101 Service (10931_16)

Request

For each year since the 101 non-emergency phone services was launched in your force area, I would like to know:

  1. a) The total number of calls received
  2. b) The average waiting time before a call is answered
  3. c) The number of people either cut off or who hung up before their call was answered
  4. d) The longest period of time someone has had to wait before their call was answered

Response

Please see attached (10931_attachment_01.pdf). Unfortunately though, data prior to October 2013 are not available for all parts of your request.

We have seen a large increase in the number of calls to the non-emergency 101 number: July saw the highest ever volume of calls – almost 95,000 – which is up more than 20 per cent on the same month last year.

Our busy summer period, where we traditionally see an increase in demand, has coincided with pressure on staffing levels and regrettably that’s resulted in a significant number of calls going unanswered. We are in the middle of a recruitment and training programme to boost call handler numbers and hope to see improvements over coming months.

Every effort is made to ensure that the figures presented are accurate and complete. However, it is important to note that these data have been extracted from a number of data sources used by forces for police purposes. The detail collected to respond specifically to your request is subject to the inaccuracies inherent in any large scale recording system. As a consequence, care should be taken to ensure data collection processes and their inevitable limitations are taken into account when interpreting those data.

The figures provided therefore are our best interpretation of relevance of data to your request, but you should be aware that the collation of figures for ad hoc requests may have limitations and this should be taken into account when those data are used.

If you decide to write an article / use the enclosed data we would ask you to take into consideration the factors highlighted in this document so as to not mislead members of the public or official bodies, or misrepresent the relevance of the whole or any part of this disclosed material.

Attachments

10931_attachment_01

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