Cumbria Police’s 101 call-handling has been recognised as among the best in the country yesterday (29 May).
The national league tables published by The National Police Chiefs’ Council (NPCC) for 101 non-emergency call waiting times reflects a national reduction in the time people are waiting for their call to be answered to 32 seconds. However, in Cumbria the waiting time is significantly shorter at just three seconds.
T/DCC Catherine Akehurst the outgoing NPCC Contact Management Lead said:
“This marks a defining moment in how policing connects with the public. The journey to reach this point has been one of collaboration, dedication, and sheer determination by colleagues across forces who have worked tirelessly to modernise contact management.
“From refining call-handling processes to integrating new technologies, every step has been guided by a commitment to ensuring that people who need assistance can access it efficiently. I want to extend my sincere thanks to everyone who has contributed their expertise and passion to this project; it is their ingenuity and perseverance that have made this possible."
Chief Constable of Cumbria Constabulary Rob Carden said: “Reducing the waiting times on our 101 non-emergency line is a priority in Cumbria, and I am very proud to see that work recognised nationally through the results that were published this week.
“We have consistently been one of the best performing forces for 101 waiting times in recent years, which is why I’d like to take this opportunity to thank those officers and staff who work day-in and day-out in the Call Management Centre."
In Cumbria, the public are given a number of options for contacting the Constabulary in an non-emergency situation so people can opt for whatever works for them – whether online or via a phone call, with those opting for online helping keep the phone lines free for emergency 999 calls.
Cumbria Constabulary is currently recruiting Staff Control Room Operators into its Call Management Centre. The closing date for applications is 1 June 2025 and details can be found on our website.
Cumbria’s Police, Fire and Crime Commissioner, David Allen, said: “It’s excellent to see Cumbria ranked so highly in the national league tables for 101 – well done to all staff in the Call Management Centre.
“Here in Cumbria, I want to ensure that we continuously improve our 101 and 999 call handling both in efficiency and in quality and will continue to work with the Chief Constable to achieve this even further.
“We have recently been awarded an extra £1.68m by the Home Office as part of the Neighbourhood Policing Guarantee. Part of this guarantee will see Officers that are currently in the Call Management Centre being placed back on our streets and more civilian staff being brought in to handle calls.
“The Call Management Centre is the hub of Cumbria Police and is constantly a busy and exciting place to be. I’d encourage anyone that is looking for an exciting, fast-paced job to apply before the deadline.”
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