Transport for London confirms that emergency buttons on Passenger Help Points connect callers to the station operations room and, if unanswered after a short interval, are routed to the London Underground Control Centre. Improvements are underway to ensure all emergency button calls go directly to the control centre for faster assistance. Emergency buttons should be used for safety concerns or immediate need, including illness, injury, hazards on tracks or platform, suspicious or distressed individuals, and fires or smoke. Most stations are equipped with Help Points and emergency buttons, while five stations do not have them.
According to TfL's response, once pressed, emergency buttons on Passenger Help Points (PHP) ring through to the station operations room. If not answered after a certain time the call will be routed through to the London Underground Control Centre. TfL is currently making improvements to the emergency service to ensure that all emergency buttons are routed through to the control centre when pressed so that the caller can receive immediate help.
Emergency buttons on TfL services should be used when there is a safety concern or immediate need for assistance. Examples include situations involving illness, injury, or potential danger on the platform or train. If someone is injured or has collapsed. You see a safety hazard: If you see something dangerous on the tracks or platform, such as a dropped object or someone behaving erratically. You are concerned about someone's safety: if you see someone acting suspiciously or in distress.
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