, pet waste, chemicals, and any other pollutant as it flows over roads and lawns.

Stormwater runoff does NOT go to a wastewater treatment plant before entering our recreational or drinking waters. It is transported by drains, streets, and gutters directly into our rivers, ocean, and the Chesapeake Bay.

3. Why do I have to pay a Storm Water fee?: The City must comply with state and federal water quality regulations. The Storm Water fee provides a dedicated funding source for these services which include installation and maintenance of storm drains and infrastructure, inlets and ditches, and pumping stations. It also covers state programs such as erosion and sediment control that are meant to protect the Chesapeake Bay.

4. How does the City handle stormwater runoff?

The Division of Environmental Storm Water uses multiple programs to fulfill its comprehensive mission of improving water quality and minimizing flooding, while complying with our federal and state permits.

Best Management Practices (BMP) Inspection & Maintenance
Capital Improvement Planning, Design & Construction
Ditch Maintenance
Environmental Investigation and Enforcement
Geographic Information Systems (GIS) mapping
Structure & Pipe Repair and Cleaning
Pump Station Maintenance
Site Plan Review and Construction Inspections
Street Sweeping
City Vacant Lot and Dead-end Cleaning
Public Education and Outreach

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Public Works – Street Sweeping

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1. What is the current street sweeping schedule?: Street Sweeping is currently on a three (3) month schedule. Please see the posted schedule for your current month/day.

2. Are homeowners responsible for keeping their curbline clean between sweeping days?: Yes. Per City code, homeowners are responsible for maintaining the curb in front of their house to ensure that rainwater runs, unimpeded to the stormwater curb inlets, thereby reducing localized flooding.

3. Why are only streets with curb & gutter swept?: Curb and gutter are an important component of how the street sweepers operate. If the curb was not present there would be a loss of efficiency as well as destruction of the grass or landscaping along the line being swept.

4. Why was my street not swept on my schedule day?

There are several reasons why a regularly scheduled street may not have gotten swept:

Rain or hazardous weather
Freezing temperatures
Construction and road closures
Vehicles parked beside the curb
Low hanging limbs
Large piles of leaves and debris in the street
Mechanical failure of the street sweepers
Holiday

If possible, make-up days are usually scheduled on the following two Mondays; otherwise, streets will be swept during the next regularly scheduled time.

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Ready by Five

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1. Why is school readiness important?: When a child thrives in their earliest years, they are ready and poised for success forever! Learning begins at birth, and in the first five years of life, the human brain develops at a faster pace than any other time. That growth depends on nurturing caregivers and is the foundation for all the learning and development that follows.

2. What happens when children aren’t ready to start school?: Often, when children are not prepared, they begin school with a deficit in abilities - cognitive, social/ emotional, and physical - leading to a wide range of problems that are significantly more difficult and exponentially more expensive to address later. The experiences and interactions that take place between birth and school will greatly determine their success.

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Real Estate Assessor

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1. What do I do if I think my assessment is incorrect?: If you have just received your annual assessment notice and you disagree with the value, you may schedule an informal appeal with this office by calling 757-823-1343. Requests for informal appeals with staff appraisers or the assessor will be accepted through end of business on May 8th.

Questions, complaints and requests regarding property characteristics may be submitted to the Office of the Real Estate Assessor at any time; however, in order to appeal any unresolved assessment matters to the Board of Review, formal appeal applications must be received no later than the last day of May. The Office of the Real Estate Assessor is available to address taxpayer concerns throughout the year. However, in the event that the appeal deadline for the Board of Review is missed, the hearing will be scheduled for the following year. Deadlines for both informal and formal appeals may be extended on a case by case basis as determined by owners’ extenuating circumstances.

2. What is an annual reassessment?: A reassessment is a systematic review of all properties within the City of Norfolk to determine a current market value as of a specific period in time. Annual assessments keep pace with changes in the market. During a reassessment, all property values are examined and adjustments are made where necessary.

3. Why do an annual reassessment?: The Code of Virginia requires that all real property be assessed for taxation at one hundred percent (100%) of market value. By local ordinance, reassessments must be conducted annually.
By conducting an annual review of the current market value for all properties, the City is able to achieve a fair and equitable distribution of the tax burden, since property owners pay their share of the tax burden in relation to the values of all properties.

4. Why are real estate taxes necessary?: Properties are appraised and taxed in order to provide revenue for local services such as schools, fire and police protection, public parks and other public benefits. Property owners thereby absorb their fair share of the cost of these benefits in proportion to the amount of money their individual properties are worth.

5. What is fair market value?: Fair market value is the amount of money a buyer would be willing to pay a seller for a property offered for sale in an open market, over a reasonable period of time, where both the buyer and seller are well informed and neither is under pressure to buy or sell.

6. What causes property values to change?: A property’s value can change for many reasons. The most obvious is that the property itself changes. For example, a bedroom, garage or swimming pool is added or part of the property is destroyed by flood or fire. The most frequent cause of a change in value is a change in the real estate market. When market value changes, so does the assessed value. Value is created by transactions in the marketplace. It is important to remember that the assessor does not create value. The assessor simply has the legal responsibility to study those transactions and appraise property accordingly.

7. What is the effective date of my assessment?: Annual reassessments are effective July 1st of each year and the values are based on sales which occurred during the calendar year immediately prior. Changes to assessed values because of new construction, new improvements, alterations, additions, etc. are effective the first day of the next quarter after completion.

8. When are buildings under construction assessed?: All new improvements, new construction, renovations, alterations, etc. are subject to being assessed on a quarterly basis when substantially complete. On July 1st, a partial assessment will be placed on any construction not yet complete. The partial assessment will reflect a percentage of the anticipated total value upon completion.

9. How is property appraised?: To find the value of any piece of property, the assessor must first know what similar properties are selling for, what it would cost to replace the property, what rent it may earn and what are the attributable expenses. Using these facts, the assessor can then go about determining the property value in one of three different ways. Please read more about this topic on the How Property is Appraised page.

10. Do all assessments change at the same rate?: There are differences between individual properties as well as between neighborhoods. In one area, the sales may indicate a substantial increase in value in a given year. In another neighborhood, there may be no change in value, or even a decrease. Different types of properties within the same neighborhood may also show different value changes. For example, one story houses may be more in demand than two story houses, or vice versa. Older homes in the same area may be rising in value more slowly than newer homes.

