One in ten 101 calls go unanswered leaving people to hang up

Ten per cent of callers trying to access help are hanging up because they are waiting too long.

It has led to concerns that those whose calls are not answered are then ringing 999, piling pressure on emergency call handlers who have had to deal with a rise in calls compared to last year.

Calls to 999 rose by 12.5 per cent during 2017, with demand reaching an all-time high during June when each weekend broke previous records for calls during a 24-hour period.

Police and Crime Commissioner David Jamieson admitted it was a challenging time for call handlers.

He said: “I have focused on improving this area, so that the public gets a quicker response to their calls. There is still much to do, but the initial signs are encouraging.

“West Midlands Police has faced an extraordinary rise in demand that has placed huge pressures on the service.

“Increased staffing in this area and new technology we’ve brought in are starting to make a difference. While demand remains at record levels, this will continue to be a difficult area for the force.”

Chief Constable Dave Thompson said the force would be focusing on trying to drive as many people as possible who are are not in an emergency situation to contact them online, freeing up 101 staff.

A recorded message will urge 101 calls to use the website instead, if appropriate.

He told the Strategic Policing and Crime Board: "Nationally, our call abandonment rate is not particularly high. The force is at the lower end.

"Abandonment might be a good thing in the future because it will mean they have listened to the message and gone to the website."

Sarah Marwickm, who is a member of the strategic policing and crime board for the West Midlands, said she was concerned people who were not getting through to 101 were dialling 999 instead.

She said: "Abandoned calls are down and that's great but it's about the 10 per cent that are abandoned and understanding what happens to these. Are they using the website. Are they putting the phone down and ringing 999?"

In July, it was revealed nearly 400,000 calls to the 101 number went unanswered over the previous 12 months.