http://www.lep.co.uk/news/Fury-at-39ripoff39-police-and.3186155.jp

<<
Lancashire police is planning to introduce new charging phonelines.
The constabulary has confirmed it will introduce an 0845 code for its non-emergency number, which takes up to 1.5 million calls a year, following advice handed down nationally.

Today, the Evening Post can also reveal that a number of councils in Lancashire are also using the phone lines.

Although not officially classed as premium rate, the new numbers are up to 4p a minute more expensive to call from standard BT landlines and can cost up to 35p a minute more using a mobile phone.

The move goes against advice handed out by the government's Central Office of Information, which says that public service providers should keep local dialling codes.

It follows a revelation that at least four GPs surgeries in Preston had abandoned their 01772 dialling codes in favour of more expensive 0844 numbers.

A spokesman for Lancashire Constabulary said that the decision to introduce the 0845 as a non-emergency number was taken at a national level and will be in force from November.

Superintendent Bill McMahon, who is overseeing the new system, said: "This new system will help us answer calls more effectively without the caller hanging on the line for too long.

"Our target is to answer all non-emergency calls within 40 seconds, but due to the sheer volume of incoming calls, this is occasionally difficult to achieve.

"This new system means that more callers will be answered, albeit not always by someone working in their local communications room."

A spokesman for regulator Ofcom said it had just completed an investigation into how these numbers are advertised.

She said: "We have clear guidelines that all adverts for services operating 0845 or 0870 prefixes must make the cost of the call very clear. We have powers to investigate any evidence of that not happening."

Calls to Lancashire County Council now go to the Red Rose Hub, in Bluebell Way, Preston.

Assistant director of customer access at the county council Gabby Nelson said this meant people in all parts of the county paid the same, adding: "There is parity across the board."

Preston Council has two 0845 numbers, the Guild Hall box office and the payments line.

A spokesman said: "We are currently reviewing telephone services."
In Lancaster those paying their council tax by phone have to call an 0845 number since the council closed its two cash offices in 2005.

A spokesman said: "It is supplied by an external company not based in the district. A local code would not be practical."

They said the council had no intention of introducing further 0845 numbers for services.

Currently public calls to Lancashire Trading Standards are made on an 0845 number and diverted to Consumer Direct.

A spokesman for Trading Standards said: "Consumer Direct was introduced by the Government, and welcomed by Trading Standards, as a nationwide service with a single recognisable number. The cost is the same regardless of where you live."
>>

idb wrote on Sep 8^th, 2007 at 2:24pm:

A spokesman for Lancashire Constabulary said that the decision to introduce the 0845 as a non-emergency number was taken at a national level and will be in force from November.

Apart from the usual Ofcom blarney is there REALLY  a national policy to introduce 0845?

<

T
idb wrote on Sep 8^th, 2007 at 2:24pm:

http://www.lep.co.uk/news/Fury-at-39ripoff39-police-and.3186155.jp Assistant director of customer access at the county council Gabby Nelson said this meant people in all parts of the county paid the same, adding: "There is parity across the board" They said the council had no intention of introducing further 0845 numbers for services. Currently public calls to Lancashire Trading Standards are made on an 0845 number and diverted to Consumer Direct. A spokesman for Trading Standards said: "Consumer Direct was introduced by the Government, and welcomed by Trading Standards, as a nationwide service with a single recognisable number. The cost is the same regardless of where you live." >>

The cost is the same regardless of where you live on an 01 number!!

I have had several  conversations with Lancs TS and they still  call 0845 "local rate" even though I have proved to them that it is not..

On Thursday this week, I think it was Thursday, Jim Potts, LCC head TS officer had a spot on radio Lancashire where again he plugged the Consumer Direct 0845 number, adding "this is a local rate number"
For gods sake, if the boss of Trading Standards cannot/will not get it right, how are consumers going to know the true cost??

derrick wrote on Sep 8^th, 2007 at 4:54pm:

On Thursday this week, I think it was Thursday, Jim Potts, LCC head TS officer had a spot on radio Lancashire where again he plugged the Consumer Direct 0845 number, adding "this is a local rate number" For gods sake, if the boss of Trading Standards cannot/will not get it right, how are consumers going to know the true cost??

Would that count as an advert, do you think?  I'm suggestng a referral to the ASA of course...  they might have even less teeth than Ofcom/ICSTIS(PhonepayPlus) but it'd give the poor chap a wake up call!

Thames Valley Police were forced to reveal their geographic number by a Freedom of Information request reported on this Forum here : --- http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1123761070/15

"idb   Supreme Member
 Re: FOI response - Thames Valley Police
Reply #17 - Jun 6th, 2007, 3:19pm Quote  Quote from idb on Sep 29th, 2005, 9:17pm:
I have now submitted a complaint to the Information Commissioner regarding TVP's failure to provide the requested information.

After twenty-one months, the IC has now responded with the following:

<<
Re: Freedom of Information Request – Thames Valley Police

Thank you for your recent email.

I have been in contact with the Police regarding this matter and have been informed that there is now a telephone number on its website that can be dialled by those unable to dial 0845 numbers.

This number is 01865 841148 and routes the call to the same system as the 0845 number. As I understand it, your grievance regarding these numbers stems from your inability to dial the 0845 number from outside the UK. It seems that the Police took your comments and concerns seriously and have responded by providing a telephone number."  


This has set a precedent which surely all Police Forces will have to follow ---- so you should request their geo number as soon as possible.

loddon wrote on Sep 8^th, 2007 at 8:43pm:

This number is 01865 841148 and routes the call to the same system as the 0845 number. As I understand it, your grievance regarding these numbers stems from your inability to dial the 0845 number from outside the UK. It seems that the Police took your comments and concerns seriously and have responded by providing a telephone number."

Does this number work from the UK, or have they done a National Rail Enquiries and added some wizardry that only allows international calls through?

Anyway, eventually all these numbers will be probably be scrapped and replaced with 101, at 10p per call.

Quote:

Does this number work from the UK, or have they done a National Rail Enquiries and added some wizardry that only allows international calls through?

But surely, if you withhold your caller ID from within the UK, they would HAVE to allow the call to be connected? Caller ID between countries is flakey at the best of times - in the US, I sometimes see 44xxx on calls from the Uk and sometimes 'Private Caller' (ie unknown Caller ID). Same on calls from Australia or New Zealand. Since it is so flakey, I cannot see how National Rail could possibly bar UK calls that are made without a valid caller ID?

I suspect the problem is that a lot of people either don't understand how to withhold Caller ID from being transmitted - or are too lazy to learn!  ;)

Or use a cheaper way of calling them?  Several of the indirect suppliers, and more of the VOIP suppliers, don't offer the end user caller-id, or seem to give it out wrong..

My local chinese chippy use caller-id to verify delivery orders.  I phoned them (via voipcheap.com) and got a suspicious  "Why does it say International call?"   (luckilly they know me...)

mikeinnc wrote on Sep 13^th, 2007 at 2:03am:

But surely, if you withhold your caller ID from within the UK, they would HAVE to allow the call to be connected? Caller ID between countries is flakey at the best of times - in the US, I sometimes see 44xxx on calls from the Uk and sometimes 'Private Caller' (ie unknown Caller ID). Same on calls from Australia or New Zealand. Since it is so flakey, I cannot see how National Rail could possibly bar UK calls that are made without a valid caller ID? I suspect the problem is that a lot of people either don't understand how to withhold Caller ID from being transmitted - or are too lazy to learn!  ;)

See the thread on this here: http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1116613395/0

If you want to try it for yourself, the number is 020 7278 5240, although this is getting off-topic for this thread now!

mikeinnc wrote on Sep 13^th, 2007 at 2:03am:

Does this number work from the UK, or have they done a National Rail Enquiries and added some wizardry that only allows international calls through? [...] Since it is so flakey, I cannot see how National Rail could possibly bar UK calls that are made without a valid caller ID? [...] I suspect the problem is that a lot of people either don't understand how to withhold Caller ID from being transmitted - or are too lazy to learn!  ;)

From http://en.wikipedia.org/wiki/Caller_ID#Blocking:


Quote:

Where blocking is applied on a call-by-call basis (at the time a call is made), subscribers can block -- prevent their numbers from being displayed -- by dialing a special code before making a call. [..] The United Kingdom and Ireland use 141. This special code does not block the information from companies using call capture technology. This means that equipment with caller ID will simply display the word 'PRIVATE' or 'WITHHELD'. When CNID is blocked at the caller's request, the number is actually transmitted through the entire telephone network, with the 'Presentation Withheld' flag set; the destination CO is expected to honor this flag, but sometimes does not [..]

So basically, all 141 does is tells the destination "this call is private", and the destination equipment is meant to obey this requirement and not display the phone number. NRE obviously has equipment that ignores this and can tell that you are dialling from a landline, therefore blocking your call. This is sometimes why calls to alternative numbers seem to fail at the last hurdle - they can tell you are dialling from a landline. I think the only case where this is likely not to apply is from mobile phones - I read somewhere else that the Caller ID information is stripped by the mobile phone provider before entering the normal telephone network.

jgxenite wrote on Sep 15^th, 2007 at 12:42am:

I read somewhere else that the Caller ID information is stripped by the mobile phone provider before entering the normal telephone network.

Then how do I get CLIs from all the mobile phone numbers that call me on my landline including some overseas mobile numbers? :-? :-/ ::)

What I meant was that I think the CLI is stripped when it is withheld on a mobile. I'm not 100% sure of that, but I'm sure it works the other way around (if the CLI is withheld when it enters the mobile phone network, it is stripped by the provider so the receiver [on the mobile] cannot find out who called).

jgxenite wrote on Sep 15^th, 2007 at 9:15am:

What I meant was that I think the CLI is stripped when it is withheld on a mobile. I'm not 100% sure of that, but I'm sure it works the other way around (if the CLI is withheld when it enters the mobile phone network, it is stripped by the provider so the receiver [on the mobile] cannot find out who called).

It should never actually be sent to the terminating device, though it does usually get  through the telehone network as far as the final exchange, which strips the number before ringing your phone - since mobiles operate differently to landlines, not having  local exchanges all over the country, I can quite see them doing it at the central switch for all calls.  Generaly, however, it does, get presented to the termincating telco, pricacy flag set or not.

Since it's a standard feature of NTS systems to be able to switch the call around depending on originating phone number, witheld flag or not, and since the rail service has it's own telco, I can easily believe that they have managed to put the same arrangements in place for the geographic number.

You could try using the "make a free trial call" on www.voipcheap.com front page.  You don't need an account; enter your number and their number and they'll connect you both, connecting as an international call ;-)   Just get your enquiry completed within a minute...


Back on topic ... Manchester use a local number, 0161 872 5050, and always have done, for non-emergencies.  I'd imagine it would be very difficult for them to withdraw that, thankfuly, due to the vast number of places and notices and documents that quote it ...

round these ways they have got the number 101 setup for non emergencies.
http://www.101.gov.uk/

but you can get around it by looking up the local police hq and ask to be put through to non emergency

irrelevant wrote on Sep 15^th, 2007 at 2:36pm:

Back on topic ... Manchester use a local number, 0161 872 5050, and always have done, for non-emergencies.  I'd imagine it would be very difficult for them to withdraw that, thankfuly, due to the vast number of places and notices and documents that quote it ...

Sheffield is the same - South Yorkshire Police non-emergencies is 0114 220 2020 (quite memorable if you ask me :)).

jgxenite wrote on Sep 23^rd, 2007 at 10:46pm:

irrelevant wrote on Sep 15th, 2007 at 2:36pm: Back on topic ... Manchester use a local number, 0161 872 5050, and always have done, for non-emergencies.  I'd imagine it would be very difficult for them to withdraw that, thankfuly, due to the vast number of places and notices and documents that quote it ... Sheffield is the same - South Yorkshire Police non-emergencies is 0114 220 2020 (quite memorable if you ask me :)).

Preston,(Lancashire), also has an easy to remember number, 01772 203 203, but it looks like they are going with this new 0845 number if the LEP article is true, if so I wonder if they will withdraw the 203 203 number, as that will be on lots of documents and notices, but hey what the h*ll, it's only taxpayers money!

West Yorkshire Police are currently spending money by way of radio advertisements to get people to call their 0845 number. Whilst I agree with totally agree with the jist of the commercial, that 999 is for emergencies only, I am disgusted that they continue to promote their rip-off number.

Dave wrote on Sep 26^th, 2007 at 9:23pm:

West Yorkshire Police are currently spending money by way of radio advertisements to get people to call their 0845 number. Whilst I agree with totally agree with the jist of the commercial, that 999 is for emergencies only, I am disgusted that they continue to promote their rip-off number.

Have you not submitted a recent FOI asking:-

1. How many calls per month to the 0845 number

2. The name of the telecoms provider routing the calls for them and taking the revenue share.

3. If they were not aware of COI guidances regarding cost to citizen consumer of calls to government contact centres

4. If there is not a geographic alternative number they are willing to publish for people calling from overseas or who object to calling 0845

5. If they have calculated how much extra per annum all their callers in total will have to pay for calling 0845 versus a geographic number

6.  If they are not aware of Ofcom's new 03 NGN number range and that it costs callers no extra to call unlike 0845.

7. What plans they have to replace their 0845 number with an 03 number so that callers will not be deterred from calling and so that the cost will not be 11 times higher than an 01/02 call per minute from a BT Payphone.

Do we not have the alternative to the 0845 number in the database? I think it goes to their central offices in Wakefield, which I believe you can find the alternative to on their website.

jgxenite wrote on Sep 27^th, 2007 at 9:10am:

Do we not have the alternative to the 0845 number in the database? I think it goes to their central offices in Wakefield, which I believe you can find the alternative to on their website.

There is no alternative to the 0845 number for non emergency calls on the www.westyorkshire.police.uk Contact Us page.

Worse than that they state:-


Quote:

Non-Emergencies Telephone 0845 6060606 24 hours a day, 7 days a week for non-emergencies where: • Police attendance is required • To report a crime • To report other incidents This is a local rate telephone number

Surrey Police removed their claim 0845 was "local rate" well over a year ago and I know that the contact centre manager there now has a very good understanding of the issues involved in using 0845 and would like to introduce an 03 number at some point if he can.

There is no excuse for West Yorkshire Police still calling this 0845 "local rate" and the attention of the smug Ofcom Director of Standards Mr Tim Suter who has been preaching against the immorality of the use of 09 numbers by broadcasting organisations should be drawn to Ofcom's total failure to prevent public sector organisations repeatedly lieing about the cost of 084 and 087 numbers.

Also the Chief Constable should have his attention drawn to the several ASA guidances and Trading Standards guidances suggesting that 0845 numbers should not be called "local rate".

The discussion about non-emergency numbers has reached us North Brits with police here observing with interest the discussion 'Doon Sooth'. Here's the article in The Herald today http://www.theherald.co.uk/display.var.1717630.0.0.php?utag=57509

I urge all Scottish members to write to ACPOS secretariat@acpos.pnn.police.uk urging the adopiton of '03' numbers plus a copy to your MSP. Here's what I wrote to the police and Bill Aitken MSP, Convener of the Justice Committee at Holyrood:

To: Bill.Aitken.msp@scottish.parliament.uk

Dear Mr Aitken,

You are quoted in THE HERALD today as supporting the idea of a police non-emergency number.

I concur with your sentiment, but please be aware of the cost implications as detailed below in my mail to ACPOS.

For more information on the charges argument, please refer to this group of which I am a member:

http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1189257846



To: secretariat@acpos.pnn.police.uk

I support the idea but please be aware of the cost implications for the public.

In England & Wales use of 101 (10/p call and much more from mobiles) or 0845 (up to 35p/minute from mobiles) is likely to deter those wishing to report, say, anti-social behaviour or other information which does not justify a 999 call but which the police need to know about.

The new '03' number range to be introduced in early-2008 allows flexibility of call handling and routing but costs the same as a normal '01/02' call to the caller.

farci wrote on Sep 27^th, 2007 at 10:02am:

The new '03' number range to be introduced in early-2008 allows flexibility of call handling and routing but costs the same as a normal '01/02' call to the caller.

03 numbers came in to effect in late August and are now being used by the internet service provider Andrews & Arnold for all their contact numbers.  Andrews & Arnold are also trying to sell 03 Voip numbers as a business solution to their customers.

See www.aaisp.net/aa/voip/03.html for more info on the introduction of 03 numbers in the UK.

Its just so far that the same totally useless and incompetent regulator (OfCoN) that trumpeted its decontrol of BT prices in full pages newspaper ads last summer has done precisely nothing to publicise the launch of the new 03 number area code to either the press or to the telecoms industry.

This morning's top class commuter publication also covered this story - not online or to hand now, but basically Metro reported that Audit Scotland had released figures showing the number of non emergency calls made to 999, and that ACPOS wanted to introduce an 0845 number for non emergencies. :-[

And there's me thinking they want to reduce non emergency calls to 999.

Email back to Metro and ACPOS in progress...

MS.

[quote author=ms01 link=1189257846/15#22 date=1190894565]This morning's top class commuter publication also covered this story - not online or to hand now, but basically Metro reported that Audit Scotland had released figures showing the number of non emergency calls made to 999, and that ACPOS wanted to introduce an 0845 number for non emergencies. :-[/quote]

Plod always has been a slow learner it seems.

This is a typical case with them wanting to get an 0845 number just when its time to get an 03 number.....................

Thanks to NGMsGhost for pointing out that West Yorkshire Police are misleading by suggesting that their 0845 number is "local rate".

South Yorkshire Police operates a geographical (0114) number which it has done so for over 10 years now. This proves that this sort of contact centre can be operated without the need for an NGN.

Sadly, West Yorkshire Police have been complicit in this rip-off and over recent years North Yorkshire Police and "Humberside" Police have switched. I wrote to "Humberside" Police about the claim that their new 0845 number was "local rate" in radio adverts.

I have just check North Yorkshire Police Authority's website and it makes the same claim. It was introduced in 2004, the same time BT binned it's "BT Standard" tariff where 0845 was local rate.

The stupidity of such bodies is unreal. I use the word "stupidity" because I believe it is appropriate under the circumstances.

Dave wrote on Sep 27^th, 2007 at 2:39pm:

Thanks to NGMsGhost for pointing out that West Yorkshire Police are misleading by suggesting that their 0845 number is "local rate".

Maybe you should all write to ACPO and MP's, just as I have recommended we do in Scotland and nail this so-called "national 0845 policy" once and for all?

And what exactly is Ofcom doing to educate these bodies that they must now move to one of its shiny new 03 numbers? :-/ :( >:( :'(

I've mentioned this on the thread for Humberside Police, but I received a letter saying it pays 0.5 pence per call to receive calls!

Both West and North Yorkshire forces also use 0845 numbers beginning 0845 6060xxx, which for reference is allocated to BT. The point is that they all may well be paying to receive calls!

This on the BBC today:
http://news.bbc.co.uk/1/hi/scotland/7015674.stm

Quote:

The Association of Chief Police Officers in Scotland (Acpos) has been trying to establish a national non-emergency hotline and recently agreed a sequence of 0845 numbers for each force.

Makes you despair, eh? Perhaps if enough people complain they will never implement the numbers that they have "recently agreed".

I emailed ACPOS earlier - still no reply.

MS

The response just given by the FCO to loddon's FOI asking how they can successfully operate a large contact centre with call stats and virtual call queuing on a geographic London 020 number will serve as useful ammunition to shoot down any of the predictable lies used by these numpties in the Police to disguise the fact that they are either stupid and have been ripped off by a telecoms company or are getting the public to pay for part of the cost of a telecoms system that they should have paid for out of their own capital projects investment budget.

See www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1189971086

A letter in today's Daily Telegraph.....

Have you noticed that the utilities – water, electricity, etc – send out over-inflated estimated bills?

As a customer you are rightly indignant and ring up on the premium 0845 rate informing the company that it is wrong, and in doing so find yourself paying to correct its mistake, caused by the company's having saved itself money by not employing meter readers. If such a company wants us to read the meter, surely it should be an 0800 number.

Recently, I saw a yellow police sign asking for witnesses to call on an 0845 number. If the police want help, surely they, too, should give an 0800 line

ms01 wrote on Sep 27^th, 2007 at 8:22pm:

This on the BBC today: http://news.bbc.co.uk/1/hi/scotland/7015674.stm Quote: The Association of Chief Police Officers in Scotland (Acpos) has been trying to establish a national non-emergency hotline and recently agreed a sequence of 0845 numbers for each force. Makes you despair, eh? Perhaps if enough people complain they will never implement the numbers that they have "recently agreed". I emailed ACPOS earlier - still no reply. MS

Here is the gist of my latest mail to ACPOS/Bill Aitken - maybe other members can write to ACPO/MPs or ACPOS/MSPs again?:

I wrote yesterday with views on how to deal with non-emergency calls, indicating that solutions other than the proposed '0845' range could be used.

Here is a reply the group 'SayNoto0870.com' received from the FCO on why they chose a normal geographical number rather than an NTS number like 0845. It makes interesting reading and shows the public can benefit from lower telephone costs while the called party can still achieve efficient call handling.

There is one small error in the FCO response. Under para 2 they state incorrectly:
'..Calls to London numbers can potentially vary in cost by being local or national (geography) and by time and day of call..'
in that there is no longer any cost difference between local and national calls.

Apart from this error the main argument for rejecting NTS is sound:

'...However, it is often perceived by the public  that any local or national rate calls have a premium applied resulting in some form of profit for the FCO....  However, local rate numbers would generally apply a slightly higher tariff across the board....'

I would appreciate your views.

Then cut and pasted the FCO reply:
http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1189971086

Here's the letter I sent to Metro last week, which appeared pretty much unedited in this morning's paper.

Quote:

Regarding ACPOS desire to introduce an 0845 number as alternative to 999 for non-emergencies. Are they mad? Or just looking to squeeze more cash out of us? 084 numbers (like 087) are a complete rip off - they cost more than normal 01 or 02 numbers and aren't included in mobile free minutes, so can cost up to 35p a minute to call - I'm sure that will really put people off calling 999! A new code "03" has just been made available which must be charged in the same way as normal calls, but can be routed to call centres like 0845 - surely a much better choice. Unfortunately Ofcom have done zero to make the British public aware of this. PC101, Edinburgh.

I appreciate some of it is a bit generalised, but I think the gist of it was appropriate for Metro!

MS.

An excellent letter - short and to the point.  Try sending it to other papers.
A useful list can be found here:   http://www.thebigproject.co.uk/news/

This is a good idea but to squeeze from both ends it would be useful to lobby the Police Boards as well. I just wrote to Strathclyde maybe others could lobby their own police authorities?

farci wrote on Sep 27^th, 2007 at 10:02am:

Dear Mr Aitken, You are quoted in THE HERALD today as supporting the idea of a police non-emergency number.

Mr Aitken clearly knows nothing about telecoms:


Quote:

Bill Aitken MSP, the Tories' justice spokesman, agreed with Acpos. He said: "One option to consider is the creation of a national non-emergency phone number, such as 888. The call could be received at a central point and a message sent to the local divisional police office."

Local numbers begin 888, so you can't have another 'short number' like that.  ::)

I was going to say quote Recommendation 29 of Sir David Varney's review of public services, but since devolution, I suppose that doesn't hold any weight and there would have to be another similar review conducted in Scotland.  ::)

Or does it?  :-/


Quote:

On 'contact centres': 29 improving immediate access to public service departments and agencies and then to rationalise telephone numbers by: - coordinating the implementation of a public sector wide number strategy utilising the new 0300 number range, to simplify access and tariffs for citizens and businesses to all departments and local authorities; ...

The COI's publication "Better practice guidance for government contact centres" 2nd edition advises that 0845 "may be seen as a barrier to some individuals and migration should be considered."

The Scottish justice system was always separate, even before devolution - but we're always keen to learn from the old colonial master ;D

I'll pass it on as a way of stirring the pot... What Scotland does today...

farci wrote on Oct 2^nd, 2007 at 3:42pm:

I'll pass it on as a way of stirring the pot... What Scotland does today...

Links to all these here:

http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1168385546

Bill Aitken, Convener of the Scottish Parliament's Justice Committee mailed me today concerning ACPOS proposal to move to 0845 for non-emergency numbers:

Dear Mr Farci

Thank you for the correspondence which is interesting.

Clearly, I do not have the technical knowledge to comment definitively but it does seem to me that it is not beyond the wit of those who deal with such matters to allow for the cost aspects.  We certainly do not wish to deter people from phoning non emergency numbers on the grounds of expense.

Yours sincerely

Bill Aitken

Nothing yet from ACPOS :-?

The latest police force to change to 0845 is Northumbria Police. It changed in January or February of this year and a Google of its website reveals a press release dated 26/06/07 which makes mention of a "single low call rate" 0845 number. For some reason this release is no longer available on the NP website's news page.

Fortunately, Google has cached it, but I can't link directly to it. See here for the page:


Quote:

Still open for business - changes to enquiry office opening times Local services always available 26/06/2007 Opening times at some police station enquiry offices in Northumbria are set to change this week. Enquiry offices are just one of the ways in which members of the public can report incidents or request advice and information from the police. The changes, part of a series of measures brought in to develop the way in which services are provided to local communities, have been phased in over several months. Other measures include the introduction of a single low call rate 08456 043 043 number for routine contact, better call handling systems including a centralised helpdesk and easier access to contact information on the force website. The changes are being introduced following a survey which showed some enquiry offices had as few as one caller a day.

What possible reason could they have for mot moving to an 03 number?

Incompetence and greed?
Sorry, that offers two reasons.

And another one which changed is Dumfries & Galloway.


Quote:

Non-Emergency - Dial 0845 600 5701 By Friday of this week (Friday 1 June) the only police non-emergency telephone number available to the people of Dumfries and Galloway will be 0845 600 5701. Over the past six months all the force's local office telephone numbers have been phased out. Anyone dialling the discontinued numbers now will not be charged for the call and will hear a recorded message advising them to hang up and dial 0845 600 5701. This recorded message will remain in place until the Saturday 30 June when the old station numbers will be disconnected completely. The single contact number for non emergency calls has been in use since November alongside the other numbers. Callers can use the new all-embracing number from anywhere in Dumfries and Galloway, with the cost of calls charged at local rate. The new number will remain to be a 24 / 7 service. Members of the public must now begin to use the 0845 600 5701 number as it will be the only way to contact local police in a non-emergency. [...] 2007/GW 0341 29.05.07 Press release prepared in accordance with Lord Advocate's Guidelines. Source: http://www.dumfriesandgalloway.police.uk/news/05_may/07_0341.htm

http://www.hertsad.co.uk/content/herts/news/story.aspx?brand=HADOnline&category=News&tBrand=herts24&tCategory=newshadnew&itemid=WEED01%20Nov%202007%2012%3A24%3A12%3A370

01 November 2007
EDITORIAL - herts.advertiser@archant.co.uk

<<
CALLERS to the police who ring the non-emergency 0845 telephone number could find themselves out of pocket.

Herts Police recommends callers to use their non-emergency number 0845 3300 222 if they are not dialling 999 in an emergency.

But even though the police website claims that 0845 numbers from a landline are charged at a local rate wherever people call from, Central Office of Information guidelines maintain that is not always the case.

In its document Better Practice Guidance for Government Contact Centres it says that 0844 and 0845 numbers can be charged at up to 5p a minute from BT lines and should never be referred to as "local rate" in any publicity.

