Witnesses:
Lisa
Townsend, Surrey Police and Crime Commissioner (PCC)
Ellie Vesey-Thompson, Deputy Police and Crime
Commissioner
Damian Markland, Head of Performance and Governance
Key points
raised during the discussion:
- Regarding the PEEL inspection finding that ‘the force
doesn’t always identify repeat and vulnerable
victims’, a Member asked if the Force could use
best-practice from other Forces to establish the right questions to
ask when calls were received. The Commissioner explained that on
the 22 February 2023, Surrey Police had upgraded to a new command
and control system called SmartSTORM. This had brought several
benefits, such as identifying repeat callers. In December 2023, the
contact question set was changed, to ensure operators were
identifying repeat callers. This was being dip-checked by the
Quality Control Team to ensure compliance.
- A
Member asked about the new deployment and grading system and
whether the Force was revising down its ambition and targets to
improve its chance of compliance. The Commissioner explained that
once the final model had been agreed, the OPCC would provide
further detail. The main change to the model was more gradings to
allow for a more nuanced service. Currently, there was a disparity
in attendance times between the different grades. Grade 1
deployment required attendance as fast as possible, Grade 2 within
60 minutes, and Grade 3 within 72 hours. The new model would move
from four deployment types to six.
Action i: The Commissioner to update the panel on the new
deployment and grading system, once complete.
- A
Member noted the concern of HM Inspector Roy Wilsher that call
performance for both 999 and 101 answering times had deteriorated
despite being highlighted as ‘areas for improvement’
(AFIs) in the last inspection report. The Commissioner
responded that staffing data for the call contact centre had
previously been shared with the panel and the challenges of staff
attrition were well noted. The contact centre was now back to over
establishment and was in a place of service stabilisation. A recent
update on contact centre performance highlighted that at the
busiest times, 999 and 101 call performance was now well within the
national target. The Commissioner was confident that performance
improvements would be sustained.
- A
Member asked about the call abandonment rate for 101 calls in March
2023, which had a 12-minute average waiting time. The Head of
Performance and Governance explained that the abandonment rate for
December 2023 stood at 17.3%, which was a historic low. They had
high call-back success rates, at 99.2%. The Member asked if the
messages that encourage people to use alternative digital reporting
channels, adding to waiting times. The Head of Performance and
Governance explained that the Force would continue to explore how
to deal with channel shifting and was aware of the impact it had on
wait times and call abandonment rates.
- Regarding concerns raised around how the Force recorded
anti-social behaviour (ASB), a Member asked if the Commissioner was
surprised or disappointed by the result that “the force is
failing to record most crime and to tackle antisocial behaviour
effectively” and what changes the Force was seeking, to
ensure ASB would be effectively recorded and tackled. The recently
established bi-monthly ASB performance board was addressing
concerns around ASB recording and investigating improvements. It
would bring accountability and oversight across departments
involved in ASB and oversight of tackling issues identified, in
quarterly audits, which would drive compliance. The Head of
Performance and Governance added that the Force was engaging with
West Yorkshire Police Force, who were recording and tackling ASB
well. The Force was looking at their mechanisms, processes and
borrowing training packages for staff to help improve the recording
of ASB.
Action ii:
The Commissioner to pass onto the Chief and Borough Commanders that
Public Space Protection Orders are something that can be
implemented in boroughs and districts if there is a particular
problem with ASB.
- A
Member asked about continuing problems with the way Surrey records
sexual offences, previously noted in the 2018 inspection as an AFI
(area for improvement). In terms of processes, the Head of
Performance and Governance explained that the Force had since put
in place an improved audit function, looking specifically at sexual
offences, to ensure they were being recorded correctly. The
December 2023 data portrayed a 12.9% error rate, which was a marked
improvement from the 66.6% error rate that the PEEL inspection
identified. There was a new performance framework being
embedded. The OPCC response to the PEEL
inspection, due to be published shortly, would include a more
detailed explanation of the new processes that the Force was
putting in place.
