Police risk being ‘overwhelmed’ by rising 999 calls after budget cuts

Forces are having to ‘take on problems that other organisations can no longer manage because of fewer resources’, watchdog says

A new report says that some 999 calls were not being answered for more than two minutes (PA)

Police forces are at risk of being “overwhelmed” by a rising number of emergency calls from members of the public as cuts to public services “shift demand on to the police”, a watchdog has warned.

HM Inspectorate of Constabulary (HMICFRS) said calls to 999 had risen by 11 per cent over two years in England and Wales, and that a 10-second target for answering them was being missed.

A report published on Thursday said that some 999 calls were not being answered for more than two minutes, adding: “Failing to answer within target times could indicate the increasing pressure from more 999 calls that may or may not be about an emergency.”

In the same period, calls to the 101 non-emergency number fell by 13 per cent. HMICFRS said that long waiting times and poor performance were causing some people to lose confidence and dial 999 instead.

Calls to both numbers dropped dramatically during the coronavirus lockdown, but crime is now returning to previous levels and some police forces have reported high numbers of people reporting lockdown violations.

The report warned of a longer-term trend of police having to “take on problems that other organisations can no longer manage because of fewer resources” and increasing incidents involving vulnerable people.

“Calls take longer, and call handlers need more skills to deal with increasingly difficult situations,” it said.

“They may need to talk to other organisations, such as health and housing agencies, with whom the caller may already be in contact, and agree next steps in the caller’s best interests.”

HMICFRS said that the 101 number was set up specifically for non-crime incidents that needed the input of organisations such as the NHS, social care, housing and environmental services.

“But other organisations withdrew their support for 101 as their funding reduced – much of the demand on 101 now isn’t police work,” the report added.

“Cuts in other public services have shifted demands on to the police and other parts of the criminal justice system. Other organisations need to accept the public risk they have responsibility for, when police resources are now so constrained that some forces are struggling to cope.”

In one example relating to a local force, Lancashire Police said almost a third of the calls it receives are matters that other organisations, such as the council or the NHS, should deal with.

The report said that inconsistent management systems and a lack of alternatives to calling police were worsening problems, and that overload could mean calls from vulnerable people going unanswered or not being assessed.

Phil Gormley, an HM Inspector of Constabulary, described call handlers as “dedicated and professional public servants” but said they were being limited by technology and management structures.

He called for a standardised approach to be adopted across the country, governing how calls are handled and how quickly 999 must be answered.

“Inconsistencies in how police forces respond to calls from the public need to be eradicated or else they risk being overwhelmed by rising and increasingly complex demand,” Mr Gormley said.

“The control room is one of the engine rooms of a police force. If it doesn’t have the right systems and processes in place, the force won’t have an accurate picture of demand.

“This will affect its ability to respond to calls and investigate crimes effectively. It can also prevent the most vulnerable in society getting the help they need.

“Forces must make sure that the service the public receives is consistent and equitable, not dependent on where they live.”

HMICFRS made recommendations to improve how control rooms operate, as well as how forces manage contact from the public more widely, calling for greater flexibility with online options.

The National Police Chiefs’ Council (NPCC) said that as well as the rising number of calls, handling times were increasing because of “the complexity of the demands we face, including mental health issues and other vulnerabilities”.

“This can create a situation where, at times, demand exceeds supply,” a spokesperson added.

“The police service has worked to address call-answering times, especially on the emergency 999 service, and has made some improvements.”

The NPCC said a new strategy had been developed to standardise control-room practices and HMICFRS recommendations would be considered.

A Home Office spokesperson said: “Nobody in need of urgent help should have their emergency calls unanswered.

“We are helping the police respond to changing demand by giving policing the biggest funding increase in a decade and supporting forces to recruit 20,000 extra police officers over the next three years.”