Medway Citizens Advice

Advice for Medway

Citizens Advice Medway is a registered charity that offers free, independent, confidential and impartial advice to the whole of Medway on a range of issues including Housing, Welfare Benefits, Employment, Debt, Family Law and many others.

Online self help

Contact Us

Our service is only available over the phone due to the current outbreak of COVID-19.

People can call us for a brief interview called an Initial Check. Essentially a "triage" system, you may be given the information you need straight away or we may arrange for you to have a full advice interview or speak to one of our Project Workers on the same day or at a later date. Alternatively you may be asked to call the national Citizens Advice Adviceline.

Our goal is to avoid not moving a person towards a resolution when they contact us. For more information, visit our page "Getting Advice".

We can only provide translators as part of certain Project Worker interviews. Home Visits and Outreaches are suspended until further notice due to COVID-19.


Phone:

You can call us on 01634 383 760 between 9:00am and 5:00pm Monday to Friday. Local call rates apply.

You can call the national Citizens Advice telephone service for free on 0800 144 8848 between 9:00am and 5:00pm Monday to Friday. If you're calling from a mobile, you will be asked to enter a landline number to help direct your call to the nearest Citizens Advice office. This can be any landline number if you don't have one.

We have a number of specialist numbers available:

  • You can arrange a Foodbank delivery by calling the Citizens Advice Foodbank Helpline for free on 0808 208 2138 between 9:00am and 5:00pm Monday to Friday.
  • You can find out what benefits you can claim and get help claiming Universal Credit by calling the Citizens Advice Help to Claim Service for free on 0800 144 8444 between 8:00am and 6:00pm Monday to Friday.
  • You can get advice on issues relating to goods & services by calling the Citizens Advice Consumer Service for free on 0808 223 1133 between 9:00am and 5:00pm Monday to Friday.


Address:

Our service is only available over the phone due to the current outbreak of COVID-19.

You can drop off paperwork relating to an ongoing case by phoning us (see above) and booking a time slot to visit the office. We are only allowing one member of the public at a time into the building to be seen at our door due to the current outbreak of COVID-19.

You will not be allowed into our building unless you agree to provide your name, address and contact number as part of our Test & Trace Policy.

Our office is wheelchair accessible and there is a lift. There is no public parking specifically for the building. Our address is:

Citizens Advice Medway
Third Floor, Kingsley House
37-39 Balmoral Road
Gillingham, Kent
ME7 4PF


Email & Letter:

Our email address is info@medwayadvice.org.uk. We will aim to get back to you within 5 working days. You can send a letter to us in the post and we will get back to you as soon as possible.

Please be aware that our priority is currently our telephone service due to the COVID-19 outbreak.


Agency Referrals:

If you work for another agency or advice organisation and you would like to refer a client to us for help with a specific issue, please email us at admin.team@medwayadvice.org.uk and request a Third Party Referral Form. Once you've completed the referral form and sent it back to the above email address, we will consider the referral form as the Initial Check provided there is enough detail and contact the client to arrange an interview. If there is not enough detail in the referral form, we will contact the client to conduct an Initial Check first.


Webchat:

You can access our Webchat service through the button on the right side of each webpage on this site between 10:00am and 12:00pm Monday to Wednesday.

Please be aware that our priority is currently our telephone service due to the COVID-19 outbreak.


Complaints & Compliments:

Citizens Advice Medway has a complaints handling procedure. Please email us at complaints@medwayadvice.org.uk to request a copy of our complaints leaflet which you can have posted to you or emailed to you.

Citizens Advice Medway also appreciates compliments which can be made via the above email address.

We have a Satisfaction Survey available which you can complete and submit to us if you would like to gives us feedback on our service.

Medway Citizens Advice

Contact us

Telephone: 01634 383760
Fax: 01634 383767
info@medwayadvice.org.uk

3rd Floor Kingsley House
37-39 Balmoral Road
Gillingham
Kent
ME7 4PF