A trip to the shopping center should be easy and fun. You park the car, grab a coffee, and look for a few bargains. But sometimes things go wrong. A fire alarm starts ringing. A lift stops between floors. Someone falls ill in the food court.
Most of us never think about these moments until they happen. Then we have only a few seconds to decide what to do.
This guide is here to help. It explains who to call, what to say, and how to stay safe if there is an emergency at a shopping center in Gillingham. It uses advice from the police, the NHS, fire services, and local news reports. The language is simple, so anyone can follow it.
Which Gillingham Do We Mean?
First, a quick note. There are two Gillingham towns in the UK, and people often mix them up.
- Gillingham in Kent is in the Medway area, in the south east of England. The big shopping place here is Hempstead Valley Shopping Centre.
- Gillingham in Dorset is a smaller market town. It has local shops, supermarkets, and a high street.
The emergency advice in this article works in both places. The emergency numbers are the same across the UK. Only the local police and fire teams are different. In Kent, you would reach Kent Police and Kent Fire and Rescue. In Dorset, the fire service is Dorset and Wiltshire Fire and Rescue.
About Hempstead Valley Shopping Centre
Many people who search for “Gillingham shopping center emergency” are thinking about Hempstead Valley. So here are a few simple facts about it.
According to Visit Medway, the centre has more than 50 stores, including a large M&S and a big Sainsbury’s. It is just off junction 4 of the M2, and its address is Hempstead Valley Shopping Centre, Gillingham, Kent, ME7 3PD. The centre is wheelchair friendly, and it offers free wheelchair and scooter hire. Parking is free for up to six hours. The phone number on the Visit Medway page is 01634 387076.
The centre opened on 17 October 1978. It was one of the first out-of-town shopping centres in Kent, and it is a very busy place.
A busy place is good for shops. It also means that, if something goes wrong, many people can be affected at the same time. That is why a little planning helps.
What Do the News Reports Say?
We searched for news about emergencies at Gillingham shopping places. We did not find reports of any very large event. Most of what we found was small and ended safely. Here are some examples.
People stuck in a lift. KentOnline reported that firefighters were called to Hempstead Valley Shopping Centre just after 4pm. They found 16 people stuck in a lift. The crew used a special lift key and opened the doors within 20 minutes. This is a good reminder that lifts can stop, and that help usually comes fast.
A takeaway shop fire. Dorset and Wiltshire Fire and Rescue shared a report about a fire on Queen Street in Gillingham, Dorset, on 3 April 2024. The call came in at 9.01am. Smoke was coming out of a takeaway shop. Five fire engines went to the scene, and the fire was put out.
A fire at a shop. The New Blackmore Vale newspaper reported that four air conditioning units caught fire outside a One Stop shop in Gillingham. The fire spread to some wooden cladding. Firefighters used two hose reel jets to put it out. Nobody was hurt.
False alarms. The fire service also lists many false alarms in Gillingham. For example, a crew went to a home on Fern Brook Lane on 23 February 2026 and found it was a false alarm. The crew arrived within four minutes.
What can we learn from these reports? Emergencies in town centers are usually small, and the services arrive quickly. But you should never assume an alarm is false. We will come back to that later.
Who to Call: A Simple Guide
In the UK, the right number depends on the problem. Here is an easy table.
| Number | Use it for | Cost |
|---|---|---|
| 999 | Fire, a crime happening now, someone in danger, a serious medical emergency | Free |
| 112 | The same as 999, works from mobile phones too | Free |
| 101 | Police help when it is not an emergency | Small fee in some areas |
| 111 | NHS advice when it is urgent but not life threatening | Free |
| 0800 789 321 | Anti-terrorist hotline for suspicious activity | Free |
When to Call 999
Police guidance says you should call 999 when a life is in danger or a crime is happening right now. You should also call 999 if you see a fire. When you call, a call handler will ask which service you need: police, fire, or ambulance.
The call handler will usually ask:
- Where are you?
- What has happened?
- How many people are hurt?
Stay calm and answer as clearly as you can. Do not hang up until the call handler tells you it is fine. If you call by mistake, stay on the line and say you are safe. This stops the police from sending help you do not need.
When to Call 101
Call 101 when you want to report a crime that is not happening now. Examples are a stolen car, damaged property, or something you want to tell the police about. You can also use it for general questions.
