Agenda item

Update on recommendations from 101 deep dive


Alison Hernandez, Police and Crime Commissioner, presented the update on recommendations from the 101 deep dive.


Key points highlighted to Members included the following:



that the panel’s recommendations had been taken to the Scrutiny panel and these would be answered as part of the scrutiny process.  The first scrutiny panel took place on 11 November 2020; there were lay scrutiny members that work with us on stop and search and 2 Councillor advocates that had also joined the panel;



two more meetings were yet to take place to explore the scrutiny, one on 24 November 2020 and the last one on 3 December 2020, a report would be ready early in the New Year before the next panel; 



the panel recommendation regarding the RAG rating change to red from amber was not put in place because of the following reasons:

•There was an annual action plan that the 101 team always worked to in terms of improvement. There was a range of activity and actions already underway;

•The Commissioner felt that no more actions should be undertaken when 101 was in the process of being scrutinised, until the problems were known, and needed to wait until the scrutiny process was complete;

•This may well come out at the end of the process as a red RAG rating after the scrutiny, but until the next 2 phases had been completed this would will be paused until the whole process had been through the scrutiny panel.


The panel discussed:



why a representative from the Police and Crime panel wasn’t on the scrutiny panel to put reasons and cases forward?



when the scrutiny process would be completed?



if the Commissioner felt that the investment of £1.3 million had been value for money to achieve these results?



if the Police communications team could send an update via email of how to report something to the Police? This could be communicated via Members’ own social media channels;



that the 101 calls had dropped from 86% to 65% and maintained the same RAG rating and that it would be beneficial to split down the number of issues within 101 and give them a separate RAG rating;



the usefulness of the RAG ratings and how they could give the panel or the general public any sense of confidence that things were going well?

•There was a repeat victimisation RAG rating, which was green, despite the fact it hasn’t improved, 26% static, not changed, so why was it green?

•Attendance time was green, but was worse than the national baseline; should it be amber?

•Email and text response time was nowhere near base line, 71% response in 24 hours compared to 98%, but this was green.


The Commissioner advised that she was nervous of changing the 101 RAG rating to red and making an action happen as 4 years had been spent completing lots of actions and these were currently being scrutinised. Panel members were encouraged to contact the Commissioner’s office with specific examples of people having to wait for the 101 call in order for it to be investigated – it was highlighted that a web chat function was also available. The RAG rating detailed how the Police and Crime Commissioner was holding the police force to account and their performance and what could be done if performance wasn’t satisfactory.


It was agreed that the Police and Crime Commissioner would send the link to Councillor Rule regarding live waiting times so that these could be passed on to community groups.


The Panel noted the update.