Dial 999
Remember making hoax 999 calls will lead to prosecution and will put other lives at risk!
When you dial 999 your call will be answered by an operator who will ask you what service you require and the telephone number you are dialing from. The operator will then connect you to the fire and rescue service control room operator in the area you are in. You will hear the operator give the telephone number you are calling from, prior to the control room operator asking you some questions. It is important to stay on the line and as calm as possible. DO NOT put the phone down or terminate the call.
The Fire and Rescue Service Control Room Operator will ask you some questions:
What is on fire?
Why do you need the Fire Service?
What is the address?
Where are you calling from?
What is the main road?
What town are you in?
Why do we ask these types of questions?
We have to know what the emergency is or what is on fire so we can decide what sort of response we will make i.e. If we have to send any special appliance or just one appliance or more.
We have to know where the emergency is. This information is entered into our database to start the search for the address.
The nearest main road saves us time and narrows down the search.
The Fire and Rescue Service cover complete counties so if we know what town you are in we can complete our search for the address.
We need to know the telephone number you are calling from so we can contact you any for further information should we need it.
If you are not familiar with the area you are in, you will be asked what you can see, any landmarks.
It may seem as if all the questions are taking too long – DO NOT worry the Fire and Rescue Service will already have been mobilized and on the way whilst you are talking to the operator.
How long does it take to mobilize the Fire and Rescue Service?
From receiving the call to mobilizing the fire appliance(s) required takes less than 60 seconds.
Should I tackle the fire myself?
We DO NOT recommend that you tackle the fire yourself unless it is really safe to do so. Our motto is GET OUT, STAY OUT, GET US OUT.
When you leave try to close all doors behind you and DO NOT go back in until told to do so by the Firefighters.
What if I am trapped in the fire?
If you are trapped and cannot leave the property safely, try to stay calm. The Fire and Rescue Control Room Operator will stay on the line with you and give you support and survival guidance until the fire engine arrives.
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