With domestic abuse reports increasing during the COVID-19 lockdown, the Independent Office for Police Conduct (IOPC) is concerned that people in danger may not be aware of a potentially life-saving service.
The Silent Solution system – overseen by the National Police Chiefs’ Council (NPCC) - enables a 999 mobile caller who is unable to make a noise or speak, to press 55 when prompted to inform police they are in a genuine emergency.
Last year the IOPC launched a campaign to promote the service with support from the National Police Chiefs’ Council, Women’s Aid and Welsh Women’s Aid. Updated IOPC graphics are being shared with police forces, domestic abuse charities and local government authorities to help share the important public information further at this critical time. Copies of the new graphics in English and Welsh can be downloaded from the IOPC website.
While the ‘Make Yourself Heard’ campaign reached more than 16 million people via media and social media, there remains a need to continually promote awareness of the service.
Of the 20,000 silent 999 calls made a day, around 5,000 are transferred to the Silent Solution system with the 55 instruction detected roughly only 50 times.
IOPC Director General Michael Lockwood said: “Domestic abuse charities are reporting increased demand for their services since the start of COVID-19 restrictions and we are concerned that people at risk may be less able to make an emergency phone call in lockdown.
“If you’re in danger, call 999, listen and respond to questions and instructions and make yourself heard by coughing, tapping the handset or once prompted by the automated system, by pressing 55. Police will do their best to respond.
“No-one should have to live with domestic abuse and it is never OK. Knowing what to do to make yourself heard if you’re in danger could be life-saving, so we’re encouraging as many people as possible to share this important information.”
NPCC lead for domestic abuse, Deputy Chief Constable Louisa Rolfe, has stressed that officers will still attend calls for help and arrest perpetrators despite the additional pressures on police as a result of the COVID-19 restrictions.
People facing violence or controlling behaviour at home should still make a report to police or seek advice and support from a local domestic abuse service.
The Home Secretary recently announced a campaign, #YouAreNotAlone, to reassure those affected by domestic abuse that support services remain available during this difficult time.
If you need support, in England, call the freephone, 24 hour National Domestic Abuse Helpline 0808 2000 247 or visit www.nationaldahelpline.org.uk. Women's Aid also have a live chat service available on their website at www.womensaid.org.uk
In Wales, call Live Fear Free Helpline 0808 80 10 800 or visit https://www.welshwomensaid.org.uk/what-we-do/our-services/live-fear-free-helpline/
The Silent Solution system filters out thousands of accidental or hoax silent 999 calls made daily. Around 50 emergency calls from mobiles a day are transferred by a BT operator to police forces in the UK as a result of someone having pressed 55 when prompted, enabling the police to carry out urgent enquiries to respond.
The Make Yourself Heard campaign was first launched last year with graphics, a poster and a ‘How to Guide’, which were shared widely to raise awareness of the Silent Solution system and help debunk the myth that a silent call by itself will automatically bring help.
The campaign was developed in response to a 2016 investigation where we looked at Devon and Cornwall Police’s contact with Kerry Power, a woman who was tragically murdered by her partner, and who wrongly thought that police had her number and if she made a silent 999 call, they would know to come. The learning from the investigation highlighted the need for greater public awareness and resulted in the campaign being developed with support of the NPCC and Women’s Aid last year.
An act of parliament that provides the core framework of police powers to combat crime and provide codes of practice for the exercise of these powers.
Leads and manages the development of the police service in England, Wales and Northern Ireland.
The body that represents the interests of all police constables, sergeants, and inspectors.
Deals with someone’s inability or failure to perform to a satisfactory level, but without breaching the Standards of Professional Behaviour.
Focuses on putting an issue right and preventing it from happening again by encouraging those involved to reflect on their actions and learn. It is not a disciplinary process or a disciplinary outcome.
Department within a police force that deals with complaints and conduct matters.
Refers to lower-level misconduct or performance-related issues, which are dealt with in a proportionate and constructive manner.
This means doing what is appropriate in the circumstances, taking into account the facts and the context in which the complaint has been raised, within the framework of legislation and guidance.
The average is calculated using the individual results of the forces in that most similar force group.
An investigation carried out by IOPC staff.
