Call centre information – 004/18

Date Responded 01 February 2018

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:

I am interested in information as far back as you have accessible without incurring a cost. If this is not clear then say from December 2017 to the year 1992 (I fully expect there to be no data this far back).

I am interested in as finer resolution as possible if Daily is too time-consuming (would incur a cost) then Monthly statistical data would be very welcome.

1. I am interested in Total Number of 999 Calls, Total Number of 101 Calls, Number of Abandoned Calls for both, Call Satisfaction, Waiting Time in seconds for both, crime group of call if available (1-8), if other information is found during extraction I would be very happy to have these included but this is not necessary. I would, however, request a list of factors which are easily extractable from this dataset for future reference.

2. Information regarding in general overall information for your call center for example annual demographic data such as age, male or female, call density for days of the week would be very helpful.

We have now had the opportunity to fully consider your request and I provide a response for your attention. 

We then advised you that some points in your request could not be achieved either due to the time parameters or that the data was not held.  You responded and said the following: 

“Excellent may I have your computerised call data from 2005 onwards.

Call Satisfaction: Understood, thank you for your time.

Waiting Time in Seconds: Understood, please can you send the data you have available.

Crime Group information: It is my understanding that the Police (although this may be for Scotland) denote the type of crime by groups, as found here,   if you use a similar system please include it, if this data is not recorded then you need not worry about including it.

Demographic Information: Understood and Thank you.” 

In Response:

Following receipt of your request, searches were conducted with the Communications Department of Northumbria Police. I can confirm that the information you have requested is held by Northumbria Police.  However, it cannot be disclosed for the following reasons. 

Initially we thought we could provide data going back to 2005.  This has not been the case as the information is not held in a format that allows its extraction within the permitted 18 hour threshold and therefore Section 12(1) of the Freedom of Information Act would apply. 

However,  although excess cost removes Northumbria Police's obligations under the Freedom of Information Act 2000, as a gesture of goodwill I have supplied information attached, which we have been able to extract before the fees regulations was realised.  I trust this is helpful, but it does not affect our legal right to rely on the fees regulations for the remainder of your request. 

With the above in mind, the data attached is based on monthly figures.  

Additionally with regards to the ‘Crime Group’ question, we do not hold the data in the same format as Police Scotland, we use the following codes when a crime is reported. 

Violence, including fights, offensive weapons etc.,

Sexual Offence




Vehicle Crime

Recovery of SMV

Criminal Damage


Stalking and Harassment

Child Sexual Exploitation / Grooming

All other Notifiable Crime, including: Bombs, Bomb Threats and all prostitution related activity 

And the following codes when a crime report is finalised;

All notifiable Crime, except :-  Sexual Offence or recovered SMV

Rape or attempted rape

Sexual Offences other than rape

Recovery of SMV 


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