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Emergency call handler

In an emergency - 999

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 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
  • Tell the operator if there is anyone trapped or injured
  • Answer their questions as accurately and clearly as possible. If there is a building fire, the operators 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.