Clear, role-based steps for declaring, commanding and closing a critical incident while protecting people, evidence and public confidence
The purpose of this guidance is to provide a single, coherent approach to handling a critical incident across the Home Office business areas of Immigration Enforcement, Border Force, Customer Services and the Illegal Migration Intake Unit (IMIU). It explains who should be contacted, how to decide whether an event is a critical incident, and the expected lifecycle from planning to recovery.
This version is identified as version 14.0 and was published for Home Office staff on 15 July 2026, so training and reference materials should reflect the policies and contacts set out here.
Scope, contacts and publication
This document aims to ensure consistent handling of events that fall outside normal business activity and could cause serious consequences.
For operational questions staff should approach their line manager first; where further clarification is required contact points include the IE National Command and Control Unit (NCCU), the Border Force National Command Centre (NCC), Customer Services Capability and the IMIU Standards, Safety and Wellbeing teams.
For editorial issues, formatting or navigation feedback, the Guidance Rules and Forms team is the correct channel. Maintaining clear, current contact routes supports a swift and coordinated response.
What constitutes a critical incident
A matter becomes a critical incident if it meets the agreed thresholds: risk of serious harm to individuals, a significant effect on communities or business continuity, a material loss of public confidence, or the requirement for specialist resources beyond routine capabilities. Incidents are classified in three practical categories: a local CI managed within one business area; an IE/BF/CS/IMIU national CI that affects multiple commands and requires a national command structure; and a cross Borders, Immigration and Citizenship (BICS) CI where response spans multiple directorates or agencies. Early recognition and timely declaration reduce escalation risk and protect evidence.
Types and immediate criteria
Anyone can declare a local CI, but doing so carries responsibility. You do not need conclusive proof to declare; perceived potential is sufficient. Mandatory reporting channels depend on the command: all Border Force incidents must be notified to the NCC, while IE and Customer Services incidents go to NCCU, and IMIU matters to the IMIU Coordination Hub. Declaring early preserves the golden hour opportunities to protect life, secure material and maintain witness accounts.
Command, decision frameworks and immediate actions
On declaration the structured command model activates: Gold (strategic), Silver (tactical) and Bronze (operational). Each role is centred on function rather than grade, with clear remits logged for accountability. Decision making must follow the National Decision Model (NDM) when Home Office commands are in sole control; if the event supports a major incident under multi-agency principles, the Joint Decision Model (JDM) applies. For multi-agency incidents employ the JESIP principles and the M/ETHANE reporting format to share situational awareness and coordinate resources.
Golden hour, logs and escalation
The initial period after a report is critical: actions taken in the golden hour preserve evidence, protect victims and stabilise the scene. Every decision, however minor, should be captured in a decision log maintained by a nominated loggist so that rationale and options are recorded for up to seven years. If an incident outgrows local capability, contact NCC(U) or the Coordination Hub</strong) immediately; they can help form a national command, open and maintain a CI log, and liaise with the Departmental Operations Centre (DOC) or Central Crisis Command (3C) where triggers are met for central escalation.
Return to normal, debrief and investigation
When objectives set by the Gold Commander are met the commander formally ends the incident; this must be recorded and broadcast through the command chain. All incident records and notes must be retained locally for seven years. A two-stage debrief is required: an immediate hot debrief focusing on welfare and outstanding risks, followed by a cold debrief at least 72 hours later to capture organisational learning. Debrief outputs and actions should be returned to the relevant central team to share lessons across commands.
Investigations can be internal or externally overseen by a designated Independent Investigating Authority (IIA) such as the IOPC, PIRC or PONI. The Professional Standards Unit (PSU) is the Appropriate Authority for referrals. Mandatory referral triggers include death or serious injury, serious sexual offences, serious corruption related to specified enforcement functions, and matters engaging Article 2 or Article 3 of the European Convention on Human Rights. Staff must avoid conferring on personal accounts where an investigation is likely, and record any essential discussions transparently. Support options such as the Employee Assistance Programme (EAP), TRiM and trained Mental Health First Aiders are available to those affected, and managers should signpost these services as needed.
