Our phone lines are now under huge pressure

Before calling us please check this information:

 

During this period we are asking you to avoid calling unless you have a genuine animal welfare emergency that may require a visit from one of our officers. A genuine animal welfare emergency is one where an animal that is sick, injured or trapped and it is not safe or suitable for a member of public to assist (see below). Or where an animal is in a situation that results in risk to life or imminent danger of it being harmed.

Coronavirus update

Overnight Closure of the National Cruelty and Advice Line

As of 6th April 2020, we have taken the very difficult decision to temporarily close our services between the hours of 10pm and 7am, due to severe staffing pressures, with around 25% of our inspectorate staff ill or in isolation. The vast majority of calls we have to respond to come in during the day and early evening and we need to make sure we have enough officers available to deal with emergencies in these peak times. Everyone in animal welfare is under tremendous pressure at this time and we are really grateful to our colleagues in the police, veterinary profession for supporting us to do our best for animals in these unprecedented and difficult times.

Emergency response and call times

We're currently experiencing a shortage of staff due to coronavirus, so we can only respond to emergencies. If you need to contact us about a genuine emergency, please don't hesitate to contact us.

We apologise if anyone calling our National Call Centre (NCC) may be kept waiting a little longer than usual. We're also unable to accept any anonymous incidents through our NCC at this time.

We're regularly updating our coronavirus hub page for information, if you're after general advice please take a look at our animal advice and welfare section.

We receive a call for help approximately every 30 seconds. Some situations that may appear distressing are not against the law. In their daily work our inspectors have to prioritise cases where the law is actually being broken.

Whilst we cope with Cornonavirus, please only call if an animal is in urgent need.

Call our cruelty line to report cruelty, neglect or an animal in distress.

  • 0300 1234 999

The call will cost the same as any call to a UK landline number. Please note, during busier periods your call may be placed in a queue. You'll be asked a variety of questions to ensure that your call is prioritised according to its urgency and to ensure there is enough information for us to investigate. Please read our reporting cruelty checklist for further information.

What happens next?

We prioritise all calls about cruelty, neglect or injured animals according to their severity and urgency.

Due to the high volume of calls we receive and our limited resources we aren't always able to respond in the way that would be ideal or as quickly as the emergency services can with more resources. Please be patient. If you're concerned the situation is worsening, please contact us again.

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