Delayed 101 response a real concern
Councillor’s frustration over calls
There is frustration over the length of time being taken to answer 101 calls.
A Perth and Kinross councillor has expressed concern that delays with the nonemergency call system may put people off reporting crimes.
At a council committee meeting on Wednesday, October 25, Bailie Chris Ahern revealed he himself phoned 101 recently and hung up after being told there was a 15-minute wait to speak to someone.
The Conservative councillor raised the issue as Perth and Kinross Council’s housing and social wellbeing committee was provided with an update on a partnership response to anti-social behaviour in the area.
The Perth City Centre councillor told the committee: “On Monday evening I had cause to call 101. There was a group of youths outside on dirt bikes in the car park outside my home without helmets on, no lights and driving in amongst cars, pavements and on the roads in the dark.
“When I got through to 101, I was told I had a 15-minute wait so I just hung up and just monitored it. It wasn’t at the threshold I thought I needed to dial 999.
“Even if I had done, in the past I’ve not had a response to 999 and I don’t know whether that’s down to police numbers we have now.”
He asked police officers at the meeting: “I just wonder is the 101 service going to improve? Am I similar to a lot of others that because you’ve had a long wait when you get through to 101 they’ve hung up? And we’re not getting crimes reported because they don’t know of another route to report low-level crime?”
Sergeant Lee Stewart apologised to Bailie Ahern and said he understood his concerns.
He told him: “It is a frustration. I know it is being looked at nationally. I totally share your frustrations.”
Sgt Stewart pointed to Police Scotland’s online contact form as an alternative means of reporting a non-emergency incident.
Chief Inspector Tom Leonard said: “The 101 [service] is mentioned fairly regularly as a source of frustration, as is any kind of call handling service I imagine. The 101 system is paired with our 999 system.
“We’ve seen unprecedented demand – around about 20 per cent increase into both call-handling systems. So when the 999 calls are particularly busy, 101 call handlers backfill to support that.”
He urged members of the public to report incidents of anti-social behaviour.
CI Leonard said: “If you are suffering from any form of anti-social behaviour then I would urge people to contact the police.
“I appreciate there may be some frustrations with the length of time it takes to get through on some occasions on the 101 system.
“But if it’s an emergency, if there’s a crime that’s occurring and there is a risk then very much use the 999 system. If that’s not the case then please use 101 or some of the alternative methods of contacting.
“The reassurance is there that both within the police and the wider partnership we will listen to you and we will address the issue.”