Surrey Police in top ten nationally for answering 999 calls

In nationally published figures for January 2024, the Force answered almost 93% of 999 calls within ten seconds, in line with the national target. The Force’s own figures for February show that figure rising to 97.8%.

In 2023, His Majesty’s Inspectorate of Constabulary and Fire and Rescue Services (HMICFRS) assessed Surrey Police and shared the Force’s view that that further improvement was required in its response to calls. Since the inspection took place, much change has been implemented with significant investments made in technology, data, recruitment and training.

Deputy Chief Constable Nev Kemp QPM says: “We are absolutely determined to be here for everyone who needs us, especially at times when that need is at its greatest – when someone has called 999 because a situation could become violent, there’s immediate danger or police support is urgently required.

“These improvements mean that information from the public will be received and acted on more quickly to aid us in ensuring more vulnerable people are kept safe from harm.”

After a concerted campaign to recruit new 999 emergency call takers, the Force welcomed new staff to its contact centre, all of whom have worked hard to develop their skills with the support of more experienced team-mates. If a job in frontline policing where you can really make a difference appeals to you, submit an expression of interest to become a 999 emergency call taker here.  

Major investment in a new telephone system has also contributed to improved performance.

DCC Kemp continues: “I know the contact centre team whose hard work has brought about such swift improvements are determined to maintain the standards they have set, and, like all of us, to strive to deliver the best possible service for Surrey.”

We’re always here if you need us and can be contacted via live chat here on our website, our social media channels, or 101. In an emergency or if a crime is in progress, please call 999.