Help Us Help You – when and how to contact us
Every day, we take thousands of calls from people who need our help. We’re here for you - especially in an emergency.
But more and more people are calling 999 when it’s not an emergency. In fact, only 1 in 5 calls we received to 999 actually need an urgent response.
We’re asking everyone to stop and think before dialling 999. Is it really an emergency? Or is there another way to contact us?
Making the right choice helps us answer calls from people who need us most.
Please remember: only call 999 in a real emergency.
What is an emergency?
We know it’s not always easy to decide if something is an emergency.
To help, we’ve listed a few examples of when it’s right to call 999. But this list doesn’t cover everything - use your judgement and trust your instincts.
If someone is seriously hurt, in danger, or a crime is happening right now, call 999.
If it’s not urgent, there are other ways to contact us that may be quicker and more appropriate.
Call 999 when there is or likely to be:
- Danger to life
- Violence being used or threatened
- Serious injury to a person
- Serious damage to property
Call 999 when:
- A serious crime is happening or about to happen
- Someone has just been caught committing a crime
- A suspect has been detained and could be a danger to others
Call 999 when:
- Someone is seriously hurt or at risk of serious injury
- A road is blocked or there’s a dangerous build-up of traffic
More ways of reporting
We’re making it easier for you to report no--emergency crime and antisocial behaviour.
You can report many issues online. it’s quick, simple, and available 24/7. Using our Digital 101 service helps us respond faster and more efficiently to those who need us most.
If you prefer to speak to someone, you can still call our 24-hour 101 service.
Please remember: if the crime isn’t happening right now and it’s not an emergency, don’t call 999.
Here are some of the things you can do online through our Digital 101 service:
Live Chat
Our Live Chat service lets you report non-emergency crime, antisocial behaviour, or share information with us - all in real time.
You’ll be messaging directly with one of our Digital 101 operators.
Look out for the ‘Live Chat’ icon at the bottom right of the screen when on our website.
Live Chat works on desktop computers, laptops, tablets, and mobile phones - so you can use it wherever you are.
If you are in a dangerous situation and feel you cannot speak freely to an operator, we can still help you.
If calling from a mobile:
When asked which service you would like, press 55 on the keypad. This will automatically get you transferred to us.
You might then be asked to indicate that you’re still on the line by one of our call handlers, either by coughing, tapping your phone, or, where possible, speaking quietly.
This doesn't allow us to track your location, but we will be able to listen in to what is going on around you and work out how to get help to you.
If calling from a landline:
If you are calling from a landline and replace the handset at any point, the landline may remain connected for 45 seconds in case you pick it up again.
Calling 999 from a landline automatically gives the police information about your location.
We support the 999 BSL service that connects you to British Sign Language interpreters remotely through an app or a web-based platform. They will then relay the conversation with one of our call handlers.
The service launched in June 2022 and is available to download as a smartphone app (iOS and Android) and can be accessed as a web-based platform.
The What3Words app is available to download to your phone and in an emergency could help us locate you faster.
It has divided the world into 3-meter squares and given each square a unique combination of three words. If you are unsure of where you are, we can use this unique combination to pinpoint your exact location and get help to you.
Advice and information
Not sure if something is a police matter? Visit Ask the Police - it’s a trusted source for answers to the most common policing questions.
If it’s not something the police deal with, the site will guide you to the right organisation.
You can also find lots of helpful advice on our crime prevention pages.
Remember
Call 999 if someone’s life or property is in immediate danger, or a crime is happening right now.
If there’s no immediate risk, please consider using another way to contact us.
Misusing 999 is a crime. It can delay help for those in real danger, and we will take action against persistent offenders.
Our call handlers are available 24/7, every day of the year. Help us help you - only call 999 when it’s truly an emergency.