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How We Deal With Your Calls

Hertfordshire Constabulary is committed to providing excellent customer service and this begins from the moment you call Telephone 999, or the non-emergency number - Telephone 101.


The Force Communications Room (FCR) is based at Police Headquarters in Welwyn Garden City and is open 24 hours a day, 365 days of the year.


Specialist trained call handlers deal with around 15,000 calls and 9000 incidents each week.


The FCR has responsibility for:


  • Emergency calls from members of the public.
  • Non-emergency calls from members of the public.
  • Operational response, deployment and attendance of officers to incidents.
  • Recording of crime in accordance with the National Crime Recording Standards (NCRS).

To find out more about how calls from members of the public are dealt with, please click here


To find out more about how officers are deployed to incidents, please click here


To find out how the FCR is helping Operation Sentinel target criminals and illegal drivers, please click here


If you would like a tour of the FCR, please click here


How we deal with your calls:

Hertfordshire Constabulary is dedicated to providing a first class service to anyone who comes into contact with the police.


In an emergency, always call 999 and then ask for the police


When you dial Telephone 999 or the non-emergency number – Telephone 101, you will be put through to a call handler. These specialist staff will deal with your call efficiently and treat you with courtesy and respect.


The Force Communications Room aims to:


  • Answer at least 90 per cent of emergency calls within 10 seconds.
  • Answer 80 per cent of non-emergency calls within 30 seconds.
  • Call handlers will dispatch officers if required and can also provide you with a crime number, if you have been a victim of a crime.

Hertfordshire Constabulary aims to:


  • Record all reports of crime within 24 hours of being notified of the offence.

How officers are deployed to incidents:

If an incident requires assistance from the police, the FCR can dispatch officers to the scene.


Trained radio operators will be in constant contact with officers on the ground to get the latest information and to ensure the incident is appropriately dealt with and, where necessary, deploy more resources.


How the FCR is helping Operation Sentinel target criminals and illegal drivers

The FCR is also home to a specialist team supporting the work of Operation Sentinel, which targets criminals and illegal drivers by the use of Automatic Number Plate Recognition (ANPR) technology.


The ANPR Focus Desk plays a vital role in helping Operation Sentinel’s officers target criminals who use Hertfordshire’s roads. The operators provide 24-hour intelligence and radio support to the ANPR Intercept Units.


For more information about Operation Sentinel, please click here.