Compassion and care: how court custody staff can shape detainees’ experience

Court custody facilities are often overlooked in discussions about detainee welfare, yet they play a critical role in shaping the experience of individuals when they are often at their most vulnerable.

We carry out three inspections of court custody suites across England and Wales every year. These are complicated inspections because there are at least three main agencies (HM Courts & Tribunals Service, Prisoner Escort and Custody Services and a contracted supplier – either Serco or GEOAmey) responsible for making sure services not only meet the needs of detainees, but that they deliver court business efficiently.  

When we first started inspecting court custody facilities, relationships between the agencies were really underdeveloped, with little understanding of the impact that disjointed silo working was having on detainees. Since then, communication and collaboration has improved enormously, with the agencies responding positively to our inspections to improve the detainee experience. The previous unnecessary blanket approach to handcuffing and searching detainees has reduced, there has been recognition that children should be supported by specially trained staff, detainees who are unwell now have access to a responsive health service, women can easily get hold of sanitary items, and there are fidget toys for neurodivergent detainees.

Of course, the picture is not uniformly positive. In some areas, we find that while staff are hardworking, polite and kind, systemic issues often undermine their efforts. Detainees frequently arrive late to court or remain in custody for too long which can be hugely frustrating, particularly for those who have poor mental health, neurodivergence or may be withdrawing from substances.

Custody facilities were never designed for prolonged stays and conditions in the cells are often poor due to a lack of investment and decay over the years. Although they may be located in grand buildings we regularly find that they are old, poorly maintained and unloved. Cells can be small and cramped with little or no natural light, and their subterranean nature means they are sometimes damp. Hard, uncomfortable wooden benches provide the only seating and there are no cushions, even for the elderly, pregnant or those with limited mobility.

Despite this we overwhelmingly find that detainees feel cared for, and staff interactions are generally very good. Staff humanise detainees, are non-judgemental and take the time to talk, helping to relieve tension. They are generally alert to changes in mood and demeanour and understand how vulnerable detainees can be, especially when they are locked in a cell with no sense of agency or passing time. This undoubtedly contributes to the low levels of force being used. It’s amazing what can be achieved with a few kind words, a cup of tea and some biscuits.

Ultimately, the quality of these relationships has the power to mitigate the poor conditions and time spent in uncomfortable cells. The best outcomes we observe are where staff feel able to act with compassion, supported by clear policies and adequate resources. As we continue our work, it is vital that this culture of care informs future improvements. Investing in better facilities and continuing to embed a person-centred approach will not only enhance detainee welfare but also uphold the values of justice and dignity at every stage of the custodial process.