Force blames influx of tourists and staff restructuring for delay in answering 101 calls

Dorset Police apologise for 'unacceptable' 101 call delays

Dorset Police apologise for 'unacceptable' 101 call delays

First published in News by

DORSET Police has apologised for delays in answering 101 calls, blaming the problems on an influx of tourists and staff restructuring.

The force said delays in answering non-emergency phone calls were due to an increase in visitors to the county and an increase in the number of calls to the 101 service.

They are receiving around 1,500 extra non-emergency calls a week this year, compared to the same period in 2013.

The increase in the number of calls has coincided with the amalgamation of the police enquiry centre and the force control room into one force command centre at Winfrith.

Dorset Police is currently recruiting more call handlers but said that delays in answering 101 calls could continue over the summer.

Dorset Police and Crime Commissioner Martyn Underhill said: “The introduction of the new force contact centre and an unprecedented rise in call demand ahead of the busiest time of the year for Dorset Police has created a perfect storm.

“This has led to unacceptable delays and for that I apologise on behalf of the force. I am working hard with the chief constable to ensure Dorset Police provides an effective and efficient service to residents across the county.”

Residents are urged to call outside of peak times and report problems online where possible.

Comments (12)

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2:50pm Tue 5 Aug 14

BIGTONE says...

DORSET Police has apologised for delays in answering 101 calls, blaming the problems on an influx of tourists and staff restructuring.


You can cancel out tourists.
It's been bad from the beginning of this year.
DORSET Police has apologised for delays in answering 101 calls, blaming the problems on an influx of tourists and staff restructuring. You can cancel out tourists. It's been bad from the beginning of this year. BIGTONE
  • Score: 10

3:11pm Tue 5 Aug 14

BigAlfromsunnyBournemouth says...

The onset of summer was completely unexpected and we hadn't planned for it.
The onset of summer was completely unexpected and we hadn't planned for it. BigAlfromsunnyBournemouth
  • Score: 6

3:38pm Tue 5 Aug 14

Teddy 1 says...

Not good. So mr underhill do we never get an influx of tourists at this time of year??? What rubbish this is. The call handling of non emergency calls is horrendous; always has been. I speak from experience....time this ongoing issue is sorted out once and for alll. Don't blame staff changes, technology or visitors - it is down to very bad management.
Not good. So mr underhill do we never get an influx of tourists at this time of year??? What rubbish this is. The call handling of non emergency calls is horrendous; always has been. I speak from experience....time this ongoing issue is sorted out once and for alll. Don't blame staff changes, technology or visitors - it is down to very bad management. Teddy 1
  • Score: 9

4:21pm Tue 5 Aug 14

Mike R-B says...

A young female colleague of mine, concerned about two Prostitutes discussing their nights events whilst rolling "spliffs" below her owned East Bournemouth flat was fobbed off and advised to speak to her Landlord.
A young female colleague of mine, concerned about two Prostitutes discussing their nights events whilst rolling "spliffs" below her owned East Bournemouth flat was fobbed off and advised to speak to her Landlord. Mike R-B
  • Score: 2

5:23pm Tue 5 Aug 14

Lord Parkstone says...

Typical Dorset Police fobbing off the general public. Are we expected to believe an influx of visitors to the area is a problem? Causing staff to be overworked? Maybe they would prefer us to call 999 instead, no, wait that would be wrong and cause them to moan further.
Cut the money wasting starting with Underhill and his over inflated wage which is only surpassed by his over inflated ego. Cut the spending by the fat cat out of touch beuracrats at the top and instead get more staff to handle the calls and also, just a thought, maybe do some proper policing get the community officer back in the community so people can aporoach them like we did in the not so distant past where we managed perfectly well without the waste of time 101 service.
Typical Dorset Police fobbing off the general public. Are we expected to believe an influx of visitors to the area is a problem? Causing staff to be overworked? Maybe they would prefer us to call 999 instead, no, wait that would be wrong and cause them to moan further. Cut the money wasting starting with Underhill and his over inflated wage which is only surpassed by his over inflated ego. Cut the spending by the fat cat out of touch beuracrats at the top and instead get more staff to handle the calls and also, just a thought, maybe do some proper policing get the community officer back in the community so people can aporoach them like we did in the not so distant past where we managed perfectly well without the waste of time 101 service. Lord Parkstone
  • Score: 8

5:24pm Tue 5 Aug 14

politicaltrainspotter says...

