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Suffolk Constabulary sees significant uplift in digital contact, as 999 maintains strong performance
Suffolk Constabulary has released its 2025 Contact and Control Room (CCR) figures, which indicates a strong performance across both emergency and non-emergency communication, and a continued commitment to ensure the public can access policing quickly and effectively.
Emergency contact performance has remained strong, with more than 115,000 calls made to 999 last year – a slight increase to the year before - and more than 91% of these were answered within the nationally expected timeframe. This is consistent with the nearly 91% achieved in 2024. Digital contact has shown the most notable growth, with a 39% increase in Live Chat enquiries in 2025 compared with the year before.
Live Chat is not a crime-reporting tool; instead, it is designed for non-emergency enquiries and offers a convenient way for the public to ask for advice, seek guidance or obtain updates to existing incidents. 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. The rise in Live Chat enquiries has been supported by the introduction of the constabulary’s Digital Public Contact Engagement Desk, or ‘Digi Desk’, which was launched in March 2024.
Funded through the Police & Crime Commissioner’s precept investment, the Digi Desk forms a key part of the constabulary’s transformation process to modernise services, improve accessibility and strengthen public confidence. Live Chat operates every day between 8am and 9:30pm and enquiries in 2025 were responded to within an average of nine seconds, with 92% of surveyed users saying they would recommend the service.
Alongside Live Chat, the Digi Desk team also triages online forms from the force website, manages emails from partner agencies and monitors comments and direct messages on the constabulary’s Facebook and X pages.
Engagement with the constabulary’s website and social media channels has continued to grow, with online reports from the public increasing to almost 17,200 in 2025, compared with just over 10,800 in 2024. This shift towards digital communication is reflected in the gradual reduction in 101 call volumes, which have dropped by 2.3% since 2023, indicating a deliberate move towards online options for non-urgent matters.
As part of the wider transformation programme, the constabulary also introduced additional digital services to support vulnerable people. In spring 2024, the Domestic Abuse Video Response Team (DAVR) was introduced, giving victims of domestic abuse the option of speaking remotely with a police officer via a secure video link. This allows for initial details and evidence to be gathered quickly, providing a prompt and discreet response for those who may not feel safe or able to speak by phone.
Detective Superintendent Matt Bodmer said: “The development of the Digi Desk and investment in online services have made contacting Suffolk police for non-urgent matters more flexible and accessible for the public.
“Our online channels are there to complement traditional telephone contact, giving our communities more choice in how they report concerns, ask for advice or share information, at a time and place that is convenient for them. As a constabulary we remain committed to ensuring our contact services are efficient, easy to use and accessible to everyone. The figures from 2025 reflects both the evolving expectations of the public and our determination to deliver modern and responsive services while maintaining high standards in emergency call handling.”
Police and Crime Commissioner Tim Passmore said: “It is very pleasing to see the significant investment in the control room is paying dividends. I was clear when I increased the policing precept back in 2022/23 I expected to see a marked improvement in the 101 service. I’m pleased to report there has been a continued improvement over these past four years when an additional 27 call-takers joined the control room.
“How we engage with each other has transformed dramatically over the past decade, with many of us using digital media rather than talking over the phone. The Digi Desk is now firmly established and is allowing the public to engage with the Constabulary for non-emergency enquiries in the format that suits them best. The very positive feedback from those using the Digi-desk and the live-chat clearly demonstrate that the precept investment from our increased council tax really does make a difference to the police service we receive."
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The 2024/25 Annual Report of the Suffolk Police and Crime Panel has now been published, and is available on the County Council’s website at the following link: Suffolk-PCP-Annual-Report-2024-2025. The report gives an overview of the work of the Panel over the previous year.
Providing better service, better value - these are two main benefits from Suffolk Police’s Digi Desk, which provides a faster and more convenient service for those people not requiring an emergency response but who want to get in touch at a time that suits them. The new focus on social media and website is becoming even more efficient as the small team faces an ever-growing demand. It all goes to show big is not always best. The past 12 months have seen a 133% increase in live chat demand and has cut average waiting times from 26 seconds to 9 seconds. Unsurprisingly, this is meeting with public approval, with 91% of users being positive about the service and 83% labelling it “very good”. The Digi Desk – Digital Public Contact and Engagement Desk - was unveiled in March 2024 with the financial support of the Police and Crime Commissioner and is staffed every day between 7am and 10pm to help members of the public who find it easier to get in touch outside more traditional working hours. The team triages a number of different forms from the Force’s website, manages emails from partner agencies and monitors comments and direct messages on the Constabulary’s Facebook and X pages. It also responds in real time to Live Chat enquiries every day between 8am and 9:30pm. Although social media and Live Chat are not a reporting tool, the new digital desk offers an improved service to members of the public who wish to engage with Suffolk Police through digital means for general enquiries, advice or support for any non-urgent concerns or policing matters. The number of 999 calls received by the CCR has increased by almost 30% over the past three years, from an average of 8,645 per month in 2019 to an average of 11,141 per month in 2023. Assistant Chief Constable Eamonn Bridger said: “Technology enables us to improve the way we communicate with the public but it relies on the skills of our small team to make it work so successfully. Thanks to them Suffolk Constabulary is now more flexible, responsible and efficient – vital when the demand for our services and assistance has been growing across the county. Key performance indicators back this up – lower wait times and abandonment rates and high satisfaction scores is evidence of the Digi Desk’s efficiency and effectiveness.” The Digi Desk and Control Room improvements were made possible by a £1.2 million investment from Suffolk’s Police and Crime Commissioner’s council tax precept in 2023. Police and Crime Commissioner Tim Passmore said: “How we engage with each other has transformed dramatically over the past decade, with many of us using digital media rather than talking over the phone. The Digi Desk is now firmly established and is allowing the public to engage with the Constabulary for non-emergency enquiries in the format that suits them best. The very positive feedback from those using the digi-desk clearly demonstrate that the precept investment from our increased council tax really does make a difference to the police service we receive." To report something, visit www.suffolk.police.uk/tell-us For advice regarding crime prevention, anti-social behaviour, animal protection and many other matters, visit: www.suffolk.police.uk/advice/advice-and-information/ |
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Crime prevention advice can be found here |
Suffolk Constabulary relaunches Suffolk SAFEKey |
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Did you know that we offer a service that helps you, the police and Suffolk Communities all from as little as £1 a month. What would you do if you lost your keys? Every year thousands of keys are lost, stolen or misplaced and cannot be returned to their rightful owners as it is not known who they belong to. Suffolk Police operate Suffolk SAFEKey to provide recovery, and assistance should you lose your keys, as well as allowing Suffolk Police to access Suffolk properties in the event of an incident occurring whilst you are away. You can read more about this service by clicking on this link. |
Suffolk Constabulary launches new video to warn of the dangers courier fraud
Do you know about courier fraud? Millions of pounds are lost each year to these scams. Suffolk Constabulary has created an animated video to try and make people aware of the dangers of courier fraud, the signs to look out for and how you can protect yourself, your family and your friends.
Between April 2024 and March 2025 there were 43 reports of courier fraud offences in Suffolk. In total victims lost £364,763, with an average loss of £8,482.
Courier fraud occurs when people are contacted by people pretending to be police officers or bank officials and duped into handing over money, valuables or bank cards, which are collected from their home address, often by couriers. The criminals use a variety of different tactics, often claiming that there is a problem with your account and they need your help to catch the real criminals.
The victim may also be encouraged into handing over their bank cards, bank details and PINs, as well as handing over or buying high value items such as jewellery, watches and gold.
Older people are sadly the most likely to be targeted by criminals carrying out courier fraud.
Examples of courier fraud include:
A scammer calling you, claiming to be from your bank or a police officer. They tell you either that:
- a fraudulent payment has been spotted on your card that needs sorting out
- someone has been arrested using your details and cards
You may be asked to call your bank using the phone number on the back of your card. This convinces you that the call is genuine. But the scammer has kept the line open at their end, so when you make the call, you're unknowingly connected straight back to them or their friends.
They’ll either ask you for your PIN or ask you to key it into your phone. No bank or other legitimate service will ever ask you for your PIN.
The scammer then sends a courier or taxi to pick up the card from your home. Even the driver may not know they’re being used as part of the scam.
Once the scammer has both your card and PIN they can spend your money.
A different version of this scam is where you’re contacted and told there’s a corrupt member of staff at your bank, post office or bureau de change and the police need your help to identify them.
They ask you to withdraw a large sum of your money, which the police or bank will mark, then put back into the banking system. They say this will help them identify the corrupt person. Once you hand the cash over, the scammers simply take it.
Victims are sometimes asked to meet the ‘couriers’ in public places such as supermarkets or retail parks.
Another example is when a fake police officer phones or approaches you and asks you to buy an expensive watch or other high-value item, to try to find out if counterfeit goods are being sold.
Once you’ve bought the item, the scammer tells you to hand it to a taxi driver for transfer to the police. The expensive item is, of course, taken instead to the scammer’s partner.
The latest variation is where the scammer contacts you and says your bank account has been taken over and you need to transfer all the funds into a ‘safe account’. Of course, the new account is operated by the scammers, who then steal the funds.
Victims are not just elderly or vulnerable people. Those responsible are professionals, they know what to say and are very convincing.
Police officers will never:
- Ask for bank details or PINs
- Request cash or bank card handovers to couriers
- Demand money transfers to other accounts
- Ask for payment of fines or fees over the phone
- Request access to your computer or passwords
- Ask you to 'assist' in an investigation by doing any of the above
Police are urging residents to share this warning with elderly and vulnerable family members, friends and neighbours – but stress that anyone can fall victim to these sophisticated scams.
If you know of anyone that you feel might be susceptible to this, please help ensure they are aware of the dangers and consider measures such as call blockers.
If you have any concerns or feel you or someone you know may have been targeted, please report it.
Reports can be made to both the police and to Action Fraud, while further advice on this and other scams is available on the Action Fraud website.
Please find the below links to Vimeo and YouTube to view/download the video.
https://vimeo.com/1099637690?share=copy
Suffolk figures show county is still one of the safest places to live (Update Feb 2026)Suffolk remains in the top three counties in England and Wales where people are least likely to be victims of crime, according to figures released by the Office of National Statistics (ONS). The total recorded crime covering the 12 months to the end of September 2025 show that there were 55.5 crimes per 1000 people*, a decrease of 4.1% compared to the previous 12 months. Nationally, there was a reduction in crime of -1.6% for England and Wales. Based on the ONS figures, Suffolk Constabulary remains ranked third for the lowest levels of recorded crime in the country for the sixth consecutive quarter. Deputy Chief Constable Dan Vajzovic said: “Whilst these figures continue to make for pleasing reading, demonstrating that we are a high performing organisation, it is important to make clear that for the victim of every crime committed they will be experiencing personal distress, upset and trauma. If you have been the victim of crime my sympathies are with you and we remain determined to give a high level of service to victims. We need to remember that crime statistics don’t give the full picture of a local policing service. However, we continue to serve our communities with courage, professionalism and compassion, delivering a first-class service and we strive to continue to improve, to work hard to keep the people of Suffolk safe and to solve crime and catch criminals.” Burglary, theft from person, public order, criminal damage, vehicle offences and sexual offences were among the crime types that saw a decline. Robbery, possession of weapons and shoplifting all saw rises. DCC Vajzovic added: “We constantly keep crime trends under review to ensure we deploy our resources effectively based on threat, harm, risk and the investigative opportunities presented to us and we will always endeavour to respond effectively, prioritising crime in progress or danger to people. "Robbery has seen an increase and this is likely due to changes in crime recording. As of 1st April 2025 the Home Office counting rules have provided a change of emphasis for crime recording when violence has been used in order to complete a theft. Therefore, when violence is used up until the point an item is stolen, police will now record a robbery as opposed to a theft (shoplifting) and assault. Shoplifting still provides us with challenges to address and these figures and trends remain under close scrutiny for us. It is a crime whatever the value of the item stolen and can result in a criminal conviction, which can have a serious impact on someone’s life. We understand this this behaviour is simply unacceptable as it ultimately can threaten the future of the business affected. Our officers use powers under the Anti-Social Behaviour Act to tackle persistent offenders using Community Protection Notices and Criminal Behaviour Orders. In addition, our Design Out Crime Officer provide crime prevention advice to many of the shops and business networks in our town centres regarding what they can do to reduce theft. We never forget how precious the trust and confidence that the public put in us is and we continue to work tirelessly to the benefit of our communities. The response we receive each time we appeal for help to prevent crime or catch criminals is really important to us.” The force saw a 6.8% increase in possession of weapons offences and a 11.8% increase in knife crime. This is set against a 3.9% reduction in violence against the person and a 3.9% drop violence with injury. Suffolk Constabulary continues to take a proactive, intelligence led approach to tackling weapon related crime, including the use of Clear, Hold, Build methodologies to identify and target individuals who carry offensive weapons. In addition, the constabulary works closely with partners across education, health and community services to prevent weapon carrying through early intervention, diversion, and targeted education programmes. Suffolk Police and Crime Commissioner Tim Passmore said: “Suffolk Constabulary will be the envy of forces across the country as the county remains one of the safest places in which to live, work, travel and invest. To be ranked third for the lowest levels of recorded crime in England and Wales for six consecutive quarters is a tremendous achievement and I’d like to thank officers, staff and volunteers for their unstinting commitment to maintain this favourable position. The decrease of some crime types is very encouraging but it is important not to be complacent. The stats show more needs to be done to reduce levels of robbery, possession of weapons and shoplifting, and I will be monitoring this through my accountability and performance meetings where I discuss performance with the Chief Constable. Suffolk Constabulary is a good force but is also one of the lowest-funded forces in the country. It continues to punch well above its weight in the national arena, ‘and we should all be pleased and reassured by this.” |
You can sign up to get free alerts and other information direct from the Police. It’s a free e-mailing service, providing relevant information to subscribers according to the type of subjects they have indicated they’re interested in via the following link: Suffolk Police Connect. - See the new information at the top of the page on how this service is being changed. Updated October 2025.
Non-Emergency Reporting - Report an incident or crime to Police including Anti-Social Behaviour - 1. Report something | Suffolk Constabulary
Contacting the Police – multiple online options of how to contact police for different advice or incidents - Contact us | Suffolk Constabulary
Police Connect – Police Connect is a messaging service connecting you to the very latest policing news for your area via e-mail. This is a Free Service (I usually advertise my Events and Street Meets on here.) - 11. Police Connect Sign Up | Suffolk Constabulary
Community Speedwatch - The Community Speed watch programme empowers communities to play an active role alongside the Safety Camera Partnership in tackling the problems of speeding in their neighbourhood.- Community Speed Watch | Suffolk Constabulary
Police UK – The National Website for Policing in England , Wales and Northern Ireland where you can search for your local area policing statistics and crime maps - Home | Police.uk (www.police.uk)
1st Principle – A-Z of crime prevention , printable leaflets that can also be viewed online. - Crime Prevention Advice - First Principle | Suffolk Constabulary
Your area – Where you can access details of the Safer Neighbourhood Team Officers and information for your local area. - Your area | Suffolk Constabulary
Last but not least if you are on Twitter or Facebook you will find your local policing posts under – HalesworthPolice