PCC drives call handling improvements.

Investments made by the Police and Crime Commissioner Joy Allen have led to significant improvements to call handling times for the public.

The average time taken for Durham Constabulary to answer 101 calls has fallen by more than 80 per cent over the last ten months after significant investment by the PCC in the Force Control Room.

In the last year, following the Commissioner’s funding boost, Durham Constabulary has been able to recruit an additional 29 call handlers and six switchboard staff.  A new switchboard triage system has also been introduced.

It means that non-emergency calls made to the force are now answered, on average, within 51 seconds.  This is a reduction of 81 per cent compared with March last year, when the average time to answer a 101 call was four-and-a-half minutes.  Calls made to the 999-emergency number have also showed a significant improvement.

The Commissioner has continued to push for improvements, and nine further call handlers are currently going through training and will join the Force in the Control Room shortly.  Other measures to speed up performance will be introduced later this year.

PCC Joy Allen said: “People tell me all the time how important it is important that the phone is answered swiftly and professionally.  It’s often the first point of contact with the police and it’s vital that it inspires trust and confidence.

“That’s why I prioritised funding upgrades to the system that was in place in 2021.

“I wanted to see a better, more efficient call handling service and to that end we have seen 29 additional call handlers and six new switchboard staff joining the call handling team as well a new switchboard triage service.  That investment is paying dividends.

“I’m delighted to see the improvements, but there is more to be done and I will continue push hard to deliver the type of service we all want to receive.”

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