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165-17-808 999 and 101 Calls and Response Times

27/11/2017 12:16:50

FREEDOM OF INFORMATION REQUEST REFERENCE NO: 165-17-808

 

I write in connection with your request for information received on 10 August.

 

You had asked:

 

For the financial years 2013-14, 2014-15, 2015-16, 2016-17, and 2017-18 to date:

 

Q1. How many emergency 999 calls did the force receive?

 

  1. a) On average, how long did it take officers to respond to the highest priority 999 calls    during 6am-11pm?

 

  1. b) On average, how long did it take officers to respond to the highest priority 999 calls during 11pm-6am?

 

Q2. How many calls were made to 101?

 

  1. a) What was the average wait for a call to be picked up?
  2. b) What was the longest wait for a call to be picked up?
  3. c) How many calls were abandoned before they were picked up by an officer/call handler?

 

Response:

Section 1 of the Freedom of information Act 2000 (FOIA) places two duties on public authorities. Unless exemptions apply, the first duty at s1(1)(a) is to confirm or deny whether the information specified within a request is held. The second duty at s1(1)(b) is to disclose information that has been confirmed as being held. Where exemptions are relied upon Section 17 of the FOIA requires that we provide the applicant with a notice which: a) states that fact, b) specifies the exemption(s) in question and c) state (if that would not otherwise be apparent) why the exemption applies.

 

The information that you have requested is held by Surrey Police.

 

This table below presents the number of 999 and 101 calls, the number of 101 calls abandoned, the average and longest wait for 101 calls, and the average attendance times for grade 1 incidents reported by 999, for the financial years 2013-14 to

2017-18:

 

Year

2013-2014

2014-2015

2015-2016

2016-2017

2017-2018

999 Calls

123863

117224

106790

121447

50565

6am-11pm Average Attendance Time

00:11:28

00:12:50

00:15:07

00:15:53

00:16:54

11pm-6am Average Attendance Time

00:09:40

00:11:11

00:12:15

00:12:31

00:12:29

101 Calls

442597

419711

346843

351340

140537

101 Average Wait

   

00:03:23

00:02:15

00:01:29

101 Longest Wait

   

00:59:30

00:59:57

00:46:07

101 Abandoned Calls

76262

92575

65211

72415

18793

 Important Notes:

 

- Results are extracted from a live information system, which is subject to change over time.

- Due to a system error, the number of calls between 31/10/15 and 24/11/15 are not recorded.

- The average and longest wait times are only available from 24/11/15.

- The average attendance times are based on all reports where the initial call source was 999, it has been graded as an emergency response by the Force Control Room, and officers attended the incident

 

Surrey Police provides you the right to request a re-examination of your case under its review procedure. How to do this is set out in the attached Appeals Notice. Having followed the full procedure, if you are still dissatisfied, then you have the right to direct your comments to the Information Commissioner who will give your case consideration.

 

I would like to take this opportunity to thank you for your interest in Surrey Police. Should you have any further enquiries concerning this matter, please write or contact us on 01483 - 630007 quoting the reference number above.

 

Yours sincerely                                                                                                    

 

Information Access Team Decision Maker

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