New Victim’s Portal service aims to reduce demand and improve victim satisfaction

The number of 999 and 101 calls coming into the contact centre has been increasing year-on-year, which means our contact staff are regularly being diverted to support 999 calls, having a direct impact on 101 wait times.

This new service is the first in a number of improvements being made in our contact centre to give our staff and officers the right tools to do their job to provide an outstanding service to victims – one of our key force priorities.

The ‘Victims Journey’ will send messages to a victim of crime for specific crime types – burglary residential, vehicle crimes, criminal damage, fraud, malicious communications, suspicious incident, community nuisance, environmental crime including fly tipping. This will keep the victim informed all the way through their journey with us. Burglary, vehicle crime and criminal damage will be launched first.