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.

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Contact Us

Citizens Advice Medway is located in Gillingham, directly opposite Gillingham Train Station. Methods of getting help with a problem as well as making general enquires are listed below.

Kingsley House is wheel chair accessible and there is a lift in the building. There are no public toilets in the building. The closest public toilets are along Gillingham High Street. The closest car park is at Gillingham Train Station. Our switchboard is turned off between 12:30pm and 1:00pm for the lunch period, however our Reception remains open.

An Initial Check is always the first step. Our service requires everyone to go through a brief initial interview called an Initial Check. Essentially a "triage" system, we will do what we can to resolve your issue there and then so you don't need to come back. This allows us to assist many people on a daily basis with a wide range of issues. If you need more in-depth assistance for a matter that can't be resolved during the Initial Check, one of our Advisers or Project Workers will either speak to you on the same day or we will arrange for you to come back for a follow-up interview. Our goal is to avoid not moving a person towards a resolution when they contact us. For more information on the Initial Checks and what follows an Initial Check, visit our page "Getting Advice".

We do not have the capacity to conduct a home visit or provide a translator for Initial Checks.

An Initial Check is available via the following options:


You can drop in to our office between 9:00am and 4:00pm Monday to Friday for an Initial Check.

You can drop in to our office from 9:00am until 5:00pm Monday to Friday for admin related matters.

Our address is:

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


You can call us on 01634 383760 between 9:30am and 4:00pm Monday to Friday for an Initial Check.

Our switchboard is open from 9:30am until 5:00pm Monday to Friday for admin related matters.

We have a fax number for creditors and other organisations. The fax number is 01634 383767. Please be aware that enquiries for help made via the fax line are not recommended. They will be dealt with on the same basis as a letter enquiry - see below.

Email & Letter:

Our email address is 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.

You can email or send a letter to us regarding admin matters as well and we will reply as soon as possible.

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 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.

Online Chat:

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

If our Online Chat service is not being operated, you can still click on the button and you will be provided with our email address so you can still contact us.

Complaints & Compliments:

Citizens Advice Medway has a complaints handling procedure. Please email us at 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 at our Reception or 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.

Citizens Advice Medway

3rd Floor Kingsley House
37-39 Balmoral Road

Telephone: 01634 383760
Fax: 01634 383767

Medway Citizens Advice map

Charity registration number 1115644 | VAT registration number 824 2147 52 | Registered number 5568569 England & Wales.
Citizens Advice Medway is authorised and regulated by the Financial Conduct Authority (FRN: 617661).