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Call Handling


One of the most important priorities for your Police and Crime Commissioner Keith Hunter is to ensure Humberside Police are providing you with an efficient call handling service. When you need to contact the police, in the vast majority of cases it will be by telephone, so it's important to be reassured that the police will answer your call promptly and deal with you professionally.

There are two ways to contact the police by phone, and we'll look at each one in turn to see how Humberside Police are performing.

999 - In an emergency, where a crime is in progress or you, or someone else is in danger, you should always dial 999. For non-emergency matters you should dial 101. 999 calls always take priority over other calls, so effectively they go to the front of the queue. In January alone, Humberside Police received over 9,700 emergency 999 calls and throughout the last year that demand has never dropped below 9,000 per month. The Force's aim is to answer 999 calls within 10 seconds, and the first chart below shows the level of performance over the last 12 months has usually performed well, with over 90% of calls regularly answered within that time.

Humberside Police will always protect the emergency 999 line and therefore at times of high emergency demand they utilise the staff from the 101 non-emergency line to answer 999 calls. If your call is not an emergency you should not use the 999 line and you can also access Humberside Police's website www.humberside.police.uk and report non-emergencies online and access a wealth of information which may be useful to you.

101 - The vast majority of calls Humberside Police receive are not emergencies needing an immediate police response, and these are handled by the 101 number. In recent times the 101 number has come in for a good deal of criticism with some callers experiencing unacceptable delays in getting their calls answered. To address these problems Humberside Police has undergone a major review of their call centre, known as the Command Hub, and are recruiting and training more staff to answer calls. On his election as Commissioner, Keith Hunter raised his concerns with the Chief Constable and has been assured that performance has improved considerably from where it was over a year ago, but there have still been times when response times have dipped, particularly during the summer months, and Keith will continue to monitor this situation with the Force to ensure performance improves.

The Force's aim is to answer 101 calls within 30 seconds, and on the second chart below you'll see that although performance improved over the early part of 2016, from June onwards performance dropped to under 60% each month. Since last September it is encouraging to note response times improving to back over 70%. 101 calls are further split between 'crime' calls and 'incident' calls, crime calls are where members of the public are reporting crimes after they have occurred and an emergency response is not required. These calls have improved over recent months and in January 67% of 101 crime calls were answered within target time. The other type of 101 calls are incident calls which are not crime related and can range from road traffic problems to neighbourhood disputes and a variety of other matters. These calls, while still important, are given a lower priority than 999 emergency and 101 crime calls. 74% of 101 incident calls in January were answered within the target time. The Command Hub have recently undergone a major recruitment programme to boost the number of staff and following their initial training more staff will be available to answer calls which should lead to an improvement in performance. We'll continue to monitor this closely over the coming months and report back to you on how things are progressing. 


 Hub 999 Jan 17



 Hub 101 Jan 17

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