Mr Underhill is tonight at the Friends Meeting House,Wharncliffe Road in Boscombe holding a public meeting starting at 7pm.Refreshements from 6.30pm.Your opportunity to voice your frustrations.Even though i'll admit it goes in one ear and out the other but a chance to make him live in the real world for a change.

What was ever wrong with 552099 or 222222.Nothing.Why should we pay 15p to phone the police.Remember,Unde
rhill raised your council tax under the precept rise.Have the service improved.No,it's got worse.The tories and lib dem cut them but they cut the wrong end.
Mr Underhill is tonight at the Friends Meeting House,Wharncliffe Road in Boscombe holding a public meeting starting at 7pm.Refreshements from 6.30pm.Your opportunity to voice your frustrations.Even though i'll admit it goes in one ear and out the other but a chance to make him live in the real world for a change. What was ever wrong with 552099 or 222222.Nothing.Why should we pay 15p to phone the police.Remember,Unde rhill raised your council tax under the precept rise.Have the service improved.No,it's got worse.The tories and lib dem cut them but they cut the wrong end. politicaltrainspotter
  • Score: 5

7:20pm Tue 5 Aug 14

Mike_French says...

An influx of tourists at this time of year? WOW!!! - What a nice excuse and in the background PS. It's really due to the restructuring.......
......

Give me £100k+ p/a and I am very sure I could do a better job.

PPS. No, I do not wish to volunteer to attend your meetings Mr Underhill
An influx of tourists at this time of year? WOW!!! - What a nice excuse and in the background PS. It's really due to the restructuring....... ...... Give me £100k+ p/a and I am very sure I could do a better job. PPS. No, I do not wish to volunteer to attend your meetings Mr Underhill Mike_French
  • Score: 2

8:17pm Tue 5 Aug 14

Chukki's uncle says...

Garbage
Garbage Chukki's uncle
  • Score: 1

8:59pm Tue 5 Aug 14

adspacebroker says...

NO EXCUSE Mr Underhill, this increase was forecast and you did nothing to deal with it, on the contrary you have made it more difficult for existing staff to deal with causing untold stress. Increased awareness of 101 was going to create the increase, the number of visitors to Dorset has not grossly increased. You capacity to deal with the number of calls has in effect reduced. You have a problem that you are looking to deal with , but you knew it was coming so don't apologise!!!
NO EXCUSE Mr Underhill, this increase was forecast and you did nothing to deal with it, on the contrary you have made it more difficult for existing staff to deal with causing untold stress. Increased awareness of 101 was going to create the increase, the number of visitors to Dorset has not grossly increased. You capacity to deal with the number of calls has in effect reduced. You have a problem that you are looking to deal with , but you knew it was coming so don't apologise!!! adspacebroker
  • Score: 2

7:27am Wed 6 Aug 14

podgie says...

Wrote to them highlighting their ridiculous 101 so called service ages ago ,and was fobbed off with a load of old fanny.
Wrote to them highlighting their ridiculous 101 so called service ages ago ,and was fobbed off with a load of old fanny. podgie
  • Score: 1

7:30am Wed 6 Aug 14

podgie says...

Wrote a formal letter ages ago to the police highlighting the shortcomings of the so called 101 service.I was fobbed off with a load of old statistical Bull S*yt..
Wrote a formal letter ages ago to the police highlighting the shortcomings of the so called 101 service.I was fobbed off with a load of old statistical Bull S*yt.. podgie
  • Score: 1

8:46am Wed 6 Aug 14

podgie says...

Edinburgh Police blame current slow response times ,on an influx of comedians.....
Edinburgh Police blame current slow response times ,on an influx of comedians..... podgie
  • Score: 1

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