Disclosure Details

Non emergency calls - 950/14

Dated: 04 Dec 2014

Date of request:     13/11/14

Date of response:    04/12/14

Provision of informati11 held by Northumbria Police made under the Freedom of Information Act 2000 (the 'Act')(FOIA)

Thank you for your email dated November 2014 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 by a Public Authority (including the Police), subject to certain limitations and exemptions.

You asked: 

 For  the  period  from  October 2012 – September 2014 (full months), please provide the following information in relation to non-emergency calls

1.       The number of calls received
2.       The number of calls answered
3.       The number of calls answered within 30 seconds
4.       The percentage of calls answered within 30 seconds
5.       The number of dropped calls
6.       The percentage of dropped calls
7.        The average time taken to answer calls. Please answer in hh:mm:ss
(hours: minutes: seconds)
8.       The longest time taken to answer calls. Please answer in hh:mm:ss

For the questions relating to time answered, this should be interpreted as the time taken until a caller connects to a police officer (rather than the switchboard).

In response:

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 by Northumbria Police.

I am able to disclose the located information to you as follows.

With regards to question 1 the below is applicable and has been applied

As the information you have requested is accessible by other means I have not provided you with a copy of the information and will rely on Section 21 of the Freedom of Information Act 2000.  You should therefore consider this a refusal for your request.

I have provided an explanation to this exemption below.

Section 21 (1) - Information accessible by other means

Information which is reasonably accessible to the applicant is exempt information.
This part of your request has already been provided to your colleague in response to their request, FOI 857/14 refers.
You may wish to refer to that in response to question 1.

With regards to the remainder of your request, please see the below attached.

You should note that the times are until a caller connects with a 'Contact Handler', which are predominantly  police staff, and therefore not necessarily a police officer. 

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.

How to complain

If you are unhappy with our decision or do not consider that we have handled your request properly and we are unable to resolve this issue informally, you are entitled to make a formal complaint to us under our complaints procedure which can be found at: http://www.northumbria.police.uk/foi/disclosurelog/foicomprights.asp

If you are still unhappy after we have investigated your complaint and reported to you the outcome, you may complain directly to the Information Commissioner’s Office and request that they investigate to ascertain whether we have dealt with your request in accordance with the Act.


FOI Complaint Rights Procedure_tcm4-67103
FOI 950-14_tcm4-101284