Countywide – Inappropriate calls still being made on 999 and 101 - #ClickBeforeYouCall police to report crime and gain advice | Suffolk Constabulary

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Countywide – Inappropriate calls still being made on 999 and 101 - #ClickBeforeYouCall police to report crime and gain advice

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Suffolk police is today, Friday 13 August, releasing real examples of inappropriate calls made on 999 and 101 in a bid to encourage people to think before they call and to head online instead.

From receiving requests for court telephone numbers, to asking for advice regarding injured seals on the beach and queries regarding notes left by parcel couriers – these are just some of the types of calls made to the control room – many of which came through on the emergency number.

The force launched its Click Before You Call campaign in October 2020, to encourage residents to report non-emergency incidents online.

As well as being able to report crimes online, the force’s website holds a wealth of information and useful advice regarding who best to call with a query.

And if a resident still isn’t sure, since February, the force has also been running a new Live Chat service, which can be accessed via the website and is another useful way of further engaging with staff within the control room.

The Live Chat, which launched on a trial basis, has already helped over 2,750 members of the public with queries, information and answers to non-urgent questions.

Running from 9am until 5pm, Monday to Friday, the service is there for additional support, but non-urgent crimes still need to be reported via the dedicated section on the website.

Superintendent Kerry Cutler said: “It’s been a really busy July, and, on some days, we have taken more 999 calls than we did on New Year’s Eve, which is normally our busiest day of the year! Like all other emergency services with restrictions now lifted, we are seeing an increase in calls to 999 and demand is rising above 2019 levels. By 30 July, we had taken over 10,769 calls made to 999, with an average of 365 calls a day. In June, we answered 9,626 calls to 999, an average of 320 calls a day.

“This has caused even greater pressure on the non-emergency 101 number, with many calls not being answered for long periods due to the volume of 999s particularly, at certain times of the day or night.  I appreciate the frustration that this may cause to people trying to contact us and I would ask that you make use of our online services instead.  Please also stop and think about whether this is a matter for police. 

“There is no doubt we have a large number of calls coming in that could be dealt with via online reporting or by looking at our information pages.  We are also utilising Live Chat at periods to reduce call demand and waiting times.  This is a pilot, but we continue to test this in various forms as a means of resolving ‘calls’ digitally therefore, providing advice quickly and freeing up call takers so they can assist with other matters.”

Tim Passmore, Police and Crime Commissioner for Suffolk, said: “Summer is always a busy time in our beautiful county and if July is anything to go by, it is set to be even busier this month as we are all holidaying closer to home. 

“Whilst increased numbers of visitors in the county is great news for the local economy, this will impact on the number of calls into our Contact and Control Room over the summer period.

“Anything we can do to take the pressure off the control room would be very welcome, so I would encourage anyone who needs to contact the constabulary, and it’s not an emergency, to consider using on the website.  Reporting online will be quicker for you; the matter will be dealt with in the same way as a call and it will reduce pressure on the control room to prioritise the more urgent calls and support the more vulnerable members of our community.”

The online service is available as an alternative to calling 101 for non-emergency matters.  Please remember that residents should always call 999 when an emergency is ongoing, such as when a crime is in progress or when life is in danger.

To contact the force online, visit: http://www.suffolk.police.uk/contact-us

Or to start a Live Chat and for further information about the service, head to: https://www.suffolk.police.uk/contact-us/6-live-chat

For advice regarding crime prevention, anti-social behaviour, animal protection and many other matters, head to: http://www.suffolk.police.uk/advice

During the campaign, a number of tweets and messages are being posted on the force’s social media accounts. Follow @SuffolkPolice and use the hashtag #ClickBeforeYouCall or ‘like’ Suffolk Constabulary’s Facebook page.

13 examples of inappropriate calls made to police on 999 and 101:

  •  Have you got the telephone number for the magistrates’ court?
  •  There is an injured seal on the beach
  •  I need a solicitor; can you advise?
  •  I need a doctor/medical treatment.
  •  I’ve locked myself out of my car.
  •  I’ve locked myself out of my house.
  •  I have been left a note by a courier to say a parcel has been delivered but there is no parcel?
  •  I’m moving home and would like to know what the crime is like in the area?
  •  What time does the market open?
  •  My TV isn’t working, can you come and have a look?
  •  I have just had a parcel delivered and it is damaged?
  •  I can smell gas.. I have a water leak.. I have a power cut.
  •  Request for the DVLA, Trading Standards, Passport office telephone numbers.

