Police Answer Criticism of Poor Telephone Service

2.00.24pm UTC (GMT +0000) Wed 1st Dec 2004

The borough Police Commander's report for December, to be presented to the Police Community Consultative Group on Tuesday (30th Nov) acknowledges frankly the poor service in response to telephone calls. Only 70% of 999 calls are attended to within the 12 minute limit. Of routine calls only 30% are answered within what the police themselves say is an acceptable time frame.

Richmond, unfortunately, is one of the last boroughs to get the new communication system (C3i) and it will not see the benefits until late 2006.

Vincent Cable MP said: "Delays in answering calls is, in my experience, the main source of public frustration over policing. The police are becoming more visible in the streets which is very welcome. But if residents can't get through to register a report of a crime or a problem they have the choice of dialling 999 when it may not be an emergency, or simply giving up. Someone came to my advice surgery on Friday who had been trying unsuccessfully for three days to get through to her community officer and finished up queuing for a long time at Twickenham police station. I am very pleased that Chief Supt Edwards frankly recognises the problem and is trying to deal with it, but the time scale for solutions is worryingly long."