Emergency line
Chemical incidents can happen at any time, and when they do, fast, informed action is critical. Our 24-7 emergency advice line connects you directly to qualified chemists and dangerous goods safety advisors who provide calm, authoritative guidance. From initial risk assessment to coordinating emergency services or clean-up, we help minimise harm to people, property, and the environment.
Our dedicated team of experts provides specialist telephone support – known as Level 1 response – 24 hours a day, 365 days a year. Every call is answered directly by one of our incident advisors. Most of our advisors are qualified chemists, and all are dangerous goods safety advisors with a deep understanding of supply and transport legislation. They are trained to deliver calm, authoritative guidance to those dealing with an emergency incident.
When a call comes in, our advisor will ask targeted questions to quickly build an understanding of the situation – even if not all facts are immediately clear. They gather key details such as product names, incident circumstances, any casualties, and whether emergency services are involved. Drawing on their expertise, product data (e.g. safety data sheets) and other resources, they provide clear, actionable advice to help minimise risks to people, the environment, and property.
The advisor will determine whether emergency services or specialist clean-up are needed through a risk assessment that considers product hazards, quantities, location, and available options. If emergency services are involved or required, key information (typically the product's safety data sheet) must be provided promptly to support their own assessment.
Incidents can be complex, with multiple factors to manage in the heat of the moment, so our advisors work as a team. They will interpret safety data sheets, conveying hazard information in section 2 (concentrating on physical and acute hazards) and recommending containment actions based on the physical properties information in section 9.
If the incident requires on-site attendance (Level 2 response) or clean-up (Level 3 response), we can arrange this on your behalf.
Key benefits of our 24-7 emergency line
Expert advisors
Qualified chemists and dangerous goods safety advisors with a deep understanding of supply and transport legislation.
Round-the-clock availability
Specialist telephone support (Level 1 response) available when you need it – 24 hours a day, 365 days a year.
Speaking your language
We identify the caller's language instantly and, if necessary, bring an interpreter into the call without the need to redial.
Chemical and hazardous materials emergency line
With the introduction of regulations such as REACH, CLP, and GHS, there's a growing expectation that publicised emergency telephone numbers are not only operated by, but directly answered by someone who can provide accurate and authoritative advice.
Manufacturers and distributors of hazardous goods are increasingly concerned about reputation management and are subscribing to the standards set by the chemical industry’s Responsible Care® initiative. Companies in the programme must meet strict health, safety and environmental standards – including providing 24-7 Level 1 telephone support.
All calls to the chemical and hazardous materials emergency line are recorded, with detailed reports sent to the client. Key contact details are stored for urgent notifications during major incidents. Backed by modern communications technology and redundancy systems, our chemical and hazardous materials emergency line offers a reliable, cost-effective solution for round-the-clock specialist support.
Anytime, anywhere in the world, our advice can make a difference
Our multilingual emergency advice line ensures that those dealing with incidents involving hazardous goods receive expert guidance in their own language. Using advanced telecom systems, the caller’s language is identified instantly and, if necessary, an interpreter will be brought into the call – without the need to redial.
Chemical incident management and clean up
Chemical incident management
When expert on-site support is needed, our emergency line can dispatch an OHES incident manager. Many of our team members are former Environment Agency professionals, experienced in providing on-site assistance to help minimise the impact of a chemical incident.
Chemical incident clean-up
Chemical incident response is a specialist area, requiring experts with the right equipment and experience. Our emergency line has direct access to UK & Ireland Spill Association-accredited chemical and fuel clean-up contractors and can quickly mobilise a local, rapid response team if needed.
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Call our 0333 600 2424 for emergency advice
Immediate, tailored guidance from qualified incident advisors to protect people, property, and the environment. You can also get in touch online for support from our team.
Contact our experts