Types of frequently asked questions and answers regarding who to contact:

  •  There is a vehicle that has been parked in my road for several weeks that hasn’t moved, can I report it – Please speak to your local council.
  •  Reporting parking on double yellow lines – As long as the car is not in a dangerous position likely to cause an accident, speak to the council.
  •  I have found a dog; can I report it – Please speak to the council. Make sure you have control of it and it’s not running in the road, where it could cause an accident. If it is, call police.
  •  I have lost a dog can I report it – Please speak to the council.
  •  Which police stations are open? - Ipswich, Bury St Edmunds and Lowestoft – All 9am-5pm, Monday to Saturday.
  •  Telephone numbers for Suffolk County Council and district councils. Details can be found online.
  •  I had a scam call – Call Action Fraud.
  •  Traffic lights on the main road are out – Please call the council providing, the situation is not going to cause an accident.
  •  Fly tipping – If not in progress, call the council
  •  I lent some money/property to a friend and they won’t give it back – Seek civil advice.
  •  Drug dealing in progress – Contact police

 

Click before you call

Previous release | 2 July 2021

Residents are being reminded to consider reporting non-emergency incidents online to help police manage the summer surge.

During the summer months, the force typically receives a high volume of calls and with an increase in visitors, demand on the 101 number is likely to rise.

The force launched its Click Before You Call campaign in October 2020, in a bid to speed up non-urgent crime reporting and in turn, reduce demand on its Contact and Control Room (CCR) at peak times.

Residents can choose to instead go to the force’s website and report incidents online by clicking the ‘report something’ button. The matter will then be dealt with in the same way as a call to 101. 

The online service can be used as an alternative method to report anything from anti-social behaviour, road-related incidents and other non-emergency crimes, in only a matter of minutes. 

Superintendent Kerry Cutler said: “Summer is always a busy time for policing and we’ve already started to receive an increased volume of calls.

“With restrictions on overseas travel still in place, we are expecting a really busy summer as more people visit our county. While we want people to enjoy their holidays, the increase in visitors inevitably leads to a rise in calls on the 101 non-emergency number, which can impact on waiting times.

“In addition, I would ask people to consider whether their call is appropriate for police. We regularly receive inappropriate calls or calls which should be directed to other partner agencies. If in doubt, further information can be found on our website. 

"Therefore, if you need to contact police this summer and it’s not an emergency ‘Click before you call’ as it will save you time and help us keep the phone lines free for those who urgently need our help.”

Tim Passmore, Police and Crime Commissioner for Suffolk, said: “As a wonderful holiday location, summer is always a busy time in our beautiful county, and it’s set to be even busier this year as we are all holidaying closer to home.  Whilst increased numbers of visitors in the county is great news for the local economy, it is anticipated this will impact on the number of calls into our Contact and Control Room over the summer period.

“If you need to contact the police, and it’s not an emergency, I would urge you to consider using the website. Reporting online will be quicker for you; the matter will be dealt with in the same way as a call and it will reduce pressure on the control room to enable them to prioritise the more urgent calls and support the more vulnerable members of our community.”

The online service is available as an alternative to calling 101 for non-emergency matters.  Please remember that residents should always call 999 when an emergency is ongoing, such as when a crime is in progress or when life is in danger.

To contact the force online, visit: http://www.suffolk.police.uk/contact-us 

For advice regarding crime prevention, anti-social behaviour, animal protection and many other matters, head to: http://www.suffolk.police.uk/advice

During the campaign, a number of tweets and messages are being posted on the force’s social media accounts. Follow @SuffolkPolice and use the hashtag #ClickBeforeYouCall or ‘like’ Suffolk Constabulary’s Facebook page.

The demand on the Contact and Control Room (CCR) from 15 December 2020 – 21 June 2021

Total 999 call volume – 48,864
Per day average 999 calls – 259
Total 101 volume into switchboard – 88,574
Daily 101 average volume – 469
Total volume of calls involving crime matters – 12,360

Total number of crimes reported online in: 

December 2020 – 1,572
January 2021 – 1,312
February 2021 – 1,512
March 2021 – 1,967
April 2021 – 1,770
May 2021 – 1,725

Previous release | 23 December 2020

As Suffolk Constabulary enters one of its busiest periods of the year, residents are being reminded to consider reporting non-emergency incidents online.

The force launched its Click Before You Call campaign in October, in a bid to speed up non-urgent crime reporting and in turn, reduce demand on its Contact and Control Room (CCR) at peak times.