Dave Lindsay, a spokesman for the "Say No to 0870" campaign website, points out that only a tiny minority of BT's customers are on a "non-discounted" package entitling them to pay around the same for a an 0845 number as they would pay for a local geographical call.

A Herts Police spokesperson said they were looking into whether they had the most cost-effective system with the existing 0845 number or should look at switching to an 03 number.

And Chief Supt Steve Ottaway, head of operation support, said they were committed to providing a single number which would be easy for people to remember and which they could use without being financially penalised.
>>

idb wrote on Nov 2^nd, 2007 at 12:30am:

CALLERS to the police who ring the non-emergency 0845 telephone number could find themselves out of pocket. Herts Police recommends callers to use their non-emergency number 0845 3300 222 if they are not dialling 999 in an emergency. But even though the police website claims that 0845 numbers from a landline are charged at a local rate wherever people call from, Central Office of Information guidelines maintain that is not always the case.

See a press release from Hertfordshire Police on this:

Quote:

October 8, 2007 INCREASE IN COST TO CALL NON-EMERGENCY NUMBER FROM MOBILES By Corporate Communication Dept MOBILE phone users are advised to check their provider’s charges for 0845 numbers and, if they are unhappy with the cost, to store a different number into their phones for non-emergency calls to Hertfordshire Constabulary. While calls to 0845 numbers from a landline are charged at a local rate wherever you call from, some mobile phone networks have recently increased their charges for dialling 0845 numbers to premium rates. Numbers affected include Hertfordshire Constabulary’s non-emergency number (0845 33 00 222). Mobile phone users can use the alternative number 01707 354 000 and still get through directly to the Force Communications Centre – the same as calling 0845 33 00 222. Head of Operational Support, Chief Superintendent Steve Ottaway, said: “We have been made aware that some mobile networks are charging premium rates for calls to 0845 numbers. This has come as a surprise to us and is somewhat disappointing as these numbers were originally intended to allow people to make contact from anywhere in the country for the cost of a local call. “As this issue has arrived with little warning we are urgently reviewing our options so that people can continue to contact their local police in the easiest and most cost effective way. We don’t want people to be put off contacting us because of the price they have to pay. In the meantime, calls can be made to 01707 354 000. Most people can continue to use 0845 33 00 222 which will still be charged at local rate from landlines and some mobile phone networks.” He added: “We recommend that you check how much your network provider charges for 0845 numbers and if you think the charge is too high, programme in our alternative number 01707 354000 for non-emergencies – any calls you make on this number will cost the same as any normal 01 number.” [...] Source: http://www.herts.police.uk/crimedatabase/site/content.php?article_id=4036

Note that Hertfordshire Police introduced its 0845 number in October 2004, months after BT scrapped BT Standard. Bt announced these changes in March 2004, so they had plenty of notice.

I would assume there is nothing to stop land line callers are able to use the  01707 number as well?? :-/

 I have just tried to contact Thames Valley police. Initially, when they opened the 0845 contact centre they said we should not worry as we would still be able to contact local police offices.
 I wanted to find out if someone had handed in some lost keys, and found that they had sneakily reneged on their promise. I phoned the 0845 number, but my query was totally unsuited to the service, and all they could do was put me through to the local police office. The first attempt failed, the 0845 service dropped the line, and it was only on the second attempt that I got through, but to the wrong place, who tried to put me through a third time, only to return to tell me it was only an answering machine. They were taken aback at how angry I had become at this stage, having wasted 15 minutes to find out no-one was manning the local station, so I wasted some more complaining that not only was their service a rip-off, but was not fit for purpose, as my query CLEARLY required me to contact my local station. At first, I was told that they could not give out numbers as they were on an internal network, but the second member who felt my annoyance and failed to put me through gave me a direct number to keep trying. It was 01344 823523 - the Found property office of Bracknell police station. This is clearly NOT an "internal" number, but a bog standard geographic number of the form we were initially promised would not be phased out. I was told there was nothing the police could do about this and any complaint would "fall on deaf ears". I was told I could complain to my phone provider (alredy done, woth OFCOM siding with them as there is "sufficient competition in the market", or complain to my MP.
   I pointed out that the police policy has meant I no longer help them with reporting local crime, but will only use the number where I am directly affected by a non-emergency matter, and will only report other crime if I believe it is of sufficient importance to use 999 - pity there is no guidance on what kinds of incident are 999 material, and I fear being told off as there have been suggestions that inappropriate use of 999 should become a minor criminal infringement carrying a fixed fine (I don't mean hoaxes, that are already dealt with seriously by the law).
    OFCOM have indeed dealt with the 0870 issue to my satisfaction at last, but have opend the floodgates to 0845, 0844 and even 0871 being used as the next big scam (it's already happening here).
    The systems make it incredibly difficult to complain, as evidenced by the fruitless attempt to wring the truth from National Rail Enquiries, whose arguments are inconsistent with their actions.

   If they introduce 101 it makes no difference, as 10p is still 10p more than I might pay with a phone package, and it will have almost the same deterrent affect on me phoning just to report incidents that don't affect me personally. In it's favour though, I will not pay more than 10p due to their multiple menu levels and recorded messages, incompetence, inability to put me through, queues etc.

Isn't it incredible that the police are always asking the public to help them, and now we have to pay to help them through the 08 scams. I don't remember ever asking a policeman to help me with my job. They get the public to help them and then say they have solved the crime. I suspect less and less people will help when they realise how they are being ripped off. Serves them right>:(

I would suggest you complain directly to the Chair of your local police authority, you should be able to find contact details on the police website, also it may be a local politician eg councillor in which case you might be able to find a more direct contact.   The was the case of one who gave out his mobile no on local radio!   He/she might be more prepared to listen to the concerns of the people rather than the police who are more used to the rigid application of rules!

Quote:

Police consider changing 0845 number CAMBRIDGESHIRE police says it is reviewing the use of its 0845 non-emergency telephone number. The move has come after public bodies, including doctors’ surgeries in Peterborough, were criticised for using the code, which is no longer cheaper than geographic local rate numbers. Critics say that, nowadays, calls to the city’s 01733 code are included in many phone packages at no extra cost, while the cost of calling an 0845 number has remained about the same. Cambridgeshire Constabulary says it is looking at alternative numbers to its current 0845 456 4564 number which will offer users the same ease of access to the force they currently have. Campaigner Dave Linsay said: “Today, with BT, there is no difference between the price of a local and national call. Indeed, the 0845 number disadvantages the majority of people. “A geographical number, or 03 number, would be a much better solution. “Callers from mobile telephones pay in addition to any inclusive minutes, which would apply had the number been a geographical one.” He added: “Cambridgeshire Constabulary should to take a leaf out of South Yorkshire police’s book of providing a geographical non-emergency contact number. “This has been in service for more than 10 years now, and proves that such a contact centre does not require a non-geographical number.” Currently neighbouring Lincolnshire and Leicestershire Constabularies use local codes for their non-emergency contact numbers, while Northamptonshire and Norfolk police use 0845 numbers. A spokesman for Cambridgeshire Constabulary said: “We are aware of this situation and the use of the 0845 number is currently under review to examine any alternative that would offer the same ease of access for members of the public from all over Cambridgeshire.” n An e-petition started by William Whitehouse has been signed by more than 15,000 people who want doctors’ surgeries to scrap the 0845 number. Source: Peterborough Evening Telegraph Published: 12 November 2007

When I saw the headline I thought that it was referring to calling the police. Then I read about how you can give your opinions....


Quote:

Would you pay more for police? CHESHIRE residents are being asked if they would be prepared to add £3 a month to their council tax bill to fund investment in their police service. Views and comments on the matter can be put to the people in charge during a special question and answer session which will be broadcast on the Internet. The chief constable of Cheshire, Peter Fahy, and Police Authority chairman Peter Nurse will be filmed answering the questions and the footage will be broadcast on YouTube. advertisement "The people asking the questions have the opportunity to see them being answered, and by using YouTube we guarantee that the footage reaches the widest audience," Mr Fahy said. Peter Nurse added: "We have run very cost effective services and kept strong control over our finances. "But the investment in policing has never been enough to bridge the gap between what the public wants and what the police can provide, or to address the full range of criminal threats. Cheshire has fallen behind other forces, and now we face some real financial challenges." To air your views and see your questions being answered, email questions @cheshire.pnn.police.uk or leave a message on the constabulary's dedicated phone line 0845 358 0555 before Monday. Source: ThisIsCheshire.co.uk

Source: Belfast Telegraph

http://www.belfasttelegraph.co.uk/news/local-national/article3207917.ece

One call every three minutes made to PSNI

Thursday, November 29, 2007

By Deborah McAleese

One call is being made every three minutes to the PSNI's non-emergency phone line, it has emerged.

More than 173,000 calls have been made to the 0845 600 8000 number over the past 12 months - an average of almost 20 calls an hour, or a call every three minutes.

The non-emergency number was launched two years ago to allow people quicker access to the PSNI and to reduce demand on 999.

The statistics, which were released to Parliament by Policing and Justice Minister Paul Goggins in response to a written request from MP Iris Robinson, show that an increased number of people are starting to use the number.

Over 3,000 more calls are being made to the line now than during the same period last year.

Last month 16,632 calls were made - the highest number of calls in a month over the past year. In November 2006, there were 13,128.

When police are appealing for information about crimes they encourage members of the public to use the 0845 number or the Confidential telephone.

However, it is not known how many arrests or convictions have resulted from calls to the number.

Mr Goggins told parliament that figures are not held on the outcome of the calls and he is therefore unable to supply information on the number of arrests and convictions that have resulted from the use of the line.

He added: "The total cost to the PSNI of operating the non-emergency number from November 2006 to October 2007 was £2,043.

"This line allows people to access the PSNI quickly in non-emergency situations and helps to reduce the demand placed by inappropriate calls to 999."

Calls to the 24-hour 0845 600 8000 number are charged at local rates, but mobile network charges vary.

The number connects the caller directly to local police who then put the caller in contact with the appropriate station or individual in the Police Service.

The 0845 600 8000 number is a non-emergency facility.

If the call relates to an emergency, callers should continue to use 999.

A 999 emergency is a situation where there is a danger to life, a threat of violence or a serious crime in progress.

16,632 calls last month...  Guessing at a mere 2 mins per call, and assuming BT standard charges (6p+2p/min) that's £1663.20 in call revenue in one month.  Just short of £20K per year at current rates. (£17.3K using the 173,000 calls figure.)  And the cops are paying a further £2K on top to operate the line?? Somebody is making a lot of money at the public expense..

Earlier in this thread I mentioned my letter to the Association of Chief Police Officers in Scotland (ACPOS) objecting to the proposed introduction of an 0845 number for non-emergency calls. I suggested they consider an 03 number instead.

ACPOS sent me a detailed reply today, the gist of which is appended for your delectation, delight and disembowelment:

Dear Mr Farci

NON-EMERGENCY NUMBER DISCUSSION

Over the past 10 years there has been a significant increase in the number of calls made to the police, primarily due to the substantial increase in ownership and use of mobile phones. This has placed tremendous pressure on forces’ call handling resources and systems.

Within the last 3 years all Scottish forces have migrated to a national secure digital radio network (known as Airwave). As a consequence of this forces have made significant changes in how they manage calls. Most have invested in new technology and developed contact centres to assist in tackling these issues. At the same time it was acknowledged that forces needed to make it easier for the public to contact the police in non-emergency situations.

The preferred solution would be to introduce a 3 digit national non-emergency number across the UK, which would be operated in a similar fashion to the 999 emergency services. In addition to making it easier for the public to contact the police in non-emergency circumstances, it is recognised we must also try to make it clearer who they should call, since many of the non-emergency calls police receive are actually for other agencies.

It was for these reasons a single non-emergency number for reporting incidents of anti-social behaviour was proposed. From this, a 3-digit number (101) was introduced and is currently being piloted in 5 forces in England and Wales, involving their constituent local authorities. Ideally, Scottish forces would like to adopt the same 3-digit number but see the potential to enhance the purposes it could be used for. At present, the pilot is a Home Office project and therefore only extends to forces in England and Wales. While indications are that benefits have been achieved through improved access to services for the public and greater partnership working between police and local authorities, it is also recognised that the service will require significant additional funding if it is to be rolled out across England and Wales.

Preliminary discussions have taken place with Scottish Government departments around how the 101 service could be introduced in Scotland but it is not clear how this can be taken forward quickly.

ACPOS recognises therefore, that a single 3-digit non-emergency telephone number, which can accommodate calls from mobile phones, may take some time to achieve. In preparation for this, however, it was considered beneficial to develop call-handling standards, training for call handlers and improve the quality and availability of management information.

To assist in taking these issues forward, and in the interests of best value, ACPOS agreed to enter into a tender exercise to procure a range of single non-emergency numbers for forces. The preferred bid, in terms of best value, was a range a 0845 numbers. Over the years there has been continued development of call packages offered by telephony companies and other providers of call and Internet packages. Since the decision to operate 0845 numbers was made we are aware that 0845 numbers may now be excluded from these packages but we also recognise the contents and conditions of these packages are constantly changing. Research carried out in one force indicates the average length of call to their Force Contact Centre is approximately 2.5 minutes and should cost around 5p during the day and 1.25p in the evening. According to our information this may in fact be cheaper than some packages. With many of these packages it would be impossible to make a comparison since an up front cost is charged as part of the package.

With regard to charges for mobile phone calls, you will appreciate these vary considerably from operator to operator.

Forces that have introduced 0845 numbers have not experienced a decrease in calls, in fact quite the reverse, and this would indicate the use of an 0845 number is not a deterrent to the public calling the police.  Experience in England and Wales also indicates the 10p charge to call 101 has not put the public off using this public access number.

It is also fair to say for most of the public a telephone call to the police is not a regular occurrence and the use of an 0845 number will play no part in either the decision to phone the police or the call package they select from their provider.

Thank you for the background information relating to the FCO’s decision to choose a normal geographic number and also the extract from Sir David Varney’s review of public services.

See Police call management, an initial review published by Audit Scotland, September 2007:


Quote:

54. In 2003, Grampian introduced a single non-emergency number for the whole force area, using the 0845 prefix. While ACPOS is trying to address the issues in establishing a single non-emergency number for all of Scotland, it has agreed to adopt a sequence of 0845 numbers, one for each force, building on the existing Grampian number. Three forces (Dumfries and Galloway, Fife and Grampian) have implemented their 0845 number and now advertise it locally. Lothian and Borders and Tayside intend to implement theirs in mid-2008. Northern has the technology to implement its 0845 number, but does not yet have an agreed date to go live. Central Scotland and Strathclyde have not yet formally adopted an 0845 number and do not have a timetable for doing so. There are a number of reasons for this delayed implementation, including current call management restructuring within some forces and a concern about capacity to deal with the potential increase in demand that the introduction of the number may bring.

The letter continues...

You suggest in your email that ACPOS investigate the new “03” number range recently introduced by OFCOM. As previously stated, the preferred option for police would be a 3 digit national non-emergency number across the UK which would be operated in a similar fashion to the 999 emergency services. You will also be aware that the “03” number range was not available when ACPOS went to tender. We will, however, continue to monitor the position and should the option of a three digit number not materialise within a reasonable timeframe we will consider the “03” range, along with all other available options at the appropriate time.



So, brush off or a reasoned argument?

I got a similar letter back from the ACPOS Secretariat, and I too can't decide how to respond.

I think when they were at the tendering process, 03 was certainly on the cards, and 0845 was being discouraged by COI, so I will probably reply along those lines.

Hopefully it will only take a few headlines in the Scottish media about the various forces introducing chargeable/costly/rip-off phone lines before this whole thing is put on hold, and something like  "03000 999 999" is introduced. (Wishfull thinking?!)

M.

ms01 wrote on Dec 7^th, 2007 at 9:09am:

I got a similar letter back from the ACPOS Secretariat, and I too can't decide how to respond. I think when they were at the tendering process, 03 was certainly on the cards, and 0845 was being discouraged by COI, so I will probably reply along those lines. Hopefully it will only take a few headlines in the Scottish media about the various forces introducing chargeable/costly/rip-off phone lines before this whole thing is put on hold, and something like  "03000 999 999" is introduced. (Wishfull thinking?!) M.

At least we both got a detailed response :-/

However, I think the route here is local police boards and interested MSPs as it's a devolved matter. I had an e-mail response some time ago from Bill Aitken MSP. He wrote in his capacity as Convener of the Justice Committee:

Thank you for the correspondence which is interesting.

Clearly, I do not have the technical knowledge to comment definitively but it does seem to me that it is not beyond the wit of those who deal with such matters to allow for the cost aspects.  We certainly do not wish to deter people from phoning non emergency numbers on the grounds of expense.

The ACPOS letter claims:

Forces that have introduced 0845 numbers have not experienced a decrease in calls, in fact quite the reverse, and this would indicate the use of an 0845 number is not a deterrent to the public calling the police.  Experience in England and Wales also indicates the 10p charge to call 101 has not put the public off using this public access number.

but as a previous correspondent noted '10p is still 10p'.

I have decided to write Bill Aitken again with my comments and asking him if he agrees with the ACPOS position. I will also write the Strathclyde Police Board for their comments. If you live outside Strathclyde, perhaps you could do the same or urge others? You can pm me if you would like to discuss further.

On a more general note, thanks for your constructive comments. I'm afraid this board seems to be characterised by moaners rather than people interested in organising a genuine lobby

Source: Worcester News

http://www.worcesternews.co.uk/news/wnnewslatest/display.var.1894624.0.it_costs_too_much_to_call_the_police.php

It costs too much to call the police
By Alicia Kelly

<<
VICTIMS of crime are not reporting offences because it is too expensive to telephone the police - according to two county councillors.

One called for a review of the policy of using an 0845 number after hearing that people had paid up to £8 to call officers.

Although 0845 numbers cost 2p per minute peak rate from a BT landline, their cost can be more than that for people using other phone operators and mobile networks.

West Mercia Constabulary has admitted the cost of calling the 0845 number has gone up in the 10 years since the force's non-emergency number was introduced. It says it is considering introducing a cheaper 03 number which costs the same as a local call whichever provider is used.

People phoning the 0845 number go through to one of two call management centres at Hindlip, near Worcester, or Bridgnorth, Shropshire.

The force uses the income it generates from the 0845 number to maintain an emergency text messaging service.

Councillor Nigel Knowles, who raised the issue at a council meeting, said: "People are being very reluctant to ring up and report crime. It's very costly, particularly if they are on a mobile phone."

Mr Knowles also said people had told him they were being kept waiting on the end of a phone for half-an-hour and said a more direct way for people to contact local police officers or beat managers was needed.

Coun Tom McDonald called for a review of the number's use.

A police spokeswoman said: "We are aware that the cost of calling the non-emergency number has increased since it was first introduced and we are currently looking at introducing a new number, which will cost the same as making a local call.

"The number generates a small income that is used to maintain an emergency text messaging service so that people who are partially or profoundly deaf or who have speech impairments can contact the police more easily in an emergency."

Coun Edward Sheldon, who liaises with the force, will ask the chief constable to make a written reply.

Anyone wishing to call police can use 999 for emergencies, 08457 444 888 for non-emergencies, or call a local number to leave a voicemail for local policing teams who will reply within five days. A list of numbers is available at www.westmercia.police.uk

>>

Dave wrote on Dec 10^th, 2007 at 9:01pm:

Anyone wishing to call police can use 999 for emergencies, 08457 444 888 for non-emergencies, or call a local number to leave a voicemail for local policing teams who will reply within five days. A list of numbers is available at www.westmercia.police.uk >>

5 days!!! why on earth should it take 5 DAYS?

5 hours would be to long, there would be no point in calling to report a non-emergency crime, as the culprits would be long gone!

I wrote today to ACPOS in reply to their letter of 30 November. Thanks for all the positive contributions to this thread.

Thanks for the very detailed reply dated 30 November.

I note your organisation's preference for the '101' system and your statement that the 10p charge for this or charges for '0845' have not deterred callers.

I beg to differ on the question of costs. Please see:
Worcester News 10 December - 'It costs too much to call the police'
Peterborough Evening Telegraph 12 November - ' Police consider changing 0845 number'
both of which indicate the public is not as sanguine as you may believe.

It would seem therefore that the public's attitude to the costs of '101' should not be taken for granted. Perhaps they assume that is free of charge like 999/112? Now that Westminster has withdrawn support for 101 it is a moot point. http://snen.homeoffice.gov.uk/

Therefore, the only viable option seems be a national 03 number which features all the call routing advantages of 101, would be easily understood and with minor cost implications for the public when they are at their most vulnerable

Source: Bromsgrove Advertiser

http://www.bromsgroveadvertiser.co.uk/news/banewsroundup/display.var.1930075.0.the_numbers_up_for_police.php

<<

The number’s up for police
By Pat Smith

A BROMSGROVE councillor is gathering support to urge West Mercia police to drop what he calls "unethical" telephone call charges.

District councillor Sean Shannon (Labour-Charford) said that the present use of 0845 numbers can cost mobile users up to 40p a minute.

"Some people have spent up to £12 reporting a crime. The 03 numbers charge 12p a minute for mobile users - a considerable saving."
advertisement

Cllr Shannon added: "Those reporting crime should not be the ones to pay and charging 40p a minute penalises the good citizen and does not encourage people to report crimes. The unethical practice of making money out of those reporting crime should come to an abrupt end."

On January 16 the Labour group will be calling on Bromsgrove District Council to support a campaign to persuade the West Mercia Police Authority to remove 0845 numbers and have them replaced with 03 numbers.

A police spokesman said that officers were currently looking at introducing a new non-emergency telephone number, which would cost the same as making a local call from a landline or mobile phone.

"West Mercia Constabulary's non-emergency telephone number was introduced ten years ago. The cost of calling this number from a landline is around three pence a minute. However, charges from mobile phones do vary depending on the service provider, which unfortunately we cannot influence," said the spokesman She added that the decision to centralise the handling of all emergency and non-emergency calls was taken in 2001 following an extensive review into the way the force handles calls from the public.

All call centre operators are linked to a computerised mapping facility and caller line identification to enable them to pinpoint the location of calls and to respond to an emergency more rapidly. People wishing to contact their local policing officers can do so by emailing them or by calling a local telephone number and leaving a message. The contact details of all the local policing teams are available on the local policing section of the force website at www.westmercia.police.uk

>>

I am not a techy person but I do understand a little about how some numbers operate, I believe that all 08 & 03 numbers sit on an STD 01 or 02 number, so why can't West Mercia Police and indeed other organizations that use 03 or 08 numbers also publish the alternative STD number, this would assist the mobile users as many have 01&02 numbers within inclusive minutes.

Many callers would still use the 08 numbers because as we are aware when using the STD numbers sometimes a caller has to Queue for some time.

bazzerfewi wrote on Jan 1^st, 2008 at 6:42am:

I am not a techy person but I do understand a little about how some numbers operate, I believe that all 08 & 03 numbers sit on an STD 01 or 02 number, so why can't West Mercia Police and indeed other organizations that use 03 or 08 numbers also publish the alternative STD number, this would assist the mobile users as many have 01&02 numbers within inclusive minutes. Many callers would still use the 08 numbers because as we are aware when using the STD numbers sometimes a caller has to Queue for some time.

The reason they should move to 03 is that they too will be included in the inclusive minutes at standard rates. Being non-geo numbers they can also be switched around to maximise call centre efficiency

Source: Bromsgrove Standard

http://80.194.82.59//obsstandard/2008/week%201/bromsgrove/bstb025c040108v1-web.pdf

<<

Labour calls for drop in cost of police calls
Ruth Davies
03 January 2008

BROMSGROVE’S Labour Group is calling on the district council to support its campaign for the police to replace its 0845 non-emergency telephone number with a cheaper 03 option.

Coun Sean Shannon will propose the motion at the next full council meeting on Wednesday, January 16 in a bid to gain the district council’s support, which would increase the pressure on West Mercia Police Authority to axe the number.

The move follows Sidemoor and Charford Partners and Communities Together (PACT) meetings, where residents complained that the cost of a call from non-contract mobile phones was too expensive.

Following research into the matter, Coun Shannon claims the rise in the current charge to 0845 numbers of 40 to 50pence per minute from a non-contract mobile phone would be reduced to around ten pence per minute and that people who could not otherwise be able to afford to report crime in their community would then be encouraged to do so.

Coun Shannon said: “I see this as a justified complaint, as poorer people are being excluded from using the call centre because of higher costs - we are also considering taking the issue to the county council.

“The campaign will put pressure on the police, who initially dismissed it, and this could become a national issue as 03 numbers are now available.”

A West Mercia Police spokesperson confirmed that the non-emergency number was adopted ten years ago and that the cost of calling from a BT landline was around three pence per minute, although mobile phone charges varied according to the operator.

“We are currently looking at introducing a new non-emergency telephone number which will cost the same as making a local call from a landline or a mobile phone.

“West Mercia Police is committed to delivering a high-quality service to all those living and working in Worcestershire and believes that the centralising of the call handling has improved the service the public receives from the first moment they conact the police," the spokesperson added.

To find out more about local policing, visit the link at: www.westmercia.police.uk.

>>

~ Edited by Dave: Link updated. Articles for this newspaper are archived in PDFs.

Source: Worcester News
Published: Tuesday 29 January 2008

http://www.worcesternews.co.uk/news/wnnewslatest/display.var.1999900.0.police_consider_changing_08_number.php

<<

Police consider changing 08 number
By Alicia Kelly

MORE than one million phone calls are received by West Mercia Constabulary every year with phone companies appearing to pocket the majority of the cash generated from them.

Your Worcester News requested information about the 08 number be released under the Freedom of Information Act after councillors said crimes were going unreported because the force's non-emergency 0845 number was too expensive.

The figures reveal from April 2007 to date, the force made £4,491.45 from 653,336 calls, while in 06/07 it made £6,684.76 from 1,129,402 calls.

In 05/06 it made £5,814.79 from 1,134,446 calls.

The force spends the money on an emergency text messaging service for people who are partially or profoundly deaf or who have speech impairments.

A force spokeswoman said: "The cost of calling this number from a BT landline is around 3p a minute.

"However, charges from mobile phones do vary depending on the service provider, which unfortunately we cannot influence or change."

She said the force was considering introducing a new number which would charge users at local call rates whether they call from a landline or a mobile phone. If the force does introduce such a number - known as 03 - it will not receive any revenue from calls.

The decision to centralise the handling of all emergency and non-emergency calls was taken in 2001 to ensure the force made best use of call-handling technology and that all call-handling staff were trained to meet the needs of callers.

Callers of the 08 number reach call management centres at Hindlip, near Worcester, or Bridgnorth in Shropshire, while incidents can also be reported in person at a police station or by calling a local number and leaving a message.

However, Councillor Nigel Knowles, who raised the issue, said he was still opposed to centralised numbers.

He said: "If you've got a group of youths outside your house in Kidderminster you don't really want to be put through to Redditch via Hindlip.

"What you want to be able to do is to speak to your local beat officers and the police on the ground.

"I don't think it's as efficient as it should be if you had local numbers."

A spokeswoman for telecoms regulator Ofcom said Government guidelines say public sector bodies should not use 08 numbers without offering an alternative.

She said the new 03 numbers were ideal for police because all callers pay the same amount and the numbers can be included in mobile phone call packages, while 08 numbers generally are not.

