Instigating a Multi Agency Contact - proceduresonline.com...1.24 June 2017 Nick Bancroft / Paul...

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Wiltshire and Swindon Local Resilience Forum Operation Link (v1.28)

Instigating a Multi Agency Contact

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Contact if required

All outgoing messages should

Mandatory Must be contacted start “THIS IS OPERATION LINK for Wiltshire and Swindon”

See Appendix ‘I’ for generic e-mail accounts of mandatory partners

Initiating

Agency Wiltshire Police 01380 861282 Ext 11282

07977 197193

Agency South Western Ambulance Service

Contact Number NILO 0300 3038608

Wiltshire Fire & Rescue Agency Swindon Borough Council

Contact Number 01793 464699 (07823 525227 backup)

Wiltshire Fire & Rescue

Agency NHS England Area Team (BGSW)

Contact Number 07623505520

161 266 5153


Agency Wiltshire Council

Contact Number 07624 310636


Agency Dorset &Wiltshire FRS

Contact Number

030679 900013 OIC Control Room


Agency Highways England

Contact Number 0117 316 5700


Agency Met Office


Agency 1 HQ Artillery Brigade

Contact Number

07825 118634 [email protected]

07801 907589 (Staff Duty Officer)

Agency British Transport Police

Contact Number 0800 405 040


Agency DCLG Resilience & Emergencies Division

Contact Number 0303 4442718 0303 4442799

Agency Public Health England

Contact Number In hours 0300 303 8162 Option 2

0344 257 8195 Out of hours

161 266 5153

Wiltshire Fire & Rescue Agency Environment Agency


161 266 5153


Responsible for making contact with Cat 2

and Voluntary Agencies as required by

Initiating Agency

Responsible for contacting NHS resources as

required. The Initial teleconference/meetings will be chaired by the initiating agency unless otherwise agreed Any teleconference will take place as outlined 1. To join conference please dial 0844 809 0936 a few minutes before the start time 2. Follow the voice prompt and type in on your phone the participant’s pass code: 49336436# The Chair will use pass code 64582868# 3. Follow the voice prompt to give your name & the organisation you are representing. 4. Conference will commence when all participants have joined or at the discretion of the Chairperson

Initiating Operation Link –

Action Card

If the issue is regional or national consider using the

Resolution Coordinating Group coordinated by DCLG and

detailed in Appendix H.

mailto:[email protected]

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VERSION CONTROL

Version Date By Whom

1.19 August 2016 John Boland, Wilts Police

1.20 Sept 2016 John Boland, Wiltshire Police

1.21 Feb 2017 John Boland, Wiltshire Police

1.22 April 2017 John Boland Wiltshire Police

1.23 April 2017 Bob Young, Wiltshire Police

1.24 June 2017 Nick Bancroft / Paul Williams

1.25 October 2017 Nick Bancroft / Paul Williams

1.26 November 2017 Bob Young, Wiltshire Police

1.27 December 2017 John Boland, Wiltshire Police

1.28 May 2018 Bob Young/John Boland/Sarah Kelly

PUBLICATION

This document has been published in accordance with the Civil Contingencies Act 2004 and is not classified under the Government Protective Scheme. Plans or arrangements referred to within this document may be protectively marked in accordance with the Government Protective Marking Scheme (GPMS) (Cabinet Office, 2008c). FREEDOM OF INFORMATION ACT This document is not subject to any exemptions under the Freedom of Information Act 2000.

