Calling the fire and rescue service

If a fire occurs, calling the fire and rescue service promptly is essential. In the UK, dial 999 and give a clear location, the nature of the fire, and any immediate risks. Do not assume someone else has called unless this has been confirmed.

What to say when calling 999

The caller should stay calm and give the operator the most relevant facts. Follow local procedures if a named person is responsible. If not, whoever can call safely should do so.

• Give the exact location: the pharmacy name and address, and a nearby landmark if helpful.
• Describe the fire: where it is, how large it appears, and what is burning if known.
• Mention anyone at risk: for example patients, customers, children, wheelchair users, or anyone who still needs assistance.
• Report relevant hazards: include oxygen, electrical equipment, alcohol-based products, cleaning chemicals, aerosols, or nearby stock.

Stay on the line

Remain on the line until the operator says the call can end. They may ask further questions or give instructions. Answer clearly, avoid guessing, and say if you do not know something.

After the call

After calling, go to the designated assembly point and follow local procedures. Do not re-enter the building. Meet the fire and rescue service when they arrive and update them with any important new information.

Calling 999 is more than reporting a fire. The most useful call gives the exact location, key hazards, and any risks to people so the fire and rescue service can respond safely and effectively.