Jo Youle has images throughout her workplace. Cheerful visages – some youthful, some aged – gaze upon her as she goes about her tasks. Yet, these are not the faces of acquaintances or relatives; they belong to complete strangers.
Jo serves as the Chief Executive Officer of Missing People, an organization founded in 1986 by sisters Mary Asprey and Janet Newman following the vanishing of real estate agent Suzy Lamplugh. Since then, the charity has aided the families of notable missing individuals such as Claudia Lawrence, Andrew Gosden, and Lee Boxell. Their posters are among those displayed throughout Jo’s workspace.
‘Having these photographs present serves as a continual reminder of the struggles families endure,’ she tells Metro. ‘Every time I traverse down the hallway, the faces of these individuals linger in my thoughts.’
Annually in the UK, 170,000 individuals are reported as missing; that translates to one person every 90 seconds.
For six years, Martha McBrier has been answering calls from missing persons and their families seeking assistance. With a calming Scottish accent, the helplines manager at Missing People inquires how she can assist each caller.
Metro converses with Martha shortly after 10am, by which time she has spoken with a distraught father whose 15-year-old daughter has gone missing and a woman who has fled from a mental health unit.
‘Calls can range from individuals simply expressing a desire to escape to, “my son is missing, and I feel helpless,”’ explains Martha. ‘The issue of going missing encompasses various layers. We address all those layers on a daily basis.’
When a person disappears, Missing People coordinates support from the area where they were last observed. With just a few clicks, postal workers, park attendants, and managers of day centers receive discreet notifications containing a brief description of the missing person. The charity also operates TextSafe, in collaboration with Samaritans, which delivers a message to the phone of an individual who has raised concerns regarding their mental health.
More often than not, the missing individual returns home following public appeals.
‘At times, they inform us about their experiences,’ adds Martha. ‘Individuals reach out to say, “I was taken to a hospital, and I won’t run away again.” Young people often send heartfelt texts, and one memorable message was, “Thank you for listening to me; nobody else does,” followed by a little “x.”’
When Missing People issues appeals for search assistance, the public can also contribute by disseminating the charity’s posters or social media posts.
Following the disappearance of British teenager Jay Slater in Tenerife this summer, conspiracy theories overran social media as amateur detectives made light of the 19-year-old’s situation. Meanwhile, the family of Nicola Bulley, who went missing while walking her dog in Lancashire in January 2023, had to issue a plea urging the public to refrain from speculating about the personal life of the missing mother.
‘In the absence of a clear explanation for an individual’s disappearance, the inherent mystery often captivates public interest,’ Jo elaborates, returning to her office.
‘Most of the time, that intrigue proves beneficial, as it often leads to the discovery of missing individuals. We encourage public involvement in our efforts to find people.’
Become Digital Search Heroes and assist in sharing appeals online. However, we wish to avoid unnecessary speculation or personal interpretations, especially during such a distressing period for families of missing individuals.
The majority of missing adults do so because of mental health challenges. Some choose to vanish, occasionally to escape a high-pressure environment at home. Ultimately, unless a significant safeguarding concern arises, helpline personnel acknowledge and respect that decision. Missing People’s latest initiative emphasizes, ‘If you’re contemplating going missing, please contact us first.’
Jo elaborates: ‘Ideally, individuals wouldn’t feel that disappearing is their sole option. Unfortunately, they do. When people go missing, they sever ties with their safety net of acquaintances, rendering themselves vulnerable. Thus, it’s crucial for us to be available to discuss how things might function and how they can receive support. The reality is, most people return after being missing; there’s a prevalent misconception regarding how many individuals [return home] and experience reunification.’
Kirsty Hillman plays a pivotal role in orchestrating many of these reunifications. Often referred to as ‘the genuine Davina McCall’ [alluding to the television programme Long Lost Families], she operates at the charity’s Lost Contact desk—reuniting family members who have simply lost touch.
‘We address the varied issues that contribute to individuals going missing,’ Kirsty, who has a background in events, tells Metro. ‘These could include addiction, homelessness, or complicated divorces. Quite often, it happens during transitional phases that generate thoughts like “I can’t reach my sister to inform her that mom has passed” or even, “I have a child and I would love to tell dad he’s now a grandparent.”’
A remarkable case for Kirsty occurred over Christmas when she facilitated the reunion of two brothers, one residing in London and the other in Australia, who hadn’t communicated since 1987. She also recalls an experience prior to the Covid pandemic, where a mother and son, estranged due to divorce, were connected again after seven years and spent the lockdown together.
Kirsty only requires a name, date of birth, and last known address to begin the process. Once an individual is located, agencies commence their work, and a letter containing Missing People’s contact information will be dispatched. Reactions can vary widely.
‘Occasionally, when we locate someone, they express, “No, I don’t wish to communicate with them ever again,” and I wholeheartedly respect that—ensuring them their information remains confidential and that they are in control,’ Kirsty clarifies. ‘However, there are often touching moments where individuals are immensely grateful for the opportunity to reconnect with someone they had lost touch with.
