Medway's contact tracing service

We are working in partnership with NHS Test and Trace to provide a local contact tracing service.

How we contact you

If you receive a call from 01634 332 200, this is a call from Medway Local Contact Tracing Service. It is not a scam phone call. NHS Test and Trace may also call you from 03000 135 000. It is important to answer calls from these numbers. 

In most cases we will call the phone number you gave when your coronavirus (COVID-19) test was booked. If the phone call is answered by anyone under 18, we will ask to speak to a parent or guardian.

If you miss our call the first time, we will leave a message and call again later. You cannot call the number back.

You may also be contacted by email covid.contacttracing@medway.gov.uk.

If we cannot reach you within 48 hours of your test result, you may receive a text message from MDWY CL TT. This message will direct you to our email address and website. You cannot text back but you can use the email address if you would like to contact us. 

Why we call

Our friendly and professional local team will call to:

  • help residents through the contact tracing questionnaire
  • confirm isolation dates and provide advice
  • record close contacts for follow up by NHS Test and Trace
  • provide information about how to access support services. 

The information you provide continues to be vital in the fight against COVID-19 to avoid further restrictions and keep residents safe. We ask everyone in Medway to help us by engaging with our staff when called.

18 and older

If you're 18 and older and tested positive for COVID-19, you can complete your contact tracing form online.

You should get a link to this website, and a unique 'account ID' number from NHS Test and Trace by email or text message. 

You have 4 hours to complete the form before NHS Test and Trace or our local contact tracing team contact you directly.

Under 18s

We will always try to speak with a parent or guardian of anyone under 18 who tests positive for COVID-19. 

Under 18s cannot complete their own details online, so it is important for parents or guardians to look out for our call. If your child's phone number or email address was used to book a COVID-19 test, please look out for calls, text messages and emails that may not reach you directly. 

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.

During your self-isolation period, we can support you with accessing:

  • food
  • shopping
  • medicines and prescriptions
  • befriending services.

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 covid.support@medway.gov.uk.

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.