There are numerous factors to be considered by the appraiser for each property type. It is the appraiser’s job to determine if and how a property’s characteristics are affecting the neighborhood’s market value. Some of the factors which can affect value are location, condition, size, quality, number of baths and garages, among others.

11. How do trends in real estate affect local assessments?: General trends in property values are often discussed and written about. As part of the assessment process, the Office of the Real Estate Assessor reviews data about real estate trends in the region and in the city. However, we rely primarily on data from the sales of properties similar to the group of properties that we are valuing. As part of these analyses, all properties are placed into neighborhoods that each have specific geographic and economic influences. It is the sales within each neighborhood that most affect the final values of properties.

12. What is the role of computers in the assessment process?: Just as in many other fields, computers are useful in the assessment process. Assessors are trained to look for relationships between property characteristics and market value. By coding these characteristics and studying sale prices, assessors can estimate value by developing formulas and computer models. Computers are much faster and are capable of advanced analysis in this area.

But despite these capabilities, common sense and assessor judgment are always required to verify assessments. Staff appraiser most familiar with the neighborhoods and properties conduct a final review of all computer generated assessments.

13. What will happen to my assessment if I improve my property?

Generally speaking, improvements increasing the market value of a property will also increase the assessed value. The following are typical items that will increase the assessed value of your property:

Added rooms or garages
Substantial modernization of kitchens or baths
Central air conditioning
Fireplaces
Extensive renovations or remodeling

14. Will my assessment increase if I repair my property?

Proper and regular maintenance will help retain the market value of your property. Generally, your assessment will not be increased for individual minor repairs such as the following; however, a combination of several of these items could result in an increased assessment:

Repairing or replacing the roof
Repairing porches and steps
Repairing original siding
Patching or repairing interior walls and/or ceilings
Exterior painting
Replacing electrical fixtures
Replacing the furnace
Exterior awnings and shutters
Weather stripping, screens, storm windows, doors
Exterior landscaping including lawns, shrubbery, trees, flowers

15. Can the assessment on my property be changed even if the assessor has not been inside my property?: To make a proper assessment on a property, it is desirable for the assessor to view both the interior and exterior of the building(s). The assessor keeps records regarding the physical characteristics of each property in the City of Norfolk. Even though a staff appraiser may have been unable to inspect each property, all assessments are still reviewed each year, based on the existing records and the sales of similar properties in the neighborhood.

16. What is a field review?: To provide the most accurate current market value, all properties should be visited every four to six years. Qualified appraisers from the Office of the Real Estate Assessor review the exterior of all structures to verify the data currently on file.

Currently, in the City of Norfolk, residential field reviews are conducted from the public right of way (sidewalk or street). Interior inspections are conducted if requested by the property owner or if warranted due to a building permit.

17. Can I make an appointment for a field review?: If you would like for an appraiser to visit your property and conduct a full review, please call the Office of the Real Estate Assessor at 757-823-1343. An appointment will be scheduled at your convenience.

18. How can I be sure the information used to determine the value of my property is correct?: General information regarding each property is posted on the website. If you would like additional information regarding your property, you may call the Office of the Real Estate Assessor at 757-664-4732 and request a copy of your Property Record Card. If you find incomplete or incorrect information, please contact this office.

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Real Estate Tax

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1. How are real estate taxes assessed?: Real estate taxes are assessed by the City Assessor's Office. If you have any questions regarding your assessment you may contact the office of the Real Estate Assessor at 757-664-4732.

2. What is the current real estate tax rate?

Real Estate Tax rates are set by City Council and approved annually. Effective July 1, 2022 the tax rate is as follows:

The real estate tax rate is $1.25 per $100.00 of the assessed value.
The business district tax rate is $1.41 per $100.00 of the assessed value.

3. When are real estate taxes due?

Real estate taxes are payable in four installments on the following dates:

First quarter (July 1st through September 30th) - Due September 30th
Second quarter (October 1st through December 31st) - Due December 5th
Third quarter (January 1st through March 31st) - Due March 31st
Fourth quarter (April 1st through June 30th) - Due June 5th

4. What should I do if my taxes are paid through my mortgage company but I receive the tax bill?: Notify the Treasurer’s Office via fax, email or regular mail, with a written request for future billings to your mortgage company. Please reference your account number, property address, and the name, address and telephone number of the mortgage company. You can also change the billing address by using our e-services portal. If you have any additional questions please call 757-664-7849.

5. How are penalty and interest calculated on delinquent real estate tax?: Penalty is calculated at 10% or $10.00 whichever is greater, and interest is calculated at the rate of 8% per year.

6. Who do I contact regarding a change of address and/or tax billing status?: If you have a change of address and/or a change in your tax billing status, please provide written notification to the Treasurer’s Office so that your records can be updated. You can also update billing information by using the e-services portal.

7. When are real estate tax bills mailed by the Treasurer's Office?: It is the policy of the Norfolk Treasurer's Office to mail tax bills 30 days prior to the due date. If you do not receive a bill, contact the Treasurer's Office and a duplicate bill will be mailed to you. Virginia law is clear that it is the responsibility of the taxpayer to know the due date of the tax bill and to pay it on time. Failure to receive a tax bill does not relieve the taxpayer of penalty and interest on a delinquent account.

8. Is there a Tax Relief/Deferral program for the elderly and disabled?: Yes, Norfolk residents 65 years of age or older or permanently and totally disabled may be eligible for Real Estate Tax Relief or Deferral. There are certain eligibility requirements: please contact the Department of Human Services (757-823-1130) or visit their web page for more information. Applications for Tax Relief or Deferral must be filed each year.

9. When do taxes become due on Tax Relief/Deferred accounts?: In accordance with Norfolk City code section 24-209.2, “in the event of a deferral of real estate taxes, the accumulated amount of taxes deferred shall be paid to the city by the vendor upon the sale of the dwelling or from the estate of the decedent within one year after the death of the last owner thereof who qualified for the deferral”.

10. How do I calculate taxes due on Tax Relief/Deferred accounts?: Contact the Treasurer's Real Estate tax department at 757-664-7849

11. Who do I contact regarding the purchase of real estate property that has delinquent taxes?

All questions regarding the sale of real estate for payment of delinquent taxes may be directed to:

F. Sullivan Callahan, Esq.
327 Duke St.
Norfolk, VA 23510
Phone: 757-623-5000
Robert Reed, Esq.
555 Main St. 14th Floor
Norfolk, VA 23510
Phone: 757-625-1214

For information on the next public auction, please visit VA Auction Company. Any upcoming auction dates will be posted on this site along with the parcels up for sale.

