Silent 999 calls

If you are unable to speak freely but still require immediate police assistance, you can still call 999.

Remember: it is always best to speak / whisper to the operator if you can. You may also be asked to cough or tap the keys on your phone in response to questions.

All 999 calls are directed to call centres and after being answered by BT operators, who ask which service you need. If no service is requested but something suspicious is heard throughout the process, BT operators will put you through to police.

If making a sound would put you or someone else in danger, you will be transferred to our Silent Solution system. If calling from a mobile:

• you will hear an automated message, which lasts for 20 seconds and begins with ‘you are through to the police’. It will ask you to press ‘55’ to be put through to police call management.
• the BT operator will remain on the line and listen.
• if you press 55, they will be notified and transfer the call to the police who will try to establish if there is an emergency and your location.
• if you don’t press 55, the call will be terminated.
• when transferred, the police call handler will try to speak with you by asking simple yes or no questions. If you are not able to speak, listen carefully to the questions and instructions from the call handler so they can assess your call and arrange help if needed.