‘Just this Christmas, a man in Australia reached out after his attempts to contact his father in England went unanswered for eight months. It turned out the father had, unbeknownst to his son, been struggling with dementia. He was found wandering the streets, disoriented, and was taken to a care facility where he received no visitors. He had mentioned to the staff that he had a son, but they were unable to locate him. We successfully facilitated their reconnection, and it was truly heartwarming.’
The intimate connection that the Missing People team fosters with the families they assist is palpable.
At Belen Pavani-Sattin’s desk, the wall behind the call handler’s phone is adorned with thank-you notes from families she has aided—be it by offering a listening ear, supporting them during an inquest, or helping them prepare for a funeral.
‘Our role isn’t to give judgments or express opinions; our purpose is to listen,’ Belen, who is involved in frontline services, shares with Metro. ‘Individuals who approach us are often in dire situations. My response is, “Tell me what you require. If I lack the answer, I will seek it.” Some individuals may want to discuss their missing loved ones in the past tense, whereas others may prefer to focus on the present. I take cues from them. We aim to support them without condescension and assure them that their voices will be acknowledged.’
Belen, originally hailing from Barcelona, Spain, recalls a poignant moment when a foreign mother, unable to locate her missing daughter, expressed to her, ‘You are the sole person listening to me.’
Sign up for this year’s Metro Lifeline challenge
Someone goes missing in the UK every 90 seconds. This translates to 170,000 families experiencing loneliness, fear, and uncertainty each year.
Missing People is the singular charity in the UK dedicated to reconnecting missing individuals with their families, which is why this year Metro is honored to support them in our 2025 Lifeline campaign.
To assist in raising crucial funds for this charity, we encourage you to join us on 3 May for a breathtaking 25km, 53km, or 106km hike across the stunning Isle of Wight.
Registration begins at merely £15 with a fundraising minimum of £240 (25km) / £360 (53km). Alternatively, you may opt to cover your registration fee and establish your own fundraising goal.
Whether you decide to participate as part of a group or on your own, as a member of Team Lifeline, you’ll receive ample support and guidance, ensuring that each step you take significantly impacts helping those awaiting the return of their loved ones.
In addition to their knowledgeable staff, Missing People also relies on the efforts of dedicated volunteers. One such volunteer is Sarah Allan, who supports nine families with missing relatives.
‘Often during Christmas, these families remain at home all day, waiting anxiously for the return of their missing family member,’ Sarah tells Metro. ‘Many choose not to relocate, hopeful that their loved one may return. I assist one couple whose son has been missing for 15 years. They recently welcomed a grandchild, which brings them immense joy, but they carry the sorrow of knowing that the child’s missing uncle will never share in this experience.’
Looking ahead, Missing People seeks to enhance public understanding and delve into the factors that lead individuals to go missing. A current study is examining the increased likelihood of disappearance among individuals on the autism spectrum, for example.
‘Disappearance is a crisis that could affect anyone,’ asserts Jo, who became the CEO of Missing People in 2012. ‘However, I possess a sense of optimism for the future. Whenever I address an audience at an event, people show genuine interest because they truly care.
‘When individuals contribute, whether it’s £1 or £100,000, they do so from a desire to assist us in supporting the missing and their families. Our ability to do this relies entirely on fundraising efforts, donations, participation in People’s Postcode Lottery, and bequests in Wills.’
As visitors and personnel exit the Missing People office situated in south-west London, they encounter a ‘Messages of Hope’ notice board brimming with encouragement from the charity’s supporters. ‘Where there’s hope, there’s love, so never lose heart,’ one message states. ‘I hope this note provides you solace and assists you in enduring another day,’ reads another.
A sizable ‘family tree’ is also displayed in the office, with branches adorning the wall. Families of the missing inscribe messages on leaves and affix them in memory of their loved ones. Messages from the parents of Quentin Godwin; a 19-year-old who vanished in New Zealand; Katrice Lee, a British toddler missing since 1981, and Kevin Mills, a 24-year-old who left his family home in Peterborough without returning, are among those displayed.
Every unresolved disappearance weighs heavily on the mind of Kate Graham, the head of communications at Missing People. She has coordinated Metro’s visit to the charity’s headquarters.
‘I am a mother of two daughters, aged 27 and 24 now,’ she shares with Metro before departing. ‘This position has undoubtedly influenced my parenting approach; navigating this topic without allowing it to overshadow my responsibilities has been a challenge. I find myself having to restrain my instinct to overprotect them, even now, due to my heightened awareness of the potential dangers in the world.
‘Nonetheless, I am surrounded by extraordinary individuals. The atmosphere here is incredibly supportive, with everyone united for a worthy cause and sincerely aiming to make a difference.
‘Although humanity can sometimes appear dark, I witness an immense amount of goodness in the world, a truth I am reminded of every single day.’
Do you have a story to share? Reach out by emailing Kirsten.Robertson@metro.co.uk
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