Category: Strengthening relationships

Police and Crime Commissioner Lisa Townsend sat with a member of Surrey Police contact staff

Commissioner hails dramatic improvement in 999 and 101 call answering times – as best results on record are achieved

Posted on | by Alex Winter

Police and Crime Commissioner Lisa Townsend has hailed the dramatic improvement in how long it takes Surrey Police to answer calls for help after new figures revealed that current waiting times are the lowest on record.

The Commissioner said that in the last five months, Surrey Police has seen sustained progress in how quickly callers to the 999 and non-emergency 101 numbers are able to speak to contact centre staff.

The latest data shows that, as of this February, 97.8 per cent of 999 calls were answered within the national target of 10 seconds. This compares to only 54% in March last year, and is the highest data on Force record.

Meanwhile, the average time in February that it took Surrey Police to answer calls to the non-emergency 101 number fell to 36 seconds, the lowest wait times on Force record. This compares to 715 seconds in March 2023.

The figures have this week been verified by Surrey Police. In January 2024, the Force answered almost 93 per cent of 999 calls within ten seconds, BT has verified.

In January 2024, the Force answered almost 93 per cent of 999 calls within ten seconds. The February figures have been confirmed by the Force, and awaiting verification from call provider BT.

In December last year, a report by His Majesty’s Inspectorate of Constabulary and Fire Services (HMICFRS) highlighted concerns around the service residents receive when they contact police on 999, 101 and digital 101.

Inspectors visited Surrey Police during the summer as part of their Police Effectiveness, Efficiency and Legitimacy (PEEL) review. They rated the Force’s performance in responding to the public as ‘inadequate’ and said improvements were needed.

The Commissioner and the Chief Constable also heard residents’ experiences of contacting Surrey Police during the recent ‘Policing Your Community’ roadshow where in-person and online events were held in all 11 boroughs across the county.

Commissioner Lisa Townsend said: “I know from speaking to residents that being able to get hold of Surrey Police when you need them is absolutely vital.

Lowest wait times on record

“Unfortunately there were times last year when residents calling 999 and 101 were not always getting the service they deserved and this was a situation that urgently needed to be addressed.

“I know how frustrating it has been for some people trying to get through, particularly to the non-emergency 101 during busy times.

“I have spent a lot of time in our contact centre seeing how our call handlers deal with the varied and often challenging calls they receive and they do a phenomenal job.

“But staff shortages were putting an incredible strain on them and I know the Force have been working incredibly hard to improve the situation and the service our public receive.

“Phenomenal job”

“My office has been supporting them throughout that process so I am delighted to see that the answering times are the best they have ever been.

“That means that when our residents do need to contact Surrey Police, they are having their call answered quickly and efficiently.

“This has not been a quick fix – we have seen these improvements sustained over the last five months.

“With the measures now in place, I am confident going forward that Surrey Police will maintain this level of service when responding to the public.”

Deputy Police and Crime Commissioner Ellie Vesey-Thompson standing in front of police cars with a special police officer

“It really does take someone special”: Deputy Commissioner joins three Special Constables on shift to celebrate Volunteers’ Week

Posted on | by Alex Winter

FROM late-night patrols through busy town centres to standing guard at the scene of serious assaults, Surrey’s Special Constables work hard to protect and serve the public.

But many Surrey residents will know little about what it takes to step up and volunteer for the police.

The county’s Deputy Police and Crime Commissioner, Ellie Vesey-Thompson, has joined three Specials for shifts in the past few months. She spoke of their courage and determination following national Volunteers’ Week, which takes place every year from June 1-7.

Deputy Police and Crime Commissioner Ellie Vesey-Thompson, right, with Special Sergeant Sophie Yeates

During the first shift, Ellie teamed up with Special Sergeant Jonathan Bancroft to patrol Guildford. They were quickly called to reports of a repeat shoplifter who had allegedly behaved abusively to staff. Jonathan took statements and reassured the victims before launching a search for the suspect.

