Police Scotland should tell the public what service to expect when calling in “non-urgent matters” because control rooms across the country are being closed, the force’s inspector has said.
Her Majesty’s Inspectorate of Constabulary in Scotland also told top brass that clear guidance should be given to those working in call centres about the quality of service they should provide to the public and information should be published on how the standards are being met.
Glenrothes control room will close next March and Stirling will be wound up in December. Glasgow Pitt Street and Aberdeen will also shut next year, while Dumfries and Galloway has already gone.
Dundee was one of just four retained.
The trade union representing police staff, many of whom work as call handlers in control rooms, said the “box ticking” exercise would not help communities losing their local service.
Branch secretary George McIrvine said: “A huge amount of local knowledge is being lost because of these closures and communities will suffer as a result.
“Now, when a member of the public calls, they will be speaking to a central control centre many miles away. No amount of box ticking and standard setting can change that.”
Inspector of Constabulary in Scotland Derek Penman said: “Given the major changes to call-handling arrangements across Scotland and the rationalisation of police control rooms, we believe that information on the level of service that the public can expect to receive in relation to call handling should be developed by Police Scotland and made available publicly.”
Published on Monday, the Review of Legacy Inspection Recommendations said that only one of the nine historical recommendations covered by their review required further action.
Police Scotland Assistant Chief Constable Mike McCormick said: “Police Scotland welcomes the recognition that with one exception, all previous inspection recommendations are complete.
“The recommendation that Police Scotland should set out the standards of service the public can expect when telephoning the police is recognised as an appropriate course of action and one that fits with our own intentions linked to the integration and remodelling of our Contact, Command and Control arrangements.”