Suffolk Constabulary encourages use of its online services as call demand rises

Suffolk Constabulary is encouraging the public to make use of online reporting and the live chat service as demand across its contact channels continues to increase.

This follows mid-year figures from the constabulary’s Contact and Control Room (CCR) which shows that so far this year, until the end of June, more than 103,000 calls were received to the non-emergency 101 number. This is an increase of nearly 21% compared with the first six months of last year, with a particular escalation since this March.

Similarly, emergency 999 call volumes have increased notably since the beginning of spring, with May recording comparable numbers to last year’s peak summer levels. In the first half of this year, 56,000 emergency 999 calls have been received, which is a 9% increase compared with last year.

Chief Inspector Andy Pursehouse, who leads the constabulary’s Contact and Control Room, said: “With summer comes our busiest time of the year, and our priority is to ensure that people can reach the police quickly in an emergency. We therefore ask people to consider the most appropriate way to get in touch.

“The 999 number should only be used when there is risk to life or safety, or a crime is in progress.

“For non-emergency matters, make use of our digital services. Online reporting is a quick and convenient way to report crimes that have already happened or are not urgent. You can also get advice and support using Live Chat.

“This helps us manage demand effectively and ensure our phone lines are free for those who need urgent assistance.

“Of course, if you are unable to get online you can call 101 for non-emergencies. However, it’s worth noting that all Live Chat operators are also trained call takers who manage online reports. This means there is a consistent level of service across all our contact channels.”

Live Chat operates every day, between 8am and 9:30pm. On average, enquiries are responded to within 11 seconds, with more than 90% of surveyed users saying they would recommend the service.

More people are choosing to contact the constabulary online. Between January and June 2026, online report submissions through the Suffolk police website increased by more than 30% compared with the same period last year.

Ch Insp Pursehouse continued: “The increase in demand is not being driven by a rise in crime. Instead, it reflects greater awareness of the range of ways people can contact the police, increased use of digital services, and a wider range of situations in which people turn to the police for help, advice and support, often as an initial point of contact.”

For the last three years, Suffolk Constabulary has been undertaking a transformation process within the CCR, aimed at improving service delivery, enhancing public confidence and modernising policing operations.

Funded through the Police and Crime Commissioner’s precept investment, this transformation includes the recruitment of additional call takers who are dual trained to support both call handling and dispatch to ensure faster deployment of officers to incidents and more efficient service delivery.

It also includes the introduction of the Digital Public Contact Engagement Desk (Digi Desk), launched in March 2024, which handles all online demand, including Live Chat, social media, emails and online reports, offering the public more flexible and accessible ways to get in touch.

As part of the wider transformation programme, the constabulary also offers digital services to support vulnerable people, including the Domestic Abuse Video Response Team (DAVR) service. This allows victims of domestic abuse to speak with a police officer remotely, via a secure video link, allowing initial information and evidence to be gathered quickly, while providing a prompt and discreet response for those who may not feel safe or able to speak by phone.

Through the national Right Care, Right Person approach, Suffolk Constabulary has also implemented in changes to ensure that individuals in crisis receive the most appropriate support from the right agency.

Ch Insp Pursehouse concluded: “My team in the CCR play a crucial role in our policing. They are the first point of contact for people in need and handle a wide range of incidents and challenging situations.

“I am proud of their hard work and commitment, particularly as demand continues to grow across our contact channels. Whilst we have made significant improvements in recent years, we will continue to look for more efficient ways of working, invest in our people and technology, and ensure that we provide a service that meets the evolving needs of our communities.”

The constabulary continues to recruit within the CCR, with vacancies advertised periodically on the Suffolk police website, via Current vacancies - Norfolk & Suffolk

Suffolk’s Police and Crime Commissioner Tim Passmore said: “Over the years it has become clear to me that people no longer necessarily want to engage via the telephone, and for this reason we have invested in technology to make contacting the Constabulary more convenient to those who don’t always want to make a call.

“This investment, funded through the policing precept element of our council tax, has without a doubt improved the service we provide to the public.  These changes have reduced waiting times, improved deployment processes, and helped the Constabulary manage increased seasonal demand more effectively.

“However, we all need to do our bit to maintain this favourable position.  So if you do need assistance – particularly through the summer months when the population of Suffolk increases substantially – please stop to think whether it would better to make use of the digital services including the LiveChat.  But of course, in an emergency do not hesitate, call 999.”