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        Gateway appointments

        Customer Appointments

        We have introduced a pre-booked appointments service, afternoons only at Thanet Gateway.

        The following services are by appointment only between 1.30pm and 5pm

        • Council Tax
        • Housing Benefit and Council Tax Support
        • Housing enquiries (not urgent homeless cases)

        What can I book an appointment for?

        Appointments are best suited to complicated enquiries that cannot be dealt with over the telephone or using our website. They are not for dropping in documents or more straightforward questions.  If you need to drop in documents with us in the afternoon we will keep them safe, copy them and return them to you as quickly as possible through the post.



        How can I book an appointment?

        Please contact our customer service team on 01843 577000, we will ask you for some details.  If you need to come into the offices we will book an afternoon appointment for you at a convenient time, or you can call in without an appointment in the mornings. Appointments can be booked up to two weeks in advance.



        How long will my appointment be for?

        It depends on how complicated your enquiry is but we will always try and make sure we book enough time to deal thoroughly with your concern. Normally appointments will be booked to last for 30 minutes.



        What happens if I am late for a pre-booked appointment?

        We’ll only be able to see you if you are no more than 10 minutes late for your appointment. You will only be given the remainder of your allocated time to prevent us running late with the next appointment.



        What if I need to cancel or re-arrange an appointment?

        It’s important that you contact us as soon as possible on 01843 577000. This is so we can move your appointment to the nearest available time or, if you want to cancel it, offer the appointment time to someone else.



        What if I want to see someone at very short notice?

        We’ll have a look and see if there are any available appointments. If there are, we can book you in. If we don’t have any suitable timeslots you can use the morning drop-in service, or we’ll try and arrange another time for you.



        How will I remember my appointment time?

        You’ll be asked to write down the date and time of your appointment when booking.  Please keep this information in a safe place. We’ll also send you a text message on the morning of your appointment to remind you.



        Why we have introduced this service

        We’re trying to avoid anyone waiting for long periods to see our advisors. Most other public services have moved to appointments or a telephone only service to help with customer enquiries and moving to appointments in the afternoons will help us to still provide a face-to-face service for those who need to see an advisor, whilst making sure that we have advisors in the right place at the right time to help you.


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