Recommendation 1
IOPC recommendationThe IOPC recommends that the Metropolitan Police Service (MPS) reviews and updates its call handling policy to ensure its policy complies with the National Standards for Incident Recording (NSIR).
This recommendation has arisen as a result of a review of the MPS's handling of a complaint. Three MPS call handlers followed force policy when refusing to transfer the complainant's 999 call to the relevant force. In this instance, no police response was provided. The complaint’s husband was subsequently found deceased.
The policy reflected technological limitations associated with the MPS phone lines at that time. Despite the technological limitations being overcome, the MPS has maintained its policy to not transfer urgent calls. Although the call handlers were following policy, the IOPC found that the MPS had misapplied the NSIR and that 999 calls may need to be transferred. The College of Policing also indicated the NSIR guidance does not prevent 999 calls being transferred.
The IOPC has concerns over how the MPS has applied national guidance into its own policies and procedures. By reviewing and amending the current guidance, the MPS can better equip themselves to respond to future 999 incidents in neighbouring forces.
Accepted
In considering this recommendation, the MPS has clarified the interaction between the National Standards for Incident Recording (NSIR), which govern the transfer of incident information between forces, and the Public Emergency Call Service (PECS) Code of Practice, which governs the national 999 call infrastructure. Both frameworks are relevant to the handling of misrouted emergency calls and inform how forces manage these incidents in practice.
As part of this review, the MPS examined internal guidance and training materials and sought clarification from BT regarding the application of the PECS Code of Practice within the national emergency call infrastructure.
During this review the MPS confirmed that there was no formal policy prohibiting the transfer of 999 calls to other forces. The material referenced during the investigation reflected the operational characteristics of the legacy telephony platform. While live transfer of 999 calls between forces was technically possible, it required additional system ports and therefore carried a risk of capacity constraints during periods of high demand. The established operational practice was therefore for call handlers to take relevant details and pass them to the appropriate force, in line with the requirements set out in NSIR section 1.11 regarding incidents occurring in another force area. This ensured system resilience and maintained availability for incoming emergency calls.
Clarification from BT during this review confirmed that the handling of misrouted emergency calls in this manner is also consistent with the PECS framework governing the national emergency call infrastructure. Under PECS, where a 999 call is misrouted the receiving force should take the call and pass the relevant details to the appropriate force, rather than onward transferring the live call. This approach helps avoid technical risks within the national emergency call network, including duplication of calls, incorrect representation of abandoned calls and other potential infrastructure issues.
The review therefore confirmed that the operational practice adopted by MetCC was consistent with both NSIR and the PECS framework governing the national emergency call infrastructure.
This review identified that some language within internal guidance reflected historic technical limitations. The relevant guidance has therefore been updated to remove references to the legacy telephone platform and to emsure it clearly reflects the requirements set out within NSIR and the PECS framework.
Given the broader national implications of transferring live 999 calls, the matter has been referred to NPCC colleagues who are liaising with BT and the National Contact Management Steering Group. BT have indicated a willingness to explore potential technical options, although this will require further feasibility work and national agreement before any operational change could be implemented. NPCC are seeking to implement any agreed solution before Summer 2026, although a definitive timetable has not yet been agreed and delivery will ultimately depend on BT’s capability and planning. This work will support a consistent approach across forces and emergency services and reduce the risk of divergence from the PECS Code of Practice.