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When a situation is an emergency
An emergency usually means someone's life or safety is in danger right now. For example, someone is not breathing, there is a fire, a serious accident, or a crime is happening now. In these moments, call the main emergency number straight away. Do not worry about your English. Call handlers speak to many people every day, and they will help you. If you are not sure whether it is an emergency, it is usually better to call. If you are in danger and cannot speak, stay on the line and listen. The handler may give you instructions.
I need an ambulance, please.
There is a fire at my building.
Someone is hurt and needs help now.
What usually happens on an emergency call
First, someone asks which service you need: police, fire or ambulance. Then you are connected. They will ask where you are, what happened, and if anyone is hurt. Try to stay calm and answer one question at a time. The address is very important, so say it slowly. If you do not know the address, describe what you can see, like a shop, a road sign or a bus stop. Stay on the phone until they tell you to hang up. They may ask you to do something, like check breathing or move away from danger.
The address is... Can I spell it for you?
I don't know the address. I can see a petrol station.
Please speak slowly. English is my second language.
Non-emergency police calls
Sometimes you need the police, but no one is in danger now. For example, your bike was stolen yesterday, someone damaged your car, or you want to report something strange in your street. For these situations, there is a non-emergency police number. Many people also report things online on the police website. On the phone, you may wait a while before someone answers. Have your details ready: your name, address, what happened, and when it happened. Write things down before you call if that helps you feel calmer.
I'd like to report a crime. It's not an emergency.
My bike was stolen from outside my flat yesterday.
Can I have a reference number, please?
Health help that is not an emergency
If you feel unwell but it is not life-threatening, there is usually a health advice line you can call or use online. This is for times when you are worried, your doctor's surgery is closed, or you do not know where to go. A trained person asks questions about your symptoms. Then they tell you what to do next, like rest at home, see a pharmacist, book a doctor, or go to hospital. Answer honestly and give clear details. They are there to help, not to judge you.
I've had a high temperature since this morning.
My child has a bad cough and I'm worried.
Should I go to hospital or wait for my doctor?
Asking for an interpreter and staying calm
You can usually ask for an interpreter on these calls. Say the name of your language clearly in English. Practise saying it before you need it. You may wait a short time while they connect someone. It is fine to ask people to repeat or slow down. It is also fine to say you did not understand. Before any emergency happens, practise saying your full address and postcode out loud. Teach your children how to say it too. Keep important numbers on your phone and on paper at home.
I need an interpreter, please. My language is...
Sorry, can you repeat that more slowly?
I didn't understand. What do I need to do?
Common questions
What if I call the emergency number by mistake?
Do not hang up. Stay on the line and tell them it was a mistake and that you are safe. Hanging up can make them worry and call you back.
What if I am not sure it is an emergency?
If someone may be in danger, it is usually better to call the emergency number. The call handler can tell you if another service is better for your situation.
Can I get help if my English is not strong?
Yes. Call handlers usually stay patient and can often arrange an interpreter. Say your language clearly, speak slowly, and give your address. Simple words are enough.