>>

Dave wrote on Jan 29^th, 2008 at 12:36pm:

"..A spokeswoman for telecoms regulator Ofcom said Government guidelines say public sector bodies should not use 08 numbers without offering an alternative. She said the new 03 numbers were ideal for police because all callers pay the same amount and the numbers can be included in mobile phone call packages, while 08 numbers generally are not..."

Interesting - first time I've heard Ofcom sort of endorse 03. Does this mean that all telecom providers can now handle 03 calls? Or do we need to write to Ofcom and ask them to confirm?

farci wrote on Jan 29^th, 2008 at 1:16pm:

Interesting - first time I've heard Ofcom sort of endorse 03. Does this mean that all telecom providers can now handle 03 calls? Or do we need to write to Ofcom and ask them to confirm?

I believe most providers do allow calls to 03 numbers. Only BT must allow calls to all numbers and all Ofcom can do is create the rules. Ofcom has previously advised that public bodies shouldn't use 084/087 numbers without an alternative (although I can't remember where that has been said).

Source: Evening Telegraph & Post

http://www.eveningtelegraph.co.uk/output/2008/01/31/story10875987t0.shtm

<<

31 January 2008
April launch for new police number

Emergency calls to police control room staff in Tayside have included requests for a plumber and for details of the local pizza delivery shop’s opening hours (writes Steven Bell).

In one recent case, revealed for the first time today, a driver made a 999 call because high winds were making it difficult to get out of the car.

The incidents were disclosed as Tayside Police announced plans to launch a single number with an 0845 prefix for all non-emergency calls which will go live in April.

While that will not replace 999 for incidents which require immediate assistance — and officers accept there will still be abuses of the system — it’s hoped more people will be encouraged to remember the appropriate number.

Superintendent Kenny Sinclair said today, “Tayside Police receive around 30,000 non-emergency calls per month.

“It is important the force is accessible for all of these callers. It is very often their first contact with the police.

“One of the reasons for moving to a single non-emergency number is that the force currently has 16 separate numbers, and we want to rationalise that to make it easier for people to phone in.

“It’s also an opportunity to reinforce a very important message, which is that if there is any danger or risk to life, or a crime is in progress, dial 999, and for everything else use the new number when it comes out.”

Chief Inspector Sandra Richards, head of the control room, said, “Those 30,000 non-emergency calls involve a wide range of things, and we want to try to prioritise those.

“We still get a lot of calls looking for lost and found property, seeking legal advice or things like lighting defects, which are not police business.

“We are trying to filter callers to the right people, while prioritising the calls from people who are actually looking for police assistance.

“There is a problem with people knowing when to use 999. They say they dialled 999 because it’s the first number that came into their head. We’re hoping that with the publicity we have for the new non-emergency number, this will help.”

>>

In Scotland there is a centralised approach by the Association of Chief Police Officers in Scotland (ACPOS) whereby a sequence of 0845 numbers have been set aside for each force. As well as Tayside, Lothian & Borders have plans to switch to 0845 this year.

Source: BBC News

http://news.bbc.co.uk/1/hi/scotland/tayside_and_central/7222042.stm

<<

Last Updated: Friday, 1 February 2008, 14:18 GMT

New line for non-emergency calls

Tayside Police are aiming to cut the amount of minor or needless calls coming through on 999 by introducing a single non-emergency number.

The new 0845 number, to be introduced in April, will replace 16 separate non-emergency ones currently in use.

Police have received 999 calls recently asking when the pizza delivery shop shuts and from someone having trouble opening their car door in the wind.

It is also hoped the new system will provide a better service for callers.

Supt Kenny Sinclair said: "Tayside Police receives in the region of 30,000 non-emergency calls per month, which is averaging about 1,000 calls every day.

"It's important to us that the force is accessible to all these callers because it's very often their first time phoning the police."

Ch Insp Sandra Richards added: "Those 30,000 non-emergency calls that we get cover a wide range of things, and we try to prioritise the calls where people are actually asking for police assistance because a crime's been committed, or something serious is happening.

"People who phone the police, particularly if they're looking for police assistance, even in non-emergency matters, often find it difficult and distressing and they need to be addressed accurately and quickly."

Ms Richards added that people often phoned 999 because it was the first number that entered their head when thinking about the police.

However, she also blamed the rise in mobile phones and the fact 999 is a number which can be called for free if you do not have credit.

The new number will begin with 0845 and when people call they will be asked to choose from a menu of services.

Supt Sinclair said: "If you phone it [999] casually in inappropriate circumstances, you could potentially be affecting a life elsewhere, where somebody does need to get through in an emergency and can't get through."

In a genuine emergency people should continue to call 999.

Tayside Police have said that this could be the first step towards a single new non-emergency number being introduced across Scotland.

>>

Dave wrote on Feb 1^st, 2008 at 3:24pm:

However, she also blamed the rise in mobile phones and the fact 999 is a number which can be called for free if you do not have credit.

Funny how it doesn't point out that 0845 numbers are NOT free from a mobile, and in fact cost an extortionate amount to call from a mobile phone. Does she really think that people are going to call an overly priced 0845 number when 999 is free?

Quote:

However, she also blamed the rise in mobile phones and the fact 999 is a number which can be called for free if you do not have credit.

This statement goes to prove that they are actively going out to deter people from calling.

Yes, and promote them calling a number that is over and above the cost of a normal number (that they are switching from, and are free on many mobile contracts). Not that I've ever had need to call the Police, but I know which I'd prefer to ring... the free one!

It also clearly shows the incompetence of Ofcom in not persuading the Police force to get an 03 number - as such numbers were surely introduced for this purpose?! (amongst other things obviously!)

Source: Surrey Advertiser
Published: 1 February 2008

http://www.getsurrey.co.uk/news/s/2021235_police_may_drop_0845_phone_number

<<

Police may drop 0845 phone number

Surrey Police could scrap its 0845 contact centre number for non-emergencies in favour of a cheaper alternative.

The force is considering a number of options to replace the prefix, which is now more expensive than all local and most long-distance national calls.

Surrey residents have been dialling 0845 125 2222 since 2003, when many public sector organisations switched to centralised call centres.

At that time the numbers were charged at the local rate, but while the cost of national calls has fallen in recent years charges for 0845 calls have stayed the same.

The cost of calling the code from a BT landline is about 3p a minute.

Most mobile phone networks do not include calls to 0845 in their all-inclusive packages and customers can pay up to 40p a minute.

Geographic number

The possibility of Surrey Police changing its number was laid out in a letter seen by the Surrey Advertiser, which was sent by the force to campaigner Dave Lindsay.

He has written to every police force in England, Wales and Scotland, warning that the cost of dialling the 0845 prefix could put people off calling the police.

Mr Lindsay said 27 out of 44 forces were still using the code.

Now he is calling for the introduction of a local 01483 number to dial the Surrey Police contact centre, which is based at Mount Browne headquarters in Guildford.

In the letter sent to Mr Lindsay, contact centre operations manager Stuart Lowe said it was one of a number of options being considered in an attempt to lower the cost of calling the police.

'Very positive'

But Mr Lowe said migrating to the geographic number would involve a re-arrangement of the way calls were routed, and would have cost implications which would not attract any government funding.

The force is also looking at changing the number to a new 0345 code, which would cost no more than a normal UK call.

Mr Lowe said in his letter: "it is critical that any change is part of a well thought-out process that does not leave the people of Surrey confused or ignorant of any new number we  procure."

He added that Surrey Police did not raise any revenue from the use of the 0845 prefix, and that the force had no control over what mobile operators charged to call the contact centre.

Mr Lindsay said: “I thought the response from Surrey was very positive. It’s good that they are looking at what alternatives there might be.

“Changing these contact telephone numbers is not an easy step, but if that’s what is needed then that’s what we have to do.”

>>

Dave wrote on Feb 1^st, 2008 at 4:46pm:

Police may drop 0845 phone number

I would keep away from Surrey for a while Dave ... and check the back light on your bicycle as well.

Next time a journalist wants to put your name in the paper, insist that they quote you saying that you support the Police pay claim.  ;D

Source: Tayside & Fife Courier

http://www.thecourier.co.uk/output/2008/02/02/newsstory10883727t0.asp

<<

Cost of calls to police may soar

MOBILE PHONE users will have to pay more to call Tayside Police’s new non-emergency phone line when it is introduced and it could cost as much as 40p per minute.

The force announced on Thursday it plans to introduce a single number for all non-emergency calls.

All police forces in Scotland are introducing the new lines to try to stop the 999 number being bombarded with calls that are not emergencies.

However, several police forces in England that already have 0845 non-emergency numbers in place are considering replacing those lines with numbers starting with 03 because they are cheaper when called from a mobile phone.

Although 0845 numbers are charged at a local rate and cost around 3p a minute from a landline, mobile phone charges can vary. All callers pay the same flat rate when dialling an 03 number.

Campaigner Dave Lindsay has written to every police force in the UK warning them that the potentially high cost of the phone calls could put people off calling the police.

After Tayside’s plans were revealed, he also Emailed several MSPs with his concerns.

Chief Inspector Sandra Richard head of Tayside Police communication centre, said the 0845 number had been agreed before the 03 numbers existed.

>>

Source: Norwich Evening News

http://www.eveningnews24.co.uk/content/news/story.aspx?itemid=NOED02%20Feb%202008%2013%3A24%3A10%3A747

<<

It costs too much to call police - claim

MICHAEL BAILEY
04 February 2008 07:00

Norfolk police have come under pressure to change from expensive 0845 contact phone numbers to ensure people are not put off reporting crimes.

The force's 0845 456 4567 non-emergency number was brought in ensure a one-stop contact was available for people to report crime or get in touch with their local police station.

Despite the numbers being priced at a similar rate to local calls when they were first introduced in May 2005, a call to an 0845 number can now cost up to 40p per minute from a mobile phone, which is more than 10 times the rate of a call to a standard number from a BT payphone.

The constabulary receives part of the profits from the amount of calls made to the number, usually around £2,000 every year, and despite the fact the Association of Chief Police Officers (ACPO) has suggested alternatives, Norfolk's force are not planning any changes.

A Norfolk police spokesman said: “There is no intention to change the 0845 number at this time but we will keep it under review.

“Since the introduction of the number, usage has grown, which we believe supports one of our intended aims; namely to make contacting us easier.

“People living in and visiting Norfolk have one simple number to remember and the misuse of the 999 emergency number has fallen.”

The policy does vary across East Anglia's other forces, with Essex and Suffolk using standard local numbers beginning 01 for non-emergency calls, while Cambridgeshire has a similar 0845 number to Norfolk.

The government's Central Office for Information has issued guidelines advising public sector bodies to issue an alternative local number when using 08 numbers, while the ACPO has suggested forces could switch to numbers prefixed 03, which were created for bodies such as the police service.

Calls to these numbers are charged as a normal 01 call, whether it is made from a mobile or a landline, and would be included in the caller's allowance of free minutes.

But without the availability of a cheaper alternative, those reporting crime are being forced to use expensive numbers, which are often not included in the packages of free minutes issued by mobile and landline phone companies.

Norman Lamb, Liberal Democrat shadow health secretary and North Norfolk MP, said: “It is a legitimate concern and I have taken the matter up with the police authority.

“It is one thing for a public company to charge these amounts but for public services, it almost becomes a tax on those using these services.

“If the cost from using a mobile is prohibitive then we ought to have numbers which do provide an incentive to use the service.

“GP surgeries in some parts of the country are starting to use 0845 numbers as well, so you are paying extra to call your GP, which again is a concern.”

Norfolk police received 168,822 calls on their 0845 contact number between June and October last year.

>>

Source: Redhill & Reigate Life

http://www.redhillandreigatelife.co.uk/display.var.2007798.0.0.php

<<

Cheaper to phone the police

NON-EMERGENCY police calls could become cheaper for residents.

Surrey Police are considering changing their non-geographical 0845-prefixed number, which costs up to 40p a minute from a mobile phone and 4p a minute on a BT landline during the day.

A spokesman said: "While at one time 0845 was charged at local rate, the differential between it and local geographical calls has drifted steadily upwards. Today, packages are available where all geographical calls are included but this does not apply to 0845 numbers.

"Those who are likely to require contact with the police the most are those who can ill afford expensive telephone calls."

The 0845 number was introduced by the force in 2003, directing callers to a centralised call centre instead of individual police stations. These numbers can be used to generate revenue for the companies using them, who receive a percentage of call charges.

Stuart Lowe, the call centre operations manager, said it has never used this option and does not profit from the number.

The Association of Chief Police Officers is advising forces to change their numbers to 0345 numbers, which communications regulator Ofcom says costs no more than a UK call.

Surrey Police is considering this option as well as reverting to a local 01483 number, routed through the call centre. Mr Lowe said the cost of promoting a new number to residents had to be considered.

9:52am Thursday 31st January 2008

>>

Source: Salisbury Journal
Published: Thursday 7 February 2008

http://www.salisburyjournal.co.uk/business/business/display.var.2025909.0.police_facing_flak_over_service_quality.php

<<

Police facing flak over service quality
By Katharine Lawley

THE business community of Salisbury and south Wiltshire is less than satisfied with the service it gets from its police force, a meeting at the city's White Hart Hotel heard last week.

The meeting, organised by Salisbury & District Chamber of Commerce and Industry, heard pleas for more officers on patrol to prevent criminals stealing and damaging property at will.

There were also difficulties in contacting the police via its 0845 number.

Lance Foord, of Salisbury business Nu Clean, said it was ridiculous to have a number which nobody could remember, and city centre manager Lindsey Brown said the number could ring for 20 minutes before it was answered.

[…]

>>

"The Association of Chief Police Officers is advising forces to change their numbers to 0345 numbers, which communications regulator Ofcom says costs no more than a UK call."

I beg to differ, I doubt if this number range will be included in the ranges which are available for free with many contracts. My friend has the Tiscali Anytime contract whilst I use a Swiss Company which charges 5p per connection for any duration of call. I have Tiscali Evenings and Weekends contract for free geographical calls.

On my O2 mobile contract, 03 numbers are included with inclusive 01/02 calls. They should be like that for all packages (although a few companies have been a tad slow in the uptake...)

EllisRowell wrote on Feb 7^th, 2008 at 6:27pm:

I beg to differ, I doubt if this number range will be included in the ranges which are available for free with many contracts. My friend has the Tiscali Anytime contract whilst I use a Swiss Company which charges 5p per connection for any duration of call. I have Tiscali Evenings and Weekends contract for free geographical calls.

If Tiscali aren't carrying 03 calls at the same rates as they do 01 and 02 calls, they should be reported to Ofcom.

My CPS calls provider, Primus, has confirmed 03 calls are included in the 'free evening and weekend calls' I get on Primus Saver Option 2 and are carried at the same price as 01 and 02 calls at other times too.

18185 (probably the Swiss company you mention), carry 03 calls at the same rate as 01 and 02 calls as well - 5p connection for a call of any duration - so they conform with Ofcom rules.

Cheshire Constabulary receives revenue from its provider, Opal Telecom, but will not disclose the amount. I refer to this FOI response:

http://www.cheshire.police.uk/showcontent.php?pageid=631


Quote:

What revenue does Cheshire Constabulary receive as a result of the use of 0845 numbers? This information is commercially sensitive and is covered by an exemption in accordance with Section 43 of the Freedom of Information Act 2000. In deciding whether or not to apply this exemption a public interest test has been carried out. It has therefore been decided that the public interest in maintaining the exemption outweighs the public interest in disclosing the information. The factors which were taken into consideration when applying this public interest test can be found below: Factors favouring disclosure: • Transparency and openness in public decision-making • Financial probity Factors favouring non-disclosure: • Exemption provision - Section 43 • Breach the commercial interests of a third party contractor

This amounts to a charge from the citizen to the police. It is therefore an income which should surely be disclosed, whether it is paid directly from caller to receiver or via the telephone companies - a third party.

http://www.morpethherald.co.uk/news/Heated-debate-on-hotline-costs.3752510.jp

"POLICE have come under fire for the cost of calls to a crime hotline.
North East MEP Stephen Hughes has spoken out at the 0845 number used by the Northumbria Force, which could see callers pay around 4p per minute.

And he says the Police rate is just the tip of the iceberg, with the NHS, Nexus Traveline and the Learning and Skills Council all using similar numbers.

European Commission law states that such call charges should be transparent, but Mr Hughes says often people do not know the costs.

Now he has written to watchdog Ofcom about his concerns.

"Too many public and private institutions are using these premium rate phone lines when providing vital information required by the public," he said.

"Many times people don't even know they are being charged these rates on top of what it normally costs them to make a regular call.

"European law does not ban the use of the numbers, but it does say that people should know what such calls cost them. The fact the people don't know the costs means that the Directive is not being complied with.

"For this reason, I have written to Ofcom to ask that it takes action to make these charges more transparent so people can make an informed choice as to whether they make a call or not.

"I think it is scandalous that the Police are using an 0845 number for people to report crimes."

Mr Hughes has secured the backing of European Commissioner Vivian Reding on the issue and may seek prosecution if his concerns are not addressed.

"On the Commissioner's advice I have written to Ed Richards, Chief Executive of Ofcom, to ask whether he believes the transparency requirements of the Directive are being met.

"Depending on his reply, I may be asking the European Commission to launch legal action relating to non-compliance with EC law," he said.Charges for 0845 numbers could reach 4p per minute, calls to 0844 lines are charged up to 5p per minute and 0871 numbers cost up to 10p per minute.

However, Northumbria Police insist the 0845 number is not a premium rate line and the Force does not receive any income from its use.

Officials say charges will vary from between 1p per minute to 3.9p, depending on the phone package supplier, and it often works out cheaper than people calling across telephone codes on the Force's old numbers, such as a person in the 01661 area code dialling an 0191 number.

Supt Derek Scott said: "The 0845 non-emergency number was introduced last year to work alongside 999 and was chosen after consultation with internal and external stakeholders, with the intention of providing an easy number to remember.

"It has also allowed us to handle larger call volumes, improving our capacity to deal with calls when compared with the previous contact numbers and improving resilience at times of peak demand.

"We continuously review our systems and procedures and the use of the 0845 non-emergency number is no exception. If improvements can be identified, we will be examining the options available."

The full article contains 525 words and appears in Morpeth Herald newspaper.Last Updated: 08 February 2008 4:45 PM"

Bromsgrove District Council
Meeting of Wednesday 16 January at 18:00

http://bromsgrove.whub.org.uk/home/bdc-meetings-agendas-council-16012008.pdf


Quote:

11 Motion - Calls to report Crime To consider the following motion submitted by Councillor S. P. Shannon:- “Bromsgrove Council calls upon West Mercia Police Authority to remove all 08457 numbers for public contact use, and replace them with 03 numbers. Ofcom has introduced these 03 numbers as an alternative to 08 numbers and, needless to say, they are cheaper, reducing the cost of reporting crimes.”

moneysavin wrote on Feb 12^th, 2008 at 12:48am:

http://www.morpethherald.co.uk/news/Heated-debate-on-hotline-costs.3752510.jpHowever, Northumbria Police insist the 0845 number is not a premium rate line and the Force does not receive any income from its use. Officials say charges will vary from between 1p per minute to 3.9p, depending on the phone package supplier, and it often works out cheaper than people calling across telephone codes on the Force's old numbers, such as a person in the 01661 area code dialling an 0191 number.

What Century are these people living in?  

Source: This is Cheshire (Newsquest)

http://www.thisischeshire.co.uk/news/latestnews/display.var.2065220.0.police_may_cut_call_costs.php

<<

Police may cut call costs
By Neil Docking

CHESHIRE Police may reduce the charges residents pay to contact them by telephone.

The non-emergency telephone number it provides is currently prefixed 0845 - a non-geographical number that costs up to 40p a minute from a mobile phone and 4p a minute on a BT landline during the day.

In the past, 0845 calls were charged at local rate, but the price of geographical calls has fallen.

However, the price of 0845 calls has remained roughly the same and Cheshire Police is also paid revenue from the use of its 0845 number by its provider, Opal Telecom, a part of Carphone Warehouse Group.

Cheshire Police will not disclose how much money it makes from these calls.

On its website it says: "This information is commercially sensitive and is covered by an exemption in accordance with Section 43 of the Freedom of Information Act 2000."

The statement goes on to say that a public interest test was carried out when making this decision.

The Association of Chief Police Officers is advising forces to change their numbers to 0345 numbers, which communications regulator Ofcom say cost no more than a normal UK call.

An alternative could be reverting to a local 01925 number, routed through Cheshire Police's call centre.

A spokesman for Cheshire Police said it is considering the issue.

>>

Source: Larne Times
Published Date:  07 February 2008

http://www.larnetimes.co.uk/pagelead/Make-sure-you-ring-the.3748695.jp

<<

Make sure you ring the right number

LARNE police are reminding the public to use the single non-emergency phone number 0845 600 8000 when contacting them.
Superintendent Alasdair Robinson said, “Following the introduction of a new centralised call handling system in the North East, it is important that people make full use of the non emergency number as this will help us to further improve the quality of service we provide to the public.

“The non emergency number, 0845 600 8000, which was introduced in 2005, will connect the caller directly to local police who will then put them in touch with the appropriate station or individual in the Police Service. It doesn’t matter whether you are in Castlerock, Carnlough, Connor, Cushendall, or anywhere else in the North East, if you need to contact the police - 0845 600 8000 - is the only number you need to remember.”

“It is however important to stress that the 0845 600 8000 number is a non-emergency facility. If the call relates to an emergency, people should always dial ‘999’. An emergency is a situation where there is a danger to life, an immediate threat of violence or a serious crime in progress.”

Using the non emergency 0845 600 8000 number will provide a number of benefits to everyone who lives, works or socialises in H District:

· One number for everywhere in H District and across Northern Ireland;

· Low cost calls charged at local rates;

· Easy to remember;

· Can be saved on a mobile for use anywhere in Northern Ireland.

“Should local call handlers be busy, the enhanced technology will find someone else within the Service who is qualified to answer the call. This upgraded service will help us provide an improved and more efficient service whilst reducing misplaced non-emergency and 999 calls,” concluded Superintendent Robinson.

Calls to 0845 600 8000 will be charged at local rates but mobile network charges may vary. Calls to 0845 600 8000 from mobile phones will be answered centrally within the Police Service of Northern Ireland and directed to the appropriate person.

>>

As has already been mentioned on here, Audit Scotland carried out a Police Call Management Initial review. The convenor of the Audit Committee, Hugh Henry MSP, wrote to the Director General of Justice & Communities, Robert Gordon. The letter is here. Mr Gordon's response is here.

On 6 February the Audit Committee met. Mr Gordon was present and a transcript of that meeting is here.

In short, Mr Gordon didn't have many answers. The discussion covered call management in general, and the 0845 numbers are just one part. He said that they will "engage with forces" through the Association of Chief Police Officers in Scotland (ACPOS).

Linda Rosborough gave the impression that she believed that the 0845 number was not disadvantageous from landlines (apart from inclusive packages) and that the main issue was with landlines. More details about her role here.

Tayside Police is due to change to 0845 next month. George Foulkes MSP mentioned that forces south of the border are looking towards 03. So will the Scotland be left behind?

Perhaps shoving the following down Mr. Gordon's throat is the only way:

0300 333 4444 03003334444 0300 3334444 0300 333 44 44

That's the way to do it!

http://www.gazette-news.co.uk/display.var.2092003.0.police_launch_new_nonemergency_number.php

Now will the rest of the police forces, government departments, the NHS, GPs, Councils and quangos get the message?

Barbara, please note Essex Police's telephone system and Essex County Council's are linked - so, for some time, it has been possible for a call to an Essex Police geographical number to be transferred to an ECC extension (if you know the ECC extension number).  Whether this will be the case with 0300 333 4444, I don't yet know.

Now time to get on to all the other police forces that have 0845 numbers and get them to change by using Essex as the example! (That said, South Yorkshire Police seem to manage perfectly well on an 0114 number  ::)).

jgxenite wrote on Mar 4^th, 2008 at 4:22pm:

(That said, South Yorkshire Police seem to manage perfectly well on an 0114 number  ::)).

So do Dorset Police who offer two geo numbers to contact them.

http://www.dorset.police.uk/default.aspx?page=280

Source: Bishop's Stortford Citizen

http://www.citizen-series.co.uk/display.var.2090843.0.harlow_new_number_to_contact_police.php

10:00am Tuesday 4th March 2008

<<

HARLOW: New number to contact police
By David Jackman

A NEW non-emergency number for Essex Police will goes live on Thursday (March 6).

The new number - 0300 333 4444 - is a 24-hour, seven days a week service that will connect callers from across the county to the switchboard at Essex Police. Calls will then be directed to the most appropriate person, department or station.

The non-emergency number should be used for all enquiries to Essex Police but does not replace the emergency number 999. If there is a crime or serious incident in progress, a serious risk of injury or a risk of serious damage to property you should always dial 999.

Deputy Chief Constable Andy Bliss said: "The non-emergency number will improve telephone access to the police ensuring that all calls are dealt with quickly and effectively.

"By having a memorable, low cost, non-emergency telephone number for the whole county it will be easier to contact Essex Police even when you are away from home. You can still contact your local neighbourhood police officer on their mobile telephone number, which can be found on our website www.essex.police.uk or by texting your postcode to 07624 800 100."

Essex Police Authority chairman Robert Chambers said: "Having a non-emergency number provides convenient access to Essex Police 24 hours a day, a service members of the public have asked for.

"I urge everyone across the county to remember the new non-emergency phone number, keep one of the handy business card reminders or save it to their mobile phone."

Callers to the non-emergency number will be charged the same or less than calls to 01 (eg 01245) and 02 (eg 020 8508) prefixed numbers and will be included as part of any inclusive minutes or discount package.

>>

Source: Harlow Star

http://www.harlowstar.co.uk/harlowstar%2Dnews/DisplayArticle.asp?ID=261081

<<

New number to call Essex Police
By Web Reporter

A NEW police non-emergency number is set to go live on Thursday (March 6) in a bid to slash the number of people misusing the 999 system.

The hotline will provide people with an easy way to reach police officers and have inquiries answered round the clock.

It is hoped the service will ease the strain on the 999 number which is place for reporting only serous and emergency incidents.

Essex Police Deputy Chief Constable Andy Bliss hailed the service and said it will help calls be dealt with quickly and effectively.

Robert Chambers, Chairman of Essex Police Authority agreed and added: "Having a non emergency number provides convenient access to Essex Police 24 hours a day, a service members of the public have asked for.

"I urge everyone across the county to remember the new non-emergency phone number, keep one of the handy business card reminders or save it to their mobile phone."

The new number is 0300 333 4444.

>>

Source: Essex Police

http://www.essex.police.uk/news/n_cont.php?articleId=3586

<<

New non-emergency number for Essex Police
By Morwenna Holland

A new non-emergency number for Essex Police will go live tomorrow, Thursday, March 6, 2008.

The new number is 0300 333 4444. It is a 24 hour, seven days a week service that will connect callers from across the county to the switchboard at Essex Police. Calls will then be directed to the most appropriate person, department or station.

The non-emergency number should be used for all enquiries to Essex Police but does not replace the emergency number 999. If there is a crime or serious incident in progress, a serious risk of injury or a risk of serious damage to property you should always dial 999.

Deputy Chief Constable Andy Bliss, who will join children at the Fairhouse Community Infant School in Basildon to officially launch the telephone number commented: “The non-emergency number will improve telephone access to the police ensuring that all calls are dealt with quickly and effectively.