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CONTENTS PAGE Initiating Op. Link - Action Card Page 2 Version Control Page 3 Purpose Page 5 Activation by LRF Member Agencies Page 5 Actions by the Contacting Agency Page 6 Actions by Wiltshire Police Page 7 Important Principles Page 9 Appendix ‘A’ - Definitions of Incidents Page 10 Appendix ‘B’ - Category 2 Contacts List Page 11 Appendix ‘C’ - Agenda for first meeting Page 12 Appendix ‘D’ - Types of Incidents Page 14 Appendix ‘E’ - Teleconference Protocols Page 16 Appendix ‘F’ - Police Proforma for Op. Link Activation Page 17 Appendix ‘G’ - South West Regional SCG Arrangements Page 20 Appendix ‘H’ - Response Co-ordinating Group (ResCG) Page 21 Appendix ‘I’ – Mandatory partner e-mail accounts Page 23

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OPERATION LINK

1. PURPOSE 1.1 ‘Operation Link’ can be used for three purposes:

a. To share relevant information between partner agencies; b. To initiate a tactical level teleconference between partner agencies; c. To declare a Major Incident or Emergency which will involve the participation

and input of partner agencies.

1.2 This is achieved by contacting Wiltshire Police Control Room who will alert core agencies in the first instance.

1.3 Members of the LRF, with an initial response role, are informed and able to consider the potential impact of a situation or event on their own agency and take appropriate action by either attending the incident or contributing to the response in some other way.

1.4 This protocol is designed to set out a standard operating procedure for alerting

members of the LRF in order that they can fulfil their role and responsibilities at Major Incidents and Emergencies or other incidents which may require enhanced co-ordination. (See Appendix ‘A’ for definitions of Incidents).

1.5 Initially, the sharing of such information may be on an informal basis. Thus, this

document provides a flexible framework for the sharing of information prior to any consideration of escalating the response. In short, this protocol delivers the ability for any of the responder agencies to give an early ‘heads up’ to a problem that may be coming their way. In addition, it provides for the option to seek a co-ordinated multi-agency response at the appropriate time.

1.6 It should be stressed that the notification and sharing of information between LRF

agencies does not necessarily start a process whereby a multi agency co-ordinated response follows and that on many occasions, the sharing of information would be the only action required.

2. ACTIVATION BY LRF MEMBER AGENCIES 2.1 Any agency that is represented on the LRF is able to use this protocol.

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3. ACTIONS BY THE CONTACTING AGENCY 3.1 Call the dedicated 24/7 Operation Link number on 01380 861282 Ext. 11282. In the

event that this number cannot be used call 07977 197193 (fallback only). 3.2 This number is not a public line and it is answered by Call Takers in the Police

Control Room at Police Headquarters. This line is also used for other purposes, so the person taking the call will not automatically associate the call with Operation Link. The caller must highlight that they are requesting the activation of Operation Link.

3.3 It is vital that teleconference protocols at Appendix ‘E’ are adhered to. 3.4 It is essential therefore, that the caller:

a. States they are initiating Operation Link for Wiltshire and Swindon.

b. States they wish to inform as a matter of urgency other member agencies in the LRF. Use the METHANE product as a reporting tool.

c. Is clear regarding the required outcome:

To share relevant information between partner agencies;

To initiate a tactical level teleconference between partner agencies;

To declare a Major Incident or Emergency.

d. Supplies:

Their name, organisation and all relevant contact numbers

the exact nature of the incident, METHANE

the likely impact and/or consequence of the incident

the likely timescales for the incident

the name/s of points of contact

the location of incident control

the agencies to be informed

Time of any teleconfernce agreed

3.5 These details are required by Police Control Room to set up an incident message and to ensure sufficient details are taken to cascade to the agencies requested. After supplying this information the caller should be provided with an Incident Log number and should await a return call from a senior police officer from Wiltshire Police who will confirm the arrangements to be made or are in place.

3.6 Where the option is for a tactical teleconference it will be the responsibility of the contacting agency to both chair and provide administrative support (e.g. note taker) unless otherwise agreed.

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4. ACTIONS BY WILTSHIRE POLICE

4.1 Police Control - Call Taker 4.2 Any one or more of the agencies as members of the LRF may make contact with

the police to invoke Operation Link, but in most instances the call will originate from another emergency service.

