What to do when someone dies
Bringing your loved one into our care
If you are unsure who needs to attend first, read What, when & where for immediate guidance based on the circumstances.
For information about the legal record, death certificates and the documents required for burial or cremation, read Registering the death.
When your loved one can be brought into our care depends on the circumstances:
- following an expected death at home or in a care setting, the death must first be verified;
- following a death in hospital, the hospital must complete its release process;
- where the coroner is involved, the coroner must authorise release.
When you call, we will ask where the person is, whether the death was expected and whether the hospital, Medical Examiner or coroner is involved. We will then explain when the transfer can take place and what will happen when our team arrives.
We will treat the person who has died, their home and those present with dignity and discretion.
What happens after they arrive in our care
We will let you know when your loved one has arrived safely with us.
They will be cared for in appropriate facilities while the necessary paperwork and funeral arrangements are completed. We will also establish whether there are any immediate religious, cultural, personal or practical requirements that we need to follow.
We will arrange a suitable time to discuss the funeral and explain:
- the choices available
- any decisions that are time-sensitive
- what can be decided later
- the expected timescales
- the likely costs
- what will happen before the funeral.
Visiting your loved one
Many families value the opportunity to spend time with the person who has died before the funeral. Others prefer to remember them as they were. There is no expectation either way.
Visits to our chapel of rest are arranged by appointment so that you have privacy and enough time.
We will discuss:
- when a visit may be possible
- clothing and personal items
- whether family members would like to be involved in any preparations;
- any faith or cultural requirements
- what to expect when you visit.
The circumstances of the death and the condition of the person may affect what is possible. We will explain this honestly and sensitively.
Keeping someone at home or bringing them home
Some families ask whether the person who has died can remain at home for a while or return home before the funeral.
This may be possible in some circumstances, but it needs to be considered carefully. The decision can depend on the person’s condition, the time before the funeral, the home environment, the care required and whether any medical or legal restrictions apply.
Tell us as early as possible if this matters to you. We will explain what is practical and help you make an informed decision.
Embalming and other care choices
The care provided should reflect the person, the circumstances and the family’s wishes.
Embalming is one possible care choice. It may be considered where a family wishes to visit the person, where there will be a longer period before the funeral or where repatriation or other circumstances require additional preparation.
It is not carried out automatically. We will explain what it involves, whether it may be helpful and any alternatives before asking for your permission.
Other care choices may include:
- washing and dressing
- using the person’s own clothing
- hair, makeup or personal presentation
- religious or cultural preparation
- placing personal items with the person
- involving family members where appropriate.
Talk to someone who can help
If someone has died or you need immediate guidance, call either of our branch numbers for 24-hour assistance.
You do not need to know what to ask. We will take you through the next steps.
For non-urgent enquiries, you can request an estimate or contact us online. We will respond during office hours 09:00-16:00.