Surrey’s Police and Crime Commissioner has hailed a “dramatic improvement” in the time it takes Surrey Police to answer and respond to 999 and 101 calls.
Lisa Townsend praised contact centre staff and officers for a slew of significant changes, which have seen the Force climb national league tables for 999 call answering times.
It comes as His Majesty’s Inspectorate for Constabulary and Fire lifts its ‘causes of concern’ for Surrey Police after an inspection in 2023.
During the inspection for the Police Effectiveness, Efficiency and Legitimacy (PEEL) review, issues around the service residents receive when they contact their police were highlighted.
In the time since the review, the operation of Surrey Police’s contact centre – based at Force HQ in Guildford – has been overhauled.
Contact centre overhaul
The control room and contact centre were merged, with staff now working from the same location. The number of supervisors and call takers increased, and a new grading system for triaging calls was implemented.
As a result of the changes, officers now attend the most serious calls for service – known as a Grade 1 response – within 13 minutes. This is seven minutes quicker than the 20-minute national standard.
Non-emergency calls made to 101 are now answered six minutes faster than in December 2024, with an average answer time of 12 seconds – down from 3.4 minutes. Call abandonment rates have dropped from 36 per cent to seven per cent.
999 calls are answered in an average of three seconds and dealt with three minutes faster. The abandonment rate has dropped from 11 per cent to two per cent.
The Force is now the second-fastest in the country when it comes to answering 999 calls.
“Delighted”
Police and Crime Commissioner Lisa Townsend said: “I am delighted with the dramatic improvements Surrey Police has made since our 2023 PEEL review.
“It is fantastic news that the average waiting time for a 999 call in Surrey is now just two seconds, and that the Force is the second-fastest in the country to answer these emergency calls.
“These changes are not only significant, but sustained. The Force’s progress continues to this day.
“I know from speaking to residents that being able to get hold of Surrey Police when you need them is absolutely vital and a call into our contact centre can be a matter of life or death.
Commissioner’s thanks
“Since I recruited Chief Constable Tim De Meyer three years ago, a key priority for both us was making sure that when the Surrey public needed police, they receive the quick and effective response they rightly expect.
“I’d like to thank every officer and member of staff who has worked tirelessly to achieve this turnaround and deliver the results we are seeing for Surrey’s residents.
“Their efforts make a real difference to those facing some of the most challenging moments of their lives.”
Assistant Chief Constable Sarah Grahame said: “These are not just statistics.
‘Concern’ lifted
“They represent real people receiving help more quickly; victims feeling heard; vulnerable individuals getting a timely response; and communities gaining confidence in their local police.
“Having the causes of concern lifted is a significant achievement, but it is not the end of the journey. The public’s expectations continue to rise, and so do ours. Our responsibility now is to maintain this level of service, continue to learn, and keep improving.”
His Majesty’s Inspector of Constabulary Inspector Roy Wilsher, who has responsibility for Surrey Police, said: “I am pleased that Surrey Police has made significant progress in these areas since we raised these causes of concern.”
- You can read the letter and the HMICFRS statement in full here: Surrey Police: closure of causes of concern – His Majesty’s Inspectorate of Constabulary and Fire & Rescue Services