30 November 2020

Hello,

Our offices remain closed to the public for face to face enquiries. We are sorry for the disruption this causes but the health and safety of our staff and customers are our top priority. While we would like to resume our operations physically, we will only do this once we are certain we have the equipment and systems in place to reduce the risk of spreading Covid-19 to an absolute minimum.

If you are a test-taker, a student or parents please see below for further details and our free online education offers and activities.

This page will be updated on  37 December 2020.

Important information on Covid-19 for our British Council customers and partners.

IELTS test

Computer-delivered and paper-based IELTS test

We have resumed both computer-delivered and paper-based IELTS testing. You may book you test through the link below.

Book your IELTS test

We understand this has been a frustrating period for all those wishing to take IELTS exams and we thank you for your patience and support. Due to the Covid-19 safety precautions, we will be operating smaller testing sessions and we anticipate that demand will be high.

See below status and update on our programmes.

We will keep you updated on the status of our programmes. 

PROGRAMMES IN ARTS, EDUCATION AND SOCIETY

You can, access free online content from our programmes.

To understand more about East Africa Arts #CreativeDNA programme visit https://www.britishcouncil.org/east-africa-arts

To learn more about Connecting Classrooms visit https://www.britishcouncil.co.ke/programmes/education/connecting-classrooms  

Find out more about the latest British Council MOOC courses and the schedule for upcoming courses here https://www.futurelearn.com/partners/british-council 

CONTACT US

We have suspended all Face-to-Face enquiries until further notice. We will continue to ensure customers receive the same level of customer service experience via telephone, emails and our social media.

You can kindly reach us on:

Telephone: +254 (0) 722205335, +254 (0) 758729790, +254 (0) 732 117000 / +254 (0)20 2836000

Email: information@britishcouncil.or.ke

Social Media: Facebook: British Council Kenya and on Twitter: @ke_British.

During this uncertain time, our customers, employees and partners’ health is our priority. 

Please stay up to date on current welfare guidelines, available here: https://www.who.int/emergencies/diseases/novel-coronavirus-2019

Exam FAQ's

Will my scheduled test still hold as planned?

The date for your test will determine whether it will come off as planned or not. We are also unsure of how soon this crisis will be gone.  

I am yet to be contacted; does it mean my test will still hold as scheduled?

If you’re yet to be contacted, kindly send an email to us at information@britishcouncil.or.ke

Owing to Corona-virus pandemic and shutting down of activities, I would like to know if if IELTS exams will still hold in other centers that are not Nairobi

Following the directives of the Kenya government and to protect the health of our test-takers throughout the nation, the restrictions apply to all our centres nationwide. 

I have sent an email for transfer but no response yet

 Due to the large volume of emails we are currently receiving and processing, kindly give us up to 72 hours to respond to you. If you do not receive a response after 72 hours, please put a call through at 

+254 (0) 722205335, or +254 (0) 758729790

Since I made payment over two weeks ago, the status of my test date is still showing "Awaiting Approval". I sent an email and I am yet to get a reply

Due to the large volume of emails we are currently receiving and processing, kindly give us up to 72 hours to respond to you. If you do not receive a response after 72 hours, please put a call through on the telephone line 

+254 (0) 722205335, or +254 (0) 758729790

I am trying to get a refund for a duplicate IELTS payment. Is there a number I can call that is still working?

Kindly send us an email at information@britishcouncil.or.ke or call us on +254 (0) 722205335, +254 (0) 758729790

Does the 25% refund fee apply in this case

The 25% fee does not apply in this case. 

Our top priority leading to cancellations was for your health and safety. Please note that test takers who have their tests cancelled due to COVID-19 pandemic will not be charged administrative fees for either refund of the test fee or transfer to a future test session. 

Will there be a delay in release and dispatch

Results for all tests already taken have been released online for 30 days. However, hard copy results can only be picked up after the crisis.

Will results be dispatched to test-takers who took their tests in locations where the British Council offices are located?

Results will be despatched to other British Council test centres but can only be picked up after we resume operations.

Are there safety precautions being put in place on test day, due to the corona-virus outbreak?

There are currently no tests running due to the lock down.

What's the checkpoint and IGSCE's?

Get the latest update from Cambridge using link provided; latest update from Cambridge International 

What's the update on University exams?

These exams are not being taken at our facility since the offices are closed. If you have already made payment kindly contact the exam board or institution for more information.

How long will this examination suspension be on for?

We hope to resume full activities again as soon as the pandemic is contained.  

The safety of our customers and partners is our priority. 

I filled out the refund form(s), but I did not get a response. When will I get my money back?

We apologies for the delays in processing your refund. Usually, this would take approximately 4-6 weeks but at the moment it is taking longer because of a number of reasons. Please write to us at information@britishcouncil.or.ke and we will provide an update on your refund status.

How can I get my results if your offices are closed?

From 1st October, outstanding IELTS Test Report Forms (TRF) will be despatched to the address you provided while registering for your test. 

Will the rescheduled exams remain at the same date/time?

We will be administering to a backlog of registered test-takers who we have sent an email with new test dates. There are a number of reasons that would require rescheduling not least government directives and venue cancellations.

Will computer-based exams continue as scheduled?

Computer-delivered tests were also affected by the cancellations, but we have already commenced in Nairobi. If you, however, had an earlier scheduled date, please note that we will send you a link to reschedule your test. Computer-delivered tests are more frequent and you will get a date rather quickly.

I registered for an exam through a British Council partner. How can I get a transfer?

All test takers whose tests were impacted by the COVID-19 restrictions are eligible for a test date transfer. Kindly contact the British Council partner to complete the rescheduling process on your behalf.

 

What is the refund process and where can I get the form?

Kindly access the refund form using the following link: https://www.britishcouncil.co.ke/sites/default/files/request_for_refund_or_test_date_transfer_form.pdf. Send to us the completed refund form, copy of your identification document and copy of your original payment receipt to information@britishcouncil.or.ke

 

I can’t take a test until later in the year, what do I do?

Please note your test can only be transferred within 3 months if its more than 3 months you should request for a refund and rebook when you are ready.

I want to take the test in another city, would this be possible?

Candidates can change their test type and city please write to us at information@britishcouncil.or.ke and we will see what arrangements can be made