London Fire Brigade (LFB) has selected NEC Software Solutions UK (NECSWS) to enhance its emergency response and mobilising system. The new system will introduce cutting-edge technology, make it easier and quicker for the public to contact the Brigade and improve their response to emergencies across the capital.

The new solution will make it simpler for people who don’t speak English as their first language. It will be able to pick up different languages during emergency calls and immediately translate them, helping control room staff to understand what is happening and send help without delays. The system will also allow the public to contact the Brigade through WhatsApp and other social media platforms.

Using real-time data analytics, the technology will pinpoint where calls are coming from and flag them as linked to a single incident, even before the calls are answered. This will help the control room coordinate the responding units and avoid sending multiple crews to one location, if not necessary.  In larger emergencies, it can also suggest how to move teams across the city, making sure help reaches those who need it as quickly as possible.

Patrick Goulbourne, Assistant Commissioner at London Fire Brigade said: “Having the right technology means we can be there for Londoners when they need us most. Our crews work under immense pressure, and it's vital we give them the best tools possible to help protect our capital city and its people.  This new technology shows our commitment to improving and modernising our service so we can respond to incidents as quickly and efficiently as possible."

Paul Eggleton, product and business development director, NECSWS said: “Firefighters and control room teams do an incredible job, often in the toughest circumstances. Our job is to make sure the technology supports them every step of the way.   We’ve been working with London Fire Brigade for the last ten years, so it’s great they have chosen us again to support their effort in keeping London safe.”

NECSWS was selected following a competitive tender and will be working with Mitel to integrate the new communication channels into the control room system, ensuring staff can respond efficiently when a member of the public reaches out for help, whichever communication method they use.

The system is expected to be ready in 2026.