Police aim to 'rebuild confidence' in reporting crime in Hartlepool - including new live chat system to encourage Millennials to contact force

Cleveland Police chiefs said they are bringing in new processes to help ensure all residents are confident in contacting them, while aiming to continue to reduce the number of abandoned calls to them.

Cllr Shane Moore, Hartlepool Borough Council leader, said the work being carried out is positive and will rebuild confidence with residents.

Inspector Mark Doherty, from the force control room, provided the update to the Safer Hartlepool Partnership at its latest meeting.

He said the work being carried out involves looking at ways to better serve communities, with the control room acting as a central hub.

He said: “Some of the new processes being brought in will enhance our ability to serve the public and continue making improvements on victim focus, and streamline our investigative processes.

“It won’t be a surprise I don’t think that mental health incidents and missing persons are a key area of demand, and we recognise that we haven’t moved with the times so we’re seeking to redress this, that will be done.

“There has been a reduction in the abandoned calls. It’s not an easy role, it’s a challenging role, but it’s one we’re committed to enhancing the service of.”

Other key areas which are being targeted by the team include having a media desk and live chat to communicate with residents, which they hope to implement in the near future.

Reaching out to Millennials

Inspector Doherty said: “It’s about reaching out, it’s about creating that ability for all people to contact us.

“Millennials are identified as a key group of people who don’t particularly like to talk on the phone; they’d rather chat via a messenger type service.

“We’ve also done some work in and around our hard to reach groups and that communication will be enhanced by the implementation of a live chat system.

“Essentially we’re a bit behind the times but we’re moving fast to get up to speed and certainly lead the way in terms of a media desk, so we can start bringing in those avenues of communication for people.”

Cllr Shane Moore, who chairs the Safer Hartlepool Partnership, praised the work being done in regards to reports of missing people, along with the steps being taken to ensure residents are confident in contacting police.

He said: “One of the most common complaints that I, and I know other members receive, is historically there’s a perception when a crime has been recorded some of them get lost in the system and there is no follow up.

“I’m hopeful this will be a positive step and you’ll be able to rebuild that confidence with some people who may have lost it.”

Chief Inspector Peter Graham added the progress made in the high pressure environment is ‘fantastic’ and will benefit Hartlepool.

He said: “It’s a real risk pressure environment and I know it’s difficult to work in there, so to make that sort of progress is fantastic and it’ll help the partnership.”

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