What police have to put up with as demand reaches record levels: Man called 999 to say he couldn’t collect a parcel
A MAN telling a 999 operator he could not collect a parcel is one of the latest ‘inappropriate calls’ to Staffordshire Police’s emergency number.
The force has lifted the lid on the types of ‘issues’ callers have got in touch over which also include a driver bemoaning a diversion and a letting agent seeing a dog in one of their gardens.
It comes as the force saw a ‘recordbreaking’ demand on its 999 service last year with 1,000 calls coming in during one 24-hour period.
Chiefs had been under pressure to tackle waiting times and they say improvements have seen the constabulary go from being ranked 23rd to sixth with 85 per cent of calls answered within 10 seconds.
The Post & Times has previously reported how staff have worked through their breaks to answer 999 calls faster.
The force has now revealed some of the bizarre calls to come through on the emergency line in an effort to remind residents that the number is only there for genuine emergencies.
A clip uploaded by the force involves one man telling the operator a parcel he ordered has been taken to a shop and he has no ID to get it.
The call-handler tells him it’s a matter for him and the company – and she must clear the line for real emergencies.
But that isn’t the only incident. Others have included someone calling 999 to say their cat is in a neighbour’s house – and they’re not in, a letting agent reporting a dog in the garden of one of their properties, an animal carcass at the side of the road, a sinkhole in a garden, and a complaint over a road diversion.
Chief Superintendent Paul Talbot, pictured, who oversees the contact centre, said: “The first point of contact between a victim and the police is paramount to everything we do, and that’s why we’ve invested so much time and effort into improving our contact centre.
“Unfortunately, some people abuse this vital line of communication, by, either intentionally or unintentionally, calling us about matters that have nothing to do with the police.
“We are continuing to improve our 101 and digital reporting services too, which can be used in nonemergency situations.
“We know that there’s still more work to be done, but we’re urging people to only call 999 if they have a genuine emergency so we can get to those in desperate need as quickly and effectively as possible.
“If you’re calling about a nonemergency, our staff are trained to signpost your call to the most appropriate agency or team, which eases the demand on our 101 line and helps us speak to more people about their concerns.”
His Majesty’s Inspectorate of Constabulary and Fire and Rescue Services (HMICFRS) continues to monitor the force’s response to 999 and 101 calls. That comes after the force was found to be ‘inadequate in responding to the public’ in 2022.
However improvements have seen the ‘Accelerated Cause of Concern’ being discharged by HMICFRS Inspector Wendy Williams.
Staffordshire Police, Fire and Rescue and Crime Commissioner, Ben Adams said: “Improving the service people receive when they call 999 was a priority for me as Commissioner when I was first elected, and it remains a priority in my Police and Crime Plan. It’s absolutely fundamental that calls are answered quickly.”