Many police forces also let you report online or use web chat, which can be faster than waiting on the phone.
When to Call 111
NHS 111 is for health problems that need fast help but are not life threatening. It is open 24 hours a day, every day of the year, and calls are free. If you are not sure whether to go to A&E, 111 can help you decide.
What to Do If the Fire Alarm Goes Off
A fire alarm in a shopping center can feel like a false alarm. Many times it is. But safety guides all give the same advice: always treat an alarm as real.
Here is what to do:
- Stop what you are doing and leave. Use the nearest and safest exit. Do not stop to check if the alarm is real.
- Do not use the lifts. A fire can cut the power, and you could get trapped.
- Leave your shopping behind. Bags, coats, and baskets can wait.
- Stay with your family. Hold the hands of small children.
- Do not push. Move calmly. Crowds can be dangerous if people panic.
- Close doors behind you if it is safe. This helps slow the spread of fire and smoke.
- Go to the assembly point. Staff or fire marshals will tell you where it is.
- Tell the fire service if someone is missing. Do this as soon as you see them.
- Do not go back inside. Wait until you hear the all clear from staff or the fire service.
Should you try to put out a small fire? Most guides say only do it if you are trained and the fire is small. If you are not sure, just leave. Your safety matters more than a shop.
If you smell smoke, tell a staff member or call 999 once you are in a safe place.
What to Do If You Are Stuck in a Lift
Being stuck in a lift is scary, but it is rarely dangerous. Lifts are built to stop when something is wrong. Lift guides also say that a lift car is not airtight, so you will not run out of air.
If it happens to you:
- Stay calm. Take a few deep breaths.
- Press the alarm or help button. Hold it until someone answers. It usually connects you to a call center or a lift company.
- Do not force the doors open. The lift could start moving again, and you could be hurt.
- Do not climb out through the roof. Those hatches are locked from the outside for a reason.
- Move to the back of the lift after you call for help, so you are safe if rescuers open the doors.
- Wait for trained help. In the Hempstead Valley story, firefighters opened the doors in about 20 minutes.
Call 999 if someone in the lift feels very ill, faints, or is in extreme panic. Some lift companies say the fire service should only come for real emergencies like these.
If you are outside the lift and hear someone calling, do not try to rescue them yourself. Tell a staff member, or call for help.
What to Do in a Medical Emergency
Shopping centers are busy, and with so many people, medical problems can happen. Someone might faint, choke, fall, or feel chest pain.
The NHS says to call 999 right away if someone has any of these problems:
- Signs of a heart attack, such as chest pain that feels tight or heavy
- Signs of a stroke, such as a drooping face, weak arms, or trouble speaking
- Trouble breathing
- Heavy bleeding that will not stop
- A serious injury after a fall or accident
- A fit (seizure), or someone who cannot be woken up
- A strong allergic reaction
While you wait for the ambulance:
- Stay with the person.
- Ask a shop worker or security guard for help. They may have first aid training or a defibrillator.
- Send someone to meet the ambulance at the door.
- Follow the call handler’s advice. They can tell you what to do step by step.
If the problem is urgent but not life threatening, call 111 or use the NHS 111 website.
What to Do If There Is a Serious Threat
This part is uncomfortable to read, but it is helpful to know. Serious attacks in shopping centers are very rare. Still, UK counter terrorism police give simple advice that works in many situations. It is called Run, Hide, Tell.
Run. If there is a safe way out, run to a place of safety. Police say this is a better choice than trying to negotiate. Take other people with you if you can, but do not let them slow you down. Leave your things behind. Do not stop to film the event.
Hide. If you cannot run, hide. Stay out of sight, but remember that cover from view is not always cover from danger. Lock or block the door if you can. Silence your phone, and turn off the vibration. Be quiet.
Tell. When it is safe, call 999. The police will want to know:
- Where the attackers are
- Which way they went
- What they look like
- If they have weapons, and if anyone is hurt
Police also say we should be “alert but not alarmed.” That means paying attention without living in fear.
How to Report Something That Looks Wrong
You do not need to wait for a crisis. If you see something odd, you can help.
- For a crime that is happening now, call 999.
- For something suspicious that is not urgent, call 101.
