Durham Constabulary enhances call handling response times following investment into force control room

Call wait times at Durham Constabulary are at a record-low following a £1.5m investment in new technology and additional staff.

New figures released this week by the National Police Chiefs’ Council (NPCC), show the force now answers 101 non-emergency calls in a median time of just six seconds – bringing it in line with other regional forces.

Between April 2024 and March 2025, the control room handled more than 310,000 calls to 101.

This progress follows an investment of approximately £1.5m in additional control room staff and advanced technology, made possible with the support of Durham Police and Crime Commissioner Joy Allen.

Earlier this year, the force introduced a new telephony platform to help reduce the time between dialling 999 or 101 and speaking to a call handler. This upgrade ensures quicker responses to both emergency and non-emergency calls, improving the overall experience for members of the public.

To speed up response times, 24 new call handlers have recently completed training and mentoring as part of an ongoing recruitment drive to strengthen the control room team and further enhance service levels.

For emergency 999 calls, 91.7% are now answered within ten seconds, up from previous years and continuing a steady rise since the start of 2023/24. Performance is now matching national standards, with further improvements expected.

In March 2024, Durham Constabulary also transitioned to Single Online Home, a national website that allows the public to submit more queries, report crimes, and complete applications online. This move brings Durham in line with the majority of UK police forces and provides a convenient, accessible way for residents to engage with police services around the clock – helping to reduce pressure on call lines.

Additional enhancements introduced last year include the launch of an automated victim update system, which provides real-time updates via text or email. After reporting a crime, victims can now register on the MyDurham Portal, where they can track the progress of their case, contact the officer in charge, and feel more informed and supported throughout the investigation.

Access to the secure portal is provided via a link sent by text or email once a crime is logged. The system is currently available for selected crime types, including:

• Criminal damage
• Vehicle crime
• Burglary (residential and business)
• Violence against the person
• Harassment
• Anti-social behaviour (nuisance and personal)
• Suspicious activity

For those who may not have access to the internet or prefer other means, traditional contact methods remain fully available.

Chief Superintendent Chris Barker continued: “By introducing innovative technology, we are making it quicker and easier for people to contact us – whether in an emergency or for non-urgent matters.

“Over the last few years, we’ve invested heavily in extra staff and new technology and as a direct result, our call handling performance and waiting times have dramatically improved. Average waiting times on 101 used to be measured in minutes – they are now measured in seconds, and our 999 response rate matches that of other forces across the country. There’s still work to be done and there will be busy times when we’re dealing with peak demand, but these figures prove we’re heading in the right direction and we’re confident we will continue to improve.

"Public confidence in policing starts with people being able to reach us when they need us. These improvements allow us to better serve the people of County Durham and Darlington, helping them feel supported and reassured that help is available when required."

Durham Police and Crime Commissioner Joy Allen added: “Residents have consistently made it clear to me that they wanted to see improvements in call handling and I assured them that I would deliver change. As a result, I continued to prioritise it in my new Police, Crime and Justice Plan.

“That is why I funded the new system and agreed to yet more investment in the call handling team including more staff members, specialist domestic abuse professionals and of course, training.  

“We are now seeing the benefits of that investment, which has dramatically improved the quality of service people receive when they ring in.

“We should never forget that the voice on the end of the phone can provide vital support in times of great stress and has a significant impact on the caller’s overall trust and confidence in policing. This is why call handling will remain an area of intense scrutiny within my office, and why I will continue to work closely with the Chief Constable to build on this success.”