Recommendation - Avon and Somerset Constabulary, June 2025

The IOPC recommends that Avon and Somerset Constabulary should put in place a process to ensure the control room telephone number is displayed to callers during a threat-to-life incident or a voice message is left enabling them to call back if their initial call is missed. 

This recommendation follows a review where Avon and Somerset Constabulary received a 999 call from Surrey Police advising them of a female self-harming and overdosing on the phone to her friend.

At that time her address was unknown, and the female refused to provide it to her friend. It was believed that she was living in an address in Bristol. Both Surrey Police and Avon and Somerset Constabulary made telephone calls to the parents of the female in distress, however the caller ID was withheld and no voicemail was left. Therefore, the parents of the female in danger were not aware of the critical nature of the police call and could not call the police back.

It was established during the force’s investigation that Avon and Somerset Constabulary do not have a specific process in place regarding the use of withheld phone numbers or leaving voice messages. Therefore, to ensure effective lines of communication in an emergency situation, the force should put appropriate measures in place.  

Accepted

We have discussed this with the communications centre manager for Avon and Somerset Constabulary. They will be writing a policy/guidance about leaving messages enabling people to call back if they have been unable to answer our call.

Once this is complete, this will be communicated to communications, response, neighbourhoods and CID staff.