Consulting with Victims of Crime
Here at Northumbria Police we want to ensure we give you the best possible service. Every month, Northumbria Police staff working in the Public Insight Team call a selection of people who have reported crime or anti-social behaviour and ask them to take part in one of our victim surveys.
Q. Who is asked to take part?
A. We may call you because you have reported one of the following crimes or incidents:
hate crime (including racist incidents),
a road collision attended by the police,
or anti-social behaviour,
Q. How did you get my number?
A. You were selected at random from all the people who provided their telephone contact details when they called Northumbria Police.
Q. When will you call me?
A. How soon we call you after the crime or incident is reported will vary.
In some cases we want to speak to you about your initial views of the service you have experienced; so our telephone interviewers, at Northumbria Police Headquarters, will call you between 3 and 10 days after the crime or incident was reported.
In other cases we want your views on the whole experience so our telephone interviewers will call between 4 and 12 weeks after the crime or incident was reported.
Q. What happens if I am out when you call?
A. If you are out when we call, we will try you again at a different time of the day. Our telephone Contact Unit, within the Public Insight Team at Northumbria Police Headquarters is open weekdays (10am until 8:30pm Monday – Thursday or 10am until 5pm on a Friday) and at a weekend (10am until 6pm).
Q. How do I know the call is genuine?
A. The interviewer will always give you their name, tell you where they are calling from and explain why they are calling.
If you are still unsure if the call is genuine, the interviewer will offer you the Northumbria Police non emergency telephone number and their extension number so you can call our switchboard to check we are who we say we are.
Q. What if I don’t have time to take part right now?
A. We are happy to make an appointment to call you at a time that suits you.
Q. Do I have to take part?
A. No, but we do value your opinion and would like the opportunity to discuss the service you have received from the police to help us to improve in the future.
Q. What do you want to ask me?
A. The questions ask you about the quality of our service at every stage of the investigation, including:
The initial contact,
the arrival time,
actions taken by Northumbria Police at the scene,
keeping you informed,
how you were treated,
and how you feel about the whole experience.
The survey will not ask you for any details about the crime or the offender. All we need to know is what you thought of our service to you.
Q. What do you use the information for?
A. The answers you give us help us to improve the service we provide, especially if there is something more we could have done to help you. If you do still have any unanswered questions or concerns that you would like to discuss, we can also ask someone to contact you about these.
To view results from our surveys please visit the Surveys section of our website.
Q. Can you tell me what is happening in the investigation?
A. No, but we can contact officers on your behalf and ask them to get back to you.
Q. This page hasn’t answered my question, how do I get in contact with you?
A. You can contact us with any further queries by e-mail. A member of the research team will then reply to your message as soon as possible.
Or you can telephone 101, extension number 68951 (10am-8:30pm Monday to Thursday, 10am-5pm Fridays, 10am-6pm weekends).
Dated: 24 Apr 2012