101 call waiting times

Meeting: 
MQT on 2014-01-29
Session date: 
January 29, 2014
Reference: 
2014/0135
Question By: 
Caroline Pidgeon
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor

Question

How many non-emergency 101 calls did the Metropolitan Police answer in 2013? How many were answered within 30 seconds; how many calls were dropped; what was the average time taken to answer; and what was the longest time taken to answer?

Answer

Answer for 101 call waiting times

Answer for 101 call waiting times

Answered By: 
The Mayor

The table below provides the performance data requested.

2012/13 Performance year

No of non-emergency calls to 101

2,839,464

No. of calls answered within 30 seconds

2,592,580 (91.3%)

Average time taken to answer a call*

11 seconds

No. of dropped calls**

65,709

You also asked for the longest time taken to answer a call. We do not have this data at present but will endeavour to provide it to you as soon as possible.

*The target time for answering calls is 30 seconds

**101 calls are abandoned for a number of reasons, whether through callers dialing 101 in error, not wanting to wait or loss of phone reception.  The system does not allow the Met Police to look into the reasons for abandonment without looking into each individual call.