An investigation by the Independent Office for Police Conduct (IOPC) has concluded that a police force should have flagged mental health services after a family rang about concerns for their son, instead of being advised to "call a locksmith."
The IOPC, which oversees complaints and incidents involving the police, said the response fell short of what was required when someone may be in need of mental health support. The watchdog's summary identified a missed opportunity to involve specialist services following the family's call.
The finding raises broader questions about how emergency and non-emergency calls that touch on mental health and welfare are triaged and handled by policing teams. The IOPC's statement underscores the importance of recognising when callers require a health-led response and of ensuring appropriate referrals are made.
The report is part of ongoing scrutiny of how forces deal with people in crisis and the interfaces between policing and health services. The IOPC's conclusions typically lead to recommendations aimed at improving practice, training or procedures, although the summary did not set out specific remedial measures in this case.
Police forces and health providers increasingly face pressure to coordinate responses to welfare and mental health incidents. The IOPC's finding will be closely watched by campaigners and service providers calling for clearer pathways so families and individuals in need are connected promptly with the right support.