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Priority lead: Joanna Smallwood


Chief Superintendent, Gloucestershire Constabulary

What are the key requirements for the accessibility and accountability priority?

  • To get the right resources to the right situation or problem first time, every time, on time and dealing with the matter appropriately and effectively
  • To realise the ideal of the local policing delivering office working in and working with the communities of Gloucestershire.

How priority lead Chief Superintendent Joanna Smallwood is going to deliver the accessibility and accountability priority 

I have the exciting opportunity of leading on this priority – this means that I have to make sure the police are as accessible and accountable to the public as possible.

But what does that actually mean?

Essentially, it is my responsibility to ensure that you can contact the police when you need them and that we will:

  • Respond to your need – effectively and appropriately
  • Resolve your issue effectively and appropriately
  • Re-direct you appropriately to other agencies, partners, voluntary/3rd sector service providers
  • Resource from our staffing capability to your need

Our Force Control Room is normally the route that most people use to contact the police and we have done a great deal of work to improve the service that we provide.

This has resulted in over 90% of our 999 emergency calls being answered within 10 seconds and most of those are answered much quicker – on average just 2-3 seconds.  

Over 83% of calls received on our non-emergency 101 number are answered within the national requirement of 40 seconds.

That means that more than 8 out of 10 people who ring our 101 number have their call answered within 40 seconds.  

Nationally we are recognised for our service and recently a comparison survey of the 43 police forces in England and Wales revealed that since September 2015 Gloucestershire’s Control Room has moved from 20th to 4th position in the category of ‘User Satisfaction for Ease of Contact’, with  an increase in customer satisfaction of 3% from 94.8% to 97.8%.

Some of the other things we are doing include:

    • reviewing our service provision end to end
    • ensuring the needs of victims are met at all times from the first point of contact
    • reviewing the Constabulary’s neighbourhood policing ‘service offer’
    • developing capability and capacity through Specials recruitment, our cadet program, community relationships and other voluntary/innovative options
    • offer transparency through our service recovery and complaints review
    • work with other law enforcement agencies to tackle threats from serious and organised crime, terrorism and sexual exploitation
    • making sure officers and staff are available and accessible to the public, improving our links with the public through channel management
    • reviewing local needs and working with other partners and agencies to deliver the best service
    • ensuring that our officers and staff respect and value the people who need our services

All these things are “work in progress” and we are constantly trying to improve the service that we deliver in challenging financial times.

We have and continue to strive to deliver great policing to our communities, we want to be more efficient and effective, caring and available, working with you and our partners to make a difference to those who live, work and visit Gloucestershire.

Whilst this is a brief introduction into what ‘Accessibility and Accountability’ means, you can find more detail here in what we call the Delivery Plan 

Accessibility and accountability

Priority delivery plan

If you would like to read the delivery plan, please click on the icon below

Projects supported under accessibility and accountability

  • Restorative Gloucestershire
    Restorative Gloucestershire is a group of statutory and voluntary sector partners that have joined with the aim of delivering a project that will offer all people who come into contact with the CJS, or in conflict within the community, an opportunity to participate in a restorative intervention where appropriate. The project will build upon an initial project funded by the Ministry of Justice ‘Victims and Witness Fund’ and the Underwood trust – significant activity has already taken place within Cheltenham, Gloucester and the Cotswolds and this additional funding will allow for the project to be fully embedded and sustainable within the partners across the Gloucestershire area.
  • Sexual Assault Referral Centre - SARC
    The ISVA is based within the SARC and supports police referrals for victims of recent and historical sexual abuse. The main aims of the ISVA service are to support victims of sexual violence through the court process, in order to reduce victim retraction and ensure successful prosecution.
  • Cotswolds District Council
    This project encompasses a programme of activities identified by the partners within the Cotswold Community Safety Partnership (CSP) as part of their delivery plans for 2014/15 and onwards. Whilst the strands of the project differ, the overarching programme aims to coordinate partners’ activity to improve the quality of life for communities – including the most vulnerable residents – by providing opportunities and support for people to make social connections, build awareness of key safety and wellbeing messages and make a positive contribution to their community.
  • University of Gloucestershire
    The Youth Forums Evaluation will conclude with the publication of a research report of findings and a dissemination event for stakeholders. This evaluation will provide a detailed appraisal of the Youth Forums Project run for Restorative Gloucestershire.
  • Restorative Gloucestershire
    Increased IT capabilities within the Restorative Gloucestershire team.
Page last updated: 10 January 2018