“By having a memorable, low cost, non-emergency telephone number for the whole county it will be easier to contact Essex Police even when you are away from home. You can still contact your local neighbourhood police officer on their mobile telephone number, which can be found on our website www.essex.police.uk or by texting your postcode to 07624 800 101.”

Mr Robert Chambers, chairman of the Essex Police Authority, said: “Having a non-emergency number provides convenient access to Essex Police 24 hours a day, a service members of the public have asked for. I urge everyone across the county to remember the new non-emergency phone number, keep one of the handy business card reminders or save it to their mobile phone.”

Callers to the non-emergency number will be charged the same or less than calls to 01 (eg 01245) and 02 (eg 0208) prefixed numbers and will be included as part of any inclusive minutes or discount package.

March 5, 2008

>>

Source: Carnoustie Guide & Gazette

http://www.guideandgazette.co.uk/news/POLICE-PHONE-RESPONSE-TALK.3851004.jp

<<

POLICE 'PHONE RESPONSE TALK

HOW LONG should anyone have to wait to be connected to a police telephone operator?

That was the question debated by Carnoustie community councillors at their February meeting when their guest speaker was Louise Fraser from Tayside Police control room.

Chairman Sue McMahon had written to Chief Constable John Vine expressing concern over the lack of response from Tayside Police on their non-emergency lines. She told him calls often take five minutes or more to be answered.

Ms Fraser replied that a great number of calls come into the police communication centre, where they work with limited resources. Emergency calls did take priority, as would be expected.

She added that police are like any other organisation, having the staffing levels required to do the job and answer the majority of calls within three minutes, but they could not have extra staff sitting around just in case there is an increase in call volumes.

Ms Fraser revealed that the call answer rate within the centre is 88 per cent.

Community Councillor Ed Oswald retorted: "I am astonished that you think that 88 per cent call answering rate is acceptable."

Ms Fraser explained that there are many reasons for calls not to be answered immediately and whilst not all are outwith the control of the police, the telephone lines are still being jammed by people calling about lost property or pets going missing for example, which should be getting reported to the relevant office during office hours.

These calls could be stopping valid calls getting through to a call handler.

Many of the 12 per cent of calls not answered have hung up before they get a chance to speak to a call
handler. Another reason for the jamming up of police communication centre lines is the number of people who call about the same incident, and in any major incident this can be a large number of calls over a very short period of time.

The speaker advised that the eight police forces in Scotland are to phase out their local non-emergency telephone numbers over the next 12 months, and move to one single number for each police force.

This will go live with a testing phase mid-April this year, and will come into force fully in May, 2009, when the Phone Book next changes.

There will be substantial marketing nearer the time to advise the public of the changes.

The telephone number for Tayside Police will be 0845 6005705 which will be a local rate telephone call, and the system will automatically know which area you are calling from in order to direct you to someone who can help you.

Last Updated: 06 March 2008 11:23 AM

>>

Source: Express & Star

http://www.expressandstar.com/2008/03/10/police-phone-line-rakes-in-24k/

<<

Police phone line rakes in £24k

The West Midlands Police force collects £24,000-a-year through its non-emergency phone line, it was revealed today.

Now critics are demanding the force switches to a service that is cheaper for the public.

The force pockets cash for calls made by the public to its 0845 113 5000 official non-emergency number, which earns it an average £2,000-a-month. It is especially expensive making a call to the number from a mobile.

A recent circular by the Association of Chief Police Officers (Acpo) sent to forces throughout the country warned of “increasing public concerns over the use by the service of 0845 prefixed telephone numbers for non-emergency police contact”. It pointed out those numbers no longer charge all calls at local rates and are now often more expensive than the traditional 01 and 02 numbers they replaced.

Campaigner Dave Lindsay, a 28-year-old security officer and computer expert, said: “It seems wrong that the police should be making money in this way.

“They have a captive audience because the only other number that can be used is 999, which is for emergencies.”

The problem can be solved by replacing the 8 in the current phone number with a 3, putting it on a different tariff that would not allow the police to share revenue from the service. Essex police have just made the move and other forces could follow, although they would have to find money to pay for changes like reprinting stationery and altering the livery of vehicles advertising the present number.

The Acpo has warned that those who do not switch should drop any claim that their 0845 number is charged at local rate, and investigate the possibility of reintroducing the old geographically coded number that began 01.

The non-emergency line used by the public to contact West Midlands Police takes more than two million calls a year. Not all of these qualify as part of the deal that currently generates money for the force. The force said: “We are investigating various options although it should be noted that the 03 numbers are not yet widely available. The whole costs and benefits of the alternative arrangements will then be considered.”

New figures also reveal the force spent £1m between April 2006 and March last year on private consultants such as management experts, financial strategists, market researchers and PR.

Bosses defended the cash payouts to private companies, saying consultancy fees included work around specialist areas which the force cannot provide. But Fiona McEvoy, spokewoman for the TaxPayers’ Alliance, said more cash should be spent on actual policing. “Ordinary hard-working people pay taxes in good faith for front line police services and safer communities,” she said.

>>

Source: Northern Echo

http://www.thenorthernecho.co.uk/search/display.var.2104074.0.police_review_0845_number_as_call_costs_raise_concern.php

<<

Police review 0845 number as call costs raise concern
By Joe Willis

NORTH Yorkshire Police are considering changing their nonemergency telephone number after it emerged that some callers are being charged more than planned.

The 0845-60-60-24-7 number was launched in 2004 in an attempt to stop people dialling the 999 emergency number unnecessarily.

The force initially said all calls to the number would be charged at a local rate.

But senior officers now admit some callers are being charged more, especially those ringing on a mobile.

In the past 11 months, more than 500,000 people have called the force using the number.

A freedom of information request reveals North Yorkshire Police are charged nearly £10,000 a year to use the 0845 number.

However, it has emerged that other police forces are receiving thousands of pounds in revenue from the telephone companies providing their number.

The information request was submitted to the force by concerned member of the public Dave Lindsay, from Doncaster.

He said: "Calls to the 0845-60-60- 24-7 number can be significantly more expensive than geographical calls, especially from mobile phones.

"This disadvantages the least well-off in society who may not have their own landline.

"In addition, the force is charged nearly £10,000 a year for the number and the calls to it.

"Other forces receive revenue from their 0845 number and the cost to the caller is the same regardless.

It seems North Yorkshire Police have a poor deal."

A force spokeswoman said that when the non-emergency number was introduced, the cost of a call was based on local rates from a BT landline.

She added: "However, following research by the Association of Chief Police Officers, we understand that some additional costs have been incurred by the public when phoning from other service providers. This is out of the control of North Yorkshire Police and applies to all forces using a similar number.

"Consideration is being given to changing the number in an effort to minimise the additional costs. However, the process is at the very early stages and must take into account the cost, benefit and practical implications of any change."

The new number is likely to start with 0345.

10:10am Saturday 8th March 2008

>>

Source: York Press

http://www.thisisyork.co.uk/display.var.2116616.0.is_forces_number_up.php

<<

Is force’s number up?
By Helen Gabriel

NORTH Yorkshire Police could be set to change its non-emergency telephone number - because campaigners claim it is costing the public too much money.

The police force says it is making no money from telephone calls to its 0845 60 60 247 number.

But campaigners say it is still costing money for members of the public who do not have BT landlines, and particularly those who call from mobile phones.

A Freedom of Information request shows the force is actually paying out almost £10,000 a year for incoming calls from people living outside the area. The police foot the bill for the difference between the local and national rate.

A recent circular from the Association of Chief Police Officers (Acpo) sent to forces throughout the country warned of "increasing public concerns over the use by the service of 0845 prefixed telephone numbers for non-emergency police contact".

It pointed out those numbers no longer charge all calls at local rates, and are now often more expensive than the traditional 01 and 02 numbers they replaced.

A North Yorkshire Police spokesman said: "When our non-emergency telephone number was originally introduced, the cost of a call was based on local rates from a BT landline.

"However, following research by the Association of Chief Police Officers we understand that some additional costs have been incurred by the public when phoning from other service providers.

"This is out of the control of North Yorkshire Police and applies to all forces using a similar number.

"Consideration is currently being given to changing the number in an effort to minimise the additional costs.

"However, the process is at the very early stages and must take into account the cost, benefit and practical implications of any change.

"We are committed to providing the best possible service to the people of North Yorkshire and are constantly reviewing our services to ensure we provide value for money."

The non-emergency line used by the public to contact North Yorkshire Police takes more than 600,000 calls a year.

Campaigner Dave Lindsay, a 28-year-old security officer and computer expert, said: "Calls to the 0845 60 60 247 number can be significantly more expensive than geographical calls, especially from mobile phones.

"This disadvantages the least well-off in society who may not have their own landline.

"In addition, the force is charged almost £10,000 per annum for the number and calls to it. Other forces receive revenue payments from their 0845 number, and the cost to the caller is the same regardless. It seems like North Yorkshire Police have a poor deal."

The problem can be solved by replacing the 8 in the current phone number with a 3, putting it on a different tariff that would not allow the police to share revenue from the service.

Acpo has warned that those who do not switch should drop any claim that their 0845 number is charged at local rate.

Some landline providers charge up to with six pence per minute at all times for calls to 0845 numbers, plus a seven pence connection charge.

11:25am today

>>

Perhaps North Yorkshire Police should speak to their colleagues in Essex and get themselves an 0300 number.

http://www.essex.police.uk/news/n_cont.php?articleId=3590

Heinz wrote on Mar 13^th, 2008 at 3:24pm:

Perhaps North Yorkshire Police should speak to their colleagues in Essex and get themselves an 0300 number. http://www.essex.police.uk/news/n_cont.php?articleId=3590

Indeed. Evidence exists which suggests that Durham Constabulary went out and "rented" a "Lo-call" number with incoming call charges. The force switched in February 2005 and lied about it being "local rate". Whilst I in no way condone the numbers, why did these people not put it out to tender? Had they done so they could have saved each force approximately £10k per amum and maybe even made revenue. Does this not break rules on tendering?? :-/

Also, would it not have helped if these police forces had looked at the "evidence" - namely tariffs by telephone operators?

jgxenite wrote on Mar 4^th, 2008 at 4:22pm:

Now time to get on to all the other police forces that have 0845 numbers and get them to change by using Essex as the example! (That said, South Yorkshire Police seem to manage perfectly well on an 0114 number  ::)).

West Mids, North Yorks, Durham and Derbyshire e-mailed. (with the Essex Police website link).

Source: Scarborough Evening News

http://www.scarborougheveningnews.co.uk/news/Police-think-of-changing-their.3881259.jp

<<
Police think of changing their number

By Ian Duncan

FUTURE non-emergency calls to Scar- borough Police could be made using a new number if it proves to be better value for money.
The possible change comes after it has been revealed that some callers are being charged more than local rates and it is costing North Yorkshire Police £10,000 a year to use it.

North Yorkshire Police’s current non-emergency number, 0845 6060247, was launched in 2004 so that people would not use the emergency 999 number unnecessarily.

At the time the force said all calls to the number would be charged at a local rate but senior officers have admitted some callers are charged more, especially if they are using a mobile phone.

And figures also show that the force is charged almost £10,000 a year to use the 0845 number.

A North Yorkshire Police spokeswoman said: “When our non-emergency telephone number was originally introduced, the cost of a call was based on local rates from a BT landline.

“However, following research by the Association of Chief Police Officers (ACPO) we understand that some additional costs have been incurred by the public when phoning from other service providers.

“This is out of the control of North Yorkshire Police and applies to all forces using a similar number.”

She added that North Yorkshire Police was considering using a different number to help minimise the additional costs. But she said: “The process is at the very early stages and must take into account the cost, benefit and practical implications of any change.

“We are committed to providing the best possible service to the people of North Yorkshire.”

The findings were revealed after a concerned member of the public submitted a freedom of information request to the force.

Although it is early days for the proposed change it is thought the new number would begin with 0345.

Last Updated: 14 March 2008 12:04 PM
>>

Rubbish! It was introduced in September 2004, just after BT had scrapped BT Standard. Had North Yorkshire Police actually bothered to look at the evidence, then it would have found that this was not the case. The "evidence" comes in the form of telephone tariffs from a range of telephony providers.

Instead, it apparently lives in world where BT is the only provider and that is probably the reason it spends £10,000 a year of tax payers' money on the 0845 number when there are providers which would charge nothing or even pay it for having one of their 0845 numbers.

From the Dundee Liberal Democrats website:

http://dundeelibdems.org.uk/resources/sites/82.165.40.25-4354cb46e84541.81564487/Various%20Resources%20(non%20policy%20and%20miscellaneous)/Tayside+Police+Single+Non-Emergency+Number+-+Details.pdf

This is a leaflet on the forthcoming Tayside Police 0845 non-emergency number, published February 2008.


Quote:

COST · Call costs will depend on individual packages and will vary. · Experience in other forces shows no decrease in the number of calls to the police, which would indicate that cost is not an issue · The average duration of a call is around 2 mins or less so cost from a landline is unlikely to be significant regardless of the package. · Charges from mobile phones will of course be higher than from a landline and will vary according to your mobile phone operator. · 999 calls remain free

This doesn't answer the question of cost. It will vary, it says. Yes, and so does the price of lots of things.

Tayside Police finds it acceptable that citizens making contact should pay higher rates and justification of this is that it apparently doesn't put people off.


Quote:

FREQUENTLY ASKED QUESTIONS How much will it cost. 999 calls remain free. Costs to the 0845 number will depend on individual packages and will vary. The average duration of a call is around 2 mins or less so cost from a landline is unlikely to be significant regardless of the package. Charges from mobile phones will of course be higher than from a landline and will vary according to your mobile phone operator. The average duration of a call is around 2 minutes or less so cost is likely to be very low regardless of the package.

This still doesn't answer the question. The first sentence has nothing to do with the 0845 number. This statement is the same as above, just in a different order. It's complete waffle!

How can they determine what may be "significant"? Those who don't have a landline will be calling from a mobile phone. They are even more likely to find the cost of calling the police is "significant" - and they are the ones who can least afford it.

Dave wrote on Mar 22^nd, 2008 at 1:20am:

Quote: FREQUENTLY ASKED QUESTIONS How much will it cost. 999 calls remain free. Costs to the 0845 number will depend on individual packages and will vary. The average duration of a call is around 2 mins or less so cost from a landline is unlikely to be significant regardless of the package. Charges from mobile phones will of course be higher than from a landline and will vary according to your mobile phone operator. The average duration of a call is around 2 minutes or less so cost is likely to be very low regardless of the package. This still doesn't answer the question. The first sentence has nothing to do with the 0845 number. This statement is the same as above, just in a different order. It's complete waffle!

And it's so turgidly composed and edited that almost a complete sentence is duplicated.

It may well be that the average call length is 2 minutes, but that will be because some people give up while still in the call queueing system and have to call again later, spending perhaps £2.50 for 10 minutes.

Source: The Harlow Herald

http://www.harlowherald.co.uk/content/hlwherald/news/story.aspx?brand=HLHOnline&category=NewsHarlow&tBrand=HertsCambsOnline&tCategory=newslatestHLH&itemid=WEED20%20Mar%202008%2015%3A38%3A07%3A880

<<
Police launch non-emergency number
08:34 - 22 March 2008

http://www.herts24.co.uk/herts24/assets/images/dynamicFeed/WHHAED0115620032008.P02.jpg
Pictured are Pc Chris Newton, Insp Paul Thompson and PCSO Holli Scott from Harlow Police Station

THE new non-emergency police number is currently being advertised on the side of Harlow buses to make residents aware of the new service.

The non-emergency number has been set up for all enquiries to Essex Police and is a 24-hour, seven days a week service that will connect callers to the relevant person, department or station.

The number, 0300 333 4444, is appearing on the sides of 19 First Buses Essex in Harlow.

This number does not replace the emergency number 999 which should be used if there is an emergency, a serious risk of injury or serious damage to property.

Deputy Chief Constable Andy Bliss said: "The non-emergency number will improve telephone access to the police ensuring that all calls are dealt with quickly and effectively.

"By having a memorable, low cost, non-emergency telephone number for the whole county it will be easier to contact Essex Police even when you are away from home.

"You can still contact your local neighbourhood police officer on their mobile telephone number, which can be found on our website www.essex.police.uk or by texting your postcode to 07624 800 101."

The price of the call will be the same as a local call on a 01 (01279) or 02 (0208) number and will be included in inclusive minutes and discount packages.
>>

Source: Buxton Advertiser

http://www.buxtonadvertiser.co.uk/hayfield/Telephoned-for-45-mins.3916054.jp

<<
Telephoned for 45 mins
By Emma Downes
News Editor

A HAYFIELD councillor has complained after she tried for 45 minutes to contact Derbyshire police without success.

Cllr Eva Hodgson, speaking at a meeting of the parish council, said she dialled the 0845 number repeatedly.

Inspector Tracy Lewis said: "To be ringing for 45 minutes is not acceptable.

"Calls for service times are monitored quite closely and are quite good and have been improving since the call handling centre was set up a few years ago."

She said she would look into the specific circumstances.

Last Updated: 27 March 2008 9:28 AM
>>

Source: Falmouth Packet

http://www.falmouthpacket.co.uk/mostpopular.var.2113692.mostcommented.mp_concerned_about_police_phone_charges.php

<<
MP concerned about police phone charges

Andrew George, MP for the West Cornwall and Isles of Scilly Constituency of St Ives, has today called on the Devon and Cornwall Constabulary to ensure that responsible citizens are not deterred from reporting useful information to the police by the price of calls to its non-emergency contact number.

Mr George had raised concerns that calls to the 0845 prefix number, which is promoted by the police as a local rate service, are generating profits for the force due to changes in the telecoms market since the prefix was first introduced which now make it more expensive than a normal local call. The number is also much more expensive to call using mobile or pay phones.

Mr George raised these concerns in a letter to Chief Constable Mr Stephen Otter who assured him that the force has "no intention of using the non-emergency number as a significant income generation device". Mr George, however, wants the Constabulary to speed up its plans to switch to a less expensive non-emergency number and to be clear with the public about what calls will cost.
advertisement

"The police should not profit from responsible citizens who report helpful information using the non-emergency line," said the MP.

"Whilst I appreciate that the apparent profit is only a small fraction of the cost to the Constabulary of operating the service it is important that the police find a system which does not add costs to local people who have already paid for this service through their taxes.

"I hope the Constabulary can find a system which reduces the cost to local people and that, in the meantime, the local rate call' claims in their publicity are corrected."

1:01pm Wednesday 12th March 2008
>>

Dave wrote on Apr 2^nd, 2008 at 10:26am:

Mr George raised these concerns in a letter to Chief Constable Mr Stephen Otter who assured him that the force has "no intention of using the non-emergency number as a significant income generation device". Mr George, however, wants the Constabulary to speed up its plans to switch to a less expensive non-emergency number and to be clear with the public about what calls will cost.

Translated that means yes we make a healthy profit from it but using our PR people we try and word it so it looks like we dont but at same time we cant lie so we decided to use the word "significant".  That one word makes all the difference.  Remove it and they dont receive any income from it but by putting it in their, it can be read that they make no (or very little) money from the calls received.


Quote:

"The police should not profit from responsible citizens who report helpful information using the non-emergency line," said the MP.

Well other government funded departments are making a profit so obviously the police felt left out and thought well we could get a number and make money from it whilst claiming its local/national rate.

bbb_uk wrote on Apr 2^nd, 2008 at 10:49am:

Translated that means yes we make a healthy profit from it but using our PR people we try and word it so it looks like we dont but at same time we cant lie so we decided to use the word "significant". […]

See this FOI response.


Quote:

1) Revenue and payments: (a) Does Devon & Cornwall Constabulary receive any revenue payments from the use of this number? If so, how much? Yes, approximately £900 per month […] 4) How many calls in have been received in total and how much revenue has been received in total, if applicable, on the 0845 number: (a) in the period April 2006 to March 2007. 897092 calls. Amount of revenue for those calls £6513.63 (b) in the period April 2007 to the latest date which figures are available for. Please specify up to when they apply. Calls received Apr 07 to Jan 08 = 748017 calls. £8670.31 in revenue

So Devon & Cornwall is on course to "generate" over £10,000 this year.

Source: Andrew George MP's website

http://www.andrewgeorge.org.uk/index.php?p=Story&ID=189

12/03/2008

Police urged not to 'profit' from public good will

<<
Andrew George, MP for the West Cornwall and Isles of Scilly Constituency of St Ives, has today called on the Devon and Cornwall Constabulary to ensure that responsible citizens are not deterred from reporting useful information to the police by the price of calls to its non-emergency contact number.

Mr George had raised concerns that calls to the 0845 prefix number, which is promoted by the police as a local rate service, are generating profits for the force due to changes in the telecoms market since the prefix was first introduced which now make it more expensive than a normal local call. The number is also much more expensive to call using mobile or pay phones.

Mr George raised these concerns in a letter to Chief Constable Mr Stephen Otter who assured him that the force has “no intention of using the non-emergency number as a significant income generation device”. Mr George, however, wants the Constabulary to speed up its plans to switch to a less expensive non-emergency number and to be clear with the public about what calls will cost.

Commenting Mr George said:

“The police should not profit from responsible citizens who report helpful information using the non-emergency line.

“Whilst I appreciate that the apparent profit is only a small fraction of the cost to the Constabulary of operating the service it is important that the police find a system which does not add costs to local people who have already paid for this service through their taxes.

“I hope the Constabulary can find a system which reduces the cost to local people and that, in the meantime, the ‘local rate call’ claims in their publicity are corrected”
>>

Source: Northumbria Police

http://ww1.northumbria.police.uk/ePolicing/web/wms.nsf/NewsReleaseContentDocs/NWS022401?OpenDocument

<<
Force rings the changes with new Non-emergency number
Same service but cheaper

01/04/2008

Northumbria Police is ringing the changes with a new forcewide non-emergency number.

The new telephone line, which is cheaper to call, is now in operation.

The new number - 03456 043 043 - replaces the 08456 prefix and is charged at the same rate as a local call.

Superintendent Derek Scott, from the force's Communications Department, said: "This number is cheaper to use than the previous 08456 number, and in many cases it will be free as part of an existing call package – especially in the evening and at weekends.

"It will provide exactly the same service as the old number and should be used in any non-emergency situation.

"It can be used if you want to report a non emergency incident, to contact your local Neighbourhood Policing team or to speak to an officer of member of staff."

Remember, in an emergency you should still dial 999.

Your call will be treated as an emergency when:

someone's life is in danger

a vulnerable person is at risk

a crime is in progress or immediate action is needed to secure evidence

there has been a road crash involving serious injury or which is causing serious traffic congestion

there is a public disturbance or disorder
>>

Do you think this is just because Plod in time warp Northumbria uniquely still respects the general public and wants to do the right thing by them or is this the start of a Nationwide trend by the Police.

The Police non emergency number is never going to work unless it is an 03 number.

NGMsGhost wrote on Apr 14^th, 2008 at 7:43pm:

Do you think this is just because Plod in time warp Northumbria uniquely still respects the general public and wants to do the right thing by them or is this the start of a Nationwide trend by the Police.

Praise must be given to Northumbria for changing to 03. Same goes for Essex as well.

Whilst there are always going to be some who drag their feet and prefer to hang on to the revenue, there are some which are known to be reviewing the situation, as the articles published on this thread show.

Unfortunately the situation in Scotland appears somewhat at odds to this with a 0845 number in the pipeline for all of the forces there. It is to be hoped that consideration will be given to the new 03 prefix.

Dave wrote on Apr 14^th, 2008 at 8:46pm:

Whilst there are always going to be some who drag their feet and prefer to hang on to the revenue, there are some which are known to be reviewing the situation, as the articles published on this thread show.

Surrey County Council claim to have been reviewing the situation in respect of their single 0845 number for at least the last three years.

Yet despite repeated promises they would soon be bringing in a geographic number in addition to or instead of their single point of contact 0845 call centre number they still have not done so.  They now claim to be working on getting an 03 number but if so they why didn't introduce it last August.

Delay, delay and delay again is the primary tactic of all these leading NTS scammers. :o >:( [smiley=thumbdown.gif]

Source: Carnoustie Community Council

http://www.carnoustiecommunitycouncil.org/previousMinutes.htm

Minutes of the meeting held on Monday, February 25th, 2008

<<

Guest Speaker. Mrs Louise Fraser, Coordinator of the Tayside Police Force Communication Centre had been invited to attend the meeting after concerns that non-emergency calls were not being processed quickly enough.

Mrs Fraser said that she was very concerned that this issue had been brought up repeatedly at Community Council meetings since the inauguration of the current central system. She explained that anyone dialling the local station number are now re-routed to the central communication centre, where their query is dealt with. Currently there are three numbers to call, but all eight Scottish police forces are going down the route of having a single non-emergency number for each force. Subsequently, from the middle of April, the public will phone 0845 6005705 for Tayside Police and the number of the Carnoustie Station will no longer be published, but anyone dialling it will still be re-routed to the centre for several months.

Mrs Fraser explained that problems have been experienced at certain times when the high volume of calls proves difficult for the number of call handlers on duty. She stressed that the centre is fully staffed but to over-staff it would be a waste of public funds. She appealed for the public to be patient at busy times, as call handlers could be dealing with an accident etc. She said she had checked logged calls and found that 13% of callers hang up immediately if their call isn’t answered straight away and that the longest any caller had had to wait for their call to be answered was four minutes. She said she appreciated that this could seem like a very long time to the caller, but the issue should be viewed in perspective.

E. Oswald pointed out that he had voiced concerns two years ago re the centralising of the call-handling system and he felt that it is not acceptable that over 12% of the public do not get through and that four minutes is far too long to wait for the phone to be answered. He stressed that the police force is a service and should not be treated as a business and he fears that the bond between the police and the public is being lost.

Mrs Fraser replied that the public needs to see that the system is changing but the police are working with limited resources. With the new system will come options, which will filter the calls, dividing them into lost property, crime reporting etc. It is hoped that this will go some way towards stopping the system becoming clogged.

Mrs McMahon described community councillors recent visit to the communication centre. She expressed surprise that there were only 2-3 call handlers on duty and questioned Mrs Fraser about reports that Carnoustie calls are in effect to be re-routed through Pitlochry. Mrs Fraser denied that this had happened, although it was there as a safety option if the system couldn’t cope.

E. Oswald expressed concern that any local calls should be answered outwith the area, but Mrs Fraser replied that it was surely better that the call was answered, be it in whatever part of the country. She explained that the centre employs an electronic mapping system which pinpoints exact locations and that police can no longer sustain its ‘local’ identity. More call handlers are due to be hired prior to the next implementation of the new service.

D. Ford asked whether the system has been designed by the police or a civilian agency. Mrs Fraser answered that it has been drawn up by BT, with police advice.

Mrs Fraser concluded by appealing for the public to get in touch with her if they have experienced difficulties as it is in everyone’s interest to iron out problems in the system.

>>

http://www.westyorkshire.police.uk/section-item.asp?sid=12&iid=4830

Source: West Yorkshire Police

<<
Police Warn: Avoid Becoming a Lottery Loser

Friday, April 18, 2008

[…]

“West Yorkshire Police works in partnership with Consumer Direct and the West Yorkshire Trading Standards Service to investigate cases of this kind. If you believe you have been subject to a lottery fraud you can contact Consumer Direct by the local rate telephone number 0845 4040506 or via the internet at www.consumerdirect.gov.uk.

