West Midlands Police has demonstrated marked improvements in its response to both emergency and non-emergency telephone calls, according to the latest performance figures. A report presented to the West Midlands Police and Crime Panel highlights significant progress in call handling during the 2024/25 period compared to the previous year.
Enhanced Performance in Emergency 999 Calls
The statistics, detailed in Police and Crime Commissioner Simon Foster's annual report, show that the force has strengthened its handling of critical 999 calls. The total volume of 999 calls received by West Midlands Police decreased by 10 percent, falling from 810,868 in 2023/24 to 732,440 in 2024/25.
Key Improvements for Emergency Response
Despite the high volume, call handling performance remained robust. The proportion of 999 calls answered held steady at an impressive 99.9 percent, indicating sustained reliability. More notably, compliance with the national 10-second service level agreement improved from 93 percent to 96 percent, a gain of three percentage points.
The average answer time for 999 calls saw a dramatic reduction, dropping from five seconds to just three seconds. This represents a 40 percent improvement, ensuring faster connections during emergencies where every moment is crucial. Additionally, the number of calls abandoned after waiting more than 10 seconds plummeted by 73 percent, from 651 to 179, reflecting increased efficiency and fewer instances of callers disconnecting due to delays.
Substantial Gains in Non-Emergency 101 Service
Turning to the non-emergency 101 service, the force faced a 15 percent increase in demand, with calls rising from 655,832 to 755,332. Remarkably, service quality improved substantially despite this higher call volume.
Notable Advancements in 101 Call Handling
The proportion of 101 calls answered increased significantly from 87 percent to 95 percent, an eight-percentage point improvement. Compliance with the three-minute answer time target also rose sharply from 76 percent to 93 percent, a 17-percentage point gain.
The average answer time for 101 calls improved dramatically, falling from 2 minutes and 13 seconds to just 36 seconds. This 72 percent reduction demonstrates a major enhancement in responsiveness, connecting callers to support far more quickly. The number of calls abandoned after waiting more than three minutes dropped by 76 percent, from 36,091 to 8,665, highlighting improvements in both speed and overall service quality.
These figures indicate a concerted effort by West Midlands Police to improve access to its services and deliver a more responsive experience for the public across both emergency and non-emergency lines.
