Disclosure Details

101 - 657/13

Dated: 08 Oct 2013

Date of request:      28/08/2013

Date of response:   26/09/2013

Provision of information held by Northumbria Police made under the Freedom of Information Act 2000 (the 'Act')(FOIA)

Thank you for your email dated 28 August 2013 in which you made a request for access to certain information which may be held by Northumbria Police.

As you may be aware the purpose of the Act is to allow a general right of access to information held by a Public Authority (including the Police), subject to certain limitations and exemptions.

You asked: 

"1. The number of 'missed calls'/calls that have rang out - calls that have rang out since the 101 number has been in operation.

2. A breakdown of the calls which have been missed/rang out by month, since the number has been in operation. 

3. The number of calls answered on the 101 number.

4. The total number of calls received by the 101 number. 

5. The total spend running the 101 number since its inception - broken down by area of spend, e.g. staffing, equipment (for all areas of expenditure). 

6. The number of complaints regarding the 101 number which have been mad.

7. The total amount raised by the force from any fees per minute paid by people calling the 101 number ."


In response:

We have now had the opportunity to fully consider your request and I provide a response for your attention.

Following receipt of your request, searches were conducted with the Communications and Finance Departments  of Northumbria Police. I can confirm that the information you have requested is held by Northumbria Police.

As advised, we cannot distinguish calls made from the 101 number from other non-emergency calls.  You confirmed that you would be happy to receive the missed call data for all non emergency calls which will incorporate 101 data.  

Further information to provide clarity on what has been provided, is below:

Within Northumbria Police, the '101' system was set up so that calls are delivered to the same points of entry that are used for other non-emergency numbers. The consequence of this is that once calls are received by our systems, we cannot distinguish between '101' calls and other non-emergency calls.

Further considerations to be taken into account are:

At the point of entry, callers are offered the opportunity to dial an extension number direct, without the need to speak to anyone first and many people take advantage of that facility; these calls are not included in the data attached.

During the day and early evening, callers who do not dial an extension number themselves will be connected to the switchboard staff, who will very quickly connect them to where they need to go inside the organisation, this will include connecting them with a Contact Handler if they are reporting an incident or crime. Switchboard call numbers are therefore included in the response.

During the night, there is no switchboard and callers who would otherwise be connected with the switchboard will be connected directly to a Contact Handler. These Contact Handler non-emergency call numbers are included in the response (these staff also answer emergency calls).
1-4 see attached

5. The adoption of 101 in Northumbria has not involved any additional staff or equipment. The only additional cost incurred since its inception is in relation to call charges for the period December 2011 to June 2013 at £9,686.

6. Whilst we did receive calls (particularly in the early months of the service) from people who were reporting that they could not access the service, this has not been associated with a complaint against the service received once connected to the police or Contact Handlers.

These  calls were routinely handled as engineering issues, for example:-
Some English villages along the Scotland border are on Scottish telephone exchanges and had no '101'service until Scotland joined the service.
Some mobile phone service providers were still in the process of enabling the '101'service on their systems.
Some callers were ringing from inside private telephone systems (such as inside offices) and the relevant companies needed to have their systems configured to enable staff to ring '101'. 

7. The Force does not receive any income as a result of people calling 101.

Due to the different methods of recording information across 43 forces, a specific response from one constabulary should not be seen as an indication of what information could be supplied (within cost) by another.  Systems used for recording these figures are not generic, nor are the procedures used locally in capturing the data.  For this reason responses between forces may differ, and should not be used for comparative purposes.

The information we have supplied to you is likely to contain intellectual property rights of Northumbria Police.  Your use of the information must be strictly in accordance with the Copyright Designs and Patents Act 1988 (as amended) or such other applicable legislation.  In particular, you must not re-use this information for any commercial purpose.

How to complain

If you are unhappy with our decision or do not consider that we have handled your request properly and we are unable to resolve this issue informally, you are entitled to make a formal complaint to us under our complaints procedure which can be found at: http://www.northumbria.police.uk/foi/disclosurelog/foicomprights.asp

If you are still unhappy after we have investigated your complaint and reported to you the outcome, you may complain directly to the Information Commissioner’s Office and request that they investigate to ascertain whether we have dealt with your request in accordance with the Act.


FOI Complaint Rights Procedure_tcm4-67103
FOI 657-13_tcm4-83608