07/04/2026
The First Call
When a loved one dies, the families we support will, among other things, need to make what is known as a “first call.”
This is the initial contact with the Funeral Director they have chosen.
For many families, this phone call can feel understandably overwhelming and may mark the moment when the reality of their loss begins to feel especially present.
During the call, a member of our team will offer their condolences and support to the family before gently guiding them through the next steps.
To ensure we can provide the most appropriate advice and care, we will ask a number of questions. Some examples are outlined below:
Caller’s details
We will ask for the caller’s name, address, contact number, and their relationship to the person who has sadly passed away.
Details of the person who has died
This will include their full name, address, age, date of birth, date of death, place of death, and their religion.
Next of kin details
If different from the person making the call, we will ask for the next of kin’s name, address, and contact number.
Funeral plan information
We will discuss whether the person who has died had a pre-arranged funeral plan. If so, we will ask for the plan number, along with the address where they were resident when the plan was arranged.
Initial funeral preferences
At this stage, we will only ask for limited information regarding the type of funeral, such as whether burial or cremation is being considered.
Medical clearance
If your loved one has passed away at home or in a care setting, we will ask whether a medical professional has confirmed the death and that they are able to be brought into our care. This is simply to ensure we proceed appropriately and at the right time.
We understand that taking this first step can be difficult, and we are grateful for any information you are able to share during the call. This helps us to provide the most appropriate support and guidance moving forward.
Please be assured there is no need to rush; we will take as much time as you need and support you at a pace that feels right for you.
