999 waits

Meeting: 
MQT on 2018-10-19
Session date: 
October 19, 2018
Reference: 
2018/2645
Question By: 
Keith Prince
Organisation: 
GLA Conservatives
Asked Of: 
The Mayor

Question

Please provide the (a) average waiting times and (b) volume of calls for the Metropolitan Police's 999 telephone line between the hours of 9pm and 6am for the past two years (c) number of calls terminated before being answered, broken down per month - for each of the following boroughs:

•              Barking and Dagenham

•              Redbridge

•              Havering

Answer

Answer for 999 waits

Answer for 999 waits

Answered By: 
The Mayor

The chart below shows the average answer times, volume of calls and incomplete calls for 999 calls for the Metropolitan Police Service.  We are unable to break down this information for the above three boroughs and times because the MPS has one London-wide set of 999 lines used to connect emergency calls.  Until a call is answered, it is not possible to determine the location of the caller.

It is important to note the operating model used by BT to connect emergency calls.  Once BT have identified the service required, the BT operator will try a number of different phone routings and circuits to connect the caller as quickly as possible to the emergency services.  This will involve the operator switching the call between different phone circuits; each time a switch is made it will register as an incomplete call. 

However, this does not mean the caller has been abandoned as they remain connected with the BT operator.  The BT operator will only withdraw from the call once s/he has confirmed the caller has successfully connected with the emergency services. 

In those cases where the caller has hung up before connection, BT will notify this to the emergency authorities, who will attempt to call the caller back.

Month

999 average answer time

999 Calls offered

Incomplete 999 Calls

Sep-16

15.1

175277

3199

Oct-16

13.9

180742

5626

Nov-16

9.3

157116

1553

Dec-16

12.8

171682

2269

Jan-17

7.6

147925

1238

Feb-17

11.3

150686

1618

Mar-17

11.4

177512

3374

Apr-17

10.3

171872

1960

May-17

12.7

186454

3196

Jun-17

24.9

206146

7908

Jul-17

21.0

205232

6319

Aug-17

13.5

182219

3460

Sep-17

13.7

176962

3802

Oct-17

16.5

191399

4133

Nov-17

14.8

178105

3879

Dec-17

20.8

180093

5491

Jan-18

11.0

164155

2435

Feb-18

15.2

158467

3900

Mar-18

18.1

181942

4627

Apr-18

15.7

172080

3895

May-18

21.4

190444

4962

Jun-18

32.2

206672

8740

Jul-18

41.4

223507

11491

Aug-18

23.7

195361

5785

Sep-18

18.0

189079

3999