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Retirees

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1. Why should you become a member?: Becoming a member of the retiree association is a great way to stay in touch with former work associates. Meetings provide an opportunity for discussion and action on issues/concerns of retired employees.

2. Member eligibility?: Membership in the Association is available to every retired employee from the City of Norfolk.

3. Are there any annual dues?: An optional donation of $5.00 is payable in the month of January. Dues are not prorated.

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RPOS - Celebrate Trees

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1. When is planting season in Norfolk?: The City of Norfolk plants trees on city property from October 15 to March 31, in order to provide time for root establishment in cool weather before spring rains and summer sun. In your yard, however, a tree can be planted at any time, provided you are attentive to its care, particularly watering.

2. How will future Living Legacy Grove sites be determined?

The Bureau of Parks and Urban Forestry has an ongoing process for the evaluation of individual sites for the Living Legacy Grove program. The initial group of sites is currently under review and will be finalized in fall 2010. Basic criteria:

Must be owned by the City of Norfolk (Norfolk Public Schools sites included)
Must be at least a quarter acre in size (roughly a quarter of a football field) or add to an existing forested area
Must meet certain environmental conditions

3. Can I apply my donation to a particular Living Legacy Grove location, or a select the type of tree planted using my donation?: All funds will be pooled and spent annually to either start a new grove or add to an existing one, as determined by the Bureau of Parks and Urban Forestry.

4. Is my donation tax-deductible?: Yes, donations are tax-deductible to the extent permitted by law.

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Services - Norfolk Cares

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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?

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.

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

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

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

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.

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SevenVenues Event Services - Expressive Activity Permit

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1. Where can I host an expressive activity?

If the event is protected by the First Amendment, the City will accommodate the activity in a traditional public forum. A traditional public forum is a place with a long tradition of expressive activities, such as:

Public parks
Public streets
Sidewalks

Traditional public forums do not include:

City buildings
City park structures
City parking lots
Sand beach property

2. What restrictions are applied to Expressive Activity Permits?

The City can impose only content-neutral time, place and manner restrictions.
Equipment setup requests will be reviewed/approved on a case by case basis.
An Expressive Activity Permit (PDF) is required for all expressive activities with 30 or more participants in expected attendance.

3. What does a complete application include?

A complete application (incomplete applications will not be processed) must be submitted by the required application deadline and includes the following:

$10 Application Fee
Completed Expressive Activity Permit Application
Supporting documents, including event layout and/or map, event schedule or timeline, event insurance certificate (if required), etc.

As a guideline when completing event permit paperwork, always overestimate your needs and the quantities. It is much simpler to receive permission and scale down the event. Any changes to the requests in the Event Permit Application will delay the permit process.

Application

Complete the Expressive Activity Permit Application (PDF) to get started with the permitting process.

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State Income Tax

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1. What are the due dates for estimated tax payments?

Estimated tax payments are due on the following dates:

Voucher #1 - May 1
Voucher #2 - June 15
Voucher #3 - September 15
Voucher #4 - January 15

2. Where do I send my payments?: The first individual estimated tax voucher and payment are sent to the Office of the Commissioner of the Revenue to set up your account. The payment is then forwarded to the Treasurer's Office for processing. All remaining vouchers and payments are sent directly to the Treasurer's Office for processing. Please make checks payable to the Norfolk City Treasurer and mail to:
P.O. Box 3215
Norfolk, VA 23514-3215

3. When are Virginia Individual Income Tax returns due?: Virginia Individual Income Tax returns are due on May 1 each year. If you need assistance in filing and processing your return, you may contact the Office of the Commissioner of the Revenue at 757-664-7885.

4. I filed my individual income tax return with the Commissioner of the Revenue and I owe taxes. Can I make partial payments to the City Treasurer?: Yes. Partial payments are accepted until the end of the year provided you have executed an agreement with the City Treasurer's Office. However, please note that entering into an agreement does not relieve penalty and interest assessed by the state.

5. How are penalty and interest calculated?: Penalty accrues on the unpaid balance at the rate of 6% per month beginning May 2 through September 1. Interest accrues on the unpaid balance at the rate of less than 1% per month beginning May 2 until paid in full.

6. What happens if my account is not paid off at the end of the year?: All payments are transmitted to the Department of Taxation to update individual records. Collection procedures are then handled at the state level.

7. I've recently received a letter from the Department of Taxation regarding a past due balance. Can I make payment arrangements with the City Treasurer's Office?: No. The City Treasurer's Office only accepts payments for current year state estimated tax and any balance due from the previous year. If you have received a letter from the Department of Taxation, you must contact them directly.

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Tax Liens

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1. Why didn’t the city notify me that they sent a tax lien to my employer / bank?: When a lien is issued a copy is mailed to the taxpayer. There are no provisions in the Code of Virginia that requires a specific warning to the taxpayer regarding an impending lien.

2. There are two names on the tax bill, why did you come after me? I was just a co-signer.: All names that appear on the registration are equally liable for payment of taxes.

3. I thought the Treasurer’s Office had to take me to court before it could garnish my wages.: This is not a garnishment it is a tax lien. The Code of Virginia section 58.1-3952 gives the Treasurer the authority to take such action without a court hearing.

4. How can I stop my employer from deducting for this lien?: You must pay the lien amount immediately by cash, money order, or certified funds.

5. How much will my employer deduct each pay period?: Because this is a tax lien your employer should deduct the full amount (100%) upon receipt.

6. If the employee the tax lien was issued for no longer works for my company, what do I do?: On company letterhead or on the lien notice, indicate the date of termination and mail or fax (757-441-2103) to the Treasurer’s Office.

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Utilities - Chloramines

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1. Are chloramines safe?: Yes. Chloramines are used by many utilities for disinfection, including many in Hampton Roads. Chloraminated water is safe for bathing, drinking, cooking, and other everyday uses.

2. Will my water smell or taste different?: Most people cannot smell or taste chloramines. However, if you notice any smell or taste at all, the water may have a very slight chlorine odor or taste.

3. Do kidney dialysis patients have to take special precautions?: Yes, just like chlorine, chloramines must be removed from the water prior to treatment. For questions or concerns, please see your physician.