- For possible terrorist activity, use the online form at gov.uk/ACT. It is private. If the threat is happening right now, call 999. You can also use the anti-terrorist hotline on 0800 789 321.
Trust your instincts. If it feels wrong, it is better to tell someone than to stay quiet.
Help for People Who Are Deaf or Have Speech Needs
Not everyone can make a normal phone call. The UK has other ways to reach the emergency services.
- Textphone: Use 18000 for 999 emergencies.
- Text 999: You can text 999, but you must register first with the emergencySMS service. Do this before you need it.
- 999 BSL: British Sign Language users can call 999 BSL to speak with a remote interpreter.
- 101 textphone: Use 18001 101 for non-emergency police calls.
It is a good idea to set these up now, not during an emergency.
Simple Habits Before You Shop
You do not need to be scared. A few small habits take almost no time.
- Look for the exits when you walk in. Find the two nearest ones. Safety guides often give this advice.
- Know your meeting point. If you shop with family, agree on a place to meet if you get separated.
- Keep your phone charged. A phone with low battery is not much help.
- Teach children what to do. Show them how to find a staff member or a security guard if they get lost.
- Note where the stairs are. You may need them when lifts are closed.
- Look at the information desk. Staff there can often help with first aid, lost children, and other problems.
- Save key numbers. You can save the centre’s phone number in your contacts. For Hempstead Valley, the listed number is 01634 387076.
Helping Older Shoppers and People With Limited Movement
Some people cannot take the stairs or walk fast. If you shop with a person like this, think ahead.
- Ask staff about the plan for people who need help leaving the building.
- Stay near a ground floor exit if you can.
- Do not leave them alone to find help. Ask someone else to go.
- Tell staff or the fire service if a person is still inside.
Final Thoughts
Most days at a Gillingham shopping center will be calm. You will shop, eat, and go home. But a little knowledge goes a long way.
Remember these main points:
- Call 999 for fire, danger, or a serious medical problem.
- Call 101 for non-urgent police help, and 111 for urgent health advice.
- Leave the building when an alarm sounds, and never use the lifts.
- If you are stuck in a lift, stay calm and press the help button.
- In a serious threat, remember Run, Hide, Tell.
Share this guide with family and friends. Being ready can make a hard moment a little easier.
Frequently Asked Questions
1. What is the emergency number in Gillingham?
The emergency number is 999. This is the same all over the UK. You can also call 112, which connects you to the same service. Both are free.
2. Was there a major emergency at a Gillingham shopping center?
We did not find any report of a very large event. The news we found was about smaller events, such as 16 people stuck in a lift at Hempstead Valley, a fire at a takeaway shop in Gillingham, Dorset, and some false alarms. Always check local news for the latest information.
3. Should I leave if the fire alarm rings, even if it may be a false alarm?
Yes. Safety guides say never to ignore a fire alarm. Leave by the nearest exit, and do not use the lifts. Do not go back in until staff or the fire service say it is safe.
4. What should I do if I get stuck in a lift?
Stay calm and press the alarm or help button. Do not force the doors, and do not climb out. Wait for trained help. If someone feels ill or is very frightened, call 999.
5. When should I call 101 instead of 999?
Call 101 when it is not an emergency, for example to report a past theft or to ask a general question. Call 999 when a life is in danger or a crime is happening now.
6. What does Run, Hide, Tell mean?
It is advice from UK counter terrorism police. Run to safety if you can. Hide if you cannot run. Tell the police by calling 999 when it is safe.
7. What should I do if someone has a heart attack or stroke in the center?
Call 999 straight away. Tell the call handler where you are. Ask a staff member to bring a first aid kit or defibrillator if the center has one, and follow the call handler’s instructions.
8. Is NHS 111 free?
Yes. NHS 111 is free to call from landlines and mobile phones. It is open 24 hours a day. Use it for urgent health problems that are not life threatening.
9. How can deaf people contact the emergency services?
You can use the textphone number 18000, or text 999 if you have registered with emergencySMS first. British Sign Language users can call 999 BSL to use a remote interpreter.
10. What should I do if I see something suspicious?
If there is danger right now, call 999. If not, call 101, or report it online at gov.uk/ACT. You can also use the anti-terrorist hotline on 0800 789 321. Tell the police what you saw, where, and when.
