When you call 999, the operator (the person on the phone) will ask which emergency service is required. Listen to the questions from the 999 operator. If you cannot say ‘police’ or ‘ambulance’, respond by coughing or tapping the handset if you can. If prompted, press 55 on your phone. This lets the 999 call operator know it’s an emergency and that you aren’t safe to speak.
Our operators can then work with you to get you the help you need. Whilst we’re not able to trace your location from your phone, there are further steps we can take to ensure you are safe. In any situation, it’s important that you talk if you are able to so that we can get help to you in the quickest way possible – 55 should only be used if you absolutely cannot speak.
You can register with the emergencySMS service. Text REGISTER to 999. You will get a text which tells you what to do next. Do this when it is safe so you can text when you are in danger.
If only background noise can be heard and operators cannot decide whether an emergency service is needed, then you will be connected to a police call handler.
If you replace the handset, the landline may remain connected for 45 seconds in case you pick up again.
When 999 calls are made from landlines, information about your location should be automatically available to the call handlers to help provide a response.