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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

  • Don't Be Tricked

    Gloucestershire Constabulary - Litotes Forest
    Crime prevention road shows targeting elderly/vulnerable members of our communities including their carers.
  • Victim Services

    Victim Support
    Victim Support holds the victim services contract for Gloucestershire via PCC for 1205/16. The services are free and confidential, and are available to all people in Gloucestershire. "We offer practical and emotional support to victims, to enable them to cope with the immediate aftermath of crime and to ensure their recovery in the longer term. We can help with most types of crime, including burglary and theft, assault, fraud, harassment and hate crimes, and for those crime types we don’t support, such as domestic and sexual abuse, we work closely with other specialist local organisations to make sure people get the right sort of help they need, when they need it most".
  • Improving Secure I.T. for Restorative Justice Facilities

    Restorative Gloucestershire
    Constabulary secure and encrypted USB dongles.
  • Restorative Engagement Youth Forum

    Restorative Gloucestershire
    The youth forum project will involve officers and young people in roughly equal numbers, up to 24 participants in each session, and enable participants to examine their perceptions of each other. We facilitate the group addressing misconceptions of each other through restorative approaches and relationship building exercises. This process has already demonstrated changes in perception, attitude and practice amongst officers and young people. (Please see attached feedback and film). Young people and officers are given the opportunity to share their experiences in a safe, carefully risk-assessed environment. Previous sessions have included discussions and experience of domestic violence, rape and murder. The ripple effects of this work have been proven by our experience in Northamptonshire, which we can demonstrate.
  • Barton & Tredworth Cultural Fayre

    Gloucestershire Constabulary
    A cultural fayre where as many cultures in the Barton and Tredworth area come along with their own cultural foods to give away, cultural examples of song, music and dance. The overall aim is to encourage a greater community cohesion between the various cultures living in the area.
Page last updated: 27 February 2017