[…]
>>

West Yorkshire Police quite happily misleads citizens on the cost of calling its 0845 non-emergency telephone number on the contact page.

Dave wrote on Apr 19^th, 2008 at 8:41am:

West Yorkshire Police quite happily misleads citizens on the cost of calling its 0845 non-emergency telephone number on the contact page.

Perhaps someone should attempt to ask the Chief Constable to prosecute himself for wilfully breaching Part III of the Consumer Protection 1987?

I suppose we could give him a last chance by refering him to the recent announcements by Essex and Cumbria Police.  I thought the Essex bus painted up with the new 03 number was a particularly effective image.

An obvious angle is to make a formal complaint (but refuse to accept an informal resolution and demand the formal complaints process) to Professional Standards at your local Police force then if/when you reach deadlock and they continue to insist 0845 is "local rate" or refuse to change to 03 numbers take your complaint to the Independent Police Complaints Commission

See www.westyorkshire.police.uk/section-item.asp?sid=6&iid=106

and

See www.ipcc.gov.uk/index/complainants/forms.htm


Quote:

We are also responsible for considering appeals made by members of the public about their complaints. If you have made a complaint  and you are not happy with the way it has been handled you may be able to appeal to the IPCC

That would be sure to set the cat amongst the pigeons a lot more than an FOI or a complaint to the Police Authority (who are always in bed with the Police Force) with these hardened 0845 abusing Police authorities.

Now that two police forces have changed it really shouldn't be that difficult to roll the rest of them over.  They will cite waiting till the end of the current contract with their telecoms supplier but in reality all these contracts can be changed to use 03 at any time.  It merely involves offering to pay the telecoms supplier more money.  That is what is so unacceptable about the excuse being used to let doctors surgeries or NHS Direct hang on to their 0844 numbers.

NGMsGhost wrote on Apr 19^th, 2008 at 10:38am:

[..] take your complaint to the Independent Police Complaints Commission [..]

... who appear to be just as bad, considering that their contact numbers are 0845s...

jgxenite wrote on Apr 19^th, 2008 at 10:47am:

... who appear to be just as bad, considering that their contact numbers are 0845s...

They have just been missold to them using PITO like all the rest of them.   If it comes in as a formal complaint appeal they will have to investigate it.  The fact that Essex and Cumbria have now changed to 03 makes their arguments against moving to 03 a lot harder to justify.

The biggest complaint of all worth pursuing to the Parliamentary Ombudsman via your MP is about Ofcom and their failure to adequately publicise and inform the public that 084/7 calls are not local/national rate, failure to ensure accurate price indications (description as local rate and national rate) on phone bills and failuure to promote and explain on an adequate national basis the purpose and advantages of their new 03 dialling code.  It is from the pathetic and disgraceful failures of the regulator, who should have protected the public against abuse on all these issues (as is indeed their principal remit under Section 3(i) of  the Communciations Act 2003), that all these other thousands of instances of 084/7 misuse and missellling then inevitably arise.

The Police 0845 use is a big one worth going for because if they and the BBC all change over it will then apply huge pressure for governemnt agencies like DVLA and HMCE to aslo fall into line.

Tanllan wrote on Sep 17^th, 2008 at 11:10pm:

6p per minute?

Yes, this is totally wrong.  03 calls are charged as per 01/02 calls by all providers, so will cost the same as calling any other landline, and will come out of inclusive minutes or free calls options depending on your tariff.  Certainly not 6p/min.

Dave wrote on Sep 17^th, 2008 at 5:01pm:

Quote: The new number costs six pence a minute from a BT landline. Call charges for other landline and mobile network providers may vary." I have just spoken with a lady at Staffordshire Police and she says they are aware of this. They intend to publish an advisory message on the website.

They should also be ready to comment to newspapers and any other media who have used the news release, explaining and correcting the error.

My guess is that they arrived at 6p per minute by totalling the cost for a 3 minute call, as follows:

[3 minutes @ 4p =] 12p, + 6p (old) set up fee, = 18p, / 3 = 6p.

When giving pence per minute it is better not to include the call set up fee, although 19p is now the correct price for a 3 minute weekday daytime call for the Unlimited Weekend option from BT - TO ANY LOCAL (or other geographic) NUMBER.

The press release from Staffordshire Police has now been amended:


Quote:

Calls to 03 numbers cost no more than calls beginning 01 and 02, and are included in any inclusive call minutes or discount schemes. However, the exact price you pay depends upon the terms and conditions of your service provider."

Dave wrote on Sep 18^th, 2008 at 3:12pm:

The press release from Staffordshire Police has now been amended: Quote: Calls to 03 numbers cost no more than calls beginning 01 and 02, and are included in any inclusive call minutes or discount schemes. However, the exact price you pay depends upon the terms and conditions of your service provider."

Yes, I received a couple of very nice e-mails from them after I pointed out the errors to the Chief Constable's Staff Officer (she's the Sergeant who picks up the Chief Constable's e-mails to save him the effort of reading them).


Quote:

Thank you very much for taking the time to contact us - because of your prompt action we have been able to alter most of our literature and promotional material before our go-live date yesterday. Your help is very much appreciated. Regards Pauline Smith Deputy Head of Contact Centre

Source: The Sentinel

http://www.thisisstaffordshire.co.uk/news/New-number-cuts-police-costs/article-339081-detail/article.html

New number cuts police call costs

Friday, September 19, 2008, 09:21

<<
STAFFORDSHIRE Police has launched a new telephone number which will make it cheaper for people to contact them.

The force consulted the public about the change and chose the new number – 0300 123 4455 – because it is easy to remember and dial.

It will replace the former number, which was 08453 302010.

People can use the number to speak to police about anything which is not a 999 emergency.

The new number costs 6p per minute from a BT landline and, unlike the previous number, can be added to talk plans or free call bundles offered by various networks.

[…]

Staffordshire's Chief Constable Chris Sims said: "We haven't take the decision lightly but there are such advantages we decided to go for it.

"Ofcom wants all public bodies to take on 03 numbers so we would have had to do it at some point."

About 1,000 members of the public were asked which number they would prefer from a selection, and they chose the new one because it was the easiest to remember and dial.

It went live yesterday, and the old one will gradually be phased out. The police held a launch event at Trentham Gardens, and officers handed out balloons and leaflets to publicise the new number.

Mr Sims said: "The launch event was paid for by BT. We have put aside a small amount of money to change literature but it is not going to have a big cost for the public."

[…]
>>

---

Credit should be given to Northumbria, Durham and now Staffordshire Police forces for moving away from their 0845 numbers to 03xx ones. Hopefully others will follow suit.

It's slightly disappointing that the article contains the misinformation that the 0300 number is 6p/min from a BT line.

Dave wrote on Sep 21^st, 2008 at 11:48pm:

Mr Sims said: "The launch event was paid for by BT. We have put aside a small amount of money to change literature but it is not going to have a big cost for the public."

So one arm of BT pays for the Police to launch an 03 number whilst another arm of BT hoodwinks Norwich City Council in to switching over to 0844 on the basis that it is more flexible and modern.  Talk about being two faced!

And of course BT can't even seem to properly explain to the Police the main advantages of switching to using an 03 phone number. :o ::)

NGMsGhost wrote on Sep 21^st, 2008 at 11:56pm:

So one arm of BT pays for the Police to launch an 03 number whilst another arm of BT hoodwinks Norwich City Council in to switching over to 0844 on the basis that it is more flexible and modern.  Talk about being two faced!

I think it's very positive that telephone providers are getting behind 03 numbers. This is what we want. Even Windsor Telecom is getting behind 0300 numbers for public bodies with its "Healthcare Guide" and other information as to why 03 is the way to go.

Dave wrote on Sep 22^nd, 2008 at 12:09am:

I think it's very positive that telephone providers are getting behind 03 numbers. This is what we want. Even Windsor Telecom is getting behind 0300 numbers for public bodies with its "Healthcare Guide" and other information as to why 03 is the way to go.

That's only because these NTS vending shysters now know that it is totally against COI guidelines and the Varney report to try to sell new 0844 and 0845 numbers to the public sector and that they may eventually get their come uppance from any body they want to go on doing business with long term if they try to hoodwink them in to switching to or staying on one of these numbers.

However as even 03 numbers are still potentially something of a ripoff (they often add unnecessary cost over and above what Intelligent Call Routing can call stats need cost if they were on geographic numbers due to the existence of additional telecoms middlemen) I hardly think we can always applaud their use.  It is to be applauded perhaps if current 0844 and 0845 users switch to them rather than carrying on with using those numbers but not to be applauded if a current user of a perfectly good and complex geographic phone number systems suddenly switched to using 03 (not that this is generally happening).

Don't forget that 03 numbers are actually largely my idea put forward to Ofcom at their one and only meeting for consumer groups on NTS numbers held in November 2005.  I both suggested the code they should use (03) and the fact that what was so objectionable about their lovely intelligent call routing 084/7 system that they said had so much added value in it was that  there was no version of it where either the consumer was not violenty ripped off (084/7) or alternatively business was not violently ripped off (0800).  As a result of these comments Ofcom then came up with the idea of 03 numbers charged at normal rates to callers but where business pays something extra above geographic calls for the extra features offered.

In theory 03 should work much better for the consumer than 084/7 as businesses are large telecoms consumers and so will always shop round aggressively for the best telecoms deal.  However I suspect that with some of our more lazy and incompetent public sector bodies that this may not always happen and because its just public money and not their profits they will lazily sign the first 03 deal going with their existing 084/7 telecoms supplier without properly checking out all the alternatives.

NGMsGhost wrote on Sep 24^th, 2008 at 9:18pm:

it is totally against COI guidelines and the Varney report to try to sell new 0844 and 0845 numbers to the public sector

As I recall, whilst both recommend some of the benefits of 03, neither prohibits use of 084x. I am certainly not aware of any directive anywhere in the public sector that implements such guidance.


NGMsGhost wrote on Sep 24^th, 2008 at 9:18pm:

even 03 numbers are still potentially something of a ripoff

I do not believe that geographic numbers with additional features invariably provide a cheaper option than 03. If I were to be convinced of this, then I would be quick to condemn all use of 03 numbers. Sadly we do not have the information necessary to effectively oversee every public procurement exercise in detail and so we can only press the case for 03 whenever a non-geographic number is being considered.

03 numbers would generally be more expensive, on a like-for-like basis, than 084x or 087x. Except in cases where we are aware of the applicability of a powerful argument in favour of a geographic number, it is surely best not to press the potential downsides of 03 to anyone considering its use. I understand the general perception that 03 is expensive to have already caused it to be dismissed as an option by many. Unless we have clear reasons for doing so, we should not add to any general sense of distrust.


NGMsGhost wrote on Sep 24^th, 2008 at 9:18pm:

… some of our more lazy and incompetent public sector bodies … may not … always shop round aggressively for the best telecoms deal

As campaigners, to whom these bodies may not be directly accountable, we sadly cannot directly affect the quality of the decision making process. All we can hope to do is ensure that the truth about revenue sharing is understood and the benefits of 03 are recognised in cases where this could be worthy of consideration.

Vast amounts of both public and private money are wasted every day, due to poor procurement practice. Seeking improvement is a worthy cause, and if there is a case to be made against 03 then it should be made in full. "The best deal" for the procurer is not however the only issue. Our focus here is against the use of revenue sharing numbers that do save money, but at the expense of service users. As 03 provides an opportunity to avoid this, it has my full support, until I have reason to withdraw it.

For now, I therefore congratulate and thank all those responsible for its introduction and continuing promotion.

NGMsGhost wrote on Sep 24^th, 2008 at 9:18pm:

However as even 03 numbers are still potentially something of a ripoff (they often add unnecessary cost over and above what Intelligent Call Routing can call stats need cost if they were on geographic numbers due to the existence of additional telecoms middlemen) I hardly think we can always applaud their use.  It is to be applauded perhaps if current 0844 and 0845 users switch to them rather than carrying on with using those numbers but not to be applauded if a current user of a perfectly good and complex geographic phone number systems suddenly switched to using 03 (not that this is generally happening).

If forcing the retail price of 03 inline with that of 01/02 also means that the termination charges are also generally inline, then this surely creates a level playing field between 01/02 versus 03. BT Wholesale has said that its outpayments for 03 will go by this principle.

This is what the Say No To 0870 campaign has been pushing for. To have a geographically priced non-geographical number range, the "wholesale" cost of calls must surely be the same as with 01/02 so as not to artifically affect the latter's retail price.

Choose what the technical benefits of 03 numbers are and whether they are really necessary, they are non-geographical and I think that many larger organisations opt for such a number solely on this basis.

Source: Metropolitan Police Authority

http://www.mpa.gov.uk/about/foi/briefings/2008/0814.htm


Quote:

Met contact number 14/08 18 September 2008 MPA briefing paper Author: Chief Supt Ian Harrison, MPS This briefing paper has been prepared to inform members and staff. It is not a committee report and no decisions are required. Summary    * The Citizen Focus Programme has co-ordinated a programme of work to introduce a single, and memorable, Metropolitan Contact Number for the MPS (the MCN)    * The MCN will be introduced alongside the existing 60 plus contact numbers that route through to CCC. The old numbers date back to the MPS divisions and the Borough Telephone Operator Centres and will be phased out over a period of some years    * The new number will be within the new 0300 range of numbers recently released by OFCOM and will improve access to services, reduce emergency call usage and bring the MPS into line with other UK police forces    * The new number is a fundamental element of the ‘the MPS Promise to Citizens’ document.    * The testing process for the number will commence on 22 September 2008 and the number will be available from 29 September 2008    * The number will be 0300 123 1212    * The cost of this feature will be less than £125,000 per year for the four remaining years of the current IT contract. Funding for this has been made available.

Members may be interested in seeing the memorandum published by ACPO (Association of Chief Police Officers for England, Wales and Northern Ireland) towards the end of last year by following the link to the PDF on this page:

http://www.mynhw.org.uk/viewtopic.php?f=5&t=87

Source: MINUTES of the meeting of the CITIZEN FOCUS COMMITTEE of the DERBYSHIRE POLICE AUTHORITY held at the Derbyshire Police Headquarters, Butterley Hall, Ripley on 22 July 2008.

http://www.derbyshire.police.uk/sei/s/760/citizen%20focus%202008-07-22%20minutes.pdf


Quote:

47.5 Various initiatives to improve external communications are to be introduced including; a countywide single 0345 telephone number which will be publicised during September, a single email address will be available by next year and leaflets will be distributed around various public places and supermarkets so that the community are aware of who their safer neighbourhood teams are.

http://www.mynhw.org.uk/viewtopic.php?f=5&t=87&p=382#p382

Wiltshire Police Authority
Consultation and Public Focus Committee
AGENDA ITEM NO: 10
13 October 2008

http://www.wiltshire-pa.gov.uk/meetingdocs/Agenda%20Item%2010%20Non-Emergency%20Number.pdf


Quote:

REVIEW OF WILTSHIRE POLICE’S 0845 NON-EMERGENCY NUMBER Purpose 1. There has become more and more concern at a national and local level with the cost to customers that use the Police’s 0845 number. When Wiltshire Police implemented the 0845 number back in 2006 it was thought to be based on a local charge rate for customers and was in-line with other Public sector organisations thinking and usage. However, due to the telecommunications market opening up and more and more land line and mobile phone providers emerging to compete against BT the traditional call charges changed and impacted on the cost of using 0845.

West Midlands Police Authority
Meeting of Finance & Resources Committee
8 May 2008

http://www.west-midlands-pa.gov.uk/documents/committees/public/2008/01a_FinanceandResources_25Sept08_Minutes_8May.pdf


Quote:

47.     NON-EMERGENCY TELEPHONE NUMBER The Chief Constable submitted a report (Interleaved No.4). Members considered the report and noted that: West Midlands Police had undertaken a major review of its telephone handling arrangements during 1999-2001 due to the low satisfaction from callers and feedback from partners. In addition to the infrastructure, technology and software changes that had been implemented there would be a single non-emergency call number which would deal with the issue immediately or pass it on to the relevant Operational Command Unit or department. OCU This was the launch of the 0845 113 5000 number Since then the government had also been considering a national single non-emergency number (SNEN) 101. However despite some pilots, Home Office funding for this scheme was removed. Since the implementation of 0845 113 5000 in 2002 around 1.7million people have used it on average per year with satisfaction and performance levels showing improvement. When implemented the 0845 number had a cost rate similar to a local call even though it could be made anywhere. Revised costing for calls, particularly 'bundles' where 0845 numbers are excluded, mean that some callers have had to pay to call the 0845 number when they feel that is should be free as part of their bundle. The cost to call an 0845 depends upon the service provider. West Midlands Police received a revenue of around £23,000 from NTL Telewest service provider during 2007-08 There are four possible options going forward for West Midlands. To move to the national 101 number. This would require joined up working with the seven local authorities with potential funding and technology issue. To move to use 0800 free phone number at an estimated annual cost of £412k to West Midlands Police. Also mobile phone users would still have to pay towards the cost of the call. To move to use the 0300/0345 numbers. These would still result in a cost to West Midlands Police but at a discounted rate of around £90-100k per annum. Mobile phone callers would again incur a cost but 0300/0345 numbers are included in 'bundle' packages. To return to an 0121 number. This would no additional costs to West Midlands Police and would be included in 'bundle' packages.  Use of the 0845 number could continue alongside this. There was some concern that some people in noon 0121 areas within the West Midlands may feel disenfranchised by dialling 0121 to speak to their 'local' police. An 0121 number would also make it easier to contact from abroad. Use of the 0845 number was a disincentive to irresponsible callers. RESOLVED: a)      That the Committee note the submitted report. b)      That a further report be received in six months time with fuller costings that could form part of the planning for the 2009-10 budget.

Source: Metropolitan Police Authority

http://www.mpa.gov.uk/committees/mpa/2008/081006/05.htm


Quote:

Commissioner's Report Report: 5 Date: 6 October 2008 By: the Commissioner […] 12. The MPS ‘Promise to Citizens’ will set out the level of service which can be expected by Londoners. The emerging content has been developed through research with London citizens and service users. The MPS Promise fulfils many of the requirements of the Government’s ‘Policing Pledge’ and goes further by explaining how we will deliver those services. The MPA are involved in the development of this work and proposals will be presented to Members in the future. As part of the Citizen Focus programme two phases of work are underway:    * Phase 1 – launch of the Met Non Emergency Contact Number (0300 123 1212) on 29 September. This is a single and memorable non emergency contact number.    * Phase 2 – establishment of a Customer Service Unit on 6 October. This unit will handle complaints of service failure, analyse user feedback and monitor organisational change in response to feedback. […]

Source: Worcester News

http://www.worcesternews.co.uk/news/3746548.Phoning_police_is_soon_to_become_cheaper/

Phoning police is soon to become cheaper
8:00am Sunday 12th October 2008
By Claire Fry

<<
PEOPLE who want to ring the police in Worcestershire for non-emergencies will soon find their phone bills are cheaper.

Police forces across the UK are to have phone numbers starting with 03, instead of 0845. The new numbers, unlike the ones starting with 0845, will cost no more to call than normal landline numbers which begin with 01 and 02 from all landline and mobile providers.

Chief Supt John Jones, head of contact management and service quality for West Mercia Constabulary, said: “In response to concerns raised by our public we have reviewed the force’s non-emergency number and are actively working with our telephone suppliers to introduce a new number before the end of the year. The new number will charge users at local call rates whether they call from a landline or a mobile phone.”

[…]
>>

Source: Denis Healy, Hull Lib Dems

http://www.denishealy.org.uk/newsitem.aspx?action=view&id=60

04/09/2008 - Healy given tour of Humberside Police Control Room

<<
Denis Healy recently visited Hessle Road Police Station, home to the Humberside Police Call Centre. He was given a tour of the centre, and met with Superindedent Carl Sheppard to discuss the Lib Dem campaign to change the Police telephone number from 0845

'I am very grateful to Carl Sheppard and Humberside Police for thier hospitality on the day,' said Denis.

'Crime is a very important issue to residents in Hull, and it was a great experience for me to see the police in action.'

'The new call centre is extremely efficient, and the speed at which both emergency and non-emergency calls are dealt with is up there with the best in the country.'

'Superindendent Sheppard explained to me the full issue surrounding changing the force's number from 0845 to 0345, and the issue will be subject to further debate within the force.'

'In the meantime, if you support my campaign to change the force's number to 0345, in a manner that will save resident's thousends of pounds each year in calls, please sign my petition in the petitions section of this website,' added Denis.
>>

Good news. London police now have an 0300 number for non-emergency calls.
http://news.bbc.co.uk/1/hi/england/london/7668701.stm

If London police and the BBC can use 03xx numbers there's hope yet.

Source: Metropolitan Police Service News Release

http://cms.met.police.uk/news/major_operational_announcements/mps_launches_the_new_met_contact_number_0300_123_1212


Quote:

The MPS is using a 0300 number in accordance with Ofcom’s recommendation for public sector bodies. When calling 0300 123 1212 local rates apply from BT landlines. Other networks and calls from mobiles may vary.

Why do the Met still not understand the cost of calls? Despite the 03 number rules applying across all providers, they still persist with the nonsense that "other networks and calls from mobiles may vary"?


The contact page continues in the same vein:

Quote:

Local call charges apply on BT lines. Mobiles and other networks may vary.

The campaign posters also state this.

Source: Western Daily Press

http://www.thisisbristol.co.uk/wdp/news/politics/great-phones-rip/article-409159-detail/article.html


Quote:

The great phones rip-off Saturday, October 18, 2008, 08:00 It is the secret rip-off… dozens of councils, police forces and Government departments are raking in the cash every time we pick up the phone and call them. And last night, police and council chiefs said they had no plans to end the practice of charging people more than they should just to make contact with them. […] Wiltshire police chiefs decided last week not to switch to an 03 number. Chief constable Brian Moore said the risk of negative publicity from using a more expensive number was outweighed by the risk of people not being able to remember another new phone number. It would cost between £2,000 and £4,500 a month for the police to switch to a cheaper line. […]

Source: This is Cheshire

http://www.thisischeshire.co.uk/news/3739933.No_cost_cuts_for_Cheshire/


Quote:

No cost cuts for Cheshire 1:40pm Monday 13th October 2008 CHESHIRE Police will not be one of the forces to cut costs for callers by changing its 0845 non-emergency telephone numbers. Staffordshire Police last week became the latest force in the UK to announce they will switch to 03 prefix numbers, with more set to change, but Cheshire Police will not be following suit. […] A spokesman for Cheshire Police said: “The decision for Cheshire is still up in the air. We are investigating the possibility of using the 03 prefix number. “Early indications show that we would be charged for every call we receive so we have to see whether it is appropriate and affordable.” […]

West Mercia Constabulary has announced it will be switching to 0300 333 3000 on Monday!

Dave wrote on Oct 25^th, 2008 at 3:33pm:

Source: This is Cheshire http://www.thisischeshire.co.uk/news/3739933.No_cost_cuts_for_Cheshire/ Quote: No cost cuts for Cheshire 1:40pm Monday 13th October 2008 - CHESHIRE Police will not be one of the forces to cut costs for callers by changing its 0845 non-emergency telephone numbers. Staffordshire Police last week became the latest force in the UK to announce they will switch to 03 prefix numbers, with more set to change, but Cheshire Police will not be following suit. […] A spokesman for Cheshire Police said: “The decision for Cheshire is still up in the air. We are investigating the possibility of using the 03 prefix number. “Early indications show that we would be charged for every call we receive so we have to see whether it is appropriate and affordable.”[…]

Of course, they could use their existing network. After calls to Ellesmere Port and Chester numbers still go, on their own network, to Northwich. Gosh, I wonder how that works?

Source: Telegraph

http://www.telegraph.co.uk/news/uknews/3272206/Rape-victims-have-to-pay-when-calling-for-help.html

Rape victims have to pay when calling for help

Rape victims are having to pay to call premium rate lines to get help.

<<
Home Secretary Jacqui Smith has said new Government-funded Sexual Assault Referral Centres across the country will improve the support given to victims.

But a centre in Gloucester is making victims phone an 0845 number to get advice on what to do after an attack.

Mobile users and callers from BT payphones will have to pay up to 20 pence per minute extra over the cost of a call to a normal number.

Liberal Democrat Shadow Home Secretary Chris Huhne said: "Victims of crime need to be helped, not ripped off. If even one were to be put off by the cost of a call it would be a travesty.

"Assurances must be given that calls, if not free of charge, are at least billed at the local rate."

Phone campaigner David Hickson said: "There are many people who think they are getting through to a low-cost number. They are not. 0845 numbers used to be known as local rate. This ended in 2004.

"They are now 'revenue sharing' numbers where some of these excess charges go to the provider of the number."

Ms Smith said she would crack down on the centres charging callers.

A Home Office spokesman said: "We will raise this issue."

A source at the Gloucestershire Royal Hospital, where the centre is based, said they believed calls were routed through the main switchboard.
>>

Dave wrote on Oct 28^th, 2008 at 8:44pm:

A source at the Gloucestershire Royal Hospital, where the centre is based, said they believed calls were routed through the main switchboard.

Numpty.  What the heck difference does it make where the calls are routed?

Dave wrote on Oct 28^th, 2008 at 8:44pm:

Source: Telegraph Rape victims have to pay when calling for help

See also Help offered to sex assault victims - Press Association.

"A person who has experienced sexual assault or rape can visit Hope House SARC or can make contact by telephone."


The new Sexual Assault Referral Centre is organised by:

Gloucestershire Primary Care Trust - 08454 221500 and Gloucestershire Constabulary - 0845 090 1234

It is hosted by Gloucestershire Hospitals NHS Foundation Trust - 0845 222 222, at the Hope House Sexual Health Clinic - 08454 226 201


Doubt has been raised about which number should be called.

So far as I can see, you pays your money and you takes your choice.

Update - Hope House Gloucester SARC

Since the information contained in the previous posting was assembled, two new items have appeared on the internet.

http://www.mirror.co.uk/news/top-stories/2008/10/28/rape-victims-forced-to-pay-for-help-call-115875-20846491/.

http://www.gloucestershire.police.uk/Other/Hope%20House%20SARC/item7954.html.

Whilst the latter item may contain good news for those who are able to arrange for a sexual assault to take place during office hours, I do not believe that it was available to the journalists at the time when they prepared their pieces. They also apparently contacted those who may have known about the alternative number that may be used to avoid calling the hospital switchboard, the Police, the PCT or the out of hours number.

Dave wrote on Oct 14^th, 2008 at 1:36pm:

Quote: When calling 0300 123 1212 local rates apply from BT landlines. Other networks and calls from mobiles may vary. Why do the Met still not understand the cost of calls? Despite the 03 number rules applying across all providers, they still persist with the nonsense that "other networks and calls from mobiles may vary"?

Due to efforts from various quarters the Met has seen the light, if rather slowly.

The message on the contact page on the website now reads:


Quote:

Calls from any network will cost no more than those to 01 or 02 numbers, and also count as part of any bundled minutes.

This is the description that will be used henceforward, although a lot of material bearing the old (mistaken) description will be around for some time.

Do 03 numbers work from outside UK ?

oldharryrocks wrote on Oct 30^th, 2008 at 4:07am:

Do 03 numbers work from outside UK ?

