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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 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.
“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.”
Joy Allen, Durham Police and Crime Commissioner
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.
For those who may not have access to the internet or prefer other means, traditional contact methods remain fully available.
Chief Superintendent Chris Barker said: “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.”
Find out more about how Durham Constabulary is investing in improving its services – Durham’s new Investigative Hub officially opened.
