Significant improvement in 999 call answering time in Devon & Cornwall

Wednesday, 15 January 2025 12:00

Devon & Cornwall Police has significantly improved the speed at which the Force answers 999 calls and 101 inquiries, according to new figures

The rapid improvement of services within the Force’s control room placed Devon & Cornwall Police as the ninth fastest to respond to emergency calls in November 2024, compared to 44 other areas.

In 2024, 94.2% of 999 calls were answered within the threshold of 10 seconds, an improvement of 5.8% compared to 2023. In the second half of the year, the average wait time for 101 calls was 3 minutes and 43 seconds, almost 27 minutes quicker than the same period the previous year.

Previously, the government inspectorate raised concerns regarding emergency and non-emergency calls. In September, His Majesty’s Inspectorate of Constabulary and Fire and Rescue Services (HMICFRS) discharged the Force, noting that Devon & Cornwall Police had made significant and sustainable improvements.

Devon & Cornwall Police received over 69,000 reports through the Force website in 2024. Across the whole year, the average wait time was less than 12 hours, dropping to just under five hours in December 2024. By switching from taking reports by email to nationally standardised forms, the control room can now take more thorough and accurate information at the initial point of contact, saving time for members of the public.

Devon & Cornwall Police have also been working with the NHS and social care providers across the Force area to implement Right Care, Right Person, a process to ensure that individuals experiencing poor mental health receive support from the relevant agency, which is often not the police. Control room staff are trained to assess situations and provide callers with guidance if the threshold for police attendance is not met.

Assistant Chief Constable Nikki Leaper said:

“These rapid improvements in our handling of emergency and non-emergency contact from the public are proof of the continued hard work and dedication of officers and staff across all areas of the control room and at our front offices.

“People should feel confident that Devon & Cornwall Police can deliver the service our communities deserve. However, we recognise that past experiences of delays and queues may affect people’s perceptions. My hope is that we will continue to improve our contact with the public to ensure that victims receive the service they rightly deserve, and this will be felt across Devon, Cornwall, and the Isles of Scilly.

“Our recent performance is excellent, but we will not be complacent. If you’re not receiving a good service, I am keen to hear your feedback.”