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Non-Emergency Enquiries: 101
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Resolution Centre FAQs

  • Q:

    What time can I expect a call?

    A:

    The resolution centre operates between 8am and 10pm, seven days a week, and you will be contacted within these hours.

  • Q:

    What if I miss your call?

    A:

    We will make three attempts to contact you before sending a letter or email to you for follow-up. Usually, we will close the incident although it will be recorded and, if new lines of enquiry emerge, we will action accordingly.

  • Q:

    How will the resolution centre benefit me?

    A:

    We believe the resolution centre will offer the public a simple, more convenient service when reporting non-emergency and non-urgent incidents to the police. Instead of arranging a date and time to visit you, police officers or specialist investigators will resolve your incident over the phone. It means that we can start investigating immediately, and provide timely advice and support over the phone for incidents which don't require us to send an officer. Over time, improvements in technology will mean that more and more things we would need to do in person can be done online - for instance, completing witness statements, or taking CCTV. But you can rest assured - where an incident would best be answered by deploying an officer we will do.

  • Q:

    Why are you creating a resolution centre?

    A:

    We think the resolution centre is an easier, more convenient, and faster way to support the public. It is also much more efficient, which means that we can invest more money (and officers) on dealing with emergency incidents and crimes. It will also enable us to increase the number of neighbourhood officers, doing preventative work in our communities.

  • Q:

    How will the resolution centre work?

    A:

    When a member of the public rings 101, their call we be logged and then reviewed by police officers or specialist investigators in our resolution centre. They will then assess the incident and begin investigation immediately. Where possible, the case may be passed to a specialist policing team, if the offender is identified, or the incident warrants more specialist follow-up. Officers will then make contact with the caller, if they need to follow up on initial enquiries, or to provide advice and agree next steps.

  • Q:

    What crimes will be dealt with by the resolution centre?

    A:

    Crimes are graded according to risk and crime type. Low-level crimes will be transferred and picked up by the resolution centre. This can include but is not limited to: criminal damage offences, public order offences, anti-social behaviour, theft, RTCs, burglary, fraud or forgery, malicious communications offences. Every case is assessed and a decision is made whether it requires immediate response or an officer/PCSO to physically attend, or is suitable for the resolution centre.

  • Q:

    Should I call the Resolution Centre directly to report a crime if I believe it is low-level?

    A:

    No. Always call 101 to report a crime and let us make the decision about how best to investigate and resolve, whether through the resolution centre, immediate response or officer/PCSO attendance. In an emergency, always dial 999.

  • Q:

    What information or evidence will I need when speaking to someone in the Resolution Centre?

    A:

    We will guide you through any requirement to supply us with information that may assist us in our investigation. We will always respond with physical attendance, however, if there is investigative opportunity at the scene. This could include forensic examination at the scene of a burglary, for example.

  • Q:

    Where will the resolution centre cover?

    A:

    Initially, the Resolution Centre will be operational in the north of the county, and specifically Stoke, Newcastle and the Moorlands. This will expand in summer 2018 to cover the whole of Staffordshire.

  • Q:

    Is there still going to be a Contact Centre?

    A:

    The Resolution Centre does not replace the Contact Centre. The Resolution Centre offers an investigative function to non-urgent crimes that do not require an emergency response. Its purpose is to resolve incidents over the phone when officer/PCSO deployment is not required.

  • Q:

    What happens to an incident that cannot be resolved?

    A:

    We will take early, appropriate action to identify any incidents that cannot be resolved using the resources of the Resolution Centre. An alternative solution would be provided by a Local Policing Team, for example, and neighbourhood officers.

  • Q:

    Will this mean that I will no longer see an officer?

    A:

    No, where we don't need to send an officer we won't, but we will always listen to the needs of the caller. Trained contact staff will make decisions about the best way to help you, and discuss this with you. Also, by creating a resolution centre we intend to invest more officers in our neighbourhood teams, increasing our police officer presence in communities.