Registering for emergency services
Guide reference: HG-0041
Quote this reference if you contact us about this guide.
Approx. 2 min read
How your address is linked to 999 calls. We register your service address when your line goes live.
Don't worry about 999 finding you. Your address is linked to your phone line so emergency services know where to send help.
Quick answer
We register your service address when your line goes live. Tell us immediately if you move or if the address on your account is wrong.
More detail
When you dial 999 from your home phone, the emergency network receives your line location details.
Correct address on your account is vital, especially if you cannot speak during a call.
Update us when you move house before using 999 from the new address.
Keep emergency details correct
Check the service address on your welcome letter matches where the phone is used.
If you move, tell us your move date and new address before go-live.
Do not use 999 for tests. Use a short call to a mobile instead.
If you have a care alarm, confirm the alarm company has the same address.
After moving, make one normal outbound call before relying on 999.
Contact us to correct address errors as soon as you spot them.
Common mistakes
- Moving house without updating your service address.
- Using the line at a holiday home without telling us.
- Assuming mobile location works the same way as a home line.
Things to know
- See Emergency calls during a power cut for when 999 may not work.
- See Moving house overview when changing address.
- Hybrid and Mobile also need correct registered address.
Frequently asked questions
Can I check my registered address?
Contact us or check your welcome letter and latest bill.
What if I cannot speak on 999?
Operators use line location data. Keeping address correct is essential.
Does 999 work in a power cut?
Your home phone may not work without power. Use a charged mobile for 999 if needed. See Emergency calls during a power cut