Contact Kent Fire and Rescue Service
Kent Fire and Rescue Service is here for the people of Kent and Medway and we will answer your queries as quickly and efficiently as possible.
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Emergency
Dial 999 and ask for the Fire and Rescue Service.
If you are deaf or hard of hearing, use Relay UK
Telephone us
Our telephone number is: 01622 692 121
Call us from 9am to 5pm Monday to Thursday and from 9am to 4.30pm on Fridays. (Please be aware you can no longer telephone our fire stations direct.)
Our address
Write to us at:
Kent Fire and Rescue Service Headquarters,
The Godlands, Straw Mill Hill
Tovil, Maidstone
Kent. ME15 6XB
General enquiries
For general enquiries, to make a comment, send a compliment or a complaint, please use our Contact us form by selecting the button below.
For any other enquiries including inviting us to visit your school, group or event, or visiting a fire station, please see below where you will also find information about business safety, feedback, surveys, and how we deal with complaints.
Invite or visit us
If you would to invite us to come along to your public event, give a talk, provide an educational visit to your school, or arrange a visit to a fire station for your group, please select from the boxes below to submit your request
Your public event or group
Use this form to invite us to your public event (for example fetes, festivals, country fairs), nursery or school fete, young persons group (for example brownies, scouts) or adult community group.
Your school for an educational visit
If you would like our Education Team to visit your school, please get in touch using this form. You can find more information about educational visits on the Education section of our website .
Visit a fire station
If you would like your class or group to visit a fire station, please use this dedicated form. (Please be aware that visits will be subject to the availability of crew and pumps.)
Home Fire Safety visits and fire safety interventions
Home Fire Safety visit
A Home Fire Safety visit (HFSV) from one of our firefighters or Safe and Well officers can help make your home a safer space. To see if you're eligible and complete our request form, please go to our HFSV section.
Fire Safety Intervention
If you're worried about a young person starting fires, our dedicated team of Intervention Officers work with anyone up to the age of 18. Learn more and request help on our Fire Safety Intervention page
Business safety
To contact KFRS Business Safety with a general enquiry please use the form below.
If you need fire safety advice on organising an event, or on planning matters and building design, or wish to send us documents under the Fire Safety (England) Regulations 2022, please go to our Contact Business Safety page
Feedback, complaints and surveys
Please select from below:
How to provide us with feedback or make a complaint
We value feedback from local people, and especially those who have used our services. For example, you may have recently been involved in an incident we have attended, such as a fire, a road crash or another type of emergency, a visit to your school or an audit by our building safety team.
Comments, complaints and compliments
If you have any feedback – whether it's a comment, compliment or a complaint, we welcome your thoughts and views.
We prefer to receive your feedback in writing to ensure that information is accurate, so please use our Contact form selecting the 'complaint' option, or write to us at Feedback, Kent Fire and Rescue Service, Straw Mill Hill, Tovil, Maidstone ME15 6XB. However, you may still phone us on 01622 692121 if you prefer and someone will record your feedback.
Other types of feedback
Provide feedback about an incident we attended
Provide feedback about a recent home fire safety visit
Provide feedback about services provided by our Building Safety team
What we do with your complaint
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.
Whenever a complaint is received, it will be dealt with as soon as possible and an acknowledgement will be sent to you within three working days. Complaints will normally 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.
Right to appeal
If you are not satisfied with how we have handled your complaint, you have the right to appeal the outcome.
- See our Customer Feedback Policy for more information
- If you’re still not satisfied you can contact the Local Government Ombudsman