Engagement

One of my key responsibilities as Police and Crime Commissioner is to be the voice of Surrey’s residents when it comes to policing – making sure your concerns are heard and holding the Chief Constable to account. For me to do that effectively, it’s essential that you can easily get in touch and engage with my office.

My Contact and Complaints Team is at the frontline of this work. Each month, they handle hundreds of contacts received by email, telephone, post, and through our website.

Casework:

The correspondence we receive covers a wide range of themes. These include general policing enquiries, concerns about the service provided by Surrey Police, requests for help with local issues, reviews of police complaint outcomes, applications for funding, Freedom of Information requests, and requests to attend my public surgeries.

While not all enquiries fall within the remit of my office, my team always seeks to help. Where we’re unable to assist directly, we signpost people to other organisations who can. We also frequently connect residents with their local neighbourhood teams and Borough Commanders, enabling operational matters to be addressed quickly and locally.

Complaints:

The majority of contacts relate to dissatisfaction with Surrey Police. In line with legislation, these are referred to the Professional Standards Department (PSD) in the first instance.

My team also manages the administration of complaints reviews under Schedule 3 of the Police Reform Act 2002.

Where concerns are raised about the conduct or actions of the Chief Constable personally, these are dealt with directly by my office as the designated Local Policing Body.

Using casework to inform scrutiny:

All correspondence is recorded in our dedicated casework management system. Each case is categorised so we can identify trends and emerging themes in the issues being raised by Surrey residents.

This real-time insight plays an important role in informing how I scrutinise the performance of Surrey Police.

It ensures I can raise specific, locally rooted concerns directly with the Chief Constable – the individual responsible for the operational delivery of policing in our county.

Where appropriate, the information also helps identify areas that may benefit from targeted support or funding from my office.

Previous

Next