4. Do chloramines affect both salt and freshwater fish?: Yes, just like chlorine, chloramines must be removed from the water. See your local pet supplier for details.

5. Can I let water sit for a few days like I do with chlorinated water before adding to my fish tank or pond?: No. Unlike chlorine, which dissipates when water sits for a few days, chloramines may take weeks to disappear. If you don’t want to use a dechloraminating chemical, the next best solution is to install a granular activated carbon filter and allow sufficient contact time. Please talk with your pet supply representative.

6. How do chloramines affect my pets?: Chloramines do not affect dogs, cats, birds, turtles or other domestic animals. Just like with chlorine, chloramines must be removed from fish tanks and ponds.

7. Will chloramines affect swimming pools?: No. You still need to add chlorine to prevent algae and bacterial growth. See your local pool supply store for details.

8. Will a carbon filter remove chloramines?: Yes. However, it must contain high quality granular activated carbon and you must allow sufficient contact time. See your filter provider for details.

9. Can pregnant women and children drink chlorinated water?: Yes, everyone can drink water that contains chloramines.

10. Are both salt and fresh water fish affected by chloramines?: Just like with chlorine, chloramines will need to be treated. See your pet store for details.

11. What if I am sensitive to chemicals?: Only a very small amount of chloramines will be added. If you are concerned, please check with your physician.

12. If chloramines are harmful to kidney dialysis patients and fish, why are they not harmful to me?: Chloramines are harmful when they go directly into the bloodstream, as in the kidney dialysis process. Fish also take chloramines directly into their bloodstreams. That’s why chloramines must be removed from water for these two groups.

13. How about washing an open wound, such as a cut, with chloraminated water?: You do not need to worry because no water can enter the bloodstream through an open cut.

14. What are disinfection by-products?: Disinfection by-products (DBPs) are chemical compounds that are formed when chlorine mixes with very small quantities of natural organics in water. It’s like what happens when you put a tea bag in water, the natural compounds leach out.

15. Will reverse osmosis remove chloramines?: No. Salts can be caught by the permeable membranes but chloramines pass through easily.

16. Do home water softeners remove chloramines?: Most water softeners are not designed to remove chloramines. Call your water softener store representative for details.

17. Is it okay to water plants, vegetables and fruit trees with chloraminated water?: Yes. The small amount of chloramines should not affect plants of any type

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Utilities - Chlorine Conversion

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1. What are chloramines?: Chloramines are a safe and common disinfectant used to treat drinking water. Chloramines are formed when free chlorine and ammonia are added at the treatment plant. This is a very stable and long-lasting disinfectant.

2. Why the temporary change to chlorine disinfection?: Chlorine is used as a routine preventive maintenance procedure to assure the highest quality of drinking water is delivered to your home.

3. Is chlorine disinfection new?: No. Chlorine has been the primary method to disinfect drinking water for more than 100 years. Regionally, chlorine was the primary drinking water disinfectant prior to October of the year 2000 when conversion to chloramines was achieved.

4. Will I notice any change in my water?: You may notice a slight chlorine smell.

5. Is switching between disinfection methods safe?: Yes. The Environmental Protection Agency (EPA) has determined that both chlorine and chloramines are safe disinfectants for bathing, drinking, cooking, and everyday water uses.

6. Can children and pregnant women drink chlorinated water?: Yes. If you have any other health related questions or concerns, please consult with your family physician.

7. Will it affect my baby’s formula?: No.

8. What about people who are sensitive to chemicals?: The amount of chlorine will be extremely small, between 2.5 and 3 parts per million of water. If you have any questions, please consult with your family physician.

9. Can I wash open wounds with chlorinated water?: Yes.

10. Can I use chlorinated water on plants?: The small amount of chlorine in drinking water should not affect plants.

11. Will chlorine affect my plumbing?: No. Chloramines and chlorine disinfectants are safe for household plumbing.

12. Does bottled water contain chlorine?: Most brands do not contain chlorine but there are some bottled water companies that use chlorine to disinfect their water prior to bottling.

13. Will a carbon filter remove chlorine?: You should check with the manufacturer. Chlorine is normally removed with a carbon filter; however, an old carbon filter may not remove all of the chlorine.

14. Will letting water sit remove chlorine?: Yes. Chlorine will dissipate over time, but after 24 hours it should be refrigerated.

15. Can people on low sodium diets or with diabetes use chlorinated water?: Yes. If you normally drink city water, the chlorine will not affect the salt content of the water.

16. What should kidney dialysis patients do if they have questions?: Follow your doctor’s recommendations. Medical centers that perform dialysis commonly remove the chloramines or chlorine that enters the dialysis machines. You should consult your physician if you have any questions or concerns regarding the use of water for dialysis.

17. Should I take special precautions with my aquarium or pond?: You should use water treatment products that remove chlorine and chloramines for your aquarium or ponds. Most pet stores have been selling de-chlorinating agents for years and generally have recommended using them for fresh and saltwater tanks. See your pet store supplier for more details.

18. Where can I get more information?

For more information, contact the following:

For health-related questions, please consult with your family physician.

For technical, water supply-related questions, call the City of Norfolk Department of Utilities Water Quality Laboratory @ (757) 441-5678 between the hours of 7:30 a.m. and 4:00 p.m.

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Utilities - Cross Connection Program

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1. Why does the City of Norfolk Department of Utilities have a Backflow Prevention and Cross Connection Control Program?: The purpose of this program is to protect the health and welfare of the citizens of Norfolk by ensuring that the City’s drinking water supply is protected from harmful substances. It is also required by the Virginia Department of Health’s (VDH) Waterworks Regulations.

2. What is a cross connection?: Any connection between your potable water supply and a source of contamination. A lawn irrigation system, a fire sprinkler system, or even a submerged garden hose are all examples of cross connections.

3. What is backflow?: When water flows the wrong direction in your piping system.

4. How can backflow be problematic?: A contaminant, such as used water in a pool or bathtub, can flow back into your water supply. This would seriously affect the quality of your water.

5. What is a backflow prevention device?: A device that prevents your water from flowing in the wrong direction.

6. What can you do to help?

Install the proper devices where they are needed, have your devices tested annually, and call our cross connections office for any help you may need.

