Lancashire Police Handles Over 78,000 Emergency Calls Amid Surges in Demand

PCC Accountability Board Highlights Strong Police Control Room Performance

Lancashire’s Police and Crime Commissioner, Clive Grunshaw, has commended the Chief Constable for the continued high performance of the Force Control Room during his latest Accountability Board meeting. The Board scrutinises the work of Lancashire Constabulary to ensure high-quality service delivery for communities across the county.

Despite seasonal increases in demand, the control room maintained stable and efficient operations, handling over 78,000 emergency 999 calls and nearly 114,000 non-emergency 101 calls between April and June 2025.

At the same time, reports to Crimestoppers reached their highest-ever quarterly volume in Lancashire, with a 28.6% increase compared to the same period last year.

The Commissioner was briefed by the Chief Constable on the rising number of 999 calls, with fewer than one in three typically relating to genuine emergencies involving immediate risk to life or property. In June, just 18 non-emergency calls – 0.1% – experienced a wait time of an hour or more, highlighting the force’s commitment to timely public service.

The meeting also covered the Call Back Assist feature for the 101 non-emergency line, which allows callers to request a callback rather than wait on hold during busy periods. This service is helping to reduce frustration and keep lines free for those in urgent need.

The Commissioner questioned the Chief Constable about the new force website and its online reporting tools for non-emergency issues. He was told the force receives over 50 online crime reports daily and is exploring ways to encourage greater public use of these digital channels.

Under the Government’s new Neighbourhood Policing Guarantee, the Constabulary now provides a named, contactable officer for every neighbourhood, with a guaranteed response to queries within 72 hours. This applies to concerns raised by both residents and businesses and will be monitored by the Commissioner.

As part of his Police and Crime Plan, the Commissioner tracks customer contact and recontact through Force Control Room data, including online reporting. He also scrutinises Constabulary performance in handling public contact and holds the force to account to ensure every victim of crime sees or speaks to a police officer, regardless of how they make contact.

Commissioner Grunshaw said: “The public expects a police service that is accessible and responsive. These figures show that Lancashire Constabulary is delivering on that expectation, even during peak periods, however, there is always more to do, particularly when we are still taking calls which are neither emergencies nor routine police work, and which would be better dealt with by other agencies.

“I urge everyone to use 999 responsibly and only in genuine emergencies—where there is an immediate threat to life, serious injury, or a crime in progress. Misuse of emergency lines can delay help for those who truly need it.

“Channel choice is increasingly important, and I’m pleased to see the improved online offer, allowing the public to report crime quickly and easily and contact their local policing team directly.

“As the public’s voice in policing, my Accountability Board plays a vital role in scrutinising performance and ensuring the force continues to meet the needs of our communities.”

Chief Constable Sacha Hatchett added: “I am proud of the dedication shown by our control room teams, who work around the clock to ensure the public can reach us when they need to. We continue to invest in technology and training to improve the service we provide, and we encourage people to use the most appropriate contact method for their needs.”