I was going to ask that. Why do they need a separate London number for overseas?

I'm pleased to see they are maintaining the tradition of using the number 1212 anyway!

On the contact page they suggest using WHItehall 1212 for calls from outside the UK. Sorry, I'm showing my age, it's now 020 7230 1212.

allegro wrote on Oct 30^th, 2008 at 10:46am:

On the contact page they suggest using WHItehall 1212 for calls from outside the UK. Sorry, I'm showing my age, it's now 020 7230 1212.

What would that be now? 020 7944 1212? I know all about Whitehall 1212 as my father told me how when he was a schoolboy, it used to be a dare to call it!

jrawle wrote on Oct 30^th, 2008 at 3:36pm:

.. I know all about Whitehall 1212 as my father told me how when he was a schoolboy, it used to be a dare to call it!

This would, of course, have been WHItehall 1212. Halcyon days.

Tanllan wrote on Oct 30^th, 2008 at 5:58pm:

Halcyon days.

I am pleased to find that I am not the only contributor old enough to have immediately noted the significance of the 1212. I recall Whitehall 1212 being mentioned perhaps daily on the Home Service breakfast-time programme ("Today"?) in the context of some sort of public service announcement. Was it missing persons?

Speculation about 7944 and 7230 is interesting for someone who wants to look all this up. As well as all-figure numbering having been introduced, there was also the move from Scotland Yard off Whitehall to New Scotland Yard in Victoria.


Regarding international access to 03xx numbers. Perhaps someone from overseas would like to ring Ofcom on +44 300 123 3000 to ask if this is one reason why it is retaining its 020 7981 numbers.

Story about West Mercia Constabulary's new 0300 number:

http://www.bromsgrovestandard.co.uk/news60428.html

SilentCallsVictim wrote on Oct 30^th, 2008 at 6:42pm:

I am pleased to find that I am not the only contributor old enough to have immediately noted the significance of the 1212. I recall Whitehall 1212 being mentioned perhaps daily on the Home Service breakfast-time programme ("Today"?) in the context of some sort of public service announcement. Was it missing persons?

I thought that at 45 I was starting to get old but I must report that despite clearly remembering all the jingles associated with the 1971 government decimilisation campaign and having been to a private school where I learned of furlongs and pounds and ounces long before I ever heard of a kilogram that any memory of BBC Radio 4 as the Home Service is still confined to the history and thought processes of my parents rather than myself.  And this despite clear memories of Casey Jones, Champion the Wonder Horse and On White Horses on the BBC in most school holidays in all my early years.

Using a follow up on Dave's recent circular, we were able to get an item on Radio Scotland's evening drivetime programme urging ACPOS to abandon 0845 in favour of 0300 numbers. I've written to ACPOS and the Scottish Parliament's justice committee

You can hear the interview here at around minute 30:
http://www.bbc.co.uk/iplayer/console/b00f5b2c

Awaiting an answer to the letter from the authorities

farci wrote on Nov 3^rd, 2008 at 8:40am:

Using a follow up on Dave's recent circular, we were able to get an item on Radio Scotland's evening drivetime programme urging ACPOS to abandon 0845 in favour of 0300 numbers. I've written to ACPOS and the Scottish Parliament's justice committee You can hear the interview here at around minute 30: http://www.bbc.co.uk/iplayer/console/b00f5b2c Awaiting an answer to the letter from the authorities

Starts at 20 minutes & 20 seconds, ends at 23 minutes & 20 seconds  ;)

farci wrote on Nov 3^rd, 2008 at 8:40am:

Using a follow up on Dave's recent circular, we were able to get an item on Radio Scotland's evening drivetime programme urging ACPOS to abandon 0845 in favour of 0300 numbers.

What circular was that?

I have just been away in the USA for three weeks and made the grave error of not taking my own wireless enabled laptop computer as a result of which I was almost totally denied internet access for three weeks as the land that invented the internet has almost no internet cafes and expects everyone to carry their own wifi or mobile phone enabled laptop.

I have been catching up on all the emails that arrived during the interim but not seen any from Dave?

NGMsGhost wrote on Nov 3^rd, 2008 at 2:52pm:

farci wrote on Nov 3rd, 2008 at 8:40am: Using a follow up on Dave's recent circular, we were able to get an item on Radio Scotland's evening drivetime programme urging ACPOS to abandon 0845 in favour of 0300 numbers. What circular was that?

Relevant Ministers and media were briefed on the list of police forces now using 03xx numbers. I am pleased to say that the tide is now turning as eight police forces are either using 03xx numbers now or will be doing so within the next few months.

Source: West Mercia Constabulary

http://www.westmercia.police.uk/press/newnumber.htm

West Mercia Constabulary launches new number for non-emergency calls

<<
West Mercia Constabulary is launching a new non-emergency telephone number: 0300 333 3000.

The new number, introduced in line with Ofcom recommendations, has been chosen as it is easy to remember and dial, and will reduce the cost of calling the police force in a non-emergency situation. The new number replaces 08457 444888, however this number will still be available

[…]

Chief Superintendent John Jones, Head of Contact Management and Service Quality, comments: “Residents should still dial 999 in an emergency but for all other enquiries should now use 0300 333 3000. The move to a 03 prefixed number follows public feedback about the cost of using a 08 prefixed number and is in line with recommendations from the Office of Communications (Ofcom) which established 03 numbers to help eliminate public confusion over call costs.”

Calls to 03 numbers cost the same or less than calls to 01 and 02 prefixed numbers and are included as part of any inclusive minutes or discount packages, in the same way as geographic calls. These rules apply to calls from any type of line including mobile, BT, other fixed line or payphone. However, the ultimate cost of the call will depend on the telephone contract the person is on as these vary from supplier to supplier.

[…]
>>

Dave wrote on Nov 3^rd, 2008 at 3:20pm:

Calls to 03 numbers cost the same or less than calls to 01 and 02 prefixed numbers and are included as part of any inclusive minutes or discount packages, in the same way as geographic calls. These rules apply to calls from any type of line including mobile, BT, other fixed line or payphone. However, the ultimate cost of the call will depend on the telephone contract the person is on as these vary from supplier to supplier.

Despite this being a better announcement effort than most Police forces moving to 03 number use why can they still not get this very simple point right? >:(

When exactly will it ever be cheaper to call an 03 number than one starting 01 or 02? :-? ::)

NGMsGhost wrote on Nov 3^rd, 2008 at 3:36pm:

When exactly will it ever be cheaper to call an 03 number than one starting 01 or 02? :-? ::)

If you're on BT and you make calls to the police regularly, the 03 number will presumably be added to "Friends and Family Auto Update" in which case it would be cheaper! A bit contrived, but you did set the challenge!  ;)

jrawle wrote on Nov 3^rd, 2008 at 7:56pm:

If you're on BT and you make calls to the police regularly, the 03 number will presumably be added to "Friends and Family Auto Update" in which case it would be cheaper! A bit contrived, but you did set the challenge!  ;)

But surely 01 and 02 numbers are also subject to Friends and Family Auto Update? :-?

Of course the fork tongued like nature of BT means that for cynical reasons of their own they have now chosen to make 0845 numbers cheaper to call in the daytime than 01, 02 or 03 numbers.  That is for those on whatever BT Option 1 is now called.

Of course for those now on whatever BT have now renamed Option 3 to then 01, 02 and 03 numbers are cheapest at all times.

NGMsGhost wrote on Nov 3^rd, 2008 at 3:36pm:

When exactly will it ever be cheaper to call an 03 number than one starting 01 or 02?

This is a good question for us to ponder.

The Ofcom regulations for 03 were framed very simply in a form that we understand and celebrate. They do not specifically take account of issues like F&F discounts, nor the handfull of 01 numbers that are charged differently.

If 03 (or perhaps 030) becomes recognised as THE range for public service numbers at some point in the future there is a possibility that charges for calls to these will be held down as charges for calls to geographic numbers rise for those who do not sign up for inclusive packages. There is perhaps some element of this sort of consideration (amongst others) in the fact that BT has held down 0845 charges.

If charges for 03 were to fall below those for 01 and 02 (for some callers), would we be condemning those who used "ripoff" geographic numbers, as 03 could never be more expensive?

We are invited to look to the future, where I see inclusive packages increasingly taking over from call charges. Also noting current trends we see continuing growth of mobile useage. This is reflected in BT's recent price cut for subscribers to its "inclusive" discount package, challenges to the high termination rates and yet more radical proposals from the EU. We could see a time when the cost of calling a mobile was the same as (or less than) that of calling a geographic "landline" number.

I have always believed that the present regulations for 03 only work in the market as it is today. Who knows what changes may be needed in 12, 24 or 60 months time?

It is therefore perhaps more important that we encourage as many as possible to migrate to 03 swiftly, so that it will be worth preserving when its position comes under threat. It is also vital to do this so as to demonstrate the odd nature of revenue sharing numbers that are not classified as used for "premium rate services". Apart from the dial-up ISPs, who have always been a special case, the grubby band who profit from revenue sharing without being in any way accountable need to be exposed.

I recognise that not all will share my views. There are some who believe that the mobile telecomms bubble will burst with disasterous results. It may have lasted longer than other bubbles, but that is no guarantee that it will last for ever.

SilentCallsVictim wrote on Nov 4^th, 2008 at 12:03am:

If charges for 03 were to fall below those for 01 and 02 (for some callers), would we be condemning those who used "ripoff" geographic numbers, as 03 could never be more expensive?

Not really, as that would be like saying now that companies are using "rip-off geographical numbers" when they could be using freephone. Even if 01 becomes more expensive than 03 on some tariffs, the company won't be earning a revenue share.

Source: Kidderminster Shuttle

http://www.kidderminstershuttle.co.uk/news/3814750.Police_launch_new_non_emergency_number/

Police launch new non-emergency number

6:10pm Monday 3rd November 2008

<<
WEST Mercia Constabulary is launching a new non-emergency telephone number - 0300 333 3000.

The new number, introduced in line with Ofcom recommendations, has been chosen as it is easy to remember and dial and will reduce the cost of calling the police force in a non-emergency situation.

[…]

Chief Supt John Jones, head of contact management and service quality, said: “Residents should still dial 999 in an emergency but for all other enquiries should now use 0300 333 3000.

“The move to a 03 prefixed number follows public feedback about the cost of using a 08 prefixed number and is in line with recommendations from the Office of Communications (Ofcom) which established 03 numbers to help eliminate public confusion over call costs.”

[…]
>>

Source: Larne Times

http://www.larnetimes.co.uk/news/Glenarm-police-station-number-has.4660074.jp

Glenarm police station number has been discontinued
Published Date:  06 November 2008

<<
POLICE are advising the public that the local phone number for Glenarm police station was discontinued at the weekend.
A message advising callers to contact the police on the non-emergency number 0845 600 8000 will be in place for three months.

The single non-emergency phone number 0845 600 8000 was introduced in 2005 to make it easier for members of the public to contact their local police no matter where they are in Northern Ireland. Members of the public can dial this number and be directed to the most appropriate station or person.

The non-emergency number is considered beneficial to the public as it is just one number for everywhere in Northern Ireland, offers low cost calls charged at local rates, is easy to remember and can be saved on a mobile for use anywhere in Northern Ireland.

Police stress, however, that it is important to realise the 0845 600 8000 number is a non-emergency facility. If the call relates to an emergency, people should always dial 999.
>>

More lies on call charges.............


Source: Hemel Today

http://www.hemeltoday.co.uk/news/1000-calls-a-day-to.4650836.jp

1,000 calls a day to police helpline
Published Date: 31 October 2008

<<
More than 1,000 calls a day are made to a police non-emergency line, Herts Constabulary said.
The force launched its non-emergency number in October 2004 to replace 20 separate police telephone numbers for non-999 matters.

And according to the Constabulary, four years on the line, 0845 3300222, is receiving an average of 32,000 calls a month.

Jason Baxter, deputy contact centre manager at Herts Police, said: "Remember you can use 0845 3300222 for all general inquiries, and advice and information, as well as to report a crime."

He added: "In an emergency, such as to report a crime that is in progress, or an ongoing incident where there is a risk of serious injury or damage, always use 999."

Calls to the Herts Police non-emergency number 0845 3300222 are charged at local rates, but the cost of calls from mobile phones may vary.
For more information see www.herts.police.uk
>>

A story on West Mercia's change in the Redditch Standard:

http://www.redditchstandard.co.uk/news60820.html

0345 6060606 is now in service and answered by West Yorkshire Police!

They were one of the first forces to switch to 0845 in the late 90s. We await confirmation of when the official launch will be.

Finally! I've been wondering how long it would take them to switch...

Source: Derbyshire Constabulary

http://www.derbyshire.police.uk/news/1273.html

Derbyshire Constabulary changes its non-emergency number following an Ofcom recommendation

Derbyshire police have launched a new telephone number following a recommendation from the Office of Communications.

The force has changed just one digit of its existing number to make the new number easier for people to remember.

The number, 0345 123 3333, will be the new non-emergency number from Monday, December 1. People can ring it to speak about any policing matter which is not a 999 emergency.

It has been introduced following guidance given to all public sector organisations by the Office of Communications (Ofcom) to help eliminate public confusion over call costs.

It replaces the former number of 0845 123 3333.

Under the new system callers will pay no more than they do for calling geographical numbers which begin 01 and 02. This is not true of 0845 prefixed numbers where costs can vary. The 0345 number can also be included as part of call packages.

Deputy Chief Constable Alan Goodwin said: "The old number could not be used as part of a free-call package and it was expensive to ring from mobile telephones.

"The old number will gradually be phased out, but it will be operational for around two years while people get used to calling our new number."

On average, call operators at Derbyshire Constabulary answer 842,000 non-emergency calls each year. The average time taken to pick up the call is less than 14 seconds. More than 152,000 999 calls are answered within three seconds, making Derbyshire Constabulary the sixth best performing in the country.

Good news, let us hope Sussex police take note and follow this example. :)

Source: Nottinghamshire Police Authority

http://www.nottinghamshire.police.uk/npa/files/meetings/51/B1%20-%20Minutes%20of%20CEC%201.12.08.doc

MINUTES OF A MEETING OF THE
COMMUNITY ENGAGEMENT COMMITTEE
HELD ON WEDNESDAY 1 OCTOBER 2008 AT 10.00 AM


ii)      Single Non-Emergency Number (SNEN)            

Chief Inspector Burton informed members of the advantages of a SNEN which included: ease of use, (as against the current 12 numbers advertised across Nottinghamshire); elimination of dormant STD lines (thus saving money); more equality of cost to the user (currently, some callers were charged at national rates); and less abuse of the emergency number (some calls were made when a non-emergency number was not known).  

The change to a SNEN would help with accessibility, would increase ease of contact and provide a unique, memorable number, which should increase public satisfaction in line with the Policing for You agenda.

Although an 0845 number could be used, as was the case in several parts of the country, this would mean charging the caller at expensive, national rates.  The preferred option was an 0300 number.  This would be issued by OFCOM and was non-profitable, not for business use and equal in cost across the UK.  Part of the cost, estimated at £25k - £30k, would be met by the force and this anticipated up to a 5% increase in demand. It was expected to increase public confidence.

Members supported the view that appropriate publicity, emphasising the benefits, would be needed before the number was launched.  This could include use of the precept leaflet which was already distributed to every household in Nottinghamshire so would incur no extra costs. Adequate infrastructure including customer service desk and switchboard capabilities should also be in place.

Dave wrote on Dec 12^th, 2008 at 6:32pm:

Although an 0845 number could be used, as was the case in several parts of the country, this would mean charging the caller at expensive, national rates.  The preferred option was an 0300 number.

I like it, although they still don't get things right by claiming there is still something called "national rate". But it's better than "local rate", which implies a low-cost call.

This is one of those statements we should save to quote to other police forces or organisations that use 0845.

Dave wrote on Oct 10^th, 2008 at 4:42pm:

West Midlands Police Authority Meeting of Finance & Resources Committee 8 May 2008 http://www.west-midlands-pa.gov.uk/documents/committees/public/2008/01a_FinanceandResources_25Sept08_Minutes_8May.pdf Quote: 47.     NON-EMERGENCY TELEPHONE NUMBER The Chief Constable submitted a report (Interleaved No.4). Members considered the report and noted that: West Midlands Police had undertaken a major review of its telephone handling arrangements during 1999-2001 due to the low satisfaction from callers and feedback from partners. In addition to the infrastructure, technology and software changes that had been implemented there would be a single non-emergency call number which would deal with the issue immediately or pass it on to the relevant Operational Command Unit or department. OCU This was the launch of the 0845 113 5000 number Since then the government had also been considering a national single non-emergency number (SNEN) 101. However despite some pilots, Home Office funding for this scheme was removed. Since the implementation of 0845 113 5000 in 2002 around 1.7million people have used it on average per year with satisfaction and performance levels showing improvement. When implemented the 0845 number had a cost rate similar to a local call even though it could be made anywhere. Revised costing for calls, particularly 'bundles' where 0845 numbers are excluded, mean that some callers have had to pay to call the 0845 number when they feel that is should be free as part of their bundle. The cost to call an 0845 depends upon the service provider. West Midlands Police received a revenue of around £23,000 from NTL Telewest service provider during 2007-08 There are four possible options going forward for West Midlands. To move to the national 101 number. This would require joined up working with the seven local authorities with potential funding and technology issue. To move to use 0800 free phone number at an estimated annual cost of £412k to West Midlands Police. Also mobile phone users would still have to pay towards the cost of the call. To move to use the 0300/0345 numbers. These would still result in a cost to West Midlands Police but at a discounted rate of around £90-100k per annum. Mobile phone callers would again incur a cost but 0300/0345 numbers are included in 'bundle' packages. To return to an 0121 number. This would no additional costs to West Midlands Police and would be included in 'bundle' packages.  Use of the 0845 number could continue alongside this. There was some concern that some people in noon 0121 areas within the West Midlands may feel disenfranchised by dialling 0121 to speak to their 'local' police. An 0121 number would also make it easier to contact from abroad. Use of the 0845 number was a disincentive to irresponsible callers. RESOLVED: a)      That the Committee note the submitted report. b)      That a further report be received in six months time with fuller costings that could form part of the planning for the 2009-10 budget.

Further to the minutes of the meeting of the Finance & Resources Committee of West Midlands Police Authority, I have discovered the report submitted to that meeting by the Chief Constable:

http://www.west-midlands-pa.gov.uk/documents/committees/public/2008/09_FinanceandResources_8May2008_Telephone_Number.pdf

Finance and Resources Committee
8 May 2008

NON-EMERGENCY TELEPHONE NUMBER
Report of the Chief Constable

4. IMPLICATIONS FOR CHANGING THE 0845.

4.3 Moving to the use of the 0800 number (free call) has an estimated cost of £412k p.a. to West Midlands Police. This is based on a landline charge of 4.73 ppm to West Midlands Police. Users of Mobile phones would still have to pay an additional cost of 12 ppm in addition to the charge to West Midlands Police.

4.4 The use of the 0300 / 0345 number is being made available to all 0845 users and would mean that a call made under this local number would be charged to West Midlands Police albeit at a discounted rate. 0300 / 0345 numbers would be included in "bundle packages and therefore would be free to those users. There would be an estimated charge to West Midlands Police for this service of £90-100« pa. Again, phone calls from mobile phones would incur the caller with an additional cost from the service provider.

4.5 Re-instating a 0121 number would mean no additional costs to WMP other than marketing and awareness (a recent campaign to re-launch the 0845 cost £10,000). There would be no costs to people in the West Midlands area that have a bundle of free local calls. Use of the current 0845 number could still be used as the prime contact number as it has better inbuilt network resilience and stats etc and can prevent local regional issues. In the past it was thought that people in Coventry, Wolverhampton etc may feel disenfranchised if they had to dial a Birmingham number (0121) to talk to their "local" police. This would also overcome connection issues when ringing from abroad, as not all countries recognise 0845 or even the 101 or 0300/45 codes. However to phone 0121 from a distance would Incur additional costs for the caller in the UK, unlike 0845.

Quote:

However to phone 0121 from a distance would Incur additional costs for the caller in the UK, unlike 0845.

Same old lies!

I note from Dave's posting yesterday ref (http://www.west-midlands-pa.gov.uk/documents/committees/public/2008/09_FinanceandResources_8May2008_Telephone_Number.pdf) page 2 of the Chief Constable's report, item 3.4, third paragraph. Quote "But 0845 was a  universal number i.e. not related to geography and would always be charged at a local rate. no matter where (in the world) the call was made. Interesting but probably wrong!!!!

Yup, originally local rate (when we had differential charging), but with no guarantee of international carriage.
This latter point important when most carriers only delivered +44 1X, +44 2X and +44 7X. They barred anything else at their end to control costs and to reduce risks of fraud.

Last April Tayside Police adopted a 0845 number. Consideration is now being given to changing to a 0300 prefixed number!

---

http://www.tayside.police.uk/jbpub/260109TJPBPapers.pdf

TAYSIDE JOINT POLICE BOARD
MONDAY 26 JANUARY 2009 AT 9.30AM
TOWN & COUNTY HALL, FORFAR


Agenda Item No 8
TAYSIDE JOINT POLICE BOARD
26 January 2009
Report by Chief Constable Report No. PB04/2009

SUBJECT : Implementation of an 0300 non-emergency number for Tayside Police

Abstract : Following recent developments in the telecommunications market, this report recommends the adoption of an 0300 telephone number as the primary non-emergency number for Tayside Police.

1. RECOMMENDATION

1.1 It is recommended that the Board:
(a) note the terms of this report
(b) note the change in circumstances which underpin the proposal to migrate to an 0300 non-emergency number
(c) approve the proposals to implement an 0300 non-emergency number for Tayside Police


2. BACKGROUND

2.1 In April, 2008, as part of the drive to introduce improvements to how calls from the public were handled within the Force, Tayside Police introduced an interactive voice response system to route public telephone calls in a more appropriate mechanism from that previously used. In order to support this change, the Force introduced an 0845 telephone number, namely 0845 600 5705, to provide a single non-emergency number across the whole Force.

2.2 This number was chosen as a part of a number range made available through a contract between Grampian Police, on behalf of ACPOS, and B.T. 0845 telephone numbers are non-geographic which means all calls should be dealt with in the same manner and at the same cost irrespective of where the call originates. The rationale behind the move to an 0845 telephone number was to provide an improved service at no additional cost to the public. It should be noted that at the time of that contractual negotiation there was no 0300 or other like number range available for consideration.

2.3 When first negotiated with B.T. the 0845 number was known as “LoCall”, as under the original B.T. home phone contracts, it attracted a local call rate. However, with the ever growing range of telecommunications companies and their various charging policies, these 0845 calls, in some instances were excluded from call packages and started to attract additional costs to the end user. The cost to mobile phone users can also be significantly higher to any “08” numbers, including 0845 and 0800 numbers even though 0800 numbers are often referred to as freefone.

2.4 Tayside Police publicised the 0845 number with a leaflet drop to every local household in June/July, 2008 and during this period the call volume of the 0845 number peaked at 7500, approximately 25% of the non-emergency calls into the Force. However, since that date the number of calls has fallen each month to approximately 6500 calls in November.


3. CURRENT POSITION

3.1 OFCOM (the independent regulator and competition authority for the UK communications industry) is aware of concerns regarding additional costs to end users associated with “08” numbers and has introduced a range of numbers with an 0300 and 0303 prefix. These numbers are only available to public bodies and “not for profit” organisations. The new “03” range has the same attributes as the “08” numbers including multiple geographic routings, however the cost to call the “03” numbers is set at a standard local or national rate so there is nothing ambiguous about what the public will be charged for calling these numbers.

3.2 Despite extensive unforeseen additional publicity it is clear that the Tayside Police single non-emergency number has not received the uptake the Force would have wished. There could be a number of reasons for this but it is considered the following are relevant:
o The number is not sufficiently memorable. This was obviously outwith the Force’s control as it fell within the national procurement of the 0845 number range.
o The fact that “08” numbers cost more.
o The fact that the number is not yet published within the telephone directory.

3.3 The UK Government has previously attempted to introduce a single non-emergency number (101) solution for a range of services which cut across local authorities and the Police. It had been hoped that in time this service would be expanded to cover all non-emergency contact with Public Services. ACPOS and the Scottish Government have been monitoring the development of the 101 pilots in England and Wales with a view to exploring the feasibility of introducing the same, or a similar service in Scotland. However, pilots of the 101 service have proved expensive and doubts have been raised over the value of this approach. In a recent response to the Scottish Parliament’s Audit Committee the Cabinet Secretary for Justice stated that the Scottish Government is not convinced that the considerable expense in terms of funding and organisational change needed to install a national single non-emergency number would be justified by the possible benefits. The Cabinet Secretary favours the development of local solutions to meet public demand. Without the support of Government and additional funding any roll out of a 101 type service in Scotland appears extremely unlikely.

continued...

...continued

3.4 In December 2008 the NHS publicly urged all GP practices to move towards the inception of the 0300 style numbers to overcome perceived concerns regarding the cost of mobile phone use on “08” prefixed numbers.

3.5 The Force has moved quickly to take advantage of new “memorable” numbers now available and has reserved the number 0300 111 2222, without cost, until the end of January 2009. It is considered this number is much more memorable than the existing 0845 number and being in the 0300 range overcomes the negative issues regarding the use of 08 prefixed numbers.


4. PROPOSAL

4.1 It is recommended that the Force moves away from the use of the 0845 number and migrates to the new 0300 number in a planned and structured manner.

4.2 It is recognised that changing from the 0845 number so soon will require careful management and effective marketing to ensure the public are aware of the best number to use to contact Tayside Police in a non-emergency situation. To that end the current 0845 number will be retained so that anyone using that number to contact the Force will still be connected, however only the 0300 will be marketed as the Force’s single non-emergency number.

4.3 If the proposal to move to the 0300 number is approved by the Board, this number will be displayed in a prominent position within the 2009 edition of the BT telephone directory. This will coincide with an effective local marketing campaign.

4.4 It is also proposed that the I.V.R.S. (Interactive Voice Response System) currently provided through British Telecom is mirrored within the new platform supplied with the new number to create a seamless process for the public, irrespective of which number is dialled, e.g. 0845 or 0300.

4.5 While there may be concerns over a change in the Force’s non-emergency number after such a short period of time, these must be considered against the following operational and service delivery benefits:
o Changes within the charging policies of telecommunications companies mean that use of 0845 numbers can cost the public more than previous charges from a domestic landline and considerably more from mobile telephones.
o There is growing public concern over the use of 0845 numbers as the principal means of contacting public bodies.
o OFCOM has introduced a range of “03” numbers specifically available to public bodies which restricts the cost to the user to that of a standard local or national call rate.
o It is extremely difficult and expensive to secure memorable 0845 numbers whereas the emerging availability of “03” numbers means that memorable numbers can be secured more easily and at considerably less cost.
o There is evidence that use of the Force’s 0845 number is dropping which has the potential to increase pressure on the 999 emergency telephone service.
o The outcome of the 101 pilots in England and Wales and the emerging position of the Scottish Government means it is unlikely that a 101 type service will be introduced in Scotland.

4.6 Based on the foregoing it is considered that migration to an 0300 number will enhance the call handling service at a reduced cost to the public over the current 0845 number.