- A
Member asked about HMICFRS findings on force culture issues and
developing a positive workplace, which had been assessed as
requires improvement. The Member asked what further
reassurance the PCC would seek to ensure improvements were made in
the areas highlighted in the report. The Commissioner explained
that the Force were reviewing several areas including case-load
supervision and suitable one-to-one support through the line
management system. The results from the internal employee opinion
survey were expected in February 2024, and following a review, a
further plan would be developed. The Member asked if the internal
employee opinion survey was the first in three years. The Head of
Performance and Governance explained that there had been various
internal surveys on different issues over the years but that, in
terms of a formal Force satisfaction survey, it was the first in
three years.
- A
Member asked if there were plans to ensure that the category of
‘Protecting vulnerable people’ would improve, following
its adequate rating. The Commissioner explained that the
Force was not in a bad place. The Force was recording well, and the
Force’s support offer was considered good, with good areas of
practice, including the use of stalking prevention orders. The
Commissioner confirmed that further discussion with the Force would
take place, and it was an area less about significant revision and
more about refinement. The findings of the inspection were useful
and would be used when talking to the Force.
- Given the issues highlighted in the inspection report, a Member
asked if the current scrutiny arrangements had been working
effectively. The Head of Performance and Governance explained that
scrutiny arrangements were multileveled. At the top level there was
a formal scrutiny programme and scheduled meetings with the Chief
and Deputy Constable to evaluate specific issues. The data hub made
information available to the public. The OPCC were embedded on most
Force performance and governance boards, which provided direct
information of the challenges facing the force, which aided the
building of the scrutiny work programme. The Commissioner added
that almost all areas highlighted in the inspection report already
had a plan in place for improvement. The Commissioner was attending
meetings with the Chief Constable at least once a week, and was
meeting frequently with other officers, and was confident that the
OPCC had robust scrutiny arrangements in place.
- Regarding reoffending rates, a Member asked what plans could be
developed to further improve upon schemes such as Checkpoint Plus.
The Commissioner explained that a lot of work was happening to
ensure the Force was making best use of this scheme. The Head of
Performance and Governance brought attention to the published
reoffending strategy on the OPCC’s website and explained that
accommodation-based services were a pressure point when it came to
reducing reoffending, with the national cost increases. The Chief
Executive (OPCC) explained that this issue would get more focus
over coming months as part of the government’s anti-social
behaviour action plan under the proposed Immediate Justice Scheme.
The Deputy Police and Crime Commissioner added that the
women’s strategy forum in Surrey specifically looks at
reducing initial offending, reoffending and the impact offending
had on children.
Action
iii: The Head of Performance and Governance to circulate the
reoffending strategy.
- A
Member asked if there were any efforts being made to increase the
number of people who sign up to schemes aimed at reducing
reoffending and what the strategy was for those that do not. The
Chief Executive (OPCC) explained that it depended on the scheme.
There was an element to the Checkpoint plus scheme, where if a
person did not complete the intervention, then there was the risk
of prosecution. In terms of immediate justice, there was less of a
compulsion to take part, but those who had been involved in the
pilot schemes in other force areas had reported good rates of
engagement.
Resolved:
That the
Surrey Police and Crime Panel
- Notes the update provided and looks forward to the formal
response to the Inspection being published imminently. The Panel
will issue its formal response to the inspection once this is
received.
- Notes that the Inspection report highlights areas of good
performance (preventing crime, managing offenders) but also a
number of areas for improvement that have been highlighted by the
Panel including around call performance and response compliance.
Expresses its concern that ‘responding to the public’
is currently assessed as inadequate and asks the
Commissioner to report to the Panel in June 2024 on progress
addressing this and other ‘Areas for Improvement’, and
on assurances sought from the Chief Constable. Further notes the
importance of ensuring Surrey Police is equipped and resourced to
address these concerns.
- Highlights that although the Force is experiencing challenges in
the way it responds to the public via its contact centre,
considerable efforts have been made by the Chief Constable to
respond to broader concerns raised by residents over shop lifting
and in public policing your community events. This has led
to increased operational focus in areas important to the public
which is to be commended.
- Welcomes Surrey Police's relatively high use of Community
Resolutions because it reduces reoffending. However, the Chief
Constable is right to prioritise increasing the charge rate, which
is the lowest in the country. Hopefully, this can be done without
charging offenders who would be more appropriately dealt with by
Community Resolutions.
- Urges the Commissioner to ensure that the Force continues to
improve solved rates and that the quality and professionalism of
the police is maintained.