Skip to content
Font size: A A
Contrast: C C C C

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

  • Infobuzz
    1000 booklets - To follow up the ‘Restore’ project with a creative writing course for women offenders, providing them with the means and agency for self-expression as they work through issues of forgiveness and restorative justice. The booklet, in addition to reinforcing the gains made by the participants, will be used to trigger discussions with other offenders and those at risk of offending. It will also be used to attract further funding.
  • Gloucestershire County Council
    To provide wider determinants of community safety intelligence and data. The PCC part funds the MAIDeN Offer and is one of several partners.).
  • Gloucestershire Deaf Association - GDA
    Gloucestershire Deaf Association (GDA) seeks funding to deliver a tailored Keep Safe campaign for deaf people in Gloucestershire. We believe our project title ‘Support for the Most Silent’ is apt in the way it highlights the key issue around deaf people and crime. Deaf people, by the nature of their impairment, are more vulnerable to crime, and if they are unlucky enough to become victims they are often unwilling or unable to cry for help because of the communication barriers.
  • Devon & Cornwall Constabulary
    Regional engagement event regarding the commissioning of victim services.
  • University of Gloucestershire
    To review the Aston Project. The evaluation aims to appraise the extent to which the Aston Project meets its key aims, particularly its ability to reduce community harm, crime and anti-social behaviour involving younger people.
Page last updated: 10 January 2018