Devon and Cornwall Police: closure of cause of concern letter

Letter information

From
Andy Cooke QPM DL
His Majesty’s Chief Inspector of Constabulary
His Majesty’s Chief Inspector of Fire & Rescue Services

To
James Colwell
Acting Chief Constable
Devon and Cornwall Police

Cc
Alison Hernandez
Police and Crime Commissioner for Devon, Cornwall and the Isles of Scilly

Sent on
26 September 2024

Thank you for the thorough presentation and discussion at the Policing Performance Oversight Group (PPOG) on Tuesday 24 September.

I am pleased to let you know that I will be closing the force’s cause of concern regarding responding to the public. I will also outline the next steps in relation to the force’s remaining causes of concern.

Background

In our 2021–22 police effectiveness, efficiency and legitimacy (PEEL) inspection, we raised an area of concern regarding responding to the public. On 14 October 2022, we moved the force to our enhanced monitoring process, which is known as Engage. This was a result of two causes of concern relating to crime data integrity (CDI) and the management of sexual offenders, and the area of concern.

In December 2023, we closed the cause of concern regarding the management of sexual offenders. But our cause of concern for CDI and area of concern regarding responding to the public remained.

We carried out our final evidence gathering for our 2023–24 PEEL inspection between 5 and 23 February 2024. We found that CDI remained a cause of concern. We also found how the force responded to the public, and how it investigated crime, were causes of concern.

Cause of concern: responding to the public

The force needs to improve the time it takes to answer non-emergency calls

Our cause of concern regarding responding to the public had two accompanying recommendations:

Within three months, Devon and Cornwall Police should:

• improve its processes for answering non-emergency calls so that it answers them without unnecessary delay; and
• review its governance, oversight and data processes to understand why the rate of abandoned calls remains high.

We found that the force has improved how it governs and oversees the force control room. The force has continued to improve its year to date 101 abandonment rate. The most recent data provided by the force as of August 2024 stated that its abandonment rate was 27.1 percent. This shows how the force had made sustained improvements, including over the busy summer period.

I commend the force for the progress it has made in responding to the public. Although it still needs to make improvements in this area, the force has shown enough signs of progress to allow me to close this cause of concern.

However, as you recognise, the force needs to continue to improve its abandonment rates. And the force should continue focusing on responding to calls in a timely manner.

Cause of concern: crime data integrity

At the May 2024 PPOG, you told us that the timing of our fieldwork for our 2024 PEEL inspection didn’t allow you to demonstrate the full progress the force had made on CDI.

I took the decision as His Majesty’s Chief Inspector of Constabulary to delay publishing the CDI section of the force’s PEEL report. As the force was in our Engage phase, I requested further auditing to determine whether the force had made progress in CDI.

In our additional CDI audit, which covered January to March 2024, we found there had been some improvement in how the force records all crime and violent crime. But the force still needs to improve how it records rape offences and antisocial behaviour. On Friday 27 September 2024, I will re-issue Devon and Cornwall Police’s July 2024 PEEL report to include this graded judgment.

It is clear that the force has made progress in this area. However, as you acknowledge, there is more work for the force to do. As its performance in this area still requires improvement, our cause of concern remains.

We will revisit the force to review the progress it has made in this area in the coming months.

Cause of concern: investigating crime

The force needs to make sure it carries out effective investigations that lead to satisfactory results for victims

The force is developing and improving its approach to investigative standards under Project Synergy. It has reported some increases in positive outcomes, but the force still has more work to do.

We will revisit the force to review the progress it has made in this area in the coming months.

Conclusion

In conclusion, I am pleased that Devon and Cornwall Police is continuing to make progress. I am satisfied that it has made enough improvements in how it responds to the public, so I have closed this cause of concern.

But the force needs to continue making improvements. The force has two outstanding causes of concern in relation to CDI and investigating crime. I would encourage you to ask for and accept all offers of help to support the force’s progress in these areas.

I will continue to work with you on these causes of concern and I look forward to monitoring your continued progress ahead of the next PPOG.

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Devon and Cornwall Police: closure of cause of concern letter