4.3 On receipt of the initiating call requesting activation of Operation Link, the Call

Taker will create an Incident Log and include the following details from the caller:

Their name, organisation and all relevant contact numbers

the exact nature of the incident

the likely impact and/or consequence of the incident

the likely timescales for the incident

the name/s of points of contact

the location of incident control

the agencies to be informed

the expected outcome of call (i.e Tactical level teleconference, Information cascade only etc)

4.5 Provide the caller with the Incident Log number for reference. 4.6 Inform the caller that a senior police officer will contact them by telephone (on the

number furnished), as soon as possible, to confirm arrangements to be made or are in place

4.7 Pass the Incident Log to The Duty Control Room Supervisor 4.8 Immediately bring the message to the attention of the Supervisor for consideration

that the Duty Control Room Inspector be notified immediately. 4.9 Police Control Room - Supervisor 4.10 Contact the Control Room Inspector as soon as possible and advise him/her of the

details provided at 4.3 above and request that he/she call the initiating organisation at the earliest juncture to confirm the arrangements to be made or are in place.

4.11 Control Room - Inspector 4.12 The Control Room Inspector might wish to consider:

consulting with the Wiltshire Police Major Incident Planning Department and/or LRF Manager where they are available;

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the appointment of a loggist or operator with a view to updating the Incident Log and recording entries and communications;

consultation with operational representatives;

consultation with duty on-call senior officers;

other actions as thought to be appropriate.

All outgoing messages should start “THIS IS OPERATION LINK for Wiltshire and Swindon”

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5. IMPORTANT PRINCIPLES 5.1 It should be noted that whilst, in accordance with this protocol, an agency

may be notified of an incident, the notified agency is solely responsible for any initiation of in-house procedures. The agency remains, at all times, responsible for any actions it takes in response to the initiation of this protocol.

5.2 In all instances, it is important that the nominated points of contact in each agency should be notified. The cascade is outlined in the Initiating Operation Link Action Card (at page 2 of this document). All agencies highlighted in red are MANDATORY NOTIFICATIONS. Agencies highlighted in green are optional attendees and should be notified if the incident is of relevance to them or as requested by the initiating agency.

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APPENDIX A

DEFINITIONS OF INCIDENTS

MAJOR INCIDENT An event or situation, with a range of serious consequences, which requires special arrangements to be implemented by one or more emergency responder agencies. A major incident is beyond the scope of business as usual operations, and is likely to involve:- Serious harm. Serious damage. Serious disruption or risk to human life or welfare. Serious disruption to essential services, the environment or national security. EMERGENCY The Civil Contingencies Act, 2004 defines an ‘emergency’ as: a. an event or situation which threatens serious damage to human welfare; b. an event or situation which threatens serious damage to the environment; or c. war, or terrorism, which threatens serious damage to security of the UK. See appendix E for types of incidents that may require multi agency notification and action.

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APPENDIX B

SUGGESTED CATEGORY TWO RESPONDERS CONTACT LIST APRIL 2016

CONTACT DETAILS

Scottish and Southern Energy Power Distribution

0845 712 5940 Primary number for emergency services.

08000 727282 General Number [email protected]

[email protected]

National Grid Transco 0800 111999 Primary Number 0870 2418705 0870 2418708

Semcorp Bournemouth Water 01202 572268 Primary Number

01202 591111

Bristol Water PLC 01179 662267 Primary Number

01179 665881 General Number [email protected]

Severn Trent Water 0845602669 South West Trains 0845 6004600

Wessex Water PLC

01225 832969 Primary 01225 526800 Secondary

0345 6004600 Customer services [email protected]

[email protected] [email protected]

BT 08457 555999


Cable and Wireless 0161 266 5153 O2 0845 330 0686 Orange PCLS 0870 3762762 Health and Safety Executive 0845 300 9923 BT Open Reach 0800 7834698 No Number

Vodaphone 01635 682999 Primary Option 1

01635 33251 Office Number

Veolia Water Duty manager 07747645079


Network Rail 01793533524 / 01793533592

South West Trains Duty Manager GWR (24/7): 01793 389 202 NR Emergency line (24/7): 01793 533 592











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APPENDIX C Suggested Agenda for first meeting

OPEN POLICY LOG - RECORD DECISIONS/ACTIONS/ RATIONALE USE ELECTRONIC RECORDING FACILITIES WHERE AVAILABLE

Initial Agenda

Membership

o Nominate Chair

o Health and Safety Brief

o Introductions / Roles / Responsibilities / Confirm Contact Details

o Do all members have executive level decision making authority?

o Are Other Organisations Required?

