999 calls - 1368/16
Dated: 29 Dec 2016
Provision of information held by Northumbria Police made under the Freedom of Information Act 2000 (the 'Act')
Thank you for your e mail dated 12 December 2016 in which you made a request for access to certain information which may be held by Northumbria Police.
As you may be aware the purpose of the Act is to allow a general right of access to information held at the time of a request, by a Public Authority (including the Police), subject to certain limitations and exemptions.
1. Over the last four calendar years, what was the a) average b) shortest and c) longest response to a 999 call. By response I mean speaking to a 999 call handler. Can I have the data broken down for each year? If you have an automated system that takes you through to a call handler, please include that, if possible, in the total timings.
2. Over the last four calendar years how many 999 have been abandoned before being answered? Can I have the data broken down for each year?
We have now had the opportunity to fully consider your request and I provide a response for your attention.
Following receipt of your request, searches were conducted with the Communications Department of Northumbria Police. I can confirm that the information you have requested is held in part by Northumbria Police.
There are instances where no data is held, however this is clearly indicated on the tables provided below.
It should also be noted that there could be a number of reasons why 999 calls are abandoned, such as:-
1. The BT 999 Operator took the call back as the call was for another Emergency Service
2. A technical issue such as mobile signal dropping out / telephone exchange problems
3. The caller hanging up as they were ringing to get ETA of officers who arrived whilst on the phone / police no longer required
4. The call was cancelled by the operator and re-represented on another line at a higher priority
999 calls will never go unanswered, in the event of the reason being for points 2 or 3 the BT operator will still advise that a call was in the process of being delivered, the NP contact handlers will then ring the caller back to verify there are no safety / vulnerability issues.
If you decide to write an article / use the enclosed data we would expect that you to take into consideration the factors highlighted above so as not to mislead members of the public or official bodies or misrepresent the relevance of the whole or any part of this disclosed material.
With the above in mind I am able to disclose the located information to you as attached.
Due to the different methods of recording information across 43 forces, a specific response from one constabulary should not be seen as an indication of what information could be supplied (within cost) by another. Systems used for recording these figures are not generic, nor are the procedures used locally in capturing the data. For this reason responses between forces may differ, and should not be used for comparative purposes.
The information we have supplied to you is likely to contain intellectual property rights of Northumbria Police. Your use of the information must be strictly in accordance with the Copyright Designs and Patents Act 1988 (as amended) or such other applicable legislation. In particular, you must not re-use this information for any commercial purpose.