Commons Sense

House of Commons · Ministers' Questions

101 Service: Call Answering Times

Monday 9 November 2020 · 2 questions

Summarised by AI from the official record, so it can contain mistakes.

Read the full transcript on Parliament.uk

At a glance

Answered 0 Partly answered 2 Not answered 0

Key points

  • Laurence Robertson inquired about steps to improve call answering times on the 101 service.
  • The Minister acknowledged the importance of timely responses to 101 calls and mentioned support for national programmes.
  • Robertson expressed concern that long response times on 101 service lead to increased use of the 999 service.

Topics (select to filter)

Questions & Answers

Q1 Laurence Robertson Con
Policing & Resources Crime & Law Enforcement
Context

The MP is concerned about long response times for calls to the non-emergency police number, which are leading people to use emergency services instead.

Question

What steps she is taking to improve the call answering time on the 101 service; and if she will make a statement. The actual response on the 101 service is quite often far too long, and people then revert to the 999 service, putting undue pressure on it.

Answer from Kit Malthouse

We recognise the importance of a timely response to 101 calls and are supporting national programmes developing new ways for the public to contact the police. Gloucestershire constabulary is a key beneficiary of the Single Online Home for policing, a digital 101 service. The response times and disposition of 101 is a matter for the police and crime commissioner and the chief constable in his county. I urge him to explore it as a reporting mechanism.

Partly answered

Not addressed: Specific steps the Government can take to improve the 101 service

How: The Response Times And Disposition Of 101 Is A Matter For The Police And Crime Commissioner And The Chief Constable In His County

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Q2 Laurence Robertson Con
Policing & Resources Crime & Law Enforcement
Context

The MP is concerned about long response times for calls to the non-emergency police number, which are leading people to use emergency services instead.

Question

I thank the Minister for that response, but the actual response on the 101 service is quite often far too long, and people then revert to the 999 service, putting undue pressure on it. I have a meeting with the chief constable of Gloucestershire on Wednesday, and I will certainly make those points to him.

Answer from Kit Malthouse

It is no surprise that a Member of Parliament who is himself very accessible to his constituents on an almost 24/7 basis should want the same for the police. While I would love to sit behind my desk in Whitehall and manage these things from the centre, the truth is that the response times and the disposition of 101 is a matter for the police and crime commissioner and the chief constable in his county. Some of that solution is technological and we think that much can be achieved through the Single Online Home.

Partly answered

Not addressed: Specific steps the Government can take to improve the 101 service

How: The Response Times And Disposition Of 101 Is A Matter For The Police And Crime Commissioner And The Chief Constable In His County

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