Sussex Police hail improvements to 101 service

Inspectors from police watchdog HM Inspectorate of Constabulary found 43 per cent of 101 calls transferred to the force’s call centre went unanswered in the year leading up to March 2019.

But the force says only 14 per cent of calls are now being abandoned.

And it says average waiting times have been reduced from 12 minutes last June to just over four minutes last month.

Chief Superintendent Jo Banks said “huge improvements” had been made in the 101 service.

“Through investment we have been able to recruit an additional 38 contact officers,” she said.

“Alongside this we have invested in training and developed new processes and use of technology to improve our response to the public, including digital contact.

The force said it had made 'huge strides' in improving its 101 service

“The contact centre has seen a growth in demand as confidence in reporting increases including for domestic abuse, sexual offences and other complex crime.

“The switchboard will answer your 101 call 92.2 percent of the time within 60 seconds.

“After being triaged by the switchboard you will be given the option of reporting online or offered a ring back service.

“For those who instead choose to wait, the average wait time last month was four minutes and 11 seconds.”

But despite claiming “huge strides” had been made, Chief Supt Banks said the force was not complacent.

She pledged to cut waiting times further.

“As demand remains high we will continue to work hard to lower waiting times, assess and prioritise information so we can be where we are most needed,” she said.

“We ask that the public continue to make the right call and be sure your contact is a policing matter so we can focus our resources on those who genuinely need our help.

Sussex Police hope to further improve waiting times

“As well as calling, we would always encourage people to visit our website and report online as this gives members of the public a flexible option to report crime in their own time frames.”

Kay Birch of the Sussex Victim Support charity said the force had “really turned it around”.

“They have really invested in improvements,” she said.

But Ms Birch called for Sussex Police to focus on ensuring victims are kept updated on court cases as the coronavirus pandemic continues to disrupt the legal system.

“What victims need to know is what’s happening next, especially in longer-term cases going to court,” she said.

“They would rather hear nothing has happened than hear nothing at all.”

Chief Supt Banks said Sussex Police witness care officers “continue to keep victims informed and up to date on the progress of their case”.