Visit us

Customer Service Centre

Following recent Government guidance, the Customer Service Centre at Kensington Town Hall is only open for pre-booked appointments.

If you have a pre-booked appointment, please wait outside the main entrance on Hornton Street for a member of staff to come and greet you. If you do not have an appointment, you should not attend in person.

If you need to drop off paper work or are returning an application form, you can post it in the letterbox located on Holland Street, entitled ‘out of hour payments and lettings’.

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 permitsYou can only apply, update, or renew your parking permit through our online service accessed via our parking permit page and not attend in person to apply or make changes.

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, email your details and vehicle document to

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 note that due to safety reasons wait times may be longer than expected if you do visit.

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 servicesDue 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


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

DayOpening hours
Monday10am to 3pm
Tuesday10am to 3pm
Wednesday10am to 3pm
Thursday10am to 3pm
Friday10am to 3pm