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Contact Us

Below is a list of contact addresses for Housing Services

Repairs

For urgent and non-urgent repairs inside normal working hours.

Freephone: 0800 073 0073 or when using a mobile: 01634 333601

Email: housingrepairs@medway.gov.uk

 

Out-of-hours

For emergency repairs such as a burst pipe or unsecure front door outside of office hours.

Phone: 01634 304400

 

Gas

For issues with your boiler or gas fire

Phone: 01634 733488

 

Handyman Service - Mears

To book the Handyman Service

Phone: 0800 0730 300

 

Housing Officer Duty Line

To talk to a housing officer during normal working hours about your rent or any tenancy related matter including ASB.

Phone: 01634 333344

Email: neighbourhoodhousingofficers@medway.gov.uk

 

Norse - Estate Services

To raise cleaning issues, log specific requests in regards to any services which Norse provide and ask questions regarding any service provision.

Phone: 0845 8500 319

Email: norse.helpdesk@ncsgrp.co.uk

 

Welfare Reform Team

For welfare and money advice.

Phone: 01634 333344

Freephone: 0800 4088080

 

Community Development

Phone: 01634 333201

Email: tenant.participation@medway.gov.uk

 

Leaseholders 

If you are a secure tenant and have lived in your council home for at least three years then you have the right to buy your home at  a discount. The amount of discount you are entitled to depends on how long you have been a qualifying tenant. For more details call the Home Ownership Officer

Phone: 01634 333219

Email: leaseholders@medway.gov.uk

 

Housing Benefit / Council Tax

For issues relating to housing benefit or council tax

Phone: 01634 332222

Email: ctax@medway.gov.uk

 

General council enquiries

For general council enquiries

Phone: 01634 333333

Email: info@medway.gov.uk

 

Complaints procedure

There may be times when you feel unhappy with the service you receive and wish to complain. If you make a complaint, we will investigate it thoroughly and promptly and let you know the outcome. Our complaints procedure has two stages:

 

Stage One

The people best placed to resolve any problem or concern you have are usually the people providing the service so, in the first instance, contact them direct with your complaint and they will try and sort things out straight away.

If you have had a positive experience of Medway's housing service please let us know. If, though, you are unhappy with the service you receive or want to make a complaint or suggestion, contact us using one of the methods below:

Email: customer.relations@medway.gov.uk

Phone: 01634 333333

Write to: Customer Relations, Medway Council, Gun Wharf, Dock Road, Chatham, Kent, ME4 4TR.

Alternatively you can make a complaint by going to www.medway.gov.uk and completing the online form.

 

Stage Two

Gives you the opportunity to take your complaint further if you are not happy with our response at stage one.

Our Customer Relations Team will look into your complaint and will acknowledge your complaint within three working days. We will look into what has happened so far and answer you within 10 working days either by phone, email or letter to explain what we have done to put things right. If we cannot get back to you straight away we will let you know the reason for the4 delay and give you a date when we will reply.

To contact us with a stage two complaint you can:

Phone: 01634 332 456

Text relay: 18001 01634 332 456

Email: customer.relations@medway.gov.uk

Write to: Customer Relations, Medway Council, Gun Wharf, Dock Road, Chatham, Kent, ME4 4TR.

At any stage you can contact your local councillor or use another person or organisation to contact us on your behalf (such as your MP or community group)

 

Designated Person

If you are still not satisfied, immediately after the completion of Stage Two, the complaint can be referred to a 'Designated Person' by emailing Designatedpersons@medway.gov.uk or eight weeks after the completion of Stage two, you may progress the complaint to the Housing Ombudsman Service without reference to the Designated Person at;

Write to: Housing Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9GE

Phone: 0300 111 3000 (lines are open Monday to Friday from 9:15 - 17:15)

Fax: 020 7831 1942

Email: info@housing-ombudsman.org.uk