Medway's contact tracing service | Local contact tracing | Medway Council

Medway's contact tracing service

We are working in partnership with Public Health England to provide a local contact tracing service as part of the wider national NHS Test and Trace programme.

How it works

If the national NHS Test and Trace team cannot find a Medway resident who has tested positive for coronavirus (COVID-19) within the first 48 hours of receiving a result, they are then passed to our local contact tracing service to follow up.

We will then use local data and community knowledge to:

  • continue to try to contact these individuals
  • guide them through a contact tracing questionnaire
  • identify those who they have been in contact with
  • signpost them to any further support if needed

By doing this, we can deliver a more tailored approach to contact tracing, supporting our residents and helping stop the spread of the virus.

Making contact

A phone service will operate seven days a week:

  • Monday to Friday: 9am to 5pm
  • Saturday and Sunday: 10am to 6pm

All correspondence from this service will come from 01634 332 200 or

Please answer if you receive a call from this number. If we miss you the first time, we will try to phone you back again later.

Under 18s will also be contacted by phone wherever possible. They will be asked for their parent or guardian's permission to continue the call.

Stay safe from scammers

We want to help you avoid fraudulent calls from fake contact tracers.

We will never:

  • ask for bank details or payments
  • ask for details of any other accounts, such as social media
  • ask you to set up a password or PIN number over the phone
  • ask you to call a premium rate number, such as those starting 09 or 087
  • ask you to download software to your PC or ask you to hand over control of your PC, smartphone or tablet to anyone else
  • ask you to access any website that does not belong to the government or the NHS

Read more about staying safe from scammers.

Support for those self-isolating

You may need additional support and help if you have been told to self-isolate.

We can support you with accessing food, shopping, medicines, prescriptions, and befriending services during your self-isolation period.

You may also be eligible for financial support through the NHS Test and Trace Support Payment Scheme.

If you, or someone you know, has been asked to self-isolate and needs support, call us on 01634 333 103 or email

Using your information

All data used for local contact tracing will be held and processed in line with General Data Protection Regulation (GDPR) under the Data Protection Act 2018 and the COVID-19 Notice under Regulation 3(4) of the Health Service Control of Patient Information Regulations 2002.

A data sharing agreement has also been signed between Public Health England and the Director of Public Health for Medway Council. 

Read our Public Health privacy policy.