Devon & Cornwall Police Among Fastest in the UK for 999 Response: What Changed?

Emergency Call Response Times Drastically Improved

Devon & Cornwall Police has made significant strides in improving its response times for both emergency 999 calls and non-emergency 101 contact, according to new figures. In November 2024, the Force ranked ninth fastest among 44 UK forces for answering emergency calls.

Over the past year, 94.2% of 999 calls were answered within the national threshold of 10 seconds—an improvement of 5.8% compared to 2023. Non-emergency calls have also seen dramatic improvements, with the average wait time for 101 calls in the second half of 2024 reduced to 3 minutes and 43 seconds—nearly 27 minutes faster than the same period in 2023.

Better Systems Lead to Faster Online Reporting

In 2024, the Force’s website received over 69,000 reports, with average response times dropping throughout the year. By December, the average wait time for online reports was less than five hours, down from a yearly average of 12 hours. This improvement follows the implementation of nationally standardised forms, replacing previous email reporting methods. These changes have allowed control room staff to collect more thorough and accurate information at the initial point of contact, saving time for both the public and the police.

Milestone Recognition from National Inspectorate

In September 2024, Devon & Cornwall Police was officially removed from enhanced monitoring by His Majesty’s Inspectorate of Constabulary and Fire and Rescue Services (HMICFRS). The decision followed concerns raised in previous years about delays in emergency and non-emergency contact. The Inspectorate noted that the Force had made “significant and sustainable improvements” in its handling of public contact.

Improved Support for Mental Health Incidents

Devon & Cornwall Police has collaborated with the NHS and social care providers to implement the “Right Care, Right Person” approach. This ensures that individuals experiencing poor mental health receive support from the appropriate agency, often outside of police involvement. Control room staff are now trained to assess situations and provide guidance to callers when police attendance isn’t necessary, ensuring a more tailored response to mental health crises.

Leadership Praises Hard Work but Vows to Do More

Assistant Chief Constable Nikki Leaper highlighted the dedication of officers and staff, saying: “These rapid improvements in our handling of emergency and non-emergency contact from the public are proof of the continued hard work and dedication of officers and staff across all areas of the control room and at our front offices.”

Leaper acknowledged the impact of past delays on public perception and expressed a commitment to ongoing improvements. “People should feel confident that Devon & Cornwall Police can deliver the service our communities deserve,” she said. “Our recent performance is excellent, but we will not be complacent.”

Police and Crime Commissioner Alison Hernandez echoed this sentiment, crediting strategic investments made since 2017, including the reopening of 18 police enquiry offices and the recruitment of contact officers. Alison said, “I am delighted that the hard work and investment by our communities via their council tax precept is finally paying dividends. However, we cannot be complacent.”

Have Feedback for Devon & Cornwall Police?

Whether you’d like to share a positive experience or raise concerns, the Force encourages feedback from the public. You can submit your comments via the official feedback page: Devon & Cornwall Police Feedback.

Photo: ACC Nikki Leaper interview