Visit the Customer Centre

Civic Centre, 44 York Street, Twickenham, TW1 3BZ

Appointments

We provide assistance for most services by appointment only.

Face-to-face appointments are arranged only if we cannot resolve your query by phone or email.

Services that require pre-booked appointments include:

Appointments are available Monday to Friday, from 9am to 4.30pm. Same-day appointments are often available.

No appointments are available on bank holidays.

Appointments can be booked by calling 020 8891 1411 or asking at reception.

Self service computers and phones are available in the Civic Centre for accessing all services.

Reception staff can provide limited guidance, but they cannot offer step by step instructions.

You can provide documents by dropping them off or booking a scanning appointment.

You can do this at the Civic Centre reception for most services, including Council Tax and benefits.

You can drop off documents at the Civic Centre reception during working hours.

Put your document in a clearly labelled envelope with your name, address, and the relevant department.

The reception is open Monday to Friday, 9am to 4.30pm.

To drop off documents outside of these hours, please use the post box at the main entrance.

For proof of identity, you may need to provide a birth certificate, driving licence, or passport.

We do not provide receipts for documents, but all documents are logged and tracked when received.

If you need documents scanned, you must book an appointment.

Scanning appointments are available on Tuesdays and Thursdays. Call 020 8891 1411 to book.

Application forms for most services can be collected from the main reception.

Updated: 02 June 2026