National data released last week has revealed West Midlands Police is the best performing force amongst the metropolitan forces for answering 101 calls.

The service has heavily invested in staff and technology to give the best response to the non-emergency call service 101 across the West Midlands.

Assistant Chief Constable Matt Welsted is responsible for WMP’s Force Contact. He said: "These new figures show we are on the right track when it comes to delivering a stand-out service to the public who call us for help.

"This outstanding service the public are receiving is testament to the professionalism and dedication of our staff in Force Contact, who are ready round the clock to respond to a range of incidents.

"Getting the basics right, like answering calls quickly and effectively, helps our officers arrive earlier at crime scenes, arrest suspects and begin investigating sooner.” 

The force has updated our technology to unlock the power of AI to make sure vulnerable callers using 101 system are immediately through to our well trained and experienced staff.

All non-emergency calls are now analysed and those at risk of domestic violence or of harming themselves, or reports of missing children, are helped more quickly as a result of the new system.

This is unique capability and designed to maximise the opportunity to provide help and support to those who need it most. 

As well as identifying vulnerable people needing support, the system messages investigators with requests for updates from victims once the crime number and other personal details have been verified. 

Head of Force Contact Chief Superintendent Sally Simpson said: “Alongside our fantastic staff who answer calls for service, we have invested in cutting edge technology, better understanding the purpose of 101 calls and signposting callers to the right solution to meet their need. 

“What we are now seeing is sustained outstanding service to the public, even during the busiest periods.” 

Between May 2024 and April 2025,  93.4% of all 101 calls were answered within three minutes and with an average time to answer is 34 seconds. 

95.6% of 999 calls were answered within 10 seconds with an average time to answer of three seconds.

This performance is despite West Midlands Police receiving one of the highest call volumes of any other force.