UTBackflow@Norfolk.gov

757-441-5774 ext. 299

7. Are all residential homes required to have backflow devices?: At this time only those residential homes that have irrigation, sprinkler systems, boilers, geothermal heating systems or medical equipment connected to the City’s water system are required to have backflow assemblies on those systems.

8. I don’t have a irrigation, sprinkler systems, boilers, geothermal heating systems or medical equipment connected to the City’s water system, do I need a device?: All outdoor faucets and hose bibs that have threaded connections where a garden hose can be attached should have backflow prevention protection. This may be in the form of a frost-proof automatic draining outdoor faucet with built in backflow preventer or by the use of a screw on hose bibb vacuum breaker (HBVB) that can be purchased at local hardware or home supply stores.

9. How often do I have to have my backflow assembly tested?: They must be tested at least annually. Backflow assemblies are mechanical assemblies and as such they are subject to fail, which is why the VDH requires that they be tested at least once a year. In addition, newly installed backflow assemblies and backflow assemblies that are repaired or relocated must also be tested.

10. How much will the inspections/maintenance cost?: Though the Department of Public Utilities monitors the installation and maintenance of these assemblies as required by the VDH, we do not have any influence or control over the contractors pricing and it can vary from one testing contractor to another. We understand that group pricing, whether through a neighborhood or homeowners association is an option that may lower your annual testing cost. Combining the test with other irrigation system maintenance may also net a savings for the homeowner.

11. Will there be a list of certified testers available to us?: Yes, a list of certified testers is available here. The Department of Utilities advises you should also check the Virginia Department of Professional and Occupational Regulation website each year to ensure that your chosen tester is still a properly certified and approved tester as certifications are subject to expiration and revocation. The City does not endorse, guarantee, or warrant any work performed by the testing contractors. All interactions between customers and contractors are private transactions between these two entities. This list may not include all of the certified testers working in the area. We provide this list as a convenience to our customers.

12. Will I receive notification when to perform my test?: Yes, we track the backflow assembly information in our database, which will generate a reminder letter to our customers reminding them when their annual test is due. If you do not receive a letter, please contact the Cross Connection Program at UTBackflow@Norfolk.gov or 757-441-5774 ext. 299.

13. What if I don’t receive a letter?: The absence of a reminder letter does not void the requirement of the annual inspection required. There is general information and a copy of a blank test form on the City’s website. If you have not received a letter please contact the Cross Connection Program at UTBackflow@Norfolk.gov or 757-441-5774 ext. 299.

14. What do I do with my test report?: Your chosen tester should send a copy to the Cross Connection Program at UTBackFlow@norfolk.gov or complete the online form within 30 days of the test date. Please retain your copy in your records in case the contractor fails to send it.

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Utilities - PFAS

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1. What is PFAS?: Per and Polyfluoroalkyl substances, known as PFAS, are long-lasting chemicals that are resistant to heat and repel water and oil. They have been used for nearly 70 years in many industrial applications and consumer products like carpeting, water-resistant clothing, upholstery, food packaging, non-stick cookware, and personal care products. In addition, they have been used in fire-retarding foam and various industrial processes. Due to their widespread use and their persistence in the environment, PFAS are now found in water, air, fish, wildlife, and soil around the world. There are thousands of PFAS chemicals and their presence in the environment is an international issue.

2. What is Norfolk Doing About PFAS?: The City of Norfolk Department of Utilities Water Quality Division is keeping customers informed that we are testing for PFAS in the drinking water produced at Moores Bridges and Kristen M. Lentz Water Treatment Plants. Following monitoring required by the Environmental Protection Agency (EPA) under the Unregulated Contaminant Monitoring Rule 5, results will be added to next year’s Consumer Confidence Report and the City’s Water Quality webpage. The EPA uses the Unregulated Contaminant Monitoring Rule (UCMR) to collect data for contaminants that are suspected to be present in drinking water and do not have health-based standards set under the Safe Drinking Water Act (SDWA).

3. Is My Tap Water Safe to Drink?

The City of Norfolk’s tap water continues to meet all federal and state standards for drinking water safety and customers may continue to drink tap water. The EPA interim health advisories do not recommend that consumers stop using tap water, nor do they recommend the use of bottled water. The EPA notes that the U.S. Food and Drug Administration has not established standards for PFAS in bottled water. For more information, visit the EPA’s Meaningful and Achievable Steps You Can Take to Reduce Your Risk page at https://www.epa.gov/pfas/meaningful-and-achievable-steps-you-can-take-reduce-your-risk.

Additional information, including answers to frequently asked questions and links to additional sources, is available at the Virginia Department of Health’ website - https://www.vdh.virginia.gov/drinking-water/pfas/.

4. What are Health Advisory Levels?

Health advisory levels were instituted in the summer of 2022 by the EPA to address common PFAS compounds and replace previous levels set in 2016. These Health Advisory levels include PFOA at 0.004 parts per trillion (ppt), PFOS at 0.02 ppt, GenX at 10 ppt, and PFBS at 2000 ppt. Health-based advisory levels are established by the EPA for chemicals in drinking water that lack maximum contaminant levels.

The EPA has set lifetime health advisory levels for PFOA (a common PFAS compound) of 4 parts per quadrillion (1,000,000,000,000,000), a level undetectable by current technology and significantly lower than the EPA’s 2016 health advisory level of 70 parts per trillion (1,000,000,000,000). To illustrate, 4 parts per quadrillion is the same ratio as 4 drops of water within the water it would take to fill 20,000 Olympic size swimming pools.

The new advisories’ exposure levels replace the previous level released in 2016 and were set near zero to provide Americans, including the most sensitive populations, with a margin of protection from a lifetime of exposure. They also consider other potential sources of exposure to these PFAS beyond drinking water, such as food, air, consumer products, etc. The EPA’s lifetime exposure calculations assumed 20% of the exposure is allocated to drinking water and the remaining 80% is attributed to all other potential exposure sources. The advisory is nonregulatory and is intended to be in place during the time between initial understanding of health effects and publication of the final enforceable National Primary Drinking Water Regulation. The EPA anticipates finalizing a maximum contaminant level for PFOA and PFOS, as well as a Health Index calculation for four other PFAS, by the end of 2023.

5. Where Can I Get More Information?: For more information on PFAS from The City of Norfolk, contact the Water Quality Laboratory at (757)-441-5678.

