Support for the people of Medway

If you are seeking advice, please visit us at our office or one of our Outreaches for an Initial Check, which will serve as a brief interview to triage the problem you are seeking help on. During that Initial Check, you may be given the information you need straight away, or we may arrange for you to either have a full advice interview or speak to one of our Project Workers on that same day, or a later date. Alternatively, we may recommend for you to call a specialist agency or one of the Citizens Advice specialist helplines.

Whenever someone in our community reaches out, we will always help that person make steps towards a resolution for their problem. For more information on our mission and process, please visit our page "Get Advice". 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.

Ways to get in touch

Please note that we can only advise Medway residents. If you are from outside of Medway, you'll be asked to approach your correct local Citizens Advice instead. We can only provide translators and home visits as part of certain Project Worker interviews.

Please also be aware that due to the withdrawl of funding by Medway Council, we're directing all benefits & housing matters that cannot be supported by one of our specialist projects to Medway Council, as they now provide their own benefits & housing advice service. Call 01634 333 333 for more details.

Visit the office:

The best way to reach us is by visiting our office. Our walk-in service operates from 9:00am-4:00pm on Mondays, Tuesdays & Thursdays. There's no need to make an appointment. Please note that we close for lunch between 12:30pm-1:00pm. We're located at:

  • Third Floor, Kingsley House, 37-39 Balmoral Road, Gillingham, Kent, ME7 4PF


Citizens Advice Medway operates a number of Outreaches in the local community where people can speak with one of our team. The list of Outreaches is below:

  • St Augustine's Church, 192 Rock Avenue, Gillingham, ME7 5PW - Sessions held on the first and third Wednesday of every month from 9am-11am. (Walk-In Service)
  • St Margaret's Church, High Street, Rainham, ME8 8AN - Sessions held on the first and third Tuesday of every month from 9am-11am. (Walk-In Service)
  • The Salvation Army, Church Street, Chatham, ME4 4BT - Sessions held every Wednesday from 10am-12pm. (Walk-In Service)
  • St Peter's Church, Delce Road, Rochester, ME1 2EH - Sessions held on the first and third Tuesday of every month from 10am-11:30am. (Walk-In Service)
  • St Justus Church, The Fairway, Rochester, ME1 2LT - Sessions held on the second Tuesday of every month from 10:30am-12:30pm. (Walk-In Service)
  • Twydall Library, 13-15 Twydall Green, Gillingham, ME8 6JY - Sessions held every Wednesday from 9am-12pm. (Walk-In Service)
  • Luton Primary School, Luton Road, Chatham, ME4 5AW - Sessions held on the first Tuesday of every month from 9am-10am. (For parents of children attending Luton Primary School only)


You can call us on 01634 383 760 between 9:00am and 12:30pm on Mondays, Tuesdays & Thursdays. Local call rates do apply. Please be aware we don't offer advice on this number. 

If you're seeking telephone advice, you can call the national Citizens Advice telephone service for free at 0800 144 8848 between 9:00am and 5:00pm Monday through Friday. If you're calling from a mobile device, 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.

There are also a number of specialist Citizens Advice helplines you can call:

  • You can get advice on issues relating to goods & services by calling the Citizens Advice Consumer Service for free at 0808 223 1133 between 9:00am and 5:00pm Monday through Friday.
  • You can receive help claiming Universal Credit by calling the Citizens Advice Help to Claim Service for free at 0800 144 8444 between 8:00am and 6:00pm Monday through Friday.
  • You can arrange a food parcel by calling the Citizens Advice Help Through Hardship helpline for free at 0808 208 2138 between 9:00am and 5:00pm Monday through Friday.

By email or letter:

You can email us at We will aim to get back to you within 5 to 10 working days.

Our postal address is:

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

You can mail us a letter in the post to the address above, and we will get back to you as soon as possible.

You can email us 24/7 using the form. We always strive to respond to every email within 5 working to 10 days. 

Visiting our premises

Please know that there is no public parking specifically for our building, but there is street parking available. Also, our office is wheelchair accessible and there is a lift for assistance.

Agency Referrals

If you work for another agency or advice organisation and would like to refer a client over to us so that we can help them with a specific issue, please email us at and request a Third-Party Referral Form. 

Once you've completed the referral form, send it back via email to the above email address. Typically, we will consider the referral form as the Initial Check since there is enough detail and contact information on the client for us 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.

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