Suffolk Constabulary has today emphasised its determination to improve how it responds to calls from the public after its latest PEEL (Police Effectiveness, Efficiency and Legitimacy) report was published.

Today's report, by His Majesty's Inspectorate of Constabulary and Fire & Rescue Services, graded the constabulary in nine areas.

Suffolk was rated as 'Good' in three areas, 'Adequate' in three, 'Requires Improvement' in two, and 'Inadequate' in one.

The rating system is based on five grades ranging from Outstanding to Inadequate.

The Good grades include;

• Police Powers and Public Treatment
• Preventing Crime
• Recording Data About Crime

Suffolk was rated Adequate at;

• Investigating Crime
• Developing a Positive Workplace
• Leadership and Force Management

However, the constabulary Requires Improvement for Protecting Vulnerable People, and Managing Offenders. It also was rated Inadequate for Responding to the Public.

The HMICFRS also referenced its PEEL report in August last year in which Suffolk was graded as 'Good' for Disrupting Serious and Organised Crime

In the same report concerns were raised about the time it takes Suffolk's control room to answer calls. At that time these particularly related to the 101 non-emergency number.

Over the past 12 months the force has embarked on a long-term transformation project for its control room.

This includes recruiting additional call-takers, opening more online channels for people to report crime and for non-emergency issues, and the phasing in of the Right Care, Right Person initiative.

Chief Constable Rachel Kearton said: "Overall, the PEEL report reflects well on many areas of the constabulary, particularly given the increasing pressure on demand we have experienced over the past three years.

Police chiefs Tim Passmore and Rachel Kearton (Picture: Suffolk Constabulary)

"However, we acknowledge improvements need to be made in some other areas, particularly regarding the issues we have in responding to that steep growth in demand in our control room.

"We have been clear since our last report that there is no quick fix to these issues. Although it will take time, we are committed to moving as quickly as possible to resolve them.

"I am grateful for the public's continued support as we endeavour to do this, as well as for the hard work of our dedicated control room staff.

"There are a number of initiatives being progressed to alleviate the pressures our call takers face.

"While acknowledging there is work to be done, I am pleased Suffolk was graded as Good in three areas, and as Adequate in three others. Other areas such as Protecting Vulnerable People, and Managing Offenders and Suspects will obviously be a focus for us.

"I assure our communities we will strive to do the best we can to continue to provide a police service they can be proud of."

Suffolk Police and Crime Commissioner Tim Passmore said: " Overall this is a good report, and I would like to thank all officers and staff for their continued commitment to keeping us all safe.

"Suffolk is a one of the lowest funded forces and provides good value for money to the people of Suffolk. I am pleased the Inspector recognises this in the report. There are many areas of notable practice, including good judgements for preventing crime, recording crime, use of police powers and treating the public fairly and respectfully and for how it disrupts serious and organised crime.

"I am disappointed that the report does not fully reflect the work, and significant investment into the CCR, to improve how the force answers calls for service. 

"In the last 18 months alone, we have increased staffing levels in the control room by 27 call-takers and four police officers, which is a significant increase and is already making a difference. 

"The number of 999 calls into the control room has increased by over 30% in the past three years. Given the significant rise, the call handling performance shown in the report in comparison to other forces in pleasing.

Police control centre (Picture: Suffolk Constabulary)

"For non-emergency calls, HMICFRS highlights the abandonment rate but neglects to put this in context. Calls receive initial triage to check for vulnerability. Frequently, these are not calls about crime but to support people with health and care needs where callers require specialist support.

"In response to this and to enable people to get the correct professional support, we introduced the Right Care Right Person approach. This may in time reduce pressure on our control room. 

"There is work to be done but plans are in place and money has been allocated. I am confident will see improvements."