5. FINANCIAL IMPLICATIONS

5.1 The cost of securing the memorable number 0300 111 2222 as the primary nonemergency number, plus a further three numbers in a similar range which can be used for campaigns, appeals or major incidents, will be in the region of £3,000. In addition there would be annual costs of approximately £1,100 to provide the necessary services such as IVRS configuration.

5.2 With “03” numbers the caller pays a reduced rate for a non-geographic call compared to an “08” number. The cost of transmitting an “03” call across the networks is therefore no longer fully covered and subsequently the cost is made up by the organisation renting the number. This cost is however not significant. Based on current usage of 75,000 minutes per month, this would attract a charge of around 0.5p per minute which equates to £4,500 per annum.

5.3 These additional costs can be contained within the Force’s overall revenue budget.


6. STAFFING IMPLICATIONS

6.1 There are minimal staffing implications for the Force albeit some I.C.T. time would be required to assist the telecommunications provider in configuring the new I.V.R.S. to mirror that currently in place.


7. CONSULTATION

7.1 The Clerk and Treasurer have been consulted regarding the terms of this report.


8. CONCLUSION

8.1 The proposal to migrate to an 0300 non-emergency number for Tayside Police will deliver operational and service delivery benefits to the Force. Importantly it will also reduce the cost to the public of contacting Tayside Police in a non-emergency situation.

Dave wrote on Feb 2^nd, 2009 at 9:48pm:

Last April Tayside Police adopted a 0845 number. Consideration is now being given to changing to a 0300 prefixed number!

The author of the report was obviously well-briefed; there are many points that should be circulated to others in a similar position, including other public bodies across the UK.

A few comments to add:

This report was perhaps prepared before the BT announcement of calls to 0845 numbers being included in packages. It may be necessary to point out that this should not have any significant bearing on consideration of the issues. The key point is that for the majority of BT customers, calls to 0845 numbers are currently cheaper than 0300. This was true when the report was prepared with a recommendation to move to 0300. It remains true now, although is now less likely to remain true for long.

The point about the failure of the 101 project should be noted by other Police services and other public services that may have similar ideas - i.e. the NHS. If this idea cannot be made to work for the much simpler national structure of Police services, then it has little hope of success for the much more complex structure of the NHS.

As memorable 03xx numbers are being grabbed on a free-for-all first come first served basis, the Varney objective to have some structure to use of the 03xx range is increasingly being seen to have failed. The Contact Council of the (UK) Cabinet Office should have got hold of this issue many months ago, rather than simply whingeing about Ofcom not having given it total control. It must now move swiftly to prevent the possibility of disproportionately memorable numbers being held by providers of local services that receive relatively few calls as against the greater needs of larger national providers.

The minutes of the Tayside Joint Police Board meeting on 26th January, which considered this recommendation, have not been published. It will be interesting to know whether or not the recommendation was accepted at this public meeting.

Members of this forum may be able to assist Tayside Police with its efforts to overcome the difficulties involved in promoting a change of number after so short a time. Phrases such as "U-turn", and criticism of the fact that a wrong decision was made previously serve to discourage bringing the matter to public attention. Such comment may be fair and justified, however it may not assist achievement of the outcome that we seek. An offer of public support on behalf of SayNoTo0870 may be helpful - does anyone disagree?

SilentCallsVictim wrote on Feb 3^rd, 2009 at 12:37am:

Members of this forum may be able to assist Tayside Police with its efforts to overcome the difficulties involved in promoting a change of number after so short a time. ...

If Tayside change after such a short space of time, then it will not be alone as Northumbria did the same.

Source: "Humberside" Police

http://www.humberside.police.uk/


Quote:

An 0845 number is a non-geographic number and are appropriate tariffs for government use but it should be noted that these can be charged at up to 5p per minute (from BT lines, other operators may be higher.)   Humberside Police do not make a profit out of any call for service or information

It is "appropriate" that government uses numbers which provides revenue share and thus does not allow for calls to be priced the same as any "local" call.

In short, they are public sector services and in their own arrogance, think that they can use revenue sharing numbers to derive as much "benefit" as possible from citizens.

Heritage & Culture

http://heritage.scotsman.com/latest-scottish-news/39Nonemergency-police-number39-bid.4925877.jp

'Non-emergency police number' bid
Published Date:  29 January 2009

Scotland's police forces should have a single non-emergency telephone number, MSPs have said.

It would replace a series of different numbers used by different forces - and should not be an 0845 or premium-rate number.

A Holyrood committee said improving access to the police in non-emergency situations needed a consistent national approach - "and a greater degree of leadership from the Scottish Government."

The call came from the Public Audit Committee in a report on police call management and other issues.

The report also took a swipe at top police body the Association of Chief Police Officers Scotland - saying the MSPs shared concerns expressed by other bodies at the "transparency and accountability" of ACPOS.

This could only be held to account through local police authorities scrutinising the activities of their own chief constables, the report said

And the Scottish Government should look at developing "stronger and more transparent national mechanisms" for scrutinising and holding ACPOS to account.

The MSPs investigation of police phone numbers was triggered by an Audit Scotland report on call management.

The MSPs said they were "concerned" that the use of 0845 numbers by individual forces could increase the cost of calls from the public as some phone operators excluded these from call allowances.

Committee convener Hugh Henry said: "The committee believes that the development of non-emergency numbers requires a consistent national approach and a greater degree of leadership from the Scottish Government. We are asking the Scottish Government to examine detailed proposals for a single non-emergency number."

---

Further comment from the Scottish Parliament website here:

http://www.scottish.parliament.uk/nmCentre/news/news-comm-09/cau09-s3-002.htm

Source: Bridlington Free Press

http://www.bridlingtonfreepress.co.uk/news/Petition-for-better-police-communications.4944910.jp

Petition for better police communications

Published Date: 05 February 2009
By John Edwards

NEIGHBOURHOOD Watch groups have launched a petition to improve communications with the local police.

Members of the public have to call the 0845 6060222 number, which takes them through to the call centre in Hessle. But Watch co-ordinators want a Bridlington number made available so they can report low-priority incidents or speak to PCSOs who cover their patch.

They have suggested an answerphone, for people to leave messages for the neighbourhood police team would be an acceptable compromise.

Town councillor Pam Austin, who runs the Cottage Farm Neighbourhood Watch group, has set up the petition.

She said: “We are worried people are calling 999 and being told to ring the 0845 number. Some people are put off by having to pay to phone the police and don’t bother to report things. Not everybody has free 0845 calls.

“It is a barrier and at Bridwatch we want people to report as many incidents as possible.

“We want to see if we could get a local number just to report things. It would give the police better intelligence and that’s what Bridwatch is all about.

”We have watch surgeries and a common complaint is you are speaking to someone who hasn’t a clue where you are talking about because they are in Hessle.”

Battles to get a direct line through to Bridlington Police Station have been ongoing since the 0845 number was introduced. Bridwatch believes it is more important than ever, with groups needing to speak to the PCSOs who cover their patch.

Coun Austin said: “It’s a communication problem but people are a worried.”

Petitions are being distributed through Neighbourhood Watch groups across town.

Sheets can also be signed at Bridwatch’s Reach Out Centre, in Quay Road.

http://www.humberside-pa.org.uk/downloads/Minutes/Performance_0809/Performance_Minutes_281008.pdf?PHPSESSID=b8fc3bed20244088dbea3f1c8cd57b5c

HUMBERSIDE POLICE AUTHORITY
PERFORMANCE COMMITTEE
28 OCTOBER 2008

page 3 of the above PDF

Members raised the issue of the cost for the public to ring the 0845 non emergency number. The Deputy Chief Constable advised Members that the Force had looked into changing to a 0345 number and the call rate would be the same and in addition would cost the Force £75,000. If the Force were prepared to pay this much it could open the possibility of a 0800 free phone number.

Dave wrote on Feb 12^th, 2009 at 12:55pm:

If the Force were prepared to pay this much it could open the possibility of a 0800 free phone number.

Doh but 40% of calls are from mobile phones and most mobile phones charge premium rates to call 0800 numbers. :o >:(

So they will still need an 03 number too for anyone calling them on a mobile phone.

Tayside was the last police force to go over to 0845. It sets a precedent in Scotland by being the first to switch to 03.

http://www.kirriemuirherald.co.uk/general/NEW-POLICE-NUMBER-WILL-BE.5014812.jp

Source: Kirriemuir Herald

NEW POLICE NUMBER WILL BE 'EASIER TO REMEMBER'
Published Date: 25 February 2009

MEMBERS of Forfar Community Council were advised at their meeting last week of the new single non emergency number about to be launched by Tayside Police.

The number will be launched on March 2.

They were informed the new number will make it cheaper for members of the public to contact Tayside Police, and it is also easier to remember.

The number to remember from March 2 is 0300 111 2222.

Addressing the meeting, Constable Wendy Craigie also advised the Angus Community Safety Team will soon be commencing a survey of 10,000 households in the Angus area.

The survey asks questions pertaining to the fear of crime and other issues of concern to Angus residents.

Residents are asked to complete the survey as all information gained will assist in compiling a true picture of the community concerns within Angus, and as such helps to direct resources more effectively.

Cambridgeshire Police Authority has a 0300 number. We await to see when the constabulary itself switches from 0845.

http://www.cambs-pa.gov.uk/contact.cfm

Still nothing from West Yorks Police about when they are swapping to their 0345 number...

jgxenite wrote on Mar 7^th, 2009 at 6:49pm:

Still nothing from West Yorks Police about when they are swapping to their 0345 number...

Surrey Police have talked a load of hopeful sounding waffle about being aware of the call cost issue with their 0845 phone number over the last year or so but so far done precisely nothing about it despite the introduction of 03 phone numbers by other UK police forces.

The 0345 number for West Yorks Police is already in use as I dialled it over the weekend and got through successfully

http://www.tivysideadvertiser.co.uk/news/4143095.Non_emergency_police_number/

Non emergency police number

9:40am Monday 23rd February 2009

<<
A new non-emergency number to contact police is being launched in the next few weeks.

Chief constable Ian Arundale told Cardigan town councillors last week that the 101 number was being launched in April.

Emergency calls would continue to use 999.

But the much maligned "call centre" 0845 number would also remain.

Cllr Wynne Evans, a retired police inspector, said he hated using the 0845 number.

"You have to answer all these questions just to get through to the police station – it drives me mad," he said.

But Mr Arundale said an extra 12 posts were being created at the Carmarthen call centre to cope with calls.

"I inherited a system which didn’t have enough people to make it work," he said.

He added that there was scope to link up with local authorities to enable the 101 number to be used to report environmental concerns such as abandoned cars.
>>


I have been lead to believe that Dyfed-Powys Police will be switching from 0845 to 03xx in April.  :-/

Source: Tayside Police

http://www.tayside.police.uk/newsitem.php?id=1615

Here for You on 0300 111 2222

09-03-2009

Tayside Police has a new non-emergency number.

It is 0300 111 2222.

People wishing to contact Tayside Police in a non-emergency situation, such as passing on information, or seeking advice from the Force should use this number to contact Tayside Police.

For emergencies people should continue to call 999.

The 0300 111 2222 number is easier to remember than the previous non-emergency number.

The previous contact number - 0845 600 5705 - was introduced last year as part of a national project. This project also introduced new call-handling systems that direct callers to the most appropriate location in the Force with the minimum delay.

Those systems will now support the 0300 111 2222 number.

OFCOM have released a set of numbers with the 0300 prefix for use by public sector organisations to resolve an issue where some telecoms providers charged more for customers to dial 08-prefixed numbers than they did for a number beginning with 01 or 02. Mobile phone users in particular were affected by this issue.

The 0300 111 2222 costs no more than a standard-rate call to a number beginning with 01 or 02 and Tayside Police would encourage people to save it to their mobile phones.

Remember, if you want to contact Tayside Police to give information or receive advice and assistance in a non-emergency situation contact 0300 111 2222.

In an emergency call 999 and the operator will put you through to the appropriate emergency service.


http://www.tayside.police.uk/newsimages/0300%20snen%20poster1236596238.jpg

Source: Dyfed-Powys Police Authority

http://www.dyfedpowyspoliceauthority.co.uk/documents/meetings/community/2008/31-oct/minutes-community-31-10-08.pdf

Minutes of a Meeting of the Community Engagement & External Relations Committee
Held at the Police Authority Offices, Police Headquarters, Carmarthen On Friday 31st October 2008

For the benefit of new Members, the Deputy Chief Constable provided Members with background information on the set up of the Communication Centre and 0845 number. Plans were in hand to change the number to a 0345 number, over a transitional period, in line with other public sector bodies. The Force PR and Marketing Strategy would assist in publicising this new number.

http://www.eveningnews24.co.uk/content/news/story.aspx?brand=ENOnline&category=News&tBrand=ENOnline&tCategory=news&itemid=NOED16%20Mar%202009%2016%3A29%3A59%3A943

Police cash in on non-emergency calls

<<
Norfolk police have pocketed more than £7,000 in four years by taking a cut from the cost of making non-emergency calls made to the force, figures revealed today.

In 2005 Norfolk Constabulary introduced its new 0845 456 4567 number, which is provided by Opal Telecom and works on a revenue sharing basis with the telephone company.

So, when people call up to report crimes or pass on information to help police solve crimes, the force makes money from those callers.

At peak times the force makes 0.25p per minute from each call made to the number, which can costs the caller anything up to 40p per minute, depending on where they are calling from, at which time and on which network.

The force does not make money at other times and does not pay for the use of the number.

In 2008 the force made just over £2,381 from the 376,244 calls, up slightly from the £2,247 made the previous year from 338.758 calls.

In 2007, telecoms regulator Ofcom introduced 03 - a non-geographic code that costs the same as 01/02 geographic numbers - and organisations have come under pressure to switch to that number - but Norfolk police today said they had no intention of doing so.

A spokesman for Norfolk police, said it had no immediate plans to change the number - and said for callers using BT the service is currently free.

He said: “Take up of the number has been overwhelming and the misuse of the 999 system has fallen as a result. The slight variation in cost to members of the public of calling the existing 0845 number, when compared to the corresponding 0345 number, is not dictated by the number itself but by the fees charged by the caller's service provider, indeed BT are currently not charging.

“Therefore changing the constabulary's established non-emergency number would not be universally cost effective.

“We have also recently introduced a “returned call” system whereby anyone who calls us during a peak period seeking general advice or guidance will be called back by a communication officer at a later, more appropriate time and at no cost to the caller.”

Which? telecoms expert Ceri Stanaway said: “We think all organisations - in particular government departments - should switch their customer service and support phone numbers from expensive 0844, 0845, 0870, 0871 and 09 phone numbers, and use 03, 0800 or 01/02 codes instead - or at least as an alternative phone number.”

Norwich City Council has an 0844 number which costs 3p per minute from BT lines and Norfolk County Council's 0844 numbers cost 5p per minute from any landline. Neither authority makes money from those calls.
>>

See also http://www.dailymail.co.uk/news/article-1162645/Police-force-pockets-thousands-profits-non-emergency-0845-number.html

Source: Tivyside Advertiser

http://www.tivysideadvertiser.co.uk/news/4143095.Non_emergency_police_number/

Non emergency police number

9:40am Monday 23rd February 2009

A new non-emergency number to contact police is being launched in the next few weeks.

Chief constable Ian Arundale told Cardigan town councillors last week that the 101 number was being launched in April.

Emergency calls would continue to use 999.

But the much maligned "call centre" 0845 number would also remain.

Cllr Wynne Evans, a retired police inspector, said he hated using the 0845 number.

"You have to answer all these questions just to get through to the police station – it drives me mad," he said.

But Mr Arundale said an extra 12 posts were being created at the Carmarthen call centre to cope with calls.

"I inherited a system which didn’t have enough people to make it work," he said.

He added that there was scope to link up with local authorities to enable the 101 number to be used to report environmental concerns such as abandoned cars.

Source: North West Evening Mail

http://www.nwemail.co.uk/news/police_defend_profit_from_calls_made_to_stations_1_536791?referrerPath=news/

Police defend profit from calls made to stations

Last updated 11:52, Saturday, 04 April 2009

CUMBRIA’S police pocketed more than £1,000 from phone lines that charge 40p a minute to call local police stations.

A total of 27 forces of the 52 in the UK use the 0845 number, raking in more than £33,000 a year.

The county’s top cop says the number had significantly reduced the amount of calls to 999 to report minor incidents, leaving it freed up for emergencies.

When 0845 numbers were introduced in 2003 they cost the same as a local call, but there has been a series of increases since then.

West Midlands Police received 1.75m calls on the 0845 line in 2008, generating more than £23,000.

Wiltshire Police made £4,800 last year from 400,000 calls and at the bottom end of the scale Cheshire Police pocketed £1,616 from more than 250,000 calls.

Cumbria received 402,537 calls amassing in £1,053.

The profits are divided between the forces and the phone companies including BT and Opal Telecoms.

The lines also slashed police costs, as people are put through to a central call centre requiring fewer workers.

Cumbria Constabulary say the cash is put towards improving services.

Fierce criticism has meant some forces, such as the Metropolitan Police, have switched to 03 number which cost the same as a local call.

Cumbria’s Chief Constable Craig Mackey defended the use of the number.

He said: “The launch of the 0845 number in 2005 has made it easier for the public to contact us for information and to report minor incidents.

“Since then it has significantly reduced the volume of calls we receive via the 999 number, enabling the specially trained 999 call operators to deal only with emergency calls. At the time it was introduced, dialling the 0845 number cost the same as making a local call.

“Costs of calls from landlines to the Constabulary using this number vary, depending on the time of day.

“But on average will cost less than 4p per minute – which is the same if not less than that of a standard call.

“The cost of a call from a mobile phone may be higher than this figure depending on the network you are calling from.

“The profit made from the number is relatively small in comparison to other UK forces.

“Between March 2007 and February 2008, a profit of £676.78 was made from a total of 155,698 calls received.

“This goes towards enhancing the service provided to the public.”

Hi and what you guys do not realize that you cannot ring either 0845 or 03xx numbers from abroad. Luckily my archives had the proper number for norfolk police which is their actual phone contract number 01603 768769. To try to find the numbers of the police get out old documents, papers etc from say 10 years ago and that should work. So for example the old number for a still open local police station is still their number but it will transferred to the head office.
 I have today complained to N and N about this and put their number on the 0870/0845 list. I suggest that the alternative is to contact the control room locally before going abroad and get the number for them. This will be given.
  >:(

rinfrance wrote on Apr 5^th, 2009 at 12:46pm:

Hi and what you guys do not realize that you cannot ring either 0845 or 03xx numbers from abroad. …

Some providers allow these numbers to be dialled and some do not. You evidently have a provider that does not.

We understand that UK 0845 numbers are not diallable from most overseas providers. Hopefully in time, UK 03 numbers will become available from abroad.


rinfrance wrote on Apr 5^th, 2009 at 12:46pm:

…Luckily my archives had the proper number for norfolk police which is their actual phone contract number 01603 768769. To try to find the numbers of the police get out old documents, papers etc from say 10 years ago and that should work. So for example the old number for a still open local police station is still their number but it will transferred to the head office.

The underlying alternative number to Norfolk Constabulary's 0845 456 4567 number is 01953 424242. This was provided to me via a Freedom of Information response.


rinfrance wrote on Apr 5^th, 2009 at 12:46pm:

…I have today complained to N and N about this and put their number on the 0870/0845 list. I suggest that the alternative is to contact the control room locally before going abroad and get the number for them. This will be given.

What is "N and N"???  :-? :-?

I would guess Norwich & Norfolk

Source: Gloucestershire Police Authority

http://www.gloucestershirepoliceauthority.co.uk/Full%20Authority%20-%20Dec%2008%20-%20Feedback%20APA%20Conf%202008%20MG%20-%20Item%2014(i)(c).pdf

GLOUCESTERSHIRE POLICE AUTHORITY
FEEDBACK FROM VISIT TO THE APA Conference 11th/12th November 2008

Venue Gateshead

Summary of key points from presentations / information
• BT (a sponsor) had information about the 0300 number, their hosted voice service and translation service.
[…]

Source: Nottinghamshire Police Authority

http://www.nottinghamshire.police.uk/npa/files/meetings/55/H%20-%20%20Capital%20Strategy.doc

JOINT REPORT OF THE CHIEF CONSTABLE AND THE TREASURER

Meeting Police Authority
25 February 2009

[…]

Customer Service Desk. Additional expenditure for the delivery of the Customer Service desk is as follows:

[…]

- Single Non Emergency Number (SNEN). Originally planned for the launch of the two control rooms in 2001 but delayed first by the defunct 101 initiative and then by the issues with the 0845 service, this will now be launched with an 0300 number. This will cost £25k to implement and then £25k a year to support.

[…]

Source: Cambridgeshire Police

---

http://www.cambs.police.uk/about/foi/classes/Minutes/FEB010508.pdf

Meeting of Force Executive Board
1 May 2008

[…]

10.5.1 0345 Number - The Head of ICT reported that this facility did not cost the Force any money and it allowed callers to phone in to the Force at local call rates. A series of numbers had been reserved and a paper was due to be presented to both the Police Authority and the next FEB meeting. It was noted that this might replace the 0845 number which currently attracted a number of different charge rates depending upon the callers' supplier.

[…]

---

http://www.cambs.police.uk/about/foi/classes/Minutes/FEB030608.pdf

Meeting of Force Executive Board
3 June 2008

[…]

7.7.1 Review of Single Non-Emergency Number - the DCC indicated that the Force would be moving towards the 03 number.
It was noted that there should be a process to divert the calls coming into the Force on the 0845 number to any new 03 number.

7.7.2 Recommendation - the Board approved the recommendation to move towards the 03 number.

[…]

http://www.cambs-pa.gov.uk/user_files/meeting/meeting249/PA%2030.06.08%20item%2012.pdf

Agenda Item: 12 – Marked “To Follow”
To: Cambridgeshire Police Authority
From: Chief Executive
Date: 30th June 2008
REPORT OF THE COMMITTEES AND PANELS

[…]

Review of Single non emergency number (0845) – Update

4.13 The Constabulary discussed the progress made to assess the use of the single non emergency number (0845). This included discussions with Ofcom and British Telecom to potentially create a new 03 number.

The Constabulary was currently considering the pros and cons of either retaining the existing number or changing to a new 03 or 01 number, and agreed to keep the Panel updated on all future developments.

[…]

Dave wrote on Feb 10^th, 2009 at 3:40pm:

Source: "Humberside" Police http://www.humberside.police.uk/ Quote: An 0845 number is a non-geographic number and are appropriate tariffs for government use but it should be noted that these can be charged at up to 5p per minute (from BT lines, other operators may be higher.)   Humberside Police do not make a profit out of any call for service or information It is "appropriate" that government uses numbers which provides revenue share and thus does not allow for calls to be priced the same as any "local" call. In short, they are public sector services and in their own arrogance, think that they can use revenue sharing numbers to derive as much "benefit" as possible from citizens.

"Humberside" Police has now changed the message on its homepage:


Quote:

An 0845 number is a non-geographic number but it should be noted that these can be charged at up to 5p per minute (from BT lines, other operators may be higher.)   It should be noted that calls from mobile telephones may be significantly higher Humberside Police do not make a profit out of any call for service or information

Source: North Wales Police Authority

http://www.nwalespa.org/Portals/57ad7180-c5e7-49f5-b282-c6475cdb7ee7/PACF/Denbighshire/09.01.09%20minutes.doc

Denbighshire PACF

Ruthin

8th January 2009

[…]

Cost of phoning the police:

Mr Clive Hunt expressed discontentment at having to pay to phone the police in a non-emergency. It was explained to Mr Hunt that the 0845 number is charged at a local rate, and there are times when he can see someone face to face at Ruthin Police Station.

[…]


Why do these people persist with this nonsense?  >:( :'(

Source: Hull City Council

http://www.hullcc.ukcouncil.net/document/03_Apr_09_1.doc

MEETING OF THE CITY COUNCIL

3rd April, 2009

(1.00 p.m.)

[…]

Humberside Police Telephone Numbers.

Notice of Motion to be moved by Councillor FAREHAM:

Council is aware the Department of Health is currently consulting on a ban on "revenue sharing" telephone numbers starting 084x. Council is further aware that seven police forces now use 03xx telephone numbers, which are non geographical and provide the same functionality as 084x numbers and do not levy a fee, but that Humberside Police is not one of them.

Council requests its representatives on the Humberside Police Authority urge favourable consideration to be given to seek a review of the number used by the Humberside Police Force and asks them to consider the appropriateness of using a telephone number which is effectively a "stealth tax" on victims of crime.

[…]

Source: Telegraph.co.uk - Mutton Jeff blog

http://my.telegraph.co.uk/mutton_jeff/blog/2009/03/18/0845_nonemergency_calls

<<
0845 Non-Emergency Calls
Wednesday, March 18, 2009, 08:59 PM GMT [General]

I'm not sure about the rest of the country, or even in my own area, but it was reported today that the Norfolk Police made £7000 in 4 years from their 0845 non-emergency number. I had occasion to call my local police some time ago and I was told to use an 0845 number rather than clog up the 999 system. I was kept on hold for a long time and I didn't get much help anyway. I later complained that it was costing me money to ask for help on a public service for which I paid council tax and I was told that it was a 'not  charged local call'. I accepted that, but now I'm not so sure. Does anyone know if Norfolk is the exception, or are all 'at it'?
>>


For comments, follow link above.

Source: Northamptonshire Police FOI Response, February 2009

http://northants.police.uk/files/documents/Freedom%20of%20Information/Lists%20and%20Registers%20Freedom%20of%20Information%20Disclosure%20Log%20-%20February%202009%20.pdf


"Northamptonshire Police plan to move towards an 0300 number in April 2009."

http://www.northants.police.uk/files/documents/Chief%20Officer%20Group%20-%20Decision%20Records/COG(12)%20Decision%20Record%20December%202008.doc

NORTHAMPTONSHIRE POLICE
CHIEF OFFICERS’ GROUP
DECISION RECORD – 17 AND 18 DECEMBER 2008

[…]

13      03000 NUMBER

Bob Smart in attendance.  Update in relation to use of an 03000 number.  Work ongoing in the first instance for a regional 03 SNEN, or alternative number.  If this option is not workable, the Force will look to implement a new 03000 number.  An implementation and marketing team would need to be formed in order to oversee such a piece of work.

[…]

Source: Northants Evening Telegraph

http://www.northantset.co.uk/news/New-nonemergency-police-number-launches.5235219.jp

New non-emergency police number launches tomorrow

Published Date:  05 May 2009

Northamptonshire Police is launching a new non-emergency telephone number tomorrow.

The new number for all non-emergency calls to the Force will be 03000 111 222.

This is the new single countywide telephone number to call Northamptonshire Police for all non-emergency matters.

People can call 03000 111 222 at any time, 24 hours a day, 7 days a week. The existing telephone numbers will be gradually phased out but will still connect to police until people get used to the new number.

Calls from any network will cost no more than those to 01 or 02 numbers and can be used as part of inclusive minutes packages, such as those in mobile phone contracts, and incorporated in 'friends and family' type discounts.

People can also call 03000 111 222 when they need to speak to their local Safer Community Team or to seek advice on any police matter.

Superintendent Bob Smart, head of the Force Communications Centre, said the move is part of the drive to continually improve the service provided to the public.

He said: "We have worked very hard over the last few years to improve our call handling procedures and the introduction of a single non-emergency number in 2006 was a significant step towards that.

