What to Do When Things Go Wrong
Most people know to call 999 in an emergency. But knowing when to call 999 versus 111 versus 101, what to do while you wait for help to arrive, and which services exist beyond the obvious ones is knowledge that most people only acquire when they need it. This page is about being prepared without being paranoid.
It covers the emergency services, how to access them, and the non-emergency support systems that bridge the gap between crisis and daily life. The aim is to give you a mental map so that when something happens, you have a sense of where to turn.
999: When and How to Call
Call 999 if there is a threat to life, a crime in progress, or a serious injury. You do not need to be certain it is life-threatening — if you think it might be, call. The operator will triage you.
When you call 999, the first thing the operator asks is which service you need: police, fire, ambulance, coastguard, mountain rescue, or cave rescue. Say the service first, then the location. Location matters more than anything else — emergency services can figure out the rest if they know where you are. If you do not know the address, describe landmarks, use what3words (what3words.com — the emergency services use it), or rely on your phone’s location if you are calling from a smartphone.
Do not hang up. If you call 999 by accident, stay on the line and tell the operator. If you hang up, they will call you back and may dispatch police to check on you.
If you cannot speak — for example, if you are in a situation where making noise would be dangerous — the Silent Solution system exists. After dialling 999, if the operator hears no response, they will ask you to cough or make another sound. If you cannot, you will be transferred to an automated system. Press 55 when prompted. This confirms that you have called intentionally and need help. The police will then trace your call.
111: Non-Emergency Medical Help
NHS 111 is for medical problems that need attention but are not life-threatening. It is available 24/7, online (111.nhs.uk) and by phone. The online service asks questions and gives you a recommendation: self-care, see a pharmacist, contact your GP, visit an urgent treatment centre, or go to A&E. It can also book you a timed slot at A&E in some areas, which means less time in the waiting room.
In Scotland, the number is the same but the service is NHS 24. In Wales, it is NHS 111 Wales. In Northern Ireland, for urgent medical advice when your GP is closed, call your GP surgery — you will be redirected to the out-of-hours service.
Pharmacists can now treat several common conditions without a GP appointment through the Pharmacy First scheme in England: sinusitis, sore throat, earache, infected insect bites, impetigo, shingles, and uncomplicated urinary tract infections in women. Walk into a pharmacy and ask. It is free and usually faster than a GP appointment.
101: Police Non-Emergencies
Call 101 to report a crime that has already happened and there is no immediate danger, to give information about a crime, or for general police enquiries. It costs 15p per call, regardless of how long you are on the line. Many forces now also accept online reports — check your local force’s website.
If you want to report a crime anonymously, contact Crimestoppers on 0800 555 111 or at crimestoppers-uk.org. They never ask for your name and your call cannot be traced. They pass the information to the police but do not share who gave it.
Fire Safety at Home
The fire and rescue service provides free home fire safety visits. A firefighter will come to your home, check for risks, and fit smoke alarms for free if you need them. This service is available to everyone but is particularly targeted at older people, families with young children, and people with mobility issues. Book through your local fire service website.
You should have at least one smoke alarm on each floor of your home. Test them monthly. If you have gas appliances, you should also have a carbon monoxide alarm. Carbon monoxide is odourless and colourless — you cannot detect it without an alarm, and it kills about 30 people in the UK each year.
Plan an escape route. In the event of a fire, you may have as little as two or three minutes to get out. Know which doors and windows you can use. Keep keys in an obvious, consistent place. If you live in a block of flats, know whether the building policy is “stay put” or “evacuate” — your landlord or managing agent should have told you.
Flooding and Severe Weather
Flooding is the most common natural hazard in the UK. Check your flood risk at gov.uk/check-flood-risk — enter your postcode and you will see the risk from rivers, the sea, and surface water. If you live in a flood-risk area, sign up for free flood warnings from the Environment Agency. They send alerts by phone, email, and text message.
The Environment Agency’s Floodline (0345 988 1188) provides live flood information. In Scotland, contact SEPA (sepa.org.uk). In Wales, Natural Resources Wales. In Northern Ireland, the Department for Infrastructure.
If a flood is expected, move valuables upstairs or to a high shelf, put sandbags or flood barriers at doorways, and turn off gas, electricity, and water if it is safe to do so. Do not walk or drive through floodwater — six inches of fast-flowing water can knock an adult off their feet, and a foot of water can float a car.
Power Cuts and Utility Emergencies
Call 105 to report a power cut or get information about one in your area. It is a free service that connects you to your local electricity network operator, not your energy supplier. The operator is responsible for the wires and infrastructure delivering electricity to your door.
If you smell gas or suspect a gas leak, call the National Gas Emergency Service immediately on 0800 111 999. Do not use electrical switches, lighters, or matches. Open doors and windows and get outside if possible.
If you rely on medical equipment that needs electricity — a ventilator, dialysis machine, stair lift, or refrigerated medicines — register for the Priority Services Register with both your energy supplier and your network operator. They will give you advance notice of planned power cuts and prioritise restoring your supply in an unplanned outage.
Bereavement and Practical Steps After a Death
Losing someone is devastating, and the practical steps that follow can feel overwhelming when you are grieving. The government’s Tell Us Once service lets you report a death to multiple government departments in a single contact — HMRC, DWP, Passport Office, DVLA, local council, and others. The registrar will give you a reference number and you can complete the process online or by phone. It saves hours of phone calls.
You need to register a death within five days in England and Wales (eight days in Scotland). The NHS provides a step-by-step guide at nhs.uk/after-a-death. Cruse Bereavement Support (cruse.org.uk) offers free counselling and a helpline (0808 808 1677) for anyone who has been bereaved.
Preparing for Emergencies
The government publishes guidance on preparing for emergencies at gov.uk/prepare. The basics are sensible rather than apocalyptic: keep a list of emergency contacts, know how to turn off your gas and electricity, keep a small stock of bottled water and non-perishable food, have a torch with spare batteries, and keep a first aid kit. None of this is expensive. It just requires a bit of thought ahead of time.
If you or someone in your household has specific medical needs, have a written summary of medications, conditions, and key contact numbers somewhere accessible. In an emergency, you cannot rely on your phone being charged or on having the presence of mind to remember everything.
Official Resources
- NHS Urgent and Emergency Care — When to use 999, A&E, 111, and pharmacies
- NHS 111 Online — Medical advice and triage
- Police.uk — Find your local force and report online
- Crimestoppers — Anonymous crime reporting, 0800 555 111
- Check Flood Risk — GOV.UK postcode look-up
- Flood Warnings — Sign up for Environment Agency alerts
- Power Cut 105 — Report or check power cuts
- Tell Us Once — Report a death to multiple government departments
- Prepare for Emergencies — Government preparedness guidance
- Cruse Bereavement Support — Free bereavement counselling
- what3words — Location tool used by emergency services
Official Contacts
UK: Emergency (Police, Ambulance, Fire) — 999. Non-emergency Police — 101. NHS Non-emergency — 111. Website: https://www.nhs.uk
India: National Emergency Number — 112. Police — 100. Ambulance — 108. Fire — 101. Disaster Management — 1078
Email: For non-urgent police matters, use online reporting. NDMA India: ndma@nic.in