Control Rooms and Enquiries
The Control Rooms and Enquiries Department (CR&ED) manages emergency (999) and non-emergency (101) calls and the deployment of our police officers.
CR&ED aims to provide a high-quality call handling, incident management, crime recording and initial investigation service.
- On average, CR&ED staff currently receive 6,500 emergency (999) calls and 21,000 non-emergency calls (101) every week.
- There are four main operation centres: the Control Rooms at Milton Keynes and Abingdon, and the Police Enquiry Centres (PECs) at Windsor, Kidlington and Milton Keynes.
- There are nearly 600 members of staff in the department – nine per cent of which are police officers.
Control Rooms handle 999 emergency calls and the deployment of our frontline police officers throughout Thames Valley. They operate a 24-hour system to handle a large number of incidents at any one time throughout the Force. This aims to ensure the safety of the public and our officers.
We aim to answer 999 calls within 10 seconds, deploying to emergencies immediately, giving an estimated time of arrival, getting to you safely, and as quickly as possible.
Control Room facts
- Emergency calls to police from other emergency services and alarm monitoring centres are also handled by Control Room staff.
- Control Rooms are equipped with the technology to operate as one virtual room. They also have mapping technology to allow Control Room staff to find locations quickly.
- Control Rooms can also deal with non-emergency calls at times of high demand.
Police Enquiry Centres (PECs)
Police Enquiry Centres (PECs) take the majority of non-emergency calls from the public on the Force’s non-emergency number (101).
- Calls are recorded for action and/or further investigation. The incident ‘logs’ are then sent electronically and securely to either of the Control Rooms. From here, police officers are dispatched to attend or Thames Valley Police departments are notified to undertake further investigations.
- There are three PECs – in Kidlington, Windsor and Milton Keynes – but, in practice, they operate as a ‘virtual room’, staffed to provide 24-hour cover every day of the year.
- PECs have mapping technology available which allows PEC staff to find locations quickly.
- At times of high demand, the PECs also handle emergency calls. Many calls to the non-emergency number actually require an emergency response – PEC operators are trained to assess and respond to these appropriately.