Our call centre can help you
What happens when you phone us?
The way we get your call and deal with it depends on which
number you use.
When you dial 999, your call goes to an
operator at the telephone company who will ask which service you
need. If you ask for police, they will put you through to us. Our
Call Handler will ask about what's happening and whether you are in
danger, and if necessary arrange for a police officer or officers
to come to you. The 999 service is for
emergencies. Please remember that if all the operators are tied up
talking about non-emergency situations, a critical call about a
life or death situation may be held up for several valuable
If you use our non-emergency number 101
your call comes straight through to our operator, who will ask
where you are phoning from and what the call is about. You will
then be put through to a call handler who will take some more
details and if necessary arrange for a police officer to visit
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The speed of our response to your call depends on how urgent it
- Grade One is an Emergency Response, where we
will be with you within ten minutes.
- Grade Two is a Non-emergency Priority
Response, where we will be with you within an hour.
- Grade Three is a Non-emergency Scheduled
Response, where we will be with you within 24 hours.
- Grade Four is a Non-emergency Resolution
without Deployment, where the matter is sorted out by phone without
any need for us to visit you.
The grading level is set initially when you phone us, but we may
upgrade it or downgrade it as we find out more about the