Current Situation Analysis

o Are there Urgent Items for Attention?

o Consider Strategic Risk Assessment – consider SDI (Scale, Duration,

Impact) model

o Are there Imminent/Potential Threats to Critical Infrastructure?

o Are there Imminent/Potential Threats to Neighbouring Counties?

o Provide TCG and Organisational Updates

o Agree Command and Control Structure

Aim and Objectives

o Set Strategic Aim and Objectives

o Communicate Strategic Aim and Objectives

Supporting Groups/Plans

o Consider the Need for Supporting Groups, e.g.

Intelligence/Media/STAC/Recovery/Admin/Mass Fatalities/Other

Communications

o Consider Shared Situational Awareness. Is there a requirement for an

early Common Recognised Information Picture (CRIP)?

o Set Communications Strategy including reporting frequency and

requirements with TCG, other LRFs, Central Government and others

(Setting the ‘Battle Rhythm’)

o Set Media Management Strategy

Logistics and Administration

o Staff Welfare including Support Groups

o Continuity and resilience of SCG

o Consider strategic logistical issues

o Consider political, legal and financial matters

AOB

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Confirm Decisions / Actions

Date/Time/Venue/Set Agenda of Next Meeting

Considerations for Future Meetings

o Review Actions/Impact

o Review Shared Situational Awareness/CRIP

o Review Strategic Aim and Objectives

o Updates from Supporting Groups

o Consider further Supporting Groups, e.g. Category 2, Voluntary Sector

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APPENDIX D Types of Incidents that may instigate a multi agency response (not exhaustive) 1. Any potential Major Incident identified by an Emergency Service. 2. Any request for assistance by Emergency Services or other Local Authorities

above normal levels. 3. Reports of oil, chemical or other environmental pollution or the threat of such

pollution. 4. An incident where evacuated people need emergency accommodation and/or

welfare. (Particularly the elderly, infirm or other vulnerable persons) 5. Any incident likely to cause evacuation of more than 10 members of the

public. 6. Any incident requiring the public to take shelter (close doors and windows,

turn off air conditioning, etc). 7. Incident requiring emergency feeding of the public, including long-term power

cuts. 8. Incidents requiring, or likely to require, major catering for members of the

Emergency Services attending an incident. 9. Incidents involving more than 10 deaths in one location. 10. Widespread damage to property. 11. Rail Crash. 12. Aircraft crash, fixed wing or rotary. 13. Major multiple traffic accident. 14. Red and Amber Flood warnings from the Environment Agency. 15. Severe weather warnings. 16. Water supply contamination likely to involve more than 100 persons. 17. Human food contamination reported under the Food and Environmental

Protection Act (FEPA). 18. Animal feed contamination reported under FEPA. 19. Potential satellite accidents, affecting or likely to affect the County.

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20. Incidents reported under RIMNET (Overseas nuclear accidents) this includes the regular fax reports which should be forwarded immediately.

21. Major oil spillage. 22. Threat of terrorist action. 23. Fire, explosion or release to atmosphere of any toxic/flammable/explosive

substance from any site, particularly those registered with the Health and Safety Executive (HSE) under the following regulations:

a. Notification of Industries Handling Hazardous Substances (NIHHS) b. Control of Industrial Major Accident Hazards (CIMAH) c. Control of Major Accident Hazards (COMAH) d. Major Accident Hazard Pipeline Safety Regulations (MAH PSR’s)

24. Reports of suspected rabies outbreaks affecting the South West. 25. Reports of suspected foot and mouth outbreaks affecting the South West 26. Any incident at Dstl Porton Down involving the Emergency Services or the

media.

