It's not just about emergencies - an update on our 101 call-handling performance

Earlier this week we updated you about how we have improved our 999 call handling times over the past 10 months. 

We’ve also made similar improvements to our non-emergency calls.

We know it can be frustrating when you can’t get through, and we understand this. But there are a lot of myths out there about the length of call waiting times.

Superintendent Fee Willey, head of Customer Contact, summarises our 101 performance and how we are working to provide a better service to the public.

“We know that our 101 performance is something that has become a bit of an urban myth. Some of the criticism has been fair, but some not so. We often see comments on our social media pages from members of the public saying that ‘there’s no point phoning the police on 101, they just leave you waiting for hours’. Well, our 101 performance over recent months is busting that myth.

“In September 2022 we answered only 42% of our 101 calls in two minutes. Our aim is to answer 80% of 101 calls within two minutes. Clearly, we were not performing well.

“However, by July 2023, we were answering 78% of the same number of 101 calls (18,000 in the month) within two minutes and fewer people were opting for call backs on our call back service.

“Yes, we now have more operators in the Control Room, but a big part in the improved performance has been the support given by our Customer Service Officers who operate our public-facing reception desks across our police stations. Along with our operator service, they have removed around 30 percent of demand from our Force Control Room. That support, combined with a review of our processes is helping to hugely improve our call handling time.

“We sincerely hope – in the nicest possible way - that you never have to call us, but in the event that you do, our service will be much better than that perceived on social media.”

“Hopefully the public will see and feel the improvements and we appreciate feedback to help us identify where we can continue to improve, to build the confidence of our communities and keep people safe.”

If you would like to join our team, we are recruiting for communications officers in our control room. Watch the video and see if it's for you