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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Getting Advice

The First Step:

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.

If you do not want to go through an Initial Check, 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 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.
  • You can call us on 01634 383760 between 9:30am and 4:00pm Monday to Friday.
  • You can email us at We will aim to get back to you within 5 working days.
  • 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.
  • 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 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.

After the Initial Check:

The next step after your Initial Check 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 with an Adviser.
  • 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.

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

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:

  • Individuality - Hate Crime: A project funded by the Kent Police & Crime Commissioner to provide advice and support to victims of Hate Crime across Kent & Medway, as well as raise awareness and encourage people to take action.
  • L&Q PoundAdvice: A project that provides mainly Money and Debt Advice to the tenants of London & Quadrant Housing Association, though can assist with other types of issues as well.
  • 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.
  • Orbit Financial Capability: A project funded by Orbit Housing Association to provide financial capability training to tenants of Orbit Housing Association who are not in debt.
  • Pension Wise: A project funded by the Government that allows us to help people determine what their options are when it comes to drawing their private pension(s).
  • 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.

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.

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).