Police Scotland call centre failings highlighted in report on M9 deaths

Police Scotland has been admonished in a report on its failure to follow up on a car crash which resulted in two deaths.

The review conducted by HM Inspectorate of Constabulary Scotland (HMICS) has found there were too few staff at the call handling centre when it received a report of a crashed car on the M9 in July.

Officers took three days to find John Yuill, who, by that time, was dead, and Lamara Bell, 25, who was still alive but later died in hospital.

A member of the public had reported the crash to the Bilston Glen call centre outside of Edinburgh.

HMICS’ report found the level of performance at the centre was low because insufficient staff were available after the work was transferred from Stirling and Glenrothes.

It also found some handlers were being pressured into ending calls quickly and that calls were being prioritised based on available resources.

Some staff were also noting information on paper rather than recording it on the computer system. The report noted that the “stability” of the interim computer system was “in question” and suggested new technology be implemented.

HM Inspector of Constabulary Derek Penman said: “The oversight of this project has been inadequate with key risks and other issues not being identified or highlighted to senior managers.

“There was an initial focus on meeting deadlines and increased productivity rather than a well-managed project with a focus on customer service, good staff relations and thorough process design.”

The Police Investigations and Review Commissioner (PIRC) is undertaking a separate review into the incident.

Deputy chief constable Rose Fitzpatrick said: “We co-operated fully with the HMICS review and will now be implementing the recommendations through a detailed and comprehensive action plan, scrutinised by the Scottish Police Authority.”