"However, we are continually trying to improve our service and respond to the needs of our customers. The new number will not only be easier for people to remember, but it can also cost less for them to contact the police for assistance, wherever they are calling from.

[…]

---

Official press release from Northamptonshire Police:

http://www.northants.police.uk/default.aspx?id=1252

http://www.nottinghamshire.police.uk/npa/files/meetings/55/H%20-%20%20Capital%20Strategy.doc

Nottinghamshire Police Authority

JOINT REPORT OF THE CHIEF CONSTABLE AND THE TREASURER

CAPITAL STRATEGY, ASSET MANAGEMENT PLAN AND PRUDENTIAL

Meeting                  Police Authority

On                        25 February 2009

<<

Single Non Emergency Number (SNEN). Originally planned for the launch of the two control rooms in 2001 but delayed first by the defunct 101 initiative and then by the issues with the 0845 service, this will now be launched with an 0300 number. This will cost £25k to implement and then £25k a year to support.

>>

---

http://www.nottinghamshire.police.uk/uploads/library/418/PolicingPlan2009.pdf

Nottinghamshire Police Authority and Nottinghamshire Police
POLICING PLAN 2009-12
07/04/2009

<<
Single Non-Emergency Number

The Force will be launching a single non-emergency 0300 number in the autumn to replace the 12 numbers that are currently in use. The public has been canvassed for its opinion. Having a single memorable number will make the Force more accessible to residents.

Adopting the single number will help to reduce the confusion currently caused by having 12 numbers to dial, which can lead to misuse of 999.

In line with Ofcom recommendations the cost of dialling this single number will be equal to all customers irrespective of their locality within the county or nationally. Callers can also nominate the number in their ‘call packages’ so that they do not get charged for the call at all.
>>

Dave wrote on May 9^th, 2009 at 7:39am:

Callers can also nominate the number in their ‘call packages’ so that they do not get charged for the call at all.

They're still confused though aren't they?  What's that all about?

Heinz wrote on May 9^th, 2009 at 5:39pm:

Dave wrote on May 9th, 2009 at 7:39am: Callers can also nominate the number in their ‘call packages’ so that they do not get charged for the call at all. They're still confused though aren't they?  What's that all about?

I guess that they are thinking that calls to 03 numbers can be inclusive. It's important to note that Nottinghamshire Police do not use a 0845 number, so they are moving to the single non-emergency number setup having operated a number of geographical numbers.

http://www.moray.gov.uk/downloads/file58976.pdf

Strathisla Community Council
Minutes of Meeting of Wednesday, 4th February, 2009

[…]

Telephone Costs: Ian Ross raised the cost of phoning the police 0845 number. The inconsistency of costs was also discussed ranging from free BT calls , local call rate of 0845 numbers and mobile costs. The Chair is to ask at the forthcoming JCC Meeting if there is further clarification on standardised tariffs.

---

http://www.yourmoray.org.uk/Area%20Forums/MorayForumMinutes/Minute180308.pdf

THE MORAY FORUM
Meeting on Wednesday 18 March 2008 at 7.00pm
Committee Room , Council HQ

[…]

Grampian Police Board

Barry Taylor raised an issue arising from the recent meeting of the Grampian Police Board. He advised that Councillor Douglas Ross had highlighted various concerns about the use of the 0845 number by the call centre at Bucksburn. Councillor Ross felt that these concerns were not being properly answered and sought to probe further, at which point he was threatened with being removed from the meeting.

The Forum agreed this was a serious matter, particularly in relation to the views of Area Forums being taken on board by Community Planning partners. After further discussion it was agreed that contact should be made with the Police Board to determine their understanding of the issue. The Chair agreed to write to the Board, once he had received details from the Buckie Area Forum. It was felt that opportunity should be taken in the letter to emphasise again concerns regarding the 0845 number.

ACTION: The Chair to write to Grampian Police Board

---

http://www.moray.gov.uk/downloads/file59337.pdf

Strathisla Community Council
Minutes of Meeting of Wednesday, 4th March, 2009

[…]

Police 0845 and 0870 Numbers
Sgt Black had forwarded information on costs as discussed at the previous meeting. Calls can be free with BT depending on Calling Plan. Costs to 0845 numbers are .02p per minute daytime and .05p at all other times from BT Network, other networks may vary. 0844 numbers are .01 per minute rising to .05p with same costs at all times. The matter has also been raised at Joint Community Council Meetings.

Dave wrote on May 11^th, 2009 at 1:10pm:

Costs to 0845 numbers are .02p per minute daytime and .05p at all other times from BT Network, other networks may vary. 0844 numbers are .01 per minute rising to .05p with same costs at all times.

Seems Sgt Black doesn't understand how to annotate call costs correctly. That annotation indicates that they are 0.02p a minute (etc etc), which is blatently wrong.

jgxenite wrote on May 11^th, 2009 at 1:55pm:

Dave wrote on May 11th, 2009 at 1:10pm: Costs to 0845 numbers are .02p per minute daytime and .05p at all other times from BT Network, other networks may vary. 0844 numbers are .01 per minute rising to .05p with same costs at all times. Seems Sgt Black doesn't understand how to annotate call costs correctly. That annotation indicates that they are 0.02p a minute (etc etc), which is blatently wrong.

I think this could be an error by the person who transcribed the minutes.

Hmm, true. Either way, someone didn't proof read them  ::)

http://www.thamesvalley.police.uk/2009_01_29.pdf

STRATEGY GROUP
Notes of the Meeting held on 29th January 2009, HQ Conference Hall

145 – 08/09 Non-Emergency Contact Number

This paper provides CCMT with the current position regarding the single nonemergency number (0845) and outlines options for the future replacement of the number.

TVP moved to the 0845 number in January 2006. At this time, all calls to 0845 were guaranteed at no more than the equivalent local or national rate to a geographic number. TVP has never derived profit from our 0845 number.

Use of a single, non-emergency number enables functionality that is not feasible through use of a geographic number.

Public perception of 0845/0870 numbers is not particularly positive and there is a degree of ‘brand tainting’ attached to their use. TVP may suffer from this. Complaints/communications about 0845 are low, with only seven recorded in the course of this financial year to date.

The external telecoms market has changed considerably since 2006. This has complicated the telecoms context considerably, in particular with the introduction of charging bundles which often provide free evening and weekend calls. 0845 numbers are not usually included in such bundles, although BT have very recently included them in their bundles.

It is not as straightforward as all calls to 0845 numbers being more expensive. At certain times of the day they are cheaper than geographic calls.

The 101 pilot initially lost impetus when Government withdrew funding. However, the pilot Forces now appear to be refocusing on 101 as their option of choice for contact to the police. All calls are charged at 10p per call, regardless of length. Calls from public payphones are free. 101 is a very simple and memorable number.

Work is under way under the SE Regional Collaboration Programme to ascertain the feasibility of all SE forces using the same non-emergency number. This work will consider the 101 option.

An initial set up fee of £50,000 is required for 101, but there appears to be no subsequent annual or per call charges thereafter.

Ofcom have developed the ‘03’ series specifically for contact with public sector bodies. These are regulated by Ofcom, ensure that all calls are no more expensive than the equivalent geographic call and providers are required to include 03 numbers in their evening & weekend bundles. TVPs equivalent 03 number has been reserved.

Charges to TVP are substantially higher for 0345 than for our 0845 number.

Four options were presented for consideration;

• Retain the existing 0845 number
  
• Await the outcome of regional collaborative research
  
• Unilaterally (from the region) implement 101
  
• Move to our reserved 0345 number

Having looked at all of the options TVP would prefer to transfer to the 101 number but its development is still in the early stages and it is not clear how long it will take so in the meantime will keep the 0845 8505 505 non emergency number.

It was agreed:
1. That TVP would not be looking to change to an 0345 non-emergency number in the short to medium term.
2. To look to develop the use of 101 as the non-emergency number for eventual adoption

Action: 1-2. ACC O [Head of CRED]

Source: Diana Johnson MP
Parliamentary Report, Autumn 2008

http://dianajohnson.co.uk/images/uploads/165543/0942f75d-f335-6bc4-15ed-090870a2c454.pdf

Cheaper calls to the Police

Over the past year, I have been discussing with Humberside Police the idea of changing their non-emergency number from the current 0845 code to the cheaper local 0345 rate. In February I was pleased to hear from the Chief Constable that Humberside Police were in negotiations to acquire an 0345 number. I hope that there will be further good news on this soon.

http://www.westyorkshire.police.uk/files/docs/CT230309.pdf

West Yorkshire Police
Meeting: COMMAND TEAM
Venue: CONFERENCE ROOM A, ADMIN 1, FORCE HEADQUARTERS
Date: MONDAY 23 MARCH 2009

ITEM 6: TELEPHONE NUMBER FOR THE FORCE
Summary of Discussion:

ACC Mr Evans presented a paper with a recommendation to change the non-emergency telephone number for the force. ACC Mr Evans informed members that the migration to an 0345 contact number for the force had been discussed previously given the changing environment in respect of BT and other providers charging for 0845 numbers. There was wider discussion in respect of contact numbers for divisional helpdesks and whether there should be one contact number for the force. The introduction of a new telephony system was also considered and whether the use of autoattendant facility was the way forward. It was felt that the decision on changing the non-emergency telephone number should be part of a wider overarching telephony strategy. ACC Mr Evans agreed to bring back to Command Team a paper which addressed the issues raised.

Decision:
For an overarching telephony strategy to be developed and presented to Command Team for consideration.
Action by:
ACC Mr Parkinson and ACO Mr Brook.
By When:
Future Command Team Meeting.

Source: Cambridgeshire Police

http://www.cambs.police.uk/about/foi/classes/Minutes/FEB060109.pdf

Meeting of Force Executive Board
6 January 2009

[…]

Change of Number for non-emergency calls
Referring to action 15 regarding the change of number for non-emergency calls it was noted that both the 0300 and the 0345 number had been procured. The Chief Constable indicated that the 0345 number would be used as it was the closest one to the current 0845 number. The changes would take place in April 2009. It was noted that if the 0845 number was used the call would be automatically redirected to the 0345 number. In the meantime, in slower time the number would be changed on stationery etc as new supplies were ordered.


[…]

Source: Kingston upon Hull City Council

Date:
Thursday, 16th April, 2009
Time:
2.05 p.m.
Place:
Council Chamber, Guildhall, Hull

[…]

Councillor McCobb commented that a number of years ago the telephone numbers for people to contact the police were changed from local to 0845 numbers.  After that changeover, there was a particular backlash from residents trying to report crime.  There were two reasons for that.  Firstly, there was the increased charges, and secondly, there was major issues to do with call handling.  A number of his fellow members did have meetings with representatives from Humberside Police at the time to raise these various concerns.  By and large, the evidence from his mail bag suggested that people were no longer contacting him to complain about call handling issues or the amount of time that they spent getting through.  This was an improvement.  However, a large number of police forces were moving to an 0345 number rather than 0845 number which meant that it was, in effect, cheaper for residents to contact the police on a non-emergency number. One of things that worried him was that yes, a lot of these statistics were much improved and everybody involved in crime prevention could share the credit for that.  However, it was not necessarily all that easy to persuade people that what the figures were saying was actually representative of what was happening.  He was concerned that the costs of contacting the police on the 0845 number could potentially be either skewing the numbers of reported offences, due to the  whole issue about it not being worth calling because etc. or it would cost x, y, z etc., might be giving people reason to doubt the improvements that the figures said had happened?  Was the Humberside Force likely to move to an alternative number in the near future?

Mr. Hollis [Chief Constable, Humberside Police] replied, and referred to minutes of a Chief Officer group meeting where it showed that the Force was aware of the concerns, and provided a very quick analysis of the range of options.  The 0845 number was introduced in 2004 before his time.  The issues were that it was not well advertised or easy to find.  Sometimes it was actually on the vehicles but then it was not always easy to find a police vehicle when you wanted one.  The number was difficult to remember, and members of the public did not like the 0845 number and there was a perception that the Force was generating income from it.  There was a gentleman nationally that was raising that issue.  The Humberside Force had looked quite open minded at the range of options that it had.  It had looked at the 0345 number, but that did not address the issue of it being memorable.  Consideration had also taken place of a single emergency number for the whole country.  It had seemed a good idea to which the Government had put some initial seed funding in, gave it high prominence, but actually didn't support or fund it and therefore when the money ran out, it was never a success for the public at home.  Using an 0345 number instead of an 0845 number would not resolve the problem.  The Force had also looked at using an 0845 number [I think they mean 0800 number] because that was allegedly free.  However, it was not free if you were a mobile phone user, and had very confused call rates.  If you used a mobile phone, and a large number of people did, you could get hit by a whole variety of different charges using an 0800 number.  That would also not resolve the issue of it being a free call and common to everyone across Humberside.  It would cost Humberside Police about £75,000 a year more than currently to do that.  There was now a new idea to look at national non-emergency numbers to get a local number at a standard rate across the board.  That was now being researched as part of the Police's commitment to citizen focus and improving the quality of service that was given to communities.  The technology was moving on.  0345 was not a solution to the problem, 0800 wasn't the solution.  The Force was looking genuinely, with an open mind, at whether the other option, which was like a three or four digit number was worth pursuing.  There was not an immediate solution.  The Force was aware, and hurt to a certain degree, when members of the public starting saying that the force was fund raising, because it was not.   There were some slight differentials, for example, as Kingston Communications were slightly different from British Telecom.  He would pass on Councillor Robinson's comments about the much improved call handling and response.  Quite frankly, that was dire in 2005.  In the vast majority of cases far fewer people were now raising this issue, but there were still mistakes.  There was a much quicker and slicker response.  The Force was dealing with this in a much more professional and user friendly fashion.

Source: Cambridgeshire Police

http://www.cambs.police.uk/about/foi/classes/Minutes/FEB030209.pdf

Meeting of Force Executive Board
3 February 2009

[…]

3.1.3 Policing Pledge - re the printing of leaflets and the agreed change to the 0345 number from the 0845. The Head of Corporate Communications reported that the leaflets were being scheduled and the new telephone number would be included prior to the April changeover.

[…]

Source: Cambridgeshire Constabulary

http://www.cambs.police.uk/news/newsitem.asp?NewsID=5457

New non-emergency number to contact police

15/06/2009 10:42:49

A NEW non-emergency phone number for Cambridgeshire police launches today.

All non-emergencies in the county can now be reported by calling 0345 456 456 4.

The move will allow people with call packages which provide free local calls to benefit as 0345 numbers are classed as local calls.

The old 0845 number will remain operational alongside the new number until April 2011 to allow people time to get used to the new number.

Marketing materials for the force will be replaced with the 0345 number as old materials are used up over the next two years.

Cambridgeshire police are following in the footsteps of other forces who have already made the change to 03 numbers.

Force Control Room manager Ed Essad said: "The number has been introduced to give callers a better service.

"We have made the change in response to requests from the public for us to move to a number which is cheaper for many people to call.

"Although we are only changing the number by one digit we have made the decision to phase in the change over a matter of years.

"This means that the cost to the force will be minimal and it will give the public time to get used to the new number.

"The changes do not in anyway affect people calling 999 which they should continue to do in the case of an emergency."

I have recently received a paper from the Gwent police delivered to all houses in the area, Safer Gwent Policing Summery Edition.  An article inside states:
Gwent Police introduce new non-emergency phone number, you can now use a special non-emergency telephone number to contact Gwent Police.  When it's less urgent than 999 phone 101.
It gives details of when to use this number:

"The type of incident that can be reported using the new 101 number include vandalism, graffiti, intimidation, drunk or rowdy behaviour, drug related and anti social behaviour.
The service is designed to improve the delivery of non-emergency services while freeing up the 999 service to handle emergency incidents.
The Wales wide initiative, set up by the four Welsh police forces, provides people with the chance to gain direct access to advice and action on safety and anti-social behaviour issues.
Calls will cost 10 pence (whether from a mobile or landline) and will be recorded for training monitoring, quality monitoring and public safety purposes.  If the call is deemed an emergency it will be immediately routed as a 999 call."

I had thought 101 had disappeared but it appears to have been resurrected here in Wales.

redant wrote on Jun 21^st, 2009 at 1:15pm:

I had thought 101 had disappeared but it appears to have been resurrected here in Wales.

It was introduced across all four forces in Wales a few months ago and likewise in Hampshire. See the thread here.

It shows how disjointed all this is as they haven't even bothered to update the 101 website to reflect it.

Source: West Midlands Police Authority

http://www.west-midlands-pa.gov.uk/documents/committees/public/2009/07_FinanceandResources_28May2009_NonEmergencyTelphoneNumberUpdate.pdf

Finance and Resources Committee
28 May 2009
NON EMERGENECY PHONE NUMBER UPDATE
REPORT
Report of the Chief Constable

PURPOSE OF REPORT
1. To update the committee on the developments with the 0300/0345 issue.

BACKGROUND
In November 2009 a report was submitted outlining the issues with the current 0845 number and the options to move forward. Since that report several suppliers have been contacted and the options have been reviewed in light of recent improvements in the cost of providing these numbers. Consideration has also been given to a possible 3 digit number which has proved to be unfeasible, unless the force enters into the 101 Single Non Emergency Scheme (SNEN) with the councils.

West Midlands Police aims to be easily accessible by all members of the public and therefore wishes to remove all potential barriers to communications. For some members of the public having to pay to call the force, often in an attempt to help us in our duties, could be seen as such a barrier. In addition there is a small but growing trend for some people to misuse the 999 facility because these calls are free. These calls place an extra demand on the 999 call takers that could more properly be dealt with by the 0845 team.

CURRENT POSITION
4. WMP is in contract with Telewest for provision of the existing 0845 number. The Initial period expires at the end of December 2009 and can subsequently be extended for up to a further 3 years. The force can vary the existing contract to cater for provision of an 03 number in place of 0845-113-5000.

5. If moving to an 03 style number is agreed then consideration should be given to selecting a new number that is more memorable than the current 0845-113-5000. 0345-113-5000 is currently reserved for the force to use. Consultation with Operational Communications and the Press Office will continue to establish the best route for the force to take.

IMPLICATIONS FOR CHANGING THE 0845
6. The existing number is well publicised and any change will need to be carefully managed. It is expected that a period of parallel running will be necessary to minimise disruption to the public and the force.

7. All leaflets, phone book entries, publicity material (for schools etc) and computer systems that generate a form showing the existing number will need to be changed.

FINANCIAL IMPLICATIONS
8. The force will lose the revenue share from Telewest and will incur charges that will be based on the number of incoming calls and their duration. Based on last year's call statistics and the current pricing of Telewest the additional cost to WMP is estimated to be around £52,000 pa. This can be contained within the overall revenue budget.

[…]

RECOMEMNDATION
11. The committee is asked to note the report.

Phillip Gormley
Acting Chief Constable

Or, of course, they could have a geographic number and route it around their own internal network.

Cheshire Police manage this with 01244 numbers for the Police Authority being delivered in Northwich (01606). The fact that the outgoing 01606 number returns a "number not recognised" announcement is, perhaps, another topic. Or is CLI spoofing now de rigueur for the Police?

Dave wrote on Jun 21^st, 2009 at 10:29pm:

BACKGROUND In November 2009 a report was submitted outlining the issues with the current 0845 number

Do these people have a time machine?

Dave wrote on Jun 21^st, 2009 at 10:29pm:

Source: West Midlands Police Authority Based on last year's call statistics and the current pricing of Telewest the additional cost to WMP is estimated to be around £52,000 pa. This can be contained within the overall revenue budget.

It must be noted that this cost of £52,000 is, barring profiteering by Telewest, being incurred by caller's telephone providers and passed on to them in some way. All things being equal, this cost is therefore being carried by those who call the Police, rather than the Council Tax payers of the West Midlands local authorities.


Tanllan wrote on Jun 21^st, 2009 at 10:38pm:

Or, of course, they could have a geographic number and route it around their own internal network.

The differential costs and any technical issues associated with this approach would have to be considered alongside the fact that "The West Midlands" does not have a dialling code. Any geographic number would not appear "local" to callers in some parts of the area covered. (This is notwithstanding the fact that the vast majority of callers would not incur any additional cost.)


Tanllan wrote on Jun 21^st, 2009 at 10:38pm:

Cheshire Police manage this with 01244 numbers for the Police Authority being delivered in Northwich (01606).

Perhaps this demonstrates the difficulty encountered by a regional or county authority in choosing what geographic code to use. The configuration of local charging areas is not so much of an issue as it was, however there is an issue of perceived locality that is significant in many parts of the country.


Tanllan wrote on Jun 21^st, 2009 at 10:38pm:

The fact that the outgoing 01606 number returns a "number not recognised" announcement is, perhaps, another topic. Or is CLI spoofing now de rigueur for the Police?

"CLI spoofing" is regarded by Ofcom as an example of "persistent misuse of a telecommunications network or service" (alongside making silent calls). Its Statement of Policy on use of its powers includes the following:


Quote:

the deliberate sending of an inauthentic or misleading number from which it is not possible to identify the caller and which does not enable the recipient of a call to return a message is a form of misuse. This is without prejudice to a caller's right to preserve their anonymity by withholding their number.

.

Source: Humberside Police Authority

http://www.humberside-pa.org.uk/downloads/PanelMins/Scunthorpe_North_Mins_120509.pdf

Scunthorpe North Police Authority Neighbourhood Panel
Minutes of the Public Meeting held on 12th May 2009 at the Berkerley Junior School

[…]

5. Open Forum – [some questions have been abridged and condensed due to their length]

[…]

Q - When are we getting a free number for non-emergency calls like the 999 number for emergency calls, the premium rate number costs a lot and some people will not use it.
JY - There are no plans for another number, this is the option and it is well known now. [Explanation of call centre and invite to anyone to visit].
RG - I can give more information having heard the DCC explain this to Authority Members. The 0845 number was chosen primarily because the cost of giving out a free number such as 0800 would cost the force hundreds of thousands of pounds, this is money they would have to take from their budget for police officers etc. Therefore they chose the least cost option for both the public and force, which was an 0845 number with a minimum cost of about 3p per minute. Some forces have got a premium charge of 25p a minute; Humberside did not want to charge the public this. The Govt did have an experiment on a number 101 for non-emergencies but this has been shelved due to complexity and cost for now, so this is what we have.
MA - I was on the Authority when the number was chosen and out of all the options it was the best we could get.
Q - I have told people to ring Crimestoppers rather than the 0845, that’s okay isn’t it?
JY - I would encourage people to ring Crimestoppers for certain information, but because it works anonymously the information received is graded as poorer than if someone we knew had told us. We would still follow it up but maybe not as quickly etc. [JY then explained about the local Neighbourhood number and access to it]

Source: Private Eye

http://www.private-eye.co.uk/sections.php?section_link=in_the_back

POLICE 5: DON’T CALL US…

TELEPHONING the police can be expensive enough since most forces switched to using 0845 numbers for non-emergencies. Now two forces are refusing even to divulge their local phone numbers, claiming that if people know how to contact them, they won’t be able to fight crime properly.

When many forces introduced the non-geographic numbers several years ago, there was little or no extra cost to callers. These days, however, calls to 0845 numbers generally fall outside the free or cheap call charges on landline or mobile phone contracts. Such calls can be particularly expensive if callers are held in a queue. Many businesses use 0845 numbers (and their expensive 0870 cousins) to make money under revenue sharing arrangements with the phone company.

Northumbria Police have already dropped their 0845 number in favour of an 03-prefixed non-emergency number, after calculating last year that it would be much cheaper for callers. In Wales, 101 acts as a memorable non-emergency number. But many other forces still use the expensive 0845 tariff.

‘More frivolous calls’

Slough-based campaigner Paul Janik submitted freedom of information requests to every police force in the UK, asking for their unpublicised normal rate phone numbers. The vast majority (46 out of 52 so far) and special forces such as British Transport Police were willing to have the numbers published. But two forces offered bizarre excuses.

West Midlands Police told Mr Janik that revealing their normal phone number “would, or would be likely to prejudice… the prevention and detection of crime, the apprehension or prosecution of offenders [and] the administration of justice”. West Midlands police authority recently discussed changing the number, but the chief constable’s report to the finance committee noted that the force earns £23,000 a year by using 0845 and that a free number might “encourage significantly more frivolous calls.” No change was made.

Meanwhile Dumfries and Galloway stated on behalf of chief constable Patrick Shearer that the information was exempt from the FoI act as publication of another non-emergency number for the force “would inhibit the force’s ability to maintain public confidence.”

Source: West Yorkshire Police

http://www.westyorkshire.police.uk/files/docs/CT230309.pdf

Meeting: COMMAND TEAM
Venue: CONFERENCE ROOM A, ADMIN 1, FORCE HEADQUARTERS
Date: MONDAY 23 MARCH 2009 Time: 1.00pm


ITEM 6: TELEPHONE NUMBER FOR THE FORCE

Summary of Discussion:
ACC Mr Evans presented a paper with a recommendation to change the non-emergency telephone number for the force. ACC Mr Evans informed members that the migration to an 0345 contact number for the force had been discussed previously given the changing environment in respect of BT and other providers charging for 0845 numbers. There was wider discussion in respect of contact numbers for divisional helpdesks and whether there should be one contact number for the force. The introduction of a new telephony system was also considered and whether the use of autoattendant facility was the way forward. It was felt that the decision on changing the non-emergency telephone number should be part of a wider overarching telephony strategy. ACC Mr Evans agreed to bring back to Command Team a paper which addressed the issues raised.

Decision:
For an overarching telephony strategy to be developed and presented to Command Team for consideration.

Action by:
ACC Mr Parkinson and ACO Mr Brook.

By When:
Future Command Team Meeting.

11 UK police forces have moved away from 0845 numbers. 23 out of 52 still use 0845 revenue sharing telephone numbers.

Geographical/03 (29)

Bedfordshire Police (01/02)
Cambridgeshire Constabulary* (03)
Central Scotland Police (01/02)
City of London Police (01/02)
Cleveland Police (01/02)
Derbyshire Constabulary* (03)
Dorset Police (01/02)
Durham Constabulary* (03)
Dyfed-Powys* (01/02)
Essex Police (03)
Greater Manchester Police (01/02)
Gwent Police (01/02)
Kent Police (01/02)
Leicestershire Constabulary (01/02)
Lincolnshire Police (01/02)
Lothian & Borders Police (01/02)
Merseyside Police (01/02)
Metropolitan Police (03)
Northamptonshire Police* (03)
Northumbria Police* (03)
Nottinghamshire Police (01/02)
South Wales Police (01/02)
South Yorkshire Police (01/02)
Staffordshire Police* (03)
Strathclyde Police (01/02)
Suffolk Constabulary (01/02)
Tayside Police* (03)
Warwickshire Police (01/02)
West Mercia Constabulary* (03)

* Changed from a 0845 number.


0845 (23)

Avon & Somerset Constabulary
Cheshire Constabulary
Cumbria Police
Devon & Cornwall Constabulary
Dumfries & Galloway Constabulary
Fife Constabulary
Gloucestershire Constabulary
Grampian Police
Hampshire Constabulary
Hertfordshire Constabulary
Humberside Police
Lancashire Constabulary
Norfolk Constabulary
North Wales Police
North Yorkshire Police
Northern Constabulary
Police Service of Northern Ireland
Surrey Police
Sussex Police
Thames Valley Police
West Midlands Police
West Yorkshire Police
Wiltshire Police