For more information on PFAS from the EPA, visit www.epa.gov/pfas or visit the EPA’s PFAS Health Advisory page at www.epa.gov/system/files/documents/2022-06/drinking-water-ha-pfas-factsheet-water-system.pdf

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Utilities - Reservoirs

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1. I'm buying a house on the reservoir. What do I need to know?

Living on one of Norfolk's drinking water reservoirs is worthwhile, but also comes with challenges and restrictions. Take some time and review the other Questions in this section.

Be aware that you are not purchasing property up to the waters edge. Norfolk owns property around each of its reservoirs and it can vary. For Lake Whitehurst and Little Creek Reservoir, the City owns 25 feet from the normal water elevation and owns 10 feet from the normal elevation for Lake Smith. Even with erosion, the City still owns this property. For Lake Lawson, Western Branch Reservoir, Lake Prince, and Burnt Mills there are fixed property lines. Check your property plat.

If the property you are purchasing has an existing bulkhead, riprap revetment, pier, fence or any other structure on Norfolk's property, you will need to secure a Shoreline Protection Permit. Even though the previous owner has a permit, it will not transfer to you. These structures come with the sale of the property and you are responsible for their upkeep and maintenance. Please note the Liability Insurance requirements and it is recommended that this be in place when you Close on the property. Not all insurance companies will include a municipality as an Additional Insured on a Homeowner Policy and you don't want to have to make a change after Closing.

If you are interested in adding a pier, shoreline protection or other structure, review the Shoreline Protection Permit application package and contact us with any questions.

We know that you would like to see the water. However, Norfolk does not allow the removal of trees and underbrush of any size without the proper permits. In many cases, we will allow the trimming of lower limbs to create a "view corridor" but not allow tree removal. Call us to discuss your proposed project before undertaking any work.

Boating and fishing are permitted, but there are limits on these activities. Swimming is prohibited! A boat, canoe, or kayak can be placed into the reservoirs with motors no larger than 10-horsepower. All boats used on Norfolk reservoirs are required to have a Norfolk Boat Permit. Types of boats that are not allowed in the reservoirs are stand up paddleboards, sailboats, houseboats, inflatables of any kind, and personal water craft (ex: jet skis), surfboards and similar devices. Don't forget that this reservoir is part of the drinking water system.

If you have more questions, email us at NorfolkReservoirs@norfolk.gov or call us at (757) 441-5678.

2. What lakes are owned by Norfolk and where are they located?

Lake Wright - Norfolk (not open to the public)
Lake Whitehurst - Norfolk
Little Creek Reservoir - Virginia Beach
Lake Smith - Virginia Beach
Lake Lawson - Virginia Beach
Lake Prince - Suffolk and Isle of Wight
Western Branch Reservoir- Suffolk
Lake Burnt Mills - Suffolk and Isle of Wight

3. Does the City own other property around the reservoirs?

Yes. There is a "strip" of land around each reservoir that is owned by the city. It is not an easement. The amount of land owned varies with the reservoir because of when they were built, and how property was acquired. Generally, there is a 25-foot strip around Lake Whitehurst and Little Creek Reservoir, and a 10-foot strip around Lake Smith. Even with erosion, Norfolk still owns the property around the reservoirs.

For Lakes Lawson, Prince, Western Branch, and Burnt Mills, the amount varies. Check your property plat for an indication of what Norfolk owns. A professional survey may be required to determine the exact amount of property owned by the City of Norfolk.

4. Is this property an easement?: No. Norfolk owns the property and should be treated as your backyard neighbor. Don’t do to city property what you wouldn’t do to your next-door neighbor.

5. Can I use the property?: All uses of the city's property requires permission. We are your backyard neighbor and should be treated the same as the next-door neighbor. We do not allow the removal of trees of any size, bushes, shrubs, or any other material without a permit. A formal landscape plan may be required if extensive work is planned. We would prefer that the property be left as a natural buffer to help protect the reservoir water quality. We understand that you may want a view of the water and will work with you. Contact us at (757) 441-5678 if you have any questions or concerns.

6. What about fertilizers and other lawn care products?: Again, all uses of the city's property requires permission. Care needs to be taken when using any chemicals near the reservoirs - even in front of the house. No fertilizers, herbicides or other chemicals should be applied to City property. Anything applied to your yard will eventually get into the reservoir, and may pose a threat to water quality and wildlife. For more information please review the information on Watershed Protection.

7. Can I remove trees and underbrush near the water?

The short answer is "No". Remember, we are your backyard neighbor and a property owner. The property around the reservoir is not an easement, but owned by the city. However, we understand that you want to be able to see the reservoir and we can work with you to create a "view corridor". Selective removal of lower tree limbs and trimming of bushes may be allowed, with the proper permits.

What about trees that are leaning or already on the ground or in the water? We will meet with you to discuss your concerns.

To discuss your concerns and set up a meeting, call 757-441-5678.

8. There are trees in the lake. Are they bad for the water?: No, trees are excellent habitat for the wildlife. While we don't allow limbs and woody debris to be placed on the shoreline for stabilization, trees that have naturally fallen into the lake do not pose a problem. These trees provide habitat for fish, birds, and turtles. Removal of trees of any size is prohibited without the proper permits. If you have a question about a tree in the lake or the safety of a tree on city of Norfolk property around the reservoirs, please call us at 757-441-5678.

9. Can I do anything to protect the shoreline from erosion?

Yes. The best method for protecting the shoreline from erosion is to leave the shoreline in a natural condition. Rooted plants are the best defense. Planting may be required to help reestablish the vegetation and this is the recommended option. However, we understand that some areas need extra protection. We have procedures in place that will allow for the construction of a rip-rap revetment.

A permit is required before any work can take place. All shoreline work will require a landscape plan and permit. Permit applications can be obtained by calling 757-441-5678 or from the internet.

10. Are boats allowed in the lake?

Yes. A boat, canoe, or kayak can be placed into the reservoirs. Motors no larger than 10-horsepower may be used. If a boat with a larger motor is put in the reservoir, the larger motor must be disabled. All boats used on Norfolk reservoirs are required to have a Norfolk Boat Permit. For information on obtaining a permit, see the Boat Permit page.

Types of boats that are not allowed in the reservoirs are stand up paddleboards, sailboats, houseboats, inflatables, and personal water craft (ex: jet skis), surfboards and similar devices.