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APPENDIX E

Wiltshire and Swindon Local Resilience Forum Teleconference activation

Managing and taking part in teleconferences creates difficulties for all participants. The following advice and protocols are intended to help make LRF teleconferences as effective as possible. The initial conference call should be the below number but consideration should be given to subsequent calls being on a separate dedicated teleconference number. Joining Instructions 1 . To join conference please dial 0844 809 0936 a few minutes before the start time. 2. Follow the voice prompt and type in on your phone the participant’s pass code: 49336436# The Chair will use pass code 64582868# 3. Follow the voice prompt to give your name & the organisation you are representing. 4. Conference will commence when all participants have joined or at the discretion of the Chairperson. 5. Should you encounter problems call BT Helpdesk Free-phone on: 0800 0850 679 Important Notes for Participants 1. Ensure you have the relevant Agenda for the meeting. 2. Apologies should be sent in advance of the meeting and a replacement nominated. 3. Participants are expected to be authorised to make the necessary decisions on

behalf of their organisations. 4. The Chair will lead the conference. To facilitate speedy and efficient Conference

calls: a. Participants need speak only when relevant or prompted by the Chair. b. The Chair may ask groups or certain individual organisations to stay online after the Conference Call to discuss particular subjects in more detail. c. Only Agenda items and issued pre-meeting information should be discussed. d. Please use mute when you are not speaking, this will eliminate background noise. e. Where possible, avoid causes of noise interference. This tends to be more acute when using mobile phones. f. If you are using a land line you should avoid having a switched on mobile phone in that area due to the interference which can sometimes be encountered. g. Avoid holding side conversations during the teleconference.

5. Please always say your name before you speak. For example, Chris Taylor here, then begin speaking and be as clear and succinct as you can

6. At the end of the meeting: a. The Chair should summarise the actions and decisions b. Agree the time and date of the next meeting c. Actions should be confirmed by emails, minutes or other appropriate means as

soon as possible after the meeting. (See Appendix ‘I’ for generic e-mail accounts of mandatory partners)

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APPENDIX F

Police Pro Forma for Op Link Activation

OPERATION LINK - 1

Time & Date of report / teleconference

Teleconference Minutes #

Teleconference Number 0844 809 0936

Chair pass code 64582868#

Participants pass code 49336436#

Instigated by Email address DDI Mobile

Lead Agency Log Number

Police log number NICHE number2:

Police Emergency Planning Officer notified?3 Name of EPO Contact Numbers

Y/N

M

Major Incident Declared (Y/N)

If yes, consider notifying the Department of Communities Resilience & Emergencies Division on 030-344-42718 / 030-344-42799. Seek advice from Police Emergency Planner.

E

Exact Location

T

Type

H

Hazards

A

Access

1 Identify locality or premises for ease of reference 2 Minutes of conferences and meetings are to be attached to the relevant NICHE 3 The EPO may be able to assist with Op Link activation and also advise on additional agencies that need to be contacted for the incident, over and above the mandatory ones.

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N

Number of casualties

E

Emergency services

Mandatory Contacts

Dorset & Wiltshire Fire and Rescue Service (DWFRS) Control Room OIC: 030679 900013

SWAST NILO 0300 3038608

Swindon Borough Council (SBC) 01793 466451

Wiltshire Council (WC) 07624 310636

NHS England (NHSE) 07623505520

Public Health England (PHE) In hours: 03003038162 Out of hours: 03442578195 * Select Option 1

Environment Agency (EA) 0845 850 3518

Chair Note taker

Attendees

DWFRS

SWAST

SBC

WC

NHSE

PHE

EA

Other (Contact details to be emailed to note taker for future reference)

Outstanding Actions

Update:

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Current Situation

Summary of Actions

Next Teleconference (time/date)

Signed

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APPENDIX G

South West Regional SCG Arrangements

The actions from an Operation Link or a Tactical Coordinating Group (TCG) may lead to the establishment of a Strategic Coordinating Group (SCG). It could be that Operation Link has been called in connection with an incident requiring a simultaneous regional or national response.

