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| Thousands of Devon and Cornwall police 101 callers hang up | Thousands of Devon and Cornwall police 101 callers hang up |
| (about 2 hours later) | |
| A fifth of callers to the Devon and Cornwall Police 101 service are having to wait more than 20 minutes to get through, a report has found. | A fifth of callers to the Devon and Cornwall Police 101 service are having to wait more than 20 minutes to get through, a report has found. |
| Police and crime commissioner Tony Hogg launched an investigation into the non-emergency number following complaints from the public. | Police and crime commissioner Tony Hogg launched an investigation into the non-emergency number following complaints from the public. |
| He also found thousands of callers hung up in frustration. | He also found thousands of callers hung up in frustration. |
| The 101 number is used to report offences such as vandalism and drug dealing. | The 101 number is used to report offences such as vandalism and drug dealing. |
| 'Not fit for purpose' | |
| Mr Hogg's study found callers were taking an average of more than six minutes to be answered but half waited 10 minutes or longer. | Mr Hogg's study found callers were taking an average of more than six minutes to be answered but half waited 10 minutes or longer. |
| A fifth had to wait 20 minutes or more and more than 25% of callers hung up. | A fifth had to wait 20 minutes or more and more than 25% of callers hung up. |
| The report branded the situation "frustrating and unacceptable". | The report branded the situation "frustrating and unacceptable". |
| In October, it meant 3,768 callers did not get through and another 2,763 got an engaged tone. | In October, it meant 3,768 callers did not get through and another 2,763 got an engaged tone. |
| The review found the police's call-handling technology was "not fit for purpose" and "a substantial barrier to delivering a better service". | The review found the police's call-handling technology was "not fit for purpose" and "a substantial barrier to delivering a better service". |
| Analysis: Simon Hall, BBC South West crime correspondent | Analysis: Simon Hall, BBC South West crime correspondent |
| Monitoring and improving the service the police provide to the public is a core part of the commissioner's job. | Monitoring and improving the service the police provide to the public is a core part of the commissioner's job. |
| But there is also a more subtle agenda in play here. | But there is also a more subtle agenda in play here. |
| Within Tony Hogg's office, there is a concern he is seen as too close to the police, when his role is to be a watchdog and public champion. | Within Tony Hogg's office, there is a concern he is seen as too close to the police, when his role is to be a watchdog and public champion. |
| A tough-talking report like this, with the promise of an improved service, should help to emphasise his independence and enhance his public image. | A tough-talking report like this, with the promise of an improved service, should help to emphasise his independence and enhance his public image. |
| "I will continue to closely monitor performance until such time as I am satisfied it is improving and a reasonable service is being provided," said Mr Hogg. | "I will continue to closely monitor performance until such time as I am satisfied it is improving and a reasonable service is being provided," said Mr Hogg. |
| The commissioner has agreed an improvement plan for the 101 number with Devon and Cornwall Police. | The commissioner has agreed an improvement plan for the 101 number with Devon and Cornwall Police. |
| It will mean a review of call-handling processes, improved technology and the recruitment and training of new staff, Mr Hogg said. | It will mean a review of call-handling processes, improved technology and the recruitment and training of new staff, Mr Hogg said. |
| Case study | Case study |
| Gail Hickman, 63, from Bideford, said she spent 20 minutes trying to call police about an abandoned car. | Gail Hickman, 63, from Bideford, said she spent 20 minutes trying to call police about an abandoned car. |
| "It makes people reluctant to call the police. Who can be arsed to wait that long? | "It makes people reluctant to call the police. Who can be arsed to wait that long? |
| "If you were a mother with a baby you wouldn't wait 20 minutes just to get through to someone. | "If you were a mother with a baby you wouldn't wait 20 minutes just to get through to someone. |
| "People are hanging up and dialling 999 so that things that should be 101 are clogging up the emergency line." | "People are hanging up and dialling 999 so that things that should be 101 are clogging up the emergency line." |
| Ch Supt Jim Nye, head of operations for Devon and Cornwall Police, said: "We are always trying to improve the service, but 999 calls had to take priority. | Ch Supt Jim Nye, head of operations for Devon and Cornwall Police, said: "We are always trying to improve the service, but 999 calls had to take priority. |
| "I am confident the performance concerns will be addressed." | "I am confident the performance concerns will be addressed." |
| It is the second anniversary of the commissioner taking office, and some police sources suspect that has influenced the timing of the release of this report. | It is the second anniversary of the commissioner taking office, and some police sources suspect that has influenced the timing of the release of this report. |