Medway Citizens Advice

Advice for Medway

Citizens Advice Medway is a registered charity that offers free, independent 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

Getting Advice

The First Step:

Our main services are our drop in and telephone services. People can drop in or 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.

You can browse our self-help information website at This has particularly helpful sections on a range of enquiry areas, so do take a look at it first to see if it helps with your issue. You can also access help through the Self-Help Information Kiosk in the Reception area of our office.

We can only provide home visits and translators as part of certain Project Worker interviews.

You can access our services via the following options:

  • You can drop in to our office between 9:00am and 4:00pm Mondays to Thursdays or between 9:00am and 1:00pm on Fridays.
  • You can call us on 01634 383760 between 9:30am and 5:00pm Monday to Friday.
  • You can call the national Citizens Advice telephone service on 0300 3309 069 between 10:00am and 4:00pm Monday to Friday (PLEASE NOTE: there is a 30 second automated message you will need to listen to first before you can be connected to someone / placed in the queue).
  • You can email us at We will aim to get back to you within 5 working days.
  • 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.
  • You can send us a letter and we will get back to you as soon as possible. Letters need to go to:
    Citizens Advice Medway
    Third Floor, Kingsley House
    37-39 Balmoral Road
    Gillingham, Kent
    ME7 4PF

Our office is wheel chair accessible and there is a lift in the building. There are public toilets on the ground floor of the building which include a disabled toilet. The closest car park is at Gillingham Train Station. Our telephones are turned off between 12:30pm and 1:00pm for the lunch period, however our drop-in service remains open.

The Next Step:

The next step after your interview could be:

  • leaflets, a self-help information pack or contact details for other organisations that are better able to assist you.
  • an interview on either the same day or at a later date for full advice.
  • an interview on either the same day or at a later date with a Project Worker which could go beyond a one-off interview.

All information and advice we provide is quality checked, thorough and reliable. Many clients can get information from us at the Initial Check and then start to resolve the issue themselves. Other clients will need more help or the issue may be complex.

Only a proportion of our clients qualify for support from our Project Workers as the projects they are attached to can only be operated thanks to the funding of our supporters. The projects we run are:

  • LAA Housing: A project funded by the Legal Aid Agency that provides those who are eligible for Legal Aid with advice if their problem falls within the scope of Legal Aid in the area of Housing Law.
  • Money Advice Service Debt Advice Project (MAS): A project funded by the Money Advice Service that provides Money and Debt Advice to anyone in debt.
  • Pro-Bono Solicitors: A partnership between Citizens Advice Medway and four Solicitor firms which allows us to provide free legal advice on Civil Liberties, Clinical Negligence and Criminal Law.
  • Universal Credit - Help to Claim: A project funded by the DWP to assist people who need to make a claim for Universal Credit.

If you donít qualify for one of the above projects, then we will still offer you as much support as you need from our office, although your issue may need to be dealt with over a number of appointments. Remember Ė our help is free, impartial and confidential. Citizens Advice has been in the advice business for over 70 years so if we canít help, we will know who can.

Medway Citizens Advice

Contact us

Telephone: 01634 383760
Fax: 01634 383767

3rd Floor Kingsley House
37-39 Balmoral Road