In such circumstances it is important for LRFs in the South West to respond in a collaborative way to establish a coordinated ‘battle rhythm’. Therefore, it has been agreed that in such circumstances the following timings for SCGs will be adopted:

Core times - 1000 – 1400 hours - for first SCG 1015 Devon and Cornwall 1100 Gloucestershire 1145 Dorset 1230 Wiltshire & Swindon 1315 Avon & Somerset Core times - 1500 – 1900 hours - for second SCG (should this be required) 1500 Devon and Cornwall 1545 Gloucestershire 1630 Dorset 1715 Wiltshire & Swindon 1800 Avon & Somerset This arrangement should be borne in mind if those involved in an Operation Link are required to arrange an SCG in such circumstances. However, the above can be overruled by any of the five LRFs based on an urgent local need on the day. It is hoped that independent arrangements would be rare and that all five LRFs would enter into the spirit of working collaboratively to reduce threat and risk and maximise limited capacity within the Region.

.

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Appendix H Response Co-ordinating Group (ResCG) What is a Response Co-ordinating Group (ResCG) Most emergencies are dealt with at a local level through Strategic Co-ordinating Groups, however a decision to convene a Response Co-ordinating Group (ResCG) may be taken when : • the local response has been or may be overwhelmed and wider support is required; • an emergency affects a number of neighbouring Strategic Co-ordinating Groups and would benefit from information sharing, co-ordination (eg. to obtain a consistent, structured approach) or enhanced support. Role of the ResCG The precise role of the ResCG will vary depending on the nature of the emergency, but is likely to cover one or more the following: • developing a shared understanding of the evolving situation, including horizon scanning to provide early warning of emerging major challenges; • assessing the emergency’s actual and/or potential impact; • reviewing the steps being taken to manage the situation, and any assistance that may be needed/offered, including through facilitating mutual aid arrangements between SCG responders if required; • ensuring an effective flow of communication between and across local and national levels, including reports to the national level on the response effort, to ensure that the national input is co-ordinated with the local effort; • co-ordinating a coherent and consistent public message; and • identifying any issues which cannot be resolved at local level and need to be raised at national level, including advising on priorities and guiding the deployment of scarce resources across the area. Principle of subsidiarity ResCGs will observe the principle of subsidiarity – in which it is recognised that decisions should be taken at the lowest appropriate level. The ResCG will not interfere in local command and control arrangements but will provide a mechanism for ensuring that local responders can be as fully informed as possible in the decisions they have to take. Where arrangements already exist for the co-ordination of mutual aid the ResCG will complement such arrangements and add value by taking a multi-agency overview. Activation DCLG may, on its own initiative or at the request of local responders or the Lead Government Department in consultation with the Cabinet Office, convene a ResCG in order to bring together appropriate representatives from local Strategic Co-ordinating Groups where activated, or relevant organisations if not (eg. Chairs of appropriate LRFs or if the incident primarily affects Local Authorities, then it may be appropriate for only LAs to be represented at the ResCG).

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The membership may be augmented, including by representatives from central government departments and agencies with a regional presence (such as MoD’s Joint Regional Liaison Officers) and other agencies such as utilities and transport operators. The ResCG will take place by teleconference and will be chaired by DCLG. DCLG will request confirmation of attendance and : a. issue a calling notice, including dial in details and agenda; b. circulate papers and other relevant information to committee members as necessary; and c. provide the formal record of discussions and decisions.

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Appendix ‘I’ Generic E-mail addresses for mandatory partners

Wiltshire Police [email protected]

SWAST [email protected]

Dorset & Wiltshire Fire and Rescue Service

[email protected]

Wiltshire Council [email protected]

Swindon Borough Council [email protected]

NHS England [email protected]

Public Health England [email protected]

Environment Agency [email protected]










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