'Significant improvement' in 999 and 101 service in Devon and Cornwall

New figures have been released today

Author: Sophie SquiresPublished 15th Jan 2025
Last updated 15th Jan 2025

Devon and Cornwall Police says it has "significantly improved" the speed at which it answers 999 calls and 101 contact.

It places the Force as ninth fastest to respond to emergency calls in November 2024 compared to 44 other Forces.

In 2024, 94.2% of 999 calls were answered within the threshold of 10 seconds, an improvement of 5.8% compared to 2023.

In the second half of the year, the average wait time for 101 calls was 3 minutes 43 seconds, almost 27 minutes quicker than same period the previous year.

Devon and Cornwall Police received over 69,000 reports through its website in 2024. The Force said across the whole year, the average wait time was less than 12 hours. This dropped to just under five hours in December 2024.

It said by switching from taking reports by email to nationally standardised forms, the control room can now take more thorough and accurate information at the initial point of contact, saving time for members of the public.

"We will continue to improve our contact with the public"

Assistant Chief Constable Nikki Leaper said: "These rapid improvements in our handling of emergency and non-emergency contact from the public are proof of the continued hard work and dedication of officers and staff across all areas of the control room and at our front offices.

"People should feel confident that Devon and Cornwall Police can deliver the service our communities deserve. However, we recognise that past experiences of delays and queues may affect people’s perceptions.

"Our recent performance is excellent, but we will not be complacent. If you’re not receiving a good service, I am keen to hear your feedback."

Last September the Force was formally discharged by His Majesty’s Inspectorate of Constabulary and Fire and Rescue Services (HMICFRS) from the Engage phase of enhanced monitoring in relation to contacting the Force, following the Inspectorate’s concerns regarding emergency and non-emergency calls.

In discharging the Force, the Inspectorate noted that Devon and Cornwall Police had made "significant and sustainable improvements".

Devon and Cornwall Police and Crime Commissioner Alison Hernandez said: "In 2017 I set a strategic ambition to improve connectivity between Devon and Cornwall Police and the public it serves.

"That strategy has been backed by significant investment in reopening 18 police enquiry offices and recruiting and training contact officers whose front-line role is crucial to policing.

"I am delighted that the hard work and investment by our communities via their council tax precept is finally paying dividends. However, we cannot be complacent and I will work with the Chief Constable to ensure that the service improvements continue."

Devon and Cornwall Police adds that it has also been working with the NHS and social care providers across the two counties to implement "Right Care, Right Person", a process to ensure that individuals who are experiencing poor mental health get the support they need from the relevant agency, which it says is often not the police.

It said that control room staff are trained to assess the situation and provide the caller with guidance if the threshold for police attendance is not met.

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