A Guide to Accessing Emergency Services for Survivors of Abuse

If you’re experiencing abuse, knowing where to turn in an emergency can feel overwhelming. When you’re in crisis, it’s hard to think clearly about what to do or who to call. This guide is here to help you understand what emergency services are available, when to use them, and what to expect when you reach out.

When to Call 999

If you are in immediate danger, if someone is hurting you right now or threatening to hurt you, call 999. This is the emergency number for police, ambulance, and fire services in the UK.

Call 999 if:

• Someone is physically hurting you or threatening you with violence
• You fear for your safety or the safety of your children
• Someone has broken into your home or is trying to
• You need urgent medical attention due to injuries from abuse
• Someone is threatening to kill themselves or others
• You need immediate help to leave a dangerous situation

You don’t need to be certain your situation counts as an emergency. If you feel unsafe, that’s enough. Trust your instinct.

If You Can’t Speak Safely

If you’re in danger but can’t speak safely on the phone, you can still get help. When you call 999, if you can’t talk, the operator will ask you to press 55 when prompted. This silent solution lets the operator know you need help but can’t speak. They will transfer you to the police who will respond without you needing to talk.

You can also use the 999 text service if you’re registered (you need to register in advance by texting ‘register’ to 999). This allows deaf, hard of hearing, or speech-impaired people to contact emergency services by text.

National Domestic Abuse Helpline

The National Domestic Abuse Helpline is available 24 hours a day, 7 days a week, and is free to call from landlines and mobiles.

Call 0808 2000 247 if you:

• Need to talk to someone about abuse you’re experiencing
• Want advice about your situation
• Need information about local services
• Are not in immediate danger but need support
• Want help making a safety plan
• Need someone to listen without judgement

The helpline is run by Refuge and provides confidential, non-judgmental support. They can help you think through your options, connect you to local services, and provide emotional support.

Other Important Helplines

What to Expect When You Call for Help

Calling for help, especially for the first time, can feel terrifying. Here’s what typically happens, so you know what to expect.

When you call 999:

• The operator will ask which service you need (police, ambulance, fire)
• They will ask for your location
• They will ask what is happening
• They will send help to you
• They may stay on the line with you until help arrives
• You don’t need to give perfect answers; just tell them what’s happening

When you call a helpline:

• Someone will answer and ask how they can help
• You can share as much or as little as you feel comfortable with
• They won’t judge you or tell you what to do
• They can listen, provide information, or connect you to services
• The call is confidential
• You can call anonymously if you want to
• You can hang up at any time

What Happens After You Call the Police

If you call the police because of domestic abuse, here’s what usually happens.

The police will come to your location as quickly as possible. They will talk to you about what happened, and they may talk to the person who hurt you separately. They will check if you’re injured and may call an ambulance if needed. While you wait for the police to arrive, you may want to leave the space for safety or keep yourself in a space or room that provides safety (such as a bathroom).

The police can:

• Arrest the person who hurt you
• Issue a Domestic Violence Protection Notice (DVPN) which can ban someone from your home or from contacting you for up to 48 hours (even when the property belongs to the perpetrator)
• Help you apply for longer-term protection orders (such as Non-Molestation Orders)
• Connect you to support services like Independent Domestic Violence Advisors (IDVAs)
• Take a statement from you about what happened
• Gather evidence (photos of injuries, damaged property, etc.)

You don’t have to press charges if you don’t want to. However, in some cases, the police or Crown Prosecution Service may proceed with charges even if you don’t want them to, especially if they believe there’s a risk to you or others.

If You Need Medical Help

If you’ve been injured, even if the injuries seem minor, it’s important to get medical care. You can:

Go to A&E (Accident & Emergency) if:

• You have serious injuries
• You think you might have broken bones
• You’re bleeding heavily
• You’re pregnant and have been hurt
• You’ve been strangled or choked (this can cause internal injuries that aren’t immediately obvious)

Visit your GP if:

• Your injuries are less urgent but you still need medical attention
• You need to document injuries for evidence
• You’re struggling with the emotional impact and need support

Call 111 if:

• You need medical advice but it’s not an emergency
• You’re not sure whether you need to go to A&E

Medical professionals are trained to recognise signs of domestic abuse and can connect you to support services. You can ask for your consultation to be confidential.

Staying Safe While Getting Help

If you’re worried about the person who’s hurting you finding out that you’ve reached out for help, here are some precautions:

• Use a phone or computer that the abuser doesn’t have access to
• Clear your internet history after looking at support websites
• Save helpline numbers under different contact names
• Use the ‘private’ or ‘incognito’ mode when browsing
• Delete text messages or emails about getting help
• Meet support workers in places the abuser wouldn’t expect
• Tell support services if you have safety concerns about being contacted

Support services understand these concerns and will work with you to keep you safe.

Making a Safety Plan

A safety plan is a practical plan for staying as safe as possible. It can help you think through what to do in different situations before you’re in a crisis.

Your safety plan might include:

• Emergency contacts programmed into your phone under different names
• A safe place you can go if you need to leave quickly
• Important documents kept somewhere accessible (or copies kept with someone you trust)- such as ID for yourself and children
• A bag with essentials ready in case you need to leave (change of clothes, phone charger, money, oyster card)
• A code word to use with friends or family that means you need help
• Money or a bank card kept somewhere safe
• Thinking about all possible exits in your home

You don’t have to do all of this at once. Even thinking through one or two of these things can help you feel more prepared.

Online Safety Resources

If it’s not safe to make phone calls, there are online resources available.

National Domestic Abuse Helpline Live Chat

Available at nationaldahelpline.org.uk

Monday to Friday, 3pm to 10pm

Refuge Website

Visit refuge.org.uk for information and resources. The website has an exit button you can click quickly if you need to leave the page.

Bright Sky App

A free mobile app for anyone experiencing domestic abuse or concerned about someone else. It includes information about abuse, a directory of local and national support services, and a tool to log incidents of abuse.

Remember to clear your browsing history if your device isn’t safe. Many websites have quick exit buttons for this reason.

You Deserve Support

Reaching out for help takes enormous courage. Whether you call 999, a helpline, or just tell one person you trust, you’re taking a step towards safety.

You don’t have to have everything figured out. You don’t have to leave immediately. You don’t have to press charges. You don’t have to make any decisions right now except the one to reach out and talk to someone who understands.

Emergency services and support organisations exist because you matter. Because your safety matters. Because you deserve to live without fear and abuse is never okay.

If you’re not in immediate danger but would like ongoing support, Nour offers free, confidential services for survivors of abuse. You can learn more at our website or contact us to discuss how we can support you.