Carried out by the police under their own direction and control. The IOPC sets the terms of reference and receives the investigation report when it is complete. Complainants have a right of appeal following a supervised investigation (unless it is an investigation into a direction and control matter).
This act sets out how the police complaints system operates.
How a police force is run, for example policing standards or policing policy.
An investigation carried out by the police under the direction and control of the IOPC.
The organisation that is responsible for assessing how to deal with a complaint. For example – whether it can be handled locally or reaches the criteria for referral to the IOPC. The appropriate authority may be the chief officer of the police force or the PCC for the force. If a complaint investigation finds that someone has a case to answer for misconduct, the appropriate authority is responsible for arranging any misconduct proceedings. If you make a complaint, the appropriate authority for your case will contact you.
An intelligence-led agency with law enforcement powers, it is also responsible for reducing the harm that is caused to people and communities by serious organised crime.
Policing bodies include police and crime commissioners, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
Investigations carried out entirely by the police. Complainants have a right of appeal following a local investigation (unless it is an investigation into a direction and control matter).
IOPC guidance to the police service and police authorities on the handling of complaints.
A complaint or recordable conduct matter that doesn’t need to be referred to the IOPC, but where the seriousness or circumstances justifies referral.
Parameters within which an investigation is conducted.
A person is adversely affected if he or she suffers any form of loss or damage, distress or inconvenience, if he or she is put in danger or is otherwise unduly put at risk of being adversely affected.
This is where a manager deals with the way someone has behaved. It can include: showing the police officer or member of staff how their behaviour fell short of expectations set out in the Standards of Professional Behaviour; identifying expectations for future conduct; or addressing any underlying causes of misconduct.
This could be the Police and Crime Commissioner, the Common Council for the City of London, or the Mayor's Office for Policing and Crime.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and an explanation, an apology, or a meeting between the complainant and the officer involved.
A flexible process for dealing with complaints that can be adapted to the needs of the complainant. It may involve, for example, providing information and an explanation, an apology, or a meeting between the complainant and the officer involved.
A breach of standards of professional behaviour by police officers or staff so serious it could justify their dismissal.
A matter where no complaint has been received, but where there is an indication that a person serving with the police may have committed a criminal offence or behaved in a manner that would justify disciplinary proceedings.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
Quarter 1 covers 1 April - 30 June
Quarter 2 covers 1 April - 30 September
Quarter 3 covers 1 April - 31 December
Quarter 4 covers the full financial year (1 April - 31 March).
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
Used to house anyone who has been detained.
Complainants have the right to appeal to the IOPC if a police force did not record their complaint or notify the correct police force if it was made originally to the wrong force.
The purpose of an investigation is to establish the facts behind a complaint, conduct matter, or DSI matter and reach conclusions. An investigator looks into matters and produces a report that sets out and analyses the evidence. There are three types of investigations: local, directed and independent.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
A person who makes a complaint about the conduct of someone serving with the police.
The ending of an ongoing investigation into a complaint, conduct matter or DSI matter. An investigation may only be discontinued if it meets one or more of the grounds for discontinuance set out in law.
List of officers and staff who have been dismissed from policing, or would have been if they had not retired or resigned.
The type of behaviour being complained about. A single complaint case can have one or many allegations attached.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
An independent judicial officer, the coroner enquires into deaths reported to him/her.
A breach of the Standards of Professional Behaviour that would justify at least a written warning.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
A record is made of a complaint, giving it formal status as a complaint under the Police Reform Act 2002.
This is a format where information is written in plain English and short sentences.
The IOPC must be notified about specific types of complaint or incidents to be able to decide how they should be dealt with.
No further action may be taken with regard to a complaint if the complainant decides to retract their allegation(s).
Casework involves assessing appeals. Casework staff also have a role in overseeing the police complaints system to help ensure police forces handle complaints in the best possible way.
Disapplication means that a police force may handle a complaint in whatever way it thinks fit, including not dealing with it under complaints legislation. This may only happen in certain circumstances where the complaint fits one or more of the grounds for disapplication set out in law.
Conduct includes acts, omissions, statements and decisions (whether actual, alleged or inferred). For example: language used and the manner or tone of communications.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
You can request a review/appeal if you’re not satisfied with how your complaint has been handled.
