POLICE chiefs in Cumbria have responded to claims that the 101 phone line system needs "urgent improvement", admitting the abandoned call rate is too high.

Figures show that almost one in four calls to the non-emergency number for Cumbria Constabulary are cut short by the caller hanging up.

Between October 2015 and May 2016 a total of 247,528 calls to 101 were made and 61,076 of these were recorded as abandoned - some 24.7 per cent.

The figures came to light from a Freedom of Information request and Tim Farron, MP for Westmorland and Lonsdale, believes "urgent improvement" is required from Cumbria police, saying the long waits on hold after calling 101 makes a "mockery" of the idea.

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Inspector Andy Wilkinson from Cumbria police. Photo: Stuart Walker Responding to the figures, Chief Inspector Andy Wilkinson said: "The abandoned call rate is currently at a higher level than desired. This has been previously identified and plans are already in place, with activity progressing to improve the situation from an abandoned call volume and public information perspective.

"In September Cumbria Constabulary introduced a new business model, establishing a Command and Control Room, which included changes to the way the call data is recorded.

"The figures in this FOI request reflect all non-emergency calls and not just those where a caller is waiting to speak to an officer in the CCR.

"The 101 automated response gives each caller a number of options, which includes details of how to report a crime online, contact officers, report lost and found property, contact custody suites or specific constabulary departments. Where a caller has listened to such a message and decides to hang up or does not subsequently connect, this would be recorded as an abandoned call."

The 101 line so 999 calls could be prioritised and report non-emergency crime like reporting thefts and criminal damage.

Breakdown of abandoned 101 calls

May 2016 – 9,646 out of 32,309 (29.9 per cent)

April – 7,365 out of 29,363 (25.1 per cent)

March – 7,665 out of 30,922 (24.8 per cent)

February – 5,595 out of 28,106 (19.9 per cent)

January – 5,234 out of 28,733 (18.8 per cent)

December 2015 – 10,142 out of 35,020 (29 per cent)

November – 6,832 out of 30,157 (22.7 per cent)

October – 8,597 out of 32,918 (26.1 per cent)

Total for these eight months – 61,076 out of 247,528 (24.7 per cent)