Making a 999 call

Dolly is one of Drago’s best friends. She was walking home from the shops with her Mummy when she noticed Drago's Granny's house on fire. Luckily her Mummy knew how to make a 999 call. 

Hopefully you will never have to telephone the emergency services, but Dolly wants to share this information with you in case you have do to you will know how to make an emergency call too.

  • Make sure you and your family are safe before making the call. If there is a fire in your home only call the emergency services when you're out of the house.
  • You can call using a mobile, neighbour’s phone or a phone box.
  • Stay calm and don’t shout.
  • On dialling 999 the operator will ask you which emergency service you require, they will then connect you to the local Fire Service Control Centre.
  • The Fire Control Operator will ask how can we help.
  • Give your whole address or location, including the town – be as accurate as you can.
  • Tell them what is on fire, eg 'a two-storey house'.
  • Explain if anyone is trapped and what room they’re in – if you don’t know say this don’t guess.
  • The more information you can give the Fire and Rescue Service, the more quickly they can help you.
  • Landmarks might help the fire crews to locate the address and in remote areas directions from main roads are useful.
  • Don’t worry if you forget to tell the emergency operator any of the above as they will prompt you for the information they require.
  • Listen to the questions asked, as this will help the Fire Control Operator to send the most suitable fire engines and appliances to the emergency.
  • Listen to the any advice the emergency services operator may be able to give you.
  • Stay on the line until the emergency services arrive, even if you hear the sirens close by. They may not be coming to you.