Devon and Cornwall Police Make Significant Improvements in 999 and 101 Call Response

Devon and Cornwall Police have been praised for making substantial progress in handling emergency and non-emergency calls, following a recent announcement from His Majesty’s Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS). The Inspectorate confirmed the Force has been formally discharged from concerns regarding answering 999 and 101 calls.

Major Improvements in Call Handling

In a letter from HM Chief Inspector of Constabulary Andy Cooke to Acting Chief Constable Jim Colwell, the Force was commended for its progress, particularly during the busy summer months. The Inspectorate noted the Force had made significant and sustainable improvements in responding to the public.

In August 2024, one of the busiest months for the Force, 93.9% of all 999 calls were answered within the national threshold of ten seconds. Nationally published BT data ranked the Force 16th out of 42 forces for answering 999 calls. The Force also achieved strong performance in handling 101 calls, with 93.9% of calls answered within 20 minutes, and 93.4% of digital 101 contact (email and other forms) responded to within 24 hours.

Scrutiny and Monitoring

Devon and Cornwall Police had been under enhanced scrutiny from HMICFRS since October 2022, after being placed into the Engage phase of monitoring. The Inspectorate had identified three areas needing improvement: management of violent and sexual offenders (MOSOVO), call handling, and crime recording. Earlier this year, the Force was formally discharged from concerns over MOSOVO.

While the Force remains in the Engage phase regarding crime recording, HMICFRS has now lifted the inadequate rating, upgrading the status to “requires improvement”. A recent audit by the Force revealed a crime recording compliance rate above 90%, demonstrating ongoing progress in this area.

Continuing Challenges and Positive Outcomes

Despite these improvements, HMICFRS acknowledged that the Force still faces challenges in its crime investigation standards. The Inspectorate highlighted progress but noted that investigation standards remain an area of concern. However, they also pointed to an increase in positive outcomes.

Acting Chief Constable Jim Colwell said, “I am pleased that HMICFRS has recognised the significant improvements the Force has made over the past 12 months in answering 999 and 101 calls… However, we will not be complacent, and we will continue to make efforts to improve our contact with the public.”

Police and Crime Commissioner Alison Hernandez also expressed her satisfaction with the progress, highlighting the hard work of call handlers who continue to perform under immense pressure.

Ongoing Commitment to Service Improvement

The Force has been discharged from HMICFRS scrutiny in two of the three areas identified during the Engage phase. While progress in crime recording has been noted, further improvements are needed, particularly in the recording of rape offences and antisocial behaviour. Acting Chief Constable Jim Colwell emphasised the Force’s commitment to improving investigation standards and bringing more offenders to justice.