11. Can I launch a boat from my back yard?: Boats are not to be moved across city property. However, if you have a pier, you can keep a boat there. A permit to build a pier can be obtained by calling 757-441-5678 or from the internet. There are city maintained boat launches that can be used by the public. For location information and maps, visit the Fishing and Boating page.

12. Can I use a motorized boat? If so, what size motor can I use?: Motorized boats are allowed on the reservoirs, but the largest motor you can use is 10-horsepower. Boats with larger motors are allowed on the reservoirs as long as the operational motor is not larger than 10-horsepower. Use of motors over 10-horsepower is expressly prohibited. The use of 4-cycle engines is encouraged. Note: Boats equipped with prohibited motors may be allowed so long as the prohibited motor is disabled (ex: prop removed, not fueled, etc.) and propulsion is provided by a permitted motor.

13. What uses are permitted in the lake?: Boating and fishing are allowed. We do not allow body contact activities, such as swimming and water skiing.

14. Are there special requirements to boat on a City of Norfolk Reservoir?: Yes. All boats must have a valid city boat permit. All boats must also comply with Virginia and U.S. Coast Guard boating regulations.

15. How much does a boat permit cost?

Boat Permits are valid for the calendar year (January 1 through December 31). There is no provision to pro-rate the fee.

Norfolk Residents - $20
Non-Norfolk Residents - $40
Norfolk Employees (ID required) & Seniors (62+) - $10
Daily Permits - $5 per day

16. How long is the boat permit good for?: The annual permit is good for one calendar year. January 1 through December 31. Daily permits are also available.

17. Is the price of the boat permit pro-rated if I buy it later in the year?: No, we do not have a provision to pro-rate the cost. Permits are good January 1 through December 31.

18. Where can I purchase a boat permit?: Boat Permit locations

19. Where can I purchase a daily permit?: You can purchase the daily permits at the same locations as the annual permits.

20. What is the cost of a daily permit? Can I buy it ahead of time?: The daily permit cost is $5.00 per day. Yes, the permit can be purchased in advance and will be dated for the day of use.

21. How long does it take to receive a boat permit?: If you walk into the any of the facilities selling permits, you will be able to leave with your permit. If you send the application in by mail, please allow 10-14 days for processing and mail.

22. What lakes can I operate my boat in with the Norfolk boat permit?: Lake Whitehurst, Lake Smith, Lake Lawson, Little Creek Reservoir, Western Branch Reservoir, Lake Prince, and Lake Burnt Mills. All access to Lake Wright is prohibited, including fishing from shore. Lake Wright at the Premium Outlets is not open to the public.

23. Where can I launch my boat?: You can launch your boat from our public boat ramps. Additional information and the locations can be found at our Fishing and Boating page.

24. Do I need a boat permit if I only have a canoe or kayak?: Yes. All boats in Norfolk’s reservoirs require a permit.

25. If I lose my boat permit, will I need to purchase a new one? If so, will it be the same price as the original?: If you have the receipt, a replacement sticker can be obtained for $1.00. Take the receipt to the original place of purchase and a new sticker will be issued to you.

26. Can I remove my old permit from my old boat if I purchase a new one and use it on the new one?: You can remove the old sticker and place it on the new boat. If the sticker is damaged, a replacement sticker can be obtained for $1.00. Take the damaged sticker with your receipt to the original place of purchase to prove damage and receive the replacement sticker.

27. What is required to get a boat permit?: A picture ID proving residency and/or age. You will also need your boat's state registration information for all motorized boats.

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Utilities - Water

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1. Why does my water appear to be brown and rusty?: Occasionally, water can turn brown and rusty in color when iron particles are disturbed and carried with your water. This problem is temporary and generally not harmful. Please see the complete answer for greater detail.

2. Why does my water have a bad taste or odor?: Occasionally, customers of the Norfolk Water System including citizens in Norfolk, Virginia Beach, and Chesapeake may notice a difference in the taste or smell of their drinking water. Bad tasting or smelling water is most often caused by an excessive growth of algae in the City's reservoirs. These algae give off certain natural substances that cause the water to taste or smell different than you are used to. For more information about this problem, please visit the complete answer page.

3. Why does my water have white particles floating in it?: This problem is often caused by a faulty dip tube. To learn more about this problem, please see the complete answer page.

4. Why does my water look cloudy or milky?: The milky look of water is usually the result of very tiny air bubbles in the water. For more information, please see the complete answer page.

5. Why do I have pink stains on my plumbing fixtures?: Pink residue is generally not a problem with water quality. In fact, pink residue is likely a result of airborne bacteria which produce a pinkish or dark gray film on regularly moist surfaces. Such surfaces include toilet bowls, shower heads, sink drains, and tiles. Find out more about this problem on the complete answer page.

6. I have a well on my property. Can I get the water tested?: If you would like your private well water tested and you live in Norfolk, give us a call at 757-441-5678 and we'll tell you how to collect the sample and the type of container to use. The testing is free to Norfolk citizens. Learn more about our water testing process on the Well Testing page.

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Utilities: Lead Reduction

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1. What is a water service line?: Water service lines are small pipes that carry water from the City of Norfolk’s water mains, located in the streets, into individual homes and buildings.

2. Who owns the water service line on my property?

Service lines can be made of lead, galvanized steel (which might contain lead), plastic, brass, copper, cast iron, or ductile iron.

Homes built before 1988 may have lead pipes that connect the home to the utility’s water main. Homes built after 1988 should not have a lead service line.

3. What type of materials are service lines made of?: Service lines can be made of lead, galvanized steel (which might contain lead), plastic, brass, copper, cast iron, or ductile iron.

4. What other sources of lead are there in my home?

Other sources of lead include plumbing fixtures (faucets, valves, fittings, etc.), indoor copper plumbing pipes with lead solder, and lead paint. Lead paint in homes is typically the greatest contributor to lead exposure for young children.

Lead solder was commonly used to join copper pipes until around 1986 when it was banned. As lead solder is in direct contact with copper pipe, lead could be released into the drinking water. Lead paint was banned for residential use in 1978. Homes built before this time may have lead-based paint and dust contaminated with lead-based paint.

5. How do I find where the water service line is on my property?: A service line will typically enter your home or building through the wall or floor in the basement or crawlspace. The exposed pipe usually connects to a water shut-off valve. Contact us if you need help finding your water service line.

6. How does lead get into the drinking water?

When water leaves the City of Norfolk water treatment plant, it does not contain lead; it is safe to drink and complies with Federal and State standards.

