What is Right Care, Right Person and Why is it Important that Housing Staff Know Who to Call?

On 15 October 2025, a Prevention of Future Deaths Report (PFD) was made by the Senior Coroner of Manchester North and sent to  the College of Policing following the inquest into the death of Katie Overd. 

Unfortunately PFD's of this type are not unusual and it adds to a growing number of PFDs issued by coroners across England in respect of the "Right Care, Right Person" (RCRP) approach that has been adopted by the police and other emergency services. 

Within this article we consider what the RCRP approach is any why frontline housing staff should know about it. 

The Coroner's Concerns

The Coroner raised numerous concerns around the way in which emergency services managed the calls for help by the family. The family explained in evidence that it was their understanding (as is the understanding of most people) that if there is an emergency situation, such as concerns for their welfare, you call the Police. 

The focus of the PFD was the decision not to actively publicise the RCRP approach. The Coroner expressed concerns that this may cause a delay in seeking speedy assistance as effectively this may now cause a delay in the right service being contacted when there are serious concerns about an individual's health and safety. 

Sadly, the evidence in the inquest was that the calls made to emergency services were likely too late in this case but this may not be the same in other circumstances.

What is Right Care, Right Person?

RCRP is a partnership approach that was introduced and adopted in July 2023 by numerous agencies, covering the number police forces and NHS Trusts. 

The aim of  RCRP was, and continues to be, an effort to ensure that people who are in the midst of a mental health crisis get timely access to appropriate services, and to limit the involvement of the police in incidents where they are not the right agency. 

Two years on, there is still confusion around the right emergency service to call, with the majority of people making these calls asking for help from the police. 

Why is this relevant for Housing Providers?

Sadly, we often deal with inquests where calls have been made to the emergency services to report a concern for welfare and the police inform the caller that they are not the appropriate service. What this means is that the call has to be terminated and 999 dialled again to try to get through to the ambulance service. For some cases, a difference of 5 minutes can be the difference between life and death. 

In order to avoid delays, front line housing staff should know what service to contact depending on the situation. In emergency situations, decisions are being made at pace which means that it is essential that staff know what to do and who to contact without hesitation. Being aware of the correct service to call can lead to a timely response from the right professional and a person at risk being saved from harm. 

Should you need any advice in respect of the above or inquests in general, please do not hesitate to get in touch with Narin Masera.