09 We will provide you with the help you need.

• We provide a 24 hour police response;
• We provide visible policing services, including neighbourhood beat officers and police community support officers, in every neighbourhood in Leicester, Leicestershire and Rutland;
• We have enquiry offices at the majority of our local police stations;
• We have established partnerships with other agencies to enable us to deal with non-police incidents, such as noise and abandoned vehicles, appropriately;
• Family liaison officers are allocated to individual families/victims where appropriate;
• When attending incidents, police officers and scenes of crimes officers are equipped to provide crime prevention advice and information where appropriate;
• All of our front enquiry desks have an Induction Loop system and portable amplifier kits for people who may need additional help.

10 We will ensure that we properly understand what you are telling us.

• All of our front enquiry desks have an Induction Loop system and portable amplifier kits for people who may need additional help;
• We use our experience and knowledge from policing our diverse communities within Leicester, Leicestershire and Rutland to help us understand your local issues;
• Each of our three Basic Command Units has a Community Safety Bureau managed by an Inspector, to maintain and improve our community involvement.

11 We will explain how we are going to deal with your enquiry.

• We strive to explain how we are going to deal with your enquiry at the first point of contact;
• We publish a number of relevant policies within the document library on our website which can be downloaded for public viewing. Examples of such policies are Road Traffic Collision, Environmental and Health and Safety policies;
• Our correspondence contains the details of the investigating officer, reference number and information on how we intend to deal with your enquiry;
• We provide a nationally distributed Court Service Booklet which details what you can expect from a court visit;
• Regular assessment of quality of service and customer care given by call handlers is carried out to ensure best performance is undertaken;
• Call Management Centre staff have the opportunity to train for a National Vocational Qualification (NVQ) in Customer Service.

12 Wherever possible, we will provide you with a reference number.

• We give each crime reported a unique reference number (there are exceptions);
• We will take as many details as possible of the crime over the phone to allow officers to maximise their time spent investigating the circumstances of the crime. This is known as 'live crime recording' which has now been adopted by the Crime Bureau, giving victims of crime immediate access to crime prevention advice and relevant information;
• We give unique collision numbers each time a road traffic collision is reported, together with an information booklet whenever possible, so we deal more efficiently with any queries you may have;
• We allocate a unique incident reference number to every incident reported;
• We provide a unique complaint reference if a complaint is made;
• In every case we are able to provide you with the contact details of the officer or staff member dealing with your report.

13 Where your enquiry requires specialist knowledge or expertise, we will transfer you to the appropriate named person or department for your enquiry.

• Our internal computer systems assist call handling and enquiry office staff to identify the appropriate person to help you if we can't deal with your enquiry at first point of contact;
• We continually review and update our Intranet telephone directory to ensure that the contact number given to you relates to the person you require.

14 Where the appropriate person is not on duty and we cannot connect you, we will tell you of the delay and give you the opportunity to leave a message. You will also be made aware of the likely length of time that it will take before someone will respond to your message.

• We provide a voicemail facility on our telephones which allows you to leave a message. Emails and SMS (text) messages to airwave handsets, to signify that a voicemail message is waiting, are also in place;
• Call handling staff can also send email messages to the appropriate person.

15 If your enquiry is not an emergency but does require a police officer or other member of staff to visit you, we will arrange a suitable time with you. If something changes and we cannot keep to the arrangement we have made we will inform you at the earliest opportunity.

• Our aim is to provide you with an officer as soon as possible. All incidents are graded which, in turn, dictates the likely response time. Incidents of a higher priority take precedence;
• We have a Call Management Centre Service Delivery team in place to monitor incidents and action taken by the Force.

16 If your enquiry is about something the Police cannot deal with, we will tell you if there is another organisation that can help you and if so, how to get in touch with them.

• The Call Management Centre database enables our call handling staff to provide you with immediate and consistent help and advice in relation to a range of enquiries;
• The website provides a wide range of useful information and contact details for partner agencies. Police officers and front enquiry officers can also give advice and direct you to the appropriate contact.