Ellie then joined airline pilot Ally Black, who serves as a sergeant with the Roads Policing Unit based at Burpham. During the evening, Sgt Black seized an untaxed car and helped a stranded motorist who had broken down in a live lane just beyond the Hindhead Tunnel.

In late May, Ellie travelled to Epsom to meet Special Sgt Sophie Yeates, who works full-time as a teaching assistant at a Guildford school. Among other incidents, Sgt Yeates was called to two reports involving a concern for welfare during the evening.

Special Constables volunteer within one of the Force’s frontline teams, wearing a uniform and carrying the same powers and responsibilities as regular officers. They complete 14 weeks of training – one evening per week and alternate weekends – to ensure they have the knowledge and skills they need for the role.

In total, Specials are asked to volunteer at least 16 hours per month, although many choose to do more. Sgt Yeates works around 40 hours a month, while Sgt Bancroft volunteers 100 hours.

Ellie said: “The title ‘Special Constable’ is very fitting – it really does take someone special to do this job.

“These men and women give some of their free time to making sure Surrey remains one of the safest counties in the country.

‘It takes someone special’

“I’ve think the role that Specials play is often misunderstood by the public. These volunteers are unpaid, but they wear the same uniform and have the same powers to do everything a police officer does, including making arrests. They are also often among the first to respond to emergencies.

“Joining volunteers on patrol recently has been a really eye-opening experience. It’s been wonderful to hear how much they value their time working with the Force, and the difference it makes to their lives. I’ve also hand the chance to see first-hand their courage and determination to serve the Surrey public.

“So many of the skills learned through volunteering are useful in everyday working life, including conflict resolution, keeping calm under pressure and approaching any situation with confidence.

“We have a brilliant team of Specials across Surrey, as well as many other volunteers, and I want to thank each and every one of them for the work they do to keep our county safe.”

For more information, visit surrey.police.uk/specials

Ellie also joined Special Sgt Jonathan Bancroft, who gives up to 100 hours of his time to Surrey Police every month

Police and Crime Commissioner Lisa Townsend with a female PCSO

Commissioner joins PCSO on foot patrol in Guildford – and urges others to join Surrey Police

Posted on | by Alex Winter

COMMISSIONER Lisa Townsend joined a Surrey Police Community Support Office (PCSO) on a foot patrol in Guildford last week – and urged anyone with an interest in the job to apply to the Force.

On a two-hour walk through the town centre, Lisa and PCSO Chris Moyes spoke with members of the public, visited areas known for anti-social behaviour, and were called to a department store following reports of a shoplifter.

PCSOs work alongside police and share some of their powers. While they are unable to make an arrest, they can issue fixed penalty notices, demand the name and address of anyone behaving anti-socially, and take alcohol from a person aged under 18.

In Surrey, individual PCSOs are well-known for their work in the communities they patrol, and act as a visible presence to deter crime and build relationships between residents and police.

Applications to become a PCSO with Surrey Police are currently being accepted.

Lisa said: “Our PCSOs are absolutely vital, and I had a chance to see exactly how much good they do in Surrey during my patrol with Chris.

“During my brief visit, she was stopped by a number of people who knew her. While some had a concern to discuss, many simply wanted to say hello. This is a testament to her 21 years of service with the Force.

‘Absolutely vital’

“Two of the key priorities in my Police and Crime Plan are to protect communities from harm and work with our residents so they feel safe. PCSOs often provide that link between frontline policing and the people who live in our county.

“It’s a job like no other, and that’s what I’d urge anyone with an interest to apply. PCSOs make a huge difference to the lives of Surrey residents.”

PCSO Moyes said: “Being a PCSO is a brilliant job.

“I particularly enjoy the variety and speaking to so many different people of all ages and backgrounds.

“There’s nothing like putting a smile on a victim’s face by supporting and solving problems for them.”

Vacancies are currently available in Spelthorne, Elmbridge, Guildford, Surrey Heath, Woking and Waverley.

PCSOs work alongside Safer Neighbourhood Teams to prevent and tackle issues by building relationships and winning the trust of the public.

