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By Phone

Tunbridge Wells Borough Council has many services available for you to use online.

Below you'll find links to the services that are currently most popular with our customers.












Tell us

You can see our advisors in person at our Gateway office at 8 Grosvenor Road, Royal Tunbridge Wells, and at the Weald Information Centre in Cranbrook. They are able to assit with the majority of Council services.

There are also a number of partner organisations present at the Gateway.

Gateway opening hours

Day Opening Hours
Monday - Friday please call 01892 526121 for further details
Saturday - Sunday Closed

For more information on the Gateway, including details of our partner organisations, and how to find us, please see the Gateway pages.


You can contact our Customer Service team by phone 9am - 5pm Monday to Friday.

Over the festive period our offices and phone lines will be closed on:

  • Wednesday 25 December (Christmas day)
  • Thursday 26 December (Boxing day)
  • Friday 27 December
  • Wednesday 1 January (New Year's day)

Additionally, we will close at 3pm on Friday 20 December and 2pm on Tuesday 24 December (Christmas Eve).

Remember, you'll be able to use our online services throughout Christmas and New Year.

When's the best time to phone?

  9am to 10am 10am to 11am 11am to Midday Midday to 1pm 1pm to 2pm 2pm to 3pm 3pm to 4pm 4pm to 5pm
Monday busy busy busy busy busy average average quiet
Tuesday busy busy busy busy average busy average quiet
Wednesday average average average busy average quiet busy average
Thursday average average busy average busy average average busy
Friday quiet average average busy busy average average quiet



For enquiries about your housing benefit or council tax support

Telephone 01892 526121

Bins & Recycling

For all questions relating to bin collections, recycling sites, lost and found dogs and other waste issues

Telephone 01892 554426

Council Tax

For enquiries about your council tax bill, discounts and exemptions.

Telephone 01892 526121


For advice on the housing register, bidding, homelessness and other housing matters.

Telephone 01892 554606


To discuss parking permits, parking fines, and other parking matters.

Telephone 01892 554091


For enquiries about planning permission


Theatre Tickets

For enquiries about upcoming shows as well as ticket booking and collection.

Telephone 01892 530613


For all other Council services, use the link above to view contact details.

Telephone 01892 526121

We will meet your needs as fully as we are able by being:

  • Courteous – giving polite, accurate and prompt responses
  • Confidential – showing sensitivity, a respect for privacy and an awareness of special needs
  • Attentive – listening, consulting and welcoming suggestions
  • Efficient – providing value for money services

If you visit us we will:

  • always be available during office hours to speak with you
  • ensure our reception areas are clean, tidy and safe
  • wear name badges so you know who you are talking to
  • provide comfortable, confidential surroundings for discussions, whenever possible

If you telephone us we will:

  • answer your call promptly and politely
  • deal with your query immediately or ensure you are called back
  • arrange for staff to call you back if they are unavailable when you call
  • ensure that all messages and call backs are completed within 24 hours

If you write to us we will:

  • respond to you within 5 working days
  • give you the name, title and telephone number of the person dealing with your query
  • fully explain any delay and give you timescales for resolving the matter
  • respond to all your points using clear, plain language

If we visit you we will:

  • give you notice of a visit whenever possible
  • always be punctual, efficient and respectful of your home
  • make provision for any special needs that you may have
  • carry identification cards to show you before we come in

If things need putting right we will:

  • welcome your comments and feedback
  • aim to resolve complaints on the spot if possible
  • if we can't we will reply to you within 15 working days
  • keep you informed of timescales if a solution is going to take longer than planned
  • display our complaints procedure at all contact points
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