We are currently experiencing network problems with the desktop version of Police Oracle. We hope to have these resolved as soon as possible.

Cumbria joins other forces with ‘call back’ function on 101 calls

The force launched the function this week on the non-emergency phone line.

The function is one of a range of options that will be offered to callers if they attempt to speak with the force during a busy period. 

Callers will also have the option of being directed to an online ‘Live Chat’ function as well as an online form where they can fill in a report. 

Other forces such as Dorset and Northamptonshire already have this function in place, while  Essex reported in December that they were looking into it and West Yorkshire have a callback feature “currently in development”. 

When asked about their plans, Essex said: "We currently have a call-back facility in some business areas and are working to identify other suitable areas and where possible, to expand the facility."

In Cumbria, the function has so far been in place for around a week, but the force did not have statistics as to how many 101 calls are typically missed due to long waits, which this function would aim to rectify. 

For Cumbria, three ‘call back’ attempts will be made if, for example, the caller does not pick up the first time round. 

Superintendent Carl Patrick said: “During busy periods, someone calling 101 may face a delay of several minutes getting through to a police officer, as emergency 999 calls are always prioritised.

“We recognise that this can be frustrating, being kept on the phone as you wait to reach the head of the queue.

“However, the new Call Back option allows you to get off the phone whilst holding your place in the queue, and receive an automatic call once you reach the front.

“Once you answer the Call Back you will then rejoin the queue and be next in line to speak with a police officer in our Command and Control Room.”

Leave a Comment
In Other News
Four forces must improve public contacts, HMI warns
Beds scores first-ever outstanding on reoffending rates
Cumbria set to reach Uplift recruit record
More News