Calling 999
Information and advice on making an emergency call
When to make a 999 call
If a person's life or property is in danger, it is appropriate to dial 999. Give full details of the situation to the control operator and they will decide whether or not it is a proper emergency and if firefighters should attend.
Calling out the fire service in an emergency is free and you will not be charged for our service. Occasionally, however, if something is not deemed an emergency, firefighters can still attend to help, but there will be a charge made. If it is appropriate for a charge to be made, the caller will always receive prior knowledge of this beforehand and will be asked to make the decision as to whether they still need the help or not. No charge will be made without the caller's knowledge.
How to make a 999 call to the fire service
- Try to remain calm and speak clearly
- Tell the control operator the exact location of the emergency. If you do not know where you are, try to describe any landmarks around you or try to find someone to ask. An exact location will help us get to you quicker.
- If you do not know where you are, try to ring from a phone box if there is one nearby as calls from a phonebox can be traced to give us the exact location. Stay by the phonebox until the fire engine arrives as you can then direct crews to the scene.
- Tell the operator if there is anyone trapped or injured
- Answer their questions as accurately and clearly as possible. If a fire, they will try to determine where in the building the fire is so crews are given as much information while they are on their way and know what to expect when they arrive.
When not to dial 999
Below are a list of situations in which callers have dialled 999 incorrectly. Use this list to guide you about what does not constitute as an emergency. If you are unsure, however, it is always better to dial 999 and seek advice from the operators.
Examples of inappropriate calls
- Residents contacting us to let them in as they have lost their keys
- Requests to cut the chain on a bike lock as the caller has lost the key
- Requests to come and break the barrier on a car park as the person had left their car in the car park beyond the opening times
- On bonfire night a resident phoned to say they had finished with their bonfire and would we come and put it out
- A caller who rang in the early hours to say his electric had run out and the emergency lights over the doors had also gone out. He had no credit on his phone to ring his landlord, and said he needed someone to come out because his girlfriend was pregnant
- A resident who got locked out of his home early in the morning and said he was ringing 999 because it was too early to ring his landlord.
- During a flood, a caller dialled 999 to ask if the clothing store Next was open, because they wanted to go shopping
- A man who had apparently swallowed his teeth - he wanted the fire service to get them out
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Someone who phoned because their shower immersion light was on in their bathroom
