Police told family to call a locksmith instead of mental health services

A family that had called the police for help with their son’s mental health crisis was instructed to contact a locksmith rather than a crisis team, a finding that the Independent Office for Police Conduct (IOPC) said should have prompted a referral to mental‑health services.

When the emergency line was dialled, officers arrived at the house and assessed that the young man might pose a danger to himself or others. The officers then advised the family that a locksmith could secure the premises, a move that left the family without professional mental‑health support.

family standing in front of a suburban house

According to the BBC, the IOPC investigation concluded that the police response failed to trigger the standard protocols that usually involve a mental‑health assessment or a referral to a crisis team.

Gaps in the crisis‑response system

The incident highlights long‑standing problems in the United Kingdom’s approach to mental‑health emergencies. Crisis teams, which are designed to intervene when people are at risk of self‑harm or harm to others, are still unevenly distributed across the country and often suffer from staffing shortages.

In many areas, families find themselves as the first responders to a loved one’s acute episode, and without a clear path to professional help they may have to rely on emergency services that are not equipped to treat mental‑health conditions.

Police‑mental‑health partnership under review

Following the IOPC report, the police force that handled the call has pledged to review its protocols. Officials say they will work more closely with local health authorities to ensure that mental‑health referrals are made automatically when a potential risk is identified.

Nationally, the government has announced an increase in funding for crisis‑lines and the expansion of community mental‑health teams. The Department of Health has said the new money will help reduce waiting times and improve training for frontline staff.

What families can do in the meantime

Health professionals are advising families to keep a list of crisis contacts handy, including the 111 helpline and local mental‑health crisis teams. They also recommend that anyone who feels a loved one is at risk of self‑harm should seek professional help immediately, even if it means calling a police officer and insisting on a mental‑health assessment.

The IOPC report is expected to be published later this month, and it will contain detailed recommendations for how police forces can better integrate mental‑health expertise into emergency responses. The incident has sparked a broader conversation about the need for a national system that can match the urgency of a mental‑health crisis with the right resources.

Police forces are already looking at ways to embed mental‑health professionals in their teams, a model that has been used successfully in a few localities. If adopted nationwide, it could mean that a family in crisis would be directed straight to a qualified counsellor or psychiatrist, rather than to a locksmith or a waiting room.