Police 999 call numbers up despite digital focus

A police force has seen an increase in the number of 999 calls it receives, despite more of a focus on digital communications.

Suffolk Police figures for 2025 show that 115,065 emergency calls were made to the force, up from 111,968 the year before.

Meanwhile, it had seen a 39% increase in the number of live chat enquiries compared to the year before, while the number of 101 calls had reduced by 2.3% since 2023.

Det Supt Matt Bodmer said the investment in the force's online services has made contacting the force "more flexible and accessible".

According to the force's figures, more than 91% of last year's 999 calls were answered within the national expected timeframe of 10 seconds.

The year before, nearly 91% were answered in that time.

Almost 19,200 live chat conversations were answered last year, up from just under 13,800 in 2024 and around 6,640 in 2023, when the service was still in a soft-launch phase.

Live chat enquiries last year were responded to within an average of nine seconds, and while the tool is for non-emergency enquiries, it gives the public a chance to ask for advice or obtain updates to existing incidents.

The force said the rise in digital enquiries had been supported by the introduction of its Digi Desk, which launched in 2024 and is funded through the Police & Crime Commissioner's precept investment.

It forms a key part of the force's transformation process to modernise services, improve accessibility and strengthen public confidence, it said.

Bodmer said the force's online channels were there to "complement" traditional telephone contact.

"The figures from 2025 reflect both the evolving expectations of the public and our determination to deliver modern and responsive services while maintaining high standards in emergency call handling," he added.

Police and Crime Commissioner for Suffolk Tim Passmore said it was "very pleasing" to see investment in the control room was "paying dividends".

"The very positive feedback from those using the Digi-desk and the live-chat clearly demonstrates that the precept investment from our increased council tax really does make a difference to the police service we receive," he said.

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