Support if you have a visual impairment

If you are blind, partially sighted or otherwise vulnerable and need to request, or are expecting police attendance, request our Visual Impairment Protocol.

Requesting the protocol will help you stay safe and give you confidence that the person arriving at your door is a genuine police officer. Follow the guidance below to request support, depending on your scenario.

Note, that in an emergency where an immediate response is required this process will not be followed. In this instance, a call handler will remain on the phone until the police arrive.

Reporting the incident through 101 or 999

If you report the incident to Avon and Somerset Police by dialling 101 (non-emergency) or 999 (emergency) and are requesting a police officer to attend, follow the steps below.

1. Step 1 : Inform the call handler Hide Show

   Tell the call handler you have a visual impairment, or consider yourself vulnerable. You will be asked if you would like to use the Visual Impairment Protocol.

2. Step 2 : Choose a password Hide Show

   If you say yes, you will be asked to choose a memorable one-time password.

3. Step 3 : Password is passed to the visiting officer Hide Show

   The call handler will give the password to the officer visiting your address.

4. Step 4 : Ask for the password Hide Show

   When the officer arrives, ask them for the password before letting them in.

   If they give the wrong password, or no password at all, do not let them in and call 101 to explain you cannot verify the identity of the person at your door.

If an officer arrives unexpectedly

1. Step 1 : Confirm their identity Hide Show

   Tell the officer you would like to confirm their identity.

   Without letting them in, ask for their:

   • collar number
   • the reason for their visit or a log number, if one is available

   Record these details in a way that works best for you.

2. Step 2 : Call 101 Hide Show

   Call 101 and ask to use the Visual Impairment Protocol.

   Give the call handler the information the officer provided.

3. Step 3 : Welcome the officer in, or politely decline Hide Show

   If the details are confirmed by the call handler, you can let the officer in.

   If the call handler cannot confirm the details the officer has provided, politely decline their request to enter your address.

    

Contacting the police if you are Deaf or find it hard to communicate

There are several ways to contact the police if you are Deaf, hard of hearing, deafblind or have a speech impairment. Further information can be found on our Contacting the police if you are Deaf or find it hard to communicate page.