2025 Contact and Control Room (CCR) figures have been released indicating a strong performance across both emergency and non-emergency communication, and a continued commitment to ensure the public can access policing quickly and effectively.
More than 115,000 calls made to 999 last year, with over 91% answered within the nationally timeframe – a level consistent with the nearly 91% achieved in 2024.
Digital contact has grown significantly, with Live Chat enquiries rising by 39%. Live Chat continues to provide a convenient option for non‑emergency advice, guidance, and updates.
Nearly 19,200 Live Chat conversations were handled last year. This growth has been supported by the launch of the constabulary’s Digital Public Contact Engagement Desk (‘Digi Desk’) in March 2024. Live chat operates daily between 8:00am and 9:30pm, with a response average of 9 seconds.
Funded through the Police & Crime Commissioner’s precept investment, the Digi Desk is an important part of the constabulary’s modernisation plans, improving accessibility and strengthening public confidence.
Police and Crime Commissioner Tim Passmore said: “It is very pleasing to see the significant investment in the control room is paying dividends. I was clear when I increased the policing precept back in 2022/23 I expected to see a marked improvement in the 101 service. I’m pleased to report there has been a continued improvement over these past four years when an additional 27 call-takers joined the control room.
“How we engage with each other has transformed dramatically over the past decade, with many of us using digital media rather than talking over the phone. The Digi Desk is now firmly established and is allowing the public to engage with the Constabulary for non-emergency enquiries in the format that suits them best.
"The very positive feedback from those using the Digi-desk and the live-chat clearly demonstrate that the precept investment from our increased council tax really does make a difference to the police service we receive."
In spring 2024, the Domestic Abuse Video Response Team (DAVR) was introduced, giving victims of domestic abuse the option of speaking remotely with a police officer via a secure video link. This allows for initial details and evidence to be gathered quickly, providing a prompt and discreet response for those who may not feel safe or able to speak by phone.
This shift towards digital communication is also evident in the gradual reduction in 101 call volumes, which have fallen by 2.3% since 2023. This reflects a deliberate move towards online options for non‑urgent matters.