What to do if you get lost

Make a plan that suits you

Choose the places you want to go and the support that helps you travel. You might practise a route with someone, use pictures of landmarks or agree where to meet if separated. Save a trusted contact in your phone and keep a written number too. Charge your phone before leaving. Agree what to do if plans change, your phone fails or a usual route closes. A plan should support your choices rather than automatically stop you going out.

Pause somewhere safe

If you are unsure where you are, pause and give yourself time. Move away from traffic, platform edges or other immediate hazards. If it is safe, go into an open, staffed place such as a shop, library or station. Staying in a safe place can make it easier for someone to find you. You do not have to keep walking and guessing. If the place feels unsafe, seek staff or emergency help.

Ask the right person for help

Speak to a shop assistant at a counter, station or bus staff, a police officer or another trusted person. You could say: I am lost. Please help me contact someone I trust. A communication aid or written message can help. Some areas have a Safe Places scheme, with a sign at participating venues. Check local arrangements beforehand. You can still ask staff for help if you cannot find a Safe Places sign.

Use your phone or contact card

Tell your trusted contact the shop or station name, street name or a nearby landmark. Staff may help explain where you are. If you choose, share your phone location with that trusted person, but check it matches your surroundings. If the battery is low, make the help call promptly and say the phone may switch off. A small card could give your first name, chosen contact number and a short help message. Include only information needed to get help.

If your phone does not work

Ask staff to call the number on your card or contact a suitable support service. You can show a written message if speaking is difficult. Stay with helpful staff in a public area while a safe next step is arranged. You do not need to give someone your phone password or bank details to ask for help. Do not feel pressured to leave with an unfamiliar person or get into their car. Ask staff to check arrangements with your trusted contact.

When to contact the police

Call 999 if you are in immediate danger or need urgent emergency help. Ask someone nearby to call if you cannot. If you need police help and it is not an emergency, call 101. Supporters should call 999 when a missing person is in immediate danger or vulnerable to harm; otherwise they can report through 101 or the police online service. Explain the actual risks, such as illness, missing essential medicine, dangerous weather or difficulty seeking help.

If someone you support is missing

There is no rule requiring a 24-hour wait. Use the person’s agreed plan and consider what is unusual and what danger they may face. Try contact numbers and check likely safe places if appropriate, but do not delay urgent reporting while searching. Give police the last known place and time, a recent photo, clothing description and relevant communication or health needs. A tracker may help but is not a reason to delay. Tell police promptly if the person returns or is found.

After you are safe

Getting lost is not a reason to be blamed or punished. Take time to recover, then discuss what helped and what could be easier next time. Check whether signs, route changes, phone problems, anxiety or unmet access needs contributed. Update your plan with your choices at the centre. Adults have a right to privacy; choosing time alone is not automatically an emergency. If you feel unsafe returning home, tell the police or another trusted professional rather than being pressured to return.

If you get lost

Before you go

Pause safely

Find staff

Ask for help

Contact someone you trust

Use your contact card

Emergency help

If someone is missing

Plan the next journey

What you can do next

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