Calls to 101 in Suffolk answered in seconds

Suffolk Constabulary has welcomed the national release of 101 call performance data, which highlights the dedication and efficiency of staff in the force’s Contact and Control Room (CCR).

Over the past 12 months, ending May 2025, CCR call takers have handled an average of 17,776 non-emergency calls per month.

The latest figures show that the average wait time for 101 calls to be answered was one minute and 15 seconds, with a median wait time of six seconds – demonstrating that most callers are connected quickly and efficiently.

Call answering times are measured from the moment a call is transferred to the constabulary to the point it is answered by a trained member of staff.

Calls are triaged based on urgency, with those involving the highest risk given priority.

Assistant chief constable Eamonn Bridger said: “The 101 line plays a crucial role in allowing the public to report incidents, seek advice and receive updates without using the emergency number.

“These figures are pleasing to see and reflect the hard work of our CCR staff, who are committed to providing a prompt and effective service to our communities.”

This performance comes as the constabulary continues to undergo a transformation process, which has been underway for the past two years, aimed at improving service delivery, enhancing public confidence and modernising policing operations.

This includes the recruitment of additional call handlers who are dual-trained to support both call handling and dispatch, which ensures faster deployment of officers to incidents and more efficient service delivery.

To improve its digital engagement, the constabulary introduced its Digital Public Contact Engagement Desk (Digi Desk) in March 2024.

Operating daily from 7am to 10pm, the Digi Desk manages non-emergency online communications such as Live Chat (8am to 9.30pm), social media, emails and online reports, offering the public more flexible and accessible ways to get in touch.

In spring 2024, the Domestic Abuse Video Response Team (DAVR) was established, which is a service that allows victims of domestic abuse to speak with a police officer quickly and securely via video link, enabling early evidence gathering and timely safeguarding.

As part of the national Right Care, Right Person approach, the force has also implemented in changes to ensure that individuals in crisis receive the most appropriate support from the right agency.

ACC Bridger added: “As we head into the busy summer months, when demand on our services typically increases, we remain focused on maintaining strong performance and ensuring the public can reach us quickly and easily when they need us most.

“We understand how important it is for people to contact their police force with confidence and we will continue to innovate and adapt to ensure we meet the evolving needs of our communities.”

Suffolk Police and Crime Commissioner Tim Passmore said: “I am delighted to see Suffolk’s 101 call-handling performing so well against other forces.

“Significant investment in the CCR transformation project, funded by the council tax policing precept, means we now have more call handlers.

“This investment, coupled with the implementation of new technology, is paying dividends as the control room performance has improved enormously – which is great news for us all.

“This investment also includes a digital communication desk, the live chat and the rapid video response system which all play a part in improving customer satisfaction.

“I’d like to say thank you and well done to everyone in the control room who works so hard to support our communities.

“I know how difficult a job they have. They play a vital role in improving trust and confidence in the force and we thank them for their dedication.”