How Are Calls Handled?

Emergency calls 

999 emergency calls are our top priority and are directed into our communications centres where they are answered by our highly-trained staff. Our top priority is to deal effectively with emergency call, aiming to answer them within 10 seconds.

A 999 emergency call should only be made when:

• there is a danger to life or risk of injury
• a crime is in progress and the offender is still at the scene or has only just left
• immediate police attendance is necessary, for example, when a crime is obviously about to be committed.

Misuse of the 999 system causes delays and could slow down our response to a genuine emergency. Most false or hoax calls come from children or young people so we rely upon parents to educate them in the proper use of the system.

Non-emergency calls

101 is the new number for non-emergency calls to the police.

Reporting of non-emergency incidents should, whenever possible, be made using this single dial number. Calls are answered by our trained operators who will direct your call to the appropriate person or department for a response. All staff will maintain a positive 'can do' attitude at all times.

We aim to answer calls to 101 promptly. 

Response levels

If your call requires us to take action, we will follow the national response guidelines outlined below:

• Level 1 - Emergency, requiring an immediate police response
  We will aim to arrive at emergencies within 15 minutes in urban areas and within 20 minutes in rural areas.
• Level 2 - Priority response
  We will aim to arrive within 60 minutes of the incident being reported.
• Level 3 - Scheduled response
  We will agree with you that an immediate response is not necessary. An appointment will be made to see you within 48 hours at a time that is convenient to you.
• Level 4 - Resolution without deployment
  Police officer attendance is not necessary. We will provide you advice on who can help and answer your questions.

Whatever the level of response required, our staff will provide a positive, well-managed and effective service to meet your needs.