Date Responded 17 December 2021

Provision of information held by Northumbria Police made under the Freedom of Information Act 2000 (the 'Act')

As you may be aware the purpose of the Act is to allow a general right of access to information held at the time of a request, by a Public Authority (including the Police), subject to certain limitations and exemptions.

You asked:

Please provide me with the following information about your 101 service.


1. please provide performance statistics of the service for each of the last twelve months, showing:

1a. Number of calls offered

1b. Number of calls answered

1c. Number of calls abandoned/not answered

1d. Average speed of answer and/or average wait time


2. what is the FTE staffing compliment for the 101 service?


3. the number of complaints received relating to the 101 service in the last 12 months?

In Response:

Following receipt of your request, searches were conducted with the Corporate Development, Professional Standards and People Systems Departments of Northumbria Police. I can confirm that the information you have requested is held in part by Northumbria Police, however cannot be disclosed for the following reasons.


The information specific to your request is not held centrally, or in an easily retrievable format as systems used do not record the information you are seeking.  The information requested, specifically for question 3 alone, will require a manual search of systems and records, however it is not recorded if a complaint has specifically been made about the 101 service.  This means that we must then consider all other locations and systems where the requested information may be found.  We have estimated that to locate and extract this information would take over the prescribed 18 hours, therefore Section 12 of the Freedom of Information Act would apply.  This section does not oblige a public authority to comply with a request for information if the authority estimated that the cost of complying with the request would exceed the appropriate limit of 18 hours, equating to £450.00.


You should consider this to be a refusal notice under Section 17 of the Act for your request.


As part of your request would exceed the prescribed limit, as defined by the Act, there is no requirement for Northumbria Police to provide a response to the remaining parts of your request.  However, in order to provide you with some assistance, under Section 16 of the Freedom of Information Act 2000, an initial assessment of the information that may be provided within the time constraints would be questions 1 and 2.


If this would be useful, you may wish to refine and resubmit your request accordingly.

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