Lead gets into the drinking water due to the corrosion of lead pipes or other parts made from lead, including the service line between the street and your home or building. We use a corrosion control treatment that coats the lining of the water system to reduce lead in the water. This treatment has been used for over three decades and sampling results continue to show that that it is effective. The water mains in the street that distribute water from the treatment plant are mostly made of iron or plastic and do not leach lead into the drinking water.

7. Why is Lead a Public Health Risk?

Prolonged lead exposure can lead to health problems. Pregnant women, young children and elderly adults are most impacted. In pregnant women, lead can be passed to the fetus through the placental membrane leading to premature deliveries and reduced growth. In young children, low levels of lead exposure have been related to damage to the central and peripheral nervous system, learning disabilities, shorter height, impaired hearing, and impaired blood cell formation and function. For adults, high levels of lead exposure can cause damage to the kidneys, brain, and nervous system.

According to the US EPA, there is no safe level of lead that can be consumed or ingested.

8. What is the Revised Lead and Copper Rule?

Since the Environmental Protection Agency (EPA) first published the Lead and Copper Rule in 1991, it has been revised multiple times to better protect children and communities at risk for lead exposure. After several years of review and analysis, the EPA released Lead and Copper Rule Revisions (LCRR) on October 16, 2021. City of Norfolk must comply with the rule by October 16, 2024. Lead and Copper Rule Revisions requirements include:

Develop a materials inventory of all service lines – public and private
Create a lead service line replacement plan based on the results of the inventory
Update/expand the compliance sampling pool based on new criteria
Prepare a sampling plan for schools and licensed daycares
Review and/or develop the corrosion control program

For more information on the Lead and Copper Rule, visit:

9. What is the City of Norfolk doing about lead service lines?

The City of Norfolk is committed to providing safe and clean water to all of our customers. We comply with all laws to maintain high water quality. In 2021 the U.S. Environmental Protection Agency (EPA) revised their Lead and Copper Rule. Under the revisions, water systems are required to perform an inventory of water service line materials to learn if the water system contains any lead or galvanized steel water service lines. Once the inventory is complete, Norfolk will develop a plan for replacement of the lead service lines and work with the impacted property owners.

Our chemists continuously monitor drinking water. The water production team utilizes a corrosion control treatment, which coats the lining of service lines, indoor pipes, fixtures, and solder, to reduce lead seepage into the distribution system. This corrosion control treatment has been in place for over three decades. To date, sampling results indicate that our corrosion control treatment is effective.

10. How do I know if I have a lead or galvanized steel service line that needs to be replaced?: Verify your service line’s materials by following the instructions provided on our Service Line Material Self-Reporting Form.

11. What should I do if I am concerned about lead in my drinking water?: If you are concerned about lead in your drinking water, you are encouraged to have your water and service lines tested. Visit Water Quality Testing for more information.

12. How do I report my water service line material to the City of Norfolk?: Report your service line materials using our online Service Line Material Self-Reporting Form.

13. If my home’s plumbing has a lead service line or lead solder, how can I protect myself?

If you think you have a lead service line or lead solder, a metal alloy made from lead and tin used to join pipes together, you can take steps to decrease your lead exposure, including:

Running tap water for at least five (5) minutes before you use it for drinking or cooking if the water has gone unused for more than six hours. In doing so, you are flushing stagnant water and getting fresh water from the water main pipe.
Using fresh, cold, running water for drinking, cooking, and preparing baby formula.
Removing and cleaning faucet screens and aerators every six months.
Buying plumbing fixtures (faucets, valves, sinks, hose bibs, etc.) that have zero- or low-lead content meeting the current “lead-free” requirements. Read the labels of new plumbing fixtures closely.
Using a National Sanitation Foundation (NSF)-Certified home water treatment device, faucet, or pitcher filter that removes lead. The device must be both NSF 42- and NSF 53- certified to remove lead.
Replacing your lead service line.

14. What should I do if I suspect lead poisoning?: If you are concerned about lead poisoning, visit: the U.S. EPA Safe Drinking Water Hotline. Fill out the online form (U.S. EPA Office of Ground Water and Drinking Water) or call 1-800-424-LEAD (1-800-424-5323).

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Voting in Norfolk

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1. How do I register to vote online in Virginia?: You may register to vote online by visiting the Virginia Department of Elections website. Online Virginia Voter Registration

2. How do I register to vote if I am NOT a Virginia resident?: Please download a National Voter Registration Application Form from the U.S. Election Assistance Commission. National Voter Registration Application Form

3. Where can I register to vote in person?: You may register to vote in person in the Office of Elections, City Hall Building, Room 808, Monday through Friday, 8:30 a.m. to 5 p.m. For additional information call 757-664-4353.

4. How do I cancel my voter registration in Norfolk?: You may cancel your voter registration in Norfolk by completing and submitting a Request to Cancel Voter Registration Form to the Office of Elections.
Request to Cancel Voter Registration Form

5. How will I be notified about my voter registration?: When your application for registration is approved by the General Registrar, a Voter Information Notice will be mailed to you. You will be notified if you do not qualify or if the local registrar requires more information to process your application.

6. How do I confirm my voter registration status?: You can confirm your voter registration status by visiting the Virginia Department of Elections website. Confirm My Voter Registration Status

7. When are voter registration deadlines?: Voter registration applications are not processed during the 22 days before an election. To be eligible to vote in an election, the Voter Registration Application Form must be postmarked no later than 22 days before the election.

8. How do I find my voting precinct?: You may verify your polling place information by visiting the "Where Do I Vote?" page of the Virginia Department of Elections website. Where Do I Vote?

9. How do I Absentee vote in an election?: For absentee voter information, please see the Virginia Department of Elections website.

10. How do I find who represents me in Federal Offices?: Please refer to the Federal Elected Offices page. Federal Elected Offices

11. How do I find out who represents me in the Virginia General Assembly (State Senate and House of Delegates)?: Please refer to the Virginia General Assembly page. Virginia General Assembly

12. How do I find who represents me in the State Offices?: Please refer to the State Elected Offices page. State Elected Offices

13. How do I find members of Norfolk City Council?: Please visit the City Council page for member information City Council Members

14. How do I find the members of the Constitutional Offices?: Please refer to the Constitutional Offices page. Constitutional Offices

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Real Estate Tax

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Retirees

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