Norman is the Manager for Housing at Walford Council, he is first seen in Beales. When he, Tamwar Masood and other Council colleagues are having a Christmas lunch. Babe Smith tells him that they have been trying to get through to someone as Cora Cross has nowhere to go and is homeless. He at first says he will not be blackmailed and even sticks to his decision after Babe gets her friends to sit on the floor to stage a sit in but after Tamwar secretly post a picture of Norman talking to Babe and posts it on the council's social media feed with the caption "Housing Officers Feast while Pensioners go Homeless." He changes his mind and gives Cora somewhere to stay.