London Ambulance Service staff report 462 abuse incidents

Call handlers at the London Ambulance Service have been subjected to vulgar sexual abuse during emergency and non-emergency calls. In the year leading up to July 2026, employees reported a total of 462 incidents of sexual abuse. Around a third of these reports came from staff working in the 999 and 111 control rooms.

The abuse has had a significant impact on staff, with some requiring therapy. One 111 call handler needed therapeutic support after a distressing call, described as a 'sick call', repeatedly played on her mind. Snippets of calls shared reveal callers making explicit sexual comments, with one man stating he intended to masturbate to the sound of the handler's voice. The reported incidents are said to represent only a fraction of the actual abuse, as many instances go unreported.

Impact on Staff

Maiara, a 111 health adviser, described hearing sexual abuse frequently, particularly during evening and night shifts. She reported one caller who appeared to be performing a sexual act during an assessment, only to discover he had done the same to other advisers. This incident left her shocked and needing therapy. 999 call handler Monet Lobman-Edghill highlighted the emotional toll, stating, "You never know what the next call will bring and it can catch you off guard. We are human beings at the other end of the line, we are not robots, we are not AI. We are here to help, so please be kind to us."

Another call handler, Minnie Aidoo, recounted dealing with a persistent caller who made inappropriate sexual noises when a female handler answered but would end the call if a male handler took over. She expressed her initial confusion, wondering if the caller was in pain, before realising the nature of his behaviour.

Service Response

Jason Killens KAM, Chief Executive of London Ambulance Service, stated that staff come to work to help people and should not face such harassment. He emphasised that these calls can be distressing and take time away from assisting patients in genuine need. The service has a clear message to callers: "Respect the person who answers. Sexual harassment and abuse are not part of the job and we will not accept it."

The London Ambulance Service operates a violence reduction unit that examines every reported incident. This team tracks patterns, identifies repeat callers, and assists colleagues in securing evidence. The unit collaborates with the police and criminal justice partners to pursue action against offenders when a crime may have been committed.