The Her Majesty's Inspectorate of Constabulary and Fire and Rescue Services (HMICFRS) has found that West Mercia Police's response to the public needs improvement. The force's 999 emergency call response rate was below the expected level, with only 76.1 percent of calls answered within 10 seconds. Additionally, the abandonment rate for non-emergency calls was higher than expected. The force is currently working on reducing call waiting times.
The force did not always update victims if there was going to be a delay attending an incident, said inspectorsHis Majesty's Inspectorate of Constabulary and Fire and Rescue Services revisited West Mercia Police in July following "cause for concern" over its service in 2021.
Additionally, it found too many callers on the 101 non-emergency line were hanging up before their calls were answered, with the "abandonment rate" at 22.7 percent, when the expected level was five percent. The force said it was pleased that in all of the calls that were reviewed, contact handlers "dealt with callers professionally and with empathy".
The watchdog, though, stated the force had not improved how effectively investigations were supervised.West Mercia Police said it was pleased to see a "sustained and significant improvement in several areas" including compliance with the Victims Code of Practice, said Acting Deputy Chief Constable Richard Cooper.
West Mercia Police HMICFRS Response Public Emergency Calls Non-Emergency Calls Call Waiting Times
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