Domestic abuse

In danger, need the police, but can’t speak?

How it works

When you call 999

All 999 calls are directed to call centres and are answered by BT operators. They will ask which service you need. If no service is requested but anything suspicious is heard throughout the process, operators will connect you to a police call handler.

If you call 999 from a mobile

It is always best to speak to the operator if you can, even by whispering. You may also be asked to cough or tap the keys on your phone in response to questions.

If making a sound would put you or someone else in danger, and the operator cannot decide whether an emergency service is needed, your call will be transferred to the Silent Solution system. 

The Silent Solution is a police system used to filter out large numbers of accidental or hoax 999 calls. It also exists to help people who are unable to speak, but who genuinely need police assistance.

You will hear an automated 20 second police message that 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. If you don’t press 55, the call will be terminated. Pressing 55 does not allow police to track your location.

What then?

When transferred to your local police force, the police call handler will try to communicate with you by asking simple yes or no questions. If you can't speak, listen carefully to the questions and instructions from the call handler so they can assess your call and arrange help if needed.

If you call 999 from a landline

It’s less likely that 999 calls are made by accident from landlines, so the Silent Solution system is not used. 

If the BT operator can only hear background noise, and cannot decide whether it's an emergency, they will connect you to the police.

With a 999 call from a landline, the call handlers can tell where you’re calling from.