Residents can go to the force’s website and report incidents online by clicking the ‘report something’ button. The matter will then be dealt with in the same way as a call to 101 - It may even be quicker and more convenient.

Chief Inspector Nigel Huddlestone said: "Christmas is a busy time for everyone and it will come as no surprise that we receive an increased number of calls into our Contact and Control Room.

"If you need to contact police over this period, and it’s not an emergency, I would urge you to consider reporting an incident on our website as the matter will be dealt with in the same way as call to 101.

"We’re continuing to deal with lots of enquiries via email and want to encourage more people to do the same. Please only dial 999 if it’s a genuine emergency and 101, if it’s not an emergency and you can’t report the incident online.

"Your support at this busy time will help us prioritise those people in serious danger or the more vulnerable members of our community.”

The online service is available as an alternative to calling 101 for non-emergency matters.  Please remember that residents should always call 999 when an emergency is ongoing, such as when a crime is in progress or when life is in danger.

To report something, visit: http://www.suffolk.police.uk/contact-us

For advice regarding crime prevention, anti-social behaviour, animal protection and many other matters, head to:  http://www.suffolk.police.uk/advice

During the campaign, a number of tweets and messages are being posted on the force’s social media accounts. Follow @SuffolkPolice and use the hashtag #ClickBeforeYouCall or ‘like’ Suffolk Constabulary’s Facebook page.

The demand on the Contact and Control Room (CCR) from 1 September 2020 – 15 December 2020

Total 999 call volume – 28,613
Per day average 999 calls – 269.9
Total 101 volume into switchboard – 58,377
Daily 101 average volume – 550.7
Total volume of calls involving crime matters – 7696

Total number of crimes reported online in: 

September – 1811
October – 1846
November – 1446 

Previous release | 9 October 2020

Suffolk Constabulary is urging more residents to consider using alternative methods of contacting the force in its latest campaign.

The Contact and Control Room (CCR) continues to receive high volumes of calls particularly at weekends and during holiday periods. With the surge in calls, this can inevitably mean there is an impact on waiting times.

Instead of waiting on the phone, residents can go to the force’s website and report non-urgent crime online by clicking the ‘report something’ button. The matter will then be dealt with in the same way as a call to 101 - It may even be quicker and more convenient.

Chief Inspector Nigel Huddlestone said: “We’re already dealing with lots of enquiries via email and want to continue to encourage more people to consider heading online rather than calling 101.

“While we realise that some people will prefer speaking to us rather than heading to the internet, we want to reassure the public by confirming that all of the online enquiries are dealt with in the same way as a call and residents receive the same level of service.

“We would like to encourage those who are able to report online to try our service as we believe it is not only the most effective means of reporting crime or providing information, but it also creates capacity within the control room and allows us to answer calls from our most vulnerable residents as quickly as possible.

“Some of the calls we receive into the control room are for information or advice only. Most of the answers to these questions can be found on our website.”

Tim Passmore, Police and Crime Commissioner for Suffolk, said: “Times change and the way people choose to communicate changes too, so I am pleased to see the constabulary actively encouraging people to report non-urgent crime online if they prefer to do so.

“So much of our interaction with commercial companies and banks is now online, it makes sense for the police to make this option the first choice for those who prefer to engage electronically. I can assure you, you will receive the same level of service that you’d get if you call – but without the inconvenience of waiting, which is inevitable during busy periods when high volumes of calls are coming through to the control room.

“There has been significant investment in the constabulary’s website over the past couple of years to enable online reporting, the site is also a source of useful information and advice including crime prevention and news updates. If you have not had a look before, please take some time to scroll through – I’m sure you will be impressed.”

The online service is available as an alternative to calling 101 for non-emergency matters.  Please remember that residents should always call 999 when an emergency is ongoing, such as when a crime is in progress or when life is in danger.

To report something, visit: http://www.suffolk.police.uk/contact-us

For advice regarding crime prevention, anti-social behaviour, animal protection and many other matters, head to:  http://www.suffolk.police.uk/advice

During the campaign, a number of tweets and messages will be posted on the force’s social media accounts. Follow @SuffolkPolice and use the hashtag #ClickBeforeYouCall or ‘like’ Suffolk Constabulary’s Facebook page.

The demand on the Contact and Control Room (CCR) from 1 April – 31 August 2020

Total 999 call volume – 40,671
Per day average 999 calls – 265.82
Total number of 101 calls into switchboard – 88,381
Per day average 101 calls – 577.65
Total volume of calls involving crime matters – 12,682
Total number of crimes reported online – 8,683