Kent Fire and Rescue Service Headquarters
Straw Mill Hill
By phone 01622 692 121
Text Relay for people who are deaf or hard of hearing
Text relay: 18001 01622 692 121
Please note that our fire stations no longer have direct dial telephone numbers, although there may still be some listings for those numbers in search engines or older telephone directories. These will be incorrect and should not be used.
Feedback and complaints
We value feedback from local people, and especially those who have used our services. If you have any feedback – whether that is a suggestion, a compliment or a complaint, we welcome your thoughts and views.
Please contact us at firstname.lastname@example.org or write to us at Feedback, Kent Fire and Rescue Service, Straw Mill Hill, Tovil, Maidstone, ME15 6XB, ideally including your name and full contact details.
Have your say
If you have recently been involved in an incident we have attended, such as a fire, a road crash or another type of emergency, we would really value your feedback.
When we get it wrong
Although we make every effort to provide the best possible service, we occasionally make mistakes. When things do go wrong, we make every effort to learn from the experience and improve the way we deliver our service.
Wherever a complaint is received, it will be dealt with as soon as possible and a verbal or written acknowledgement will normally be sent to you within three working days. Complaints will be investigated within 20 working days. However, if this is not possible, we will keep you informed of progress after each three-week period. Complaints concerning the behaviour of a member of staff are always dealt with by an officer senior to that person. Wherever possible, we will offer you the opportunity to discuss or clarify any complaint.
We need to receive feedback in writing (not verbally) in order to ensure that information is accurate, so please email the details, along with your name, address and telephone number (in case we need to contact you for further information about the matter) to email@example.com or write to us at Feedback, Kent Fire and Rescue Service, Straw Mill Hill, Tovil, Maidstone ME15 6XB. If however, you experience problems please phone 01622 692121 and someone will assist you.