PCC says extra investment has improved telephone call times

• Police and Crime Commissioner (PCC) Chris Nelson has given his response to the Constabulary’s latest inspection by  His Majesty’s Inspectorate of Constabulary, Fire and Rescue Services (HMICFRS)
• The report concluded Gloucestershire Constabulary was ‘outstanding’, ‘good’ or ‘adequate’ in four of the categories under review; in need of improvement in four but ‘inadequate’ in ‘responding to the public'
• Mr. Nelson said, “I respect the findings of the report, but there has been a considerable and rapid improvement in our service to the public since the inspection was carried out last June – as the data shows"
• Operators now answer 999 calls well within the 10 second national target, while the average wait for anyone dialling the 101 non-emergency line is now less than two minutes, said the PCC.

Gloucestershire’s Police and Crime Commissioner (PCC) Chris Nelson says more investment in the police force control room has led to a much improved service to the public.

Operators now answer 999 calls well within the 10 second national target.

The average wait for anyone dialling the 101 non-emergency line is now less than two minutes.

Mr. Nelson said, “This report shows that the Constabulary has made great progress since it was plunged into ‘enhanced monitoring’, and that progress has continued with considerable and rapid improvement in the FCR since the inspection was carried out last June – as the data shows.

“I’m pleased that every crime really does matter and is now being counted, something that wasn’t the case before I was elected, and that officers engage effectively with the public.

“As the first point of contact for most people who want the police, our call handlers are on the front line. That’s why I found the money to hire more staff and modernise the technology because improving the service has always been one of my top priorities.

“As a result, the Constabulary’s call handlers have been answering 999 calls well within the 10 second national target for many months. The response time on the non-emergency 101 line has also been falling consistently, with the average wait now well under 2 minutes. I want to see this continue, especially when there are spikes in demand.”

His Majesty’s Inspectorate of Constabulary, Fire and Rescue Services (HMICFRS) today published a report following its latest assessment of force effectiveness, efficiency and legitimacy, known as the PEEL report.

The report concluded Gloucestershire Constabulary was ‘outstanding’, ‘good’ or ‘adequate’ in four of the categories under review; in need of improvement in four but ‘inadequate’ in ‘responding to the public’, which includes criticism of the performance of the force control room (FCR).

Chris Nelson added: “It can take time to turn around an oil tanker, but great progress has been made. That’s why the same inspectors took it out of enhanced monitoring - what most people call ‘special measures’ - in record time, faster than any other force.

“But that does not mean the job is finished and I will continue to hold the Constabulary to account as it continues to progress”.