For more information, visit surrey.police.uk/police-forces/surrey-police/areas/careers/careers/pcso/

Deputy Police and Crime Commissioner Ellie Vesey-Thompson and representative of Surrey Civilian Military Partnership Board in front of their banner

Deputy Commissioner hears speech by Victoria Cross recipient at key Forces conference

Posted on | by Alex Winter

DEPUTY Police and Crime Commissioner Ellie Vesey-Thompson joined partners at a key event to promote the welfare of Surrey’s services personnel and veterans last week.

The Surrey Armed Forces Covenant Conference 2023, organised by Surrey County Council on behalf of the Surrey Civilian Military Partnership Board, was hosted at the Pirbright Army Training Centre.

The event brought together representatives from across the public, private and third sectors to discuss the contribution made to society by the British Army, Royal Air Force and Royal Navy.

Throughout the day, guests heard speeches from a range of former and current personnel, including WO2 Johnson Beharry VC COG, who was awarded the Victoria Cross for his service in Iraq.

Two children who are supported by the Army Welfare Service and the wife of a serviceman also gave moving accounts of their experiences.

Ellie Vesey-Thompson pictured with WO2 Johnson Beharry VC

The Office of the Police and Crime Commissioner and Surrey Police are working together to achieve silver accreditation under the Ministry of Defence Employer Recognition Scheme Award.

The initiative acts as an assurance that forces personnel and veterans, their spouses and their children are treated with fairness and respect and guarantees the same access to services as any other citizen.

Surrey Police is an armed forces-friendly organisation and aims to support the employment of veterans and their partners. Serving police officers are also supported if they choose to become Reservists or Cadet leaders, and the Force actively participates in Armed Forces Day.

Ellie, who has responsibility for military personnel and veterans in Surrey as part of her remit, said: “The contribution to our society made by servicemen and women should never be forgotten, and WO2 Beharry’s talk was a powerful reminder of how great their sacrifice can be.

‘Never forget’

“Those who are serving or have served in our armed forces deserve all the support we can offer them, and our current bronze status demonstrates our commitment to ensuring those who have served our country are treated fairly.

“I am pleased that further work we have done means that both our office and Surrey Police are preparing to seek silver status in the coming months.

“Many veterans choose to join the police service after leaving the forces, which is something we are proud of.

“Others may struggle to readjust to civilian life, and wherever possible, it is our responsibility to support those who have sacrificed so much.

“I am also mindful of the impact that the lifestyle of military families can have on children and young people growing up, from worries about the safety of a serving parent or guardian to the stress of moving home, changing schools and leaving friends.

“As lead for both Children and Young People and Military and Veterans on the Commissioner’s behalf, I am determined to ensure our team do all we can, alongside our partners, to support these children and young people.”

Helyn Clack, Chair of the Surrey Civilian Military Partnership Board, said: “We are very grateful to Pirbright ATC who once again hosted our annual conference. 

‘Captivating’

“The theme for the event was a journey through the services and we were proud to welcome such fantastic speakers such as WO2 Beharry VC COG, who was captivating in telling us some of his stories, from childhood in Grenada to the UK, before joining the army and carrying out his acts of bravery.

“We also heard from others whose lives have been very much influenced by service life. 

“We were pleased to welcome a vast array of partners who were all keen to find out more information about the outstanding work going on within Surrey to support our armed forces community.

“It’s so important that organisations throughout our county do more to support our veterans, service personnel and their families under our duty of due regard from the Armed Forces Act to ensure they are not disadvantaged.”

Deputy Police and Crime Commissioner Ellie Vesey-Thompson looking at an ipad with a student from Surrey

Local student leads rebrand of Commissioner’s office as team boost engagement with Surrey residents

Posted on | by James Smith | Leave a Comment on Local student leads rebrand of Commissioner’s office as team boost engagement with Surrey residents

A graphic design student at the University of Creative Arts in Farnham has led the design of a brand-new look for the Office of the Police and Crime Commissioner as part of a commitment to expand engagement with communities across Surrey.

During my time with Akiko I worked closely with the designers and Commissioner’s team meaning I learned lots about how an original idea is developed through different versions, and about things I didn’t know before such as the different pantone colours to use.

Jack Dunlop

22-year old Jack Dunlop from Camberley was chosen to develop his branding concept after taking part in a competition run as part of the Deputy Commissioner Ellie Vesey-Thompson’s focus on increasing the opportunities available to children and young people in the county.
During a week-long placement with Akiko Design in Bramley, Jack received expert guidance to bring his vision to life, taking part in project meetings and receiving an iPad Pro and Apple pencil to aid in his future designs.
Over the week he developed valuable skills and an increased confidence to guide and exchange ideas with clients and to progress his design in a limited time.
Jack said: “I love making things visually appealing and always have ideas when I’m out and about for how I can improve the way that shops and other visual communication around me look.
“During my time with Akiko I worked closely with the designers and Commissioner’s team meaning I learned lots about how an original idea is developed through different versions, and about things I didn’t know before such as the different pantone colours to use.

“I got a lot more confident using different tools and joined in the discussions about the wider project, which was really interesting.
“In my last project at university we looked at branding, so it was really rewarding to be able to create real life branding and see that through the whole process. I’m going to be looking for a job in design after my degree so am excited that I’ll be able to talk lots about this experience.”
The brand is unveiled as the Commissioner and Deputy Commissioner designate a new pot of funding for community organisations aimed at the safety of children and young people over the next three years.
The specific allocation of a Children and Young People’s Fund follows a £100,000 project with Catch22 to reduce the criminal exploitation of young people established in January, and longer term investments by the Commissioner and Deputy Commissioner to increase the support available to children and young people at risk of, or affected by sexual violence.
Deputy Police and Crime Commissioner Ellie Vesey-Thompson said: “It was brilliant to work with Jack and to see him grow in confidence throughout the week with the design agency.
“I am really excited to be able to launch our new branding look based on Jack’s concept and am so pleased that this experience will give him a big boost when he finishes his studies and applies for his dream job.
“We had a number of brilliant entries to our competition from young people all over the county, and we were really impressed by Jack’s submission and the thought he put in to developing his initial concept.
“Including a young person in this process was key for me from the beginning as we extend our reach to children and young people whose voices are important in policing Surrey.
“We’re listening to all residents who say they want us to engage better and more widely and the rebrand is one piece of the work that we are actively progressing to make the Commissioner, myself and the whole office more accessible, including more opportunities to provide feedback and have a say in the performance of Surrey Police.”
Carrie Crosland, Account Manager at Akiko Design said: “It was an absolute pleasure to welcome Jack to our office and to have supported his journey into design.
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Local student leads rebrand of Commissioner’s office as team boost engagement with Surrey residents

Posted on | by Surrey PCC

A graphic design student at the University of Creative Arts in Farnham has led the design of a brand-new look for the Office of the Police and Crime Commissioner as part of a commitment to expand engagement with communities across Surrey.

22-year old Jack Dunlop from Camberley was chosen to develop his branding concept after taking part in a competition run as part of the Deputy Commissioner Ellie Vesey-Thompson’s focus on increasing the opportunities available to children and young people in the county.

During a week-long placement with Akiko Design in Bramley, Jack received expert guidance to bring his vision to life, taking part in project meetings and receiving an iPad Pro and Apple pencil to aid in his future designs.

Over the week he developed valuable skills and an increased confidence to guide and exchange ideas with clients and to progress his design in a limited time.

Jack said: “I love making things visually appealing and always have ideas when I’m out and about for how I can improve the way that shops and other visual communication around me look.

“During my time with Akiko I worked closely with the designers and Commissioner’s team meaning I learned lots about how an original idea is developed through different versions, and about things I didn’t know before such as the different pantone colours to use.

“I got a lot more confident using different tools and joined in the discussions about the wider project, which was really interesting.

“In my last project at university we looked at branding, so it was really rewarding to be able to create real life branding and see that through the whole process. I’m going to be looking for a job in design after my degree so am excited that I’ll be able to talk lots about this experience.”

The brand is unveiled as the Commissioner and Deputy Commissioner designate a new pot of funding for community organisations aimed at the safety of children and young people over the next three years.

The specific allocation of a Children and Young People’s Fund follows a £100,000 project with Catch22 to reduce the criminal exploitation of young people established in January, and longer term investments by the Commissioner and Deputy Commissioner to increase the support available to children and young people at risk of, or affected by sexual violence.

Deputy Police and Crime Commissioner Ellie Vesey-Thompson said: “It was brilliant to work with Jack and to see him grow in confidence throughout the week with the design agency.

“I am really excited to be able to launch our new branding look based on Jack’s concept and am so pleased that this experience will give him a big boost when he finishes his studies and applies for his dream job.

“We had a number of brilliant entries to our competition from young people all over the county, and we were really impressed by Jack’s submission and the thought he put in to developing his initial concept.

“Including a young person in this process was key for me from the beginning as we extend our reach to children and young people whose voices are important in policing Surrey.

“We’re listening to all residents who say they want us to engage better and more widely and the rebrand is one piece of the work that we are actively progressing to make the Commissioner, myself and the whole office more accessible, including more opportunities to provide feedback and have a say in the performance of Surrey Police.”

Carrie Crosland, Account Manager at Akiko Design said: “It was an absolute pleasure to welcome Jack to our office and to have supported his journey into design.

“We were really impressed with the way in which he worked hard to develop his ideas into a brand package that he should be very proud of and we are pleased that this project reflects the really strong connection that Akiko has with local places, businesses and organisations in Surrey.”

The launch of the new brand will be accompanied by a new and more accessible website designed by Akiko later this year. It follows the introduction of monthly public surgery meetings with Commissioner Lisa Townsend and a new live format of Public Performance and Accountability meetings with Surrey Police that enhances the voice of local residents.

You can find out more about the Commissioner’s priorities for Surrey Police by reading the Police and Crime Plan for 2021-25 or learn more about how the Commissioner monitors the performance of the Force on our Performance and Accountability page.

Police and Crime Commissioner Lisa Townsend

Commissioner invites residents to share views in monthly Surgery

Posted on | by Surrey PCC

Police and Crime Commissioner for Surrey Lisa Townsend has launched public surgeries for residents as part of her commitment to enhance the voice of local people in policing Surrey.

The monthly Surgery meetings will offer residents with questions or a concern about the performance or oversight of Surrey Police the ability to receive a response directly from the Commissioner, who will work with them to identify the best route for their enquiry, and discuss any actions that can be taken or supported by the her Office and the Force.

Residents are invited to book a 20-minute slot to discuss their feedback in the evening of the first Friday of every month, lasting one hour between 17:00-18:00. The next Surgeries will take place on 06 May and 03 June.

You can find out more or request a meeting with your Commissioner by visiting our Public Surgeries page. Surgery meetings are limited to six sessions each month and must be confirmed by the Commissioner’s PA team.

Representing the views of residents is a key responsibility of the Commissioner and an important part of monitoring Surrey Police’s performance and holding the Chief Constable to account.

The meetings follow the publication of the Commissioner’s Police and Crime Plan that reflects the priorities the public would like Surrey Police to focus on in the next three years.

The Plan includes strengthening relationships between Surrey residents and Surrey Police, including improving awareness of the role of the Commissioner in improving the service that individuals who report or are affected by a crime receive.

Police and Crime Commissioner Lisa Townsend said: “When I was elected as your Commissioner, I promised to keep the views of Surrey residents at the heart of my policing plans for the county.

“I’ve launched these meetings so I can be as accessible as possible. This is just part of the wider work that I’m undertaken with my Office to raise awareness and grow our engagement with residents and other stakeholders , that includes a return to live Performance and Accountability meetings based on the topics that you tell us are most relevant.”