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.
Superintendent Gill Wootton is the head of CR&ED.
- On average, CR&ED staff currently receive 6,500 emergency (999) calls and 25,000 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 – eleven per cent of which are police officers.
- The department has a Business Support Group, based in Kidlington, and houses areas such as training, alarms administration, systems and duties management. The Business Support Group is also home to CR&ED's Operations team (including Airwave) and the office based research team (OBRT)
- CR&ED call handlers also receive emergency calls from other emergency services and alarm monitoring centers.
Control Rooms answer 999 emergency and 101 non emergency calls. Radio Operators handle the deployment of our frontline police officers throughout Thames Valley and manage incidents by monitoring and responding to events. 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, getting to you safely, and as quickly as possible.
Control Room facts
- 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) however they also handle emergency (999) calls. PEC’s create initial crime records by either receiving calls from officers at scene or talking directly with a victim or 3rd party. Partner agencies, such as, Social Services deal with PEC’s to initiate strategy meetings. Operators will receive reports via telephone and email.
- 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.
- Many calls to the non-emergency number actually require an emergency response.