Emergency video relay service for deaf British Sign Language users is saving lives.
In 2022, Ofcom put in force the emergency video relay regulation which required telephone and broadband companies to offer a free, 24/7 video relay service for deaf BSL users to contact the emergency services, via a dedicated mobile app and website. Telecoms firms can either deliver the service themselves or contract another organisation to do so, but it must be approved by Ofcom. This was introduced to ensure an equivalent access to emergency services for deaf BSL users.
999 BSL is currently the sole operating emergency video relay service. This service enables deaf BSL users to make emergency calls in their first language - allowing them to get urgent help they need for themselves or others.
Overall, our evaluation of the service since it was introduced has found that:
- The 999 BSL app has been downloaded 26,632 times, as of February 2025.
- Around 20,000 calls were made through the service in 2024.
- The median call waiting time in 2024 was 3 seconds, down from 4 seconds in 2023.
- At least two lives are likely to be saved per year because of the service.
- As of February 2025, 999 BSL has received only three complaints since it launched.