Visit us

You can visit the Customer Service Centre if you need support with:

• Accessing online services at our self-serve area
• Making payments via our kiosk machines
• Picking up or dropping off documents 
• Contacting a council service/officer by phone in the building
• Council Tax, Housing, Benefits, Accessible Transport, and Parking Permits are some of the services accessible in person 

The safest and quickest way to access our services and support is through our website or by calling the numbers listed on our contact us page.

Parking permits

You are no longer able to apply, update or renew your parking permit in person. You can only apply, update, or renew your parking permit through our online service accessed via our parking permit page.

If you are renewing your parking permit because you have received a receipt of a renewal pin reminder, you can renew via our online Parking Permits Renewal form.

If you need to make a change to your purple badge, you can visit the Town Hall and we make the change while you wait. You need to bring your purple badge and the vehicle document for the new car or courtesy car confirming name, address, and vehicle registration mark. You may send someone on your behalf. If you cannot visit the Town Hall, email your details and vehicle to document [email protected]

If you do not have access to a computer, you are welcome to use the self-serve area within the Customer Services Centre where a member of staff will be available to support you.

What to expect when you visit the Customer Service Centre for a pre-booked appointment?

When you arrive at the Town Hall you will be asked to complete a Track and Trace questionnaire, which is essential for the safety of all our visitors and staff. By completing it you are helping us to reduce the spread of Covid-19 and save lives. This is mandatory, and you may be asked to leave if you refuse to fill it in.

Please follow the safety information listed below:

• Do not enter the Customer Service Centre if you are ill or have a fever, cough or difficulty breathing
• Visit alone, unless you need a helper or have young children you need to bring with you
• Use a hand sanitiser before entering and when leaving the building
• Wear a face covering
• Adhere to social distancing throughout your visit

Better access to services

 

If you do not have access to a computer, you are welcome to use the self-serve area within the Customer Services Centre where a member of staff will be available to support you.

Due to the Coronavirus pandemic some of these services may not be available. Please do let us know if you will need help when attending your pre-booked appointment.

• step-free access to the Customer Service Centre via the Holland Street entrance
• British Sign Language (BSL) Video Link - Sign Language interpreter
• translation services
• inductions loops
• toilet facilities (including disabled toilets and baby changing)

Our address and nearest public transport

 

Address

Customer Service Centre
Town Hall
Hornton Street
W8 7NX

Nearest public transport

Underground: High Street Kensington Station (District and Circle lines)

Buses: 328, 28, 49, 27, 9, 10, 52, 70, 452 and C1

Plan of Town Hall and Hornton Street area [PDF] (file size 615Kb)

Normal opening hours

 

Day	Opening hours
Monday	8.30am to 5pm
Tuesday	8.30am to 5pm
Wednesday	8.30am to 5pm
Thursday	8.30am to 5pm
Friday	8.30am to 5pm
Saturday	Closed
Sunday	Closed