Essex Police has been asked to make call handling improvements as a result of learning from an investigation by the Independent Office for Police Conduct (IOPC) into the circumstances surrounding the death of Suzanne Brown.
We have recommended Essex Police introduce a measure for control room staff to be notified when emergency calls go past their target response times, and they provide callers with an assigned grading and estimated police attendance time to urgent incidents, in line with national guidance.
Ms Brown died on 16 December 2