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Total 999 calls: 16,186
Of these 79.8% were answered within 10 seconds.
Overall average answering time: 10 seconds.
Abandonment rate (the caller disconnects before the call is answered): 0.6%. Our call handlers call back every abandoned 999 call to check on the caller’s welfare. The majority are accidental calls.
Total 101 calls: 23,447
Of these 59.0% were answered within 90 seconds
Overall average answering time: 2 minutes 47 seconds.
Abandonment rate: 18.4%
While callers are waiting for a force operator, pre-recorded guidance is played to ensure they are calling the correct number for their issue. Guidance is given on whether they should dial 999, details of our online reporting options are provided and information about other agencies that can help with common non-police matters is given.
Total online crime reports: 2,715
Total web chats: 1,337