101 response times

Freedom of Information (FOI) Act request ref: 01/FOI/25/009070/R

Version Date: 02/12/2025

The Contact Management & Communications Unit has provided the following information:

Please can you tell me how many calls to your force's non-emergency police number 101 were made between 1 November 2022 and 1 November 2025.

678,938

I would also like to know how many of these calls went unanswered.

166,587

Can you please also tell me:

What was the average time for someone to answer the call the non emergency 101 number.

0:09:16

What was the average time for a call to be ended without being answered?

0:18:25

What is the current target time for 101 calls to be answered and how many calls were not answered within that target time?

The current target time is 75% of 101 calls to be answered within 5 minutes.

This target was set on 4 November 2024. Prior to that date, the target was to answer 90% of 101 calls within 20 minutes.

In respect of compliance with the current target, the following data relates to calls received on 101 since 4 November 2024 until 31 October 2025:

In respect of compliance with the previous target, the following data relates to calls received on 101 between November 2022 and the setting of the new target on 4 November 2024: