Call and online data - May 2024

999 calls

Total 999 calls: 16,413

Of these 83.4% were answered within 10 seconds.

Overall average answering time: 8 seconds.

Abandonment rate (the caller disconnects before the call is answered): 0.4%. Our call handlers call back every abandoned 999 call to check on the caller’s welfare. The majority are accidental calls.

101 calls

Total 101 calls: 23,121

Of these 69.3% were answered within 90 seconds

Overall average answering time: 1 minute 46 seconds.

Abandonment rate: 16.7%

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.

Online contact

Total online crime reports: 2,594

Total web chats: 1,188

Attendance

% ‘Immediate’ graded incidents attended within 15 mins: 94.9% (our Service Level Agreement (SLA) is 85%).

% ‘Prompt’ graded incidents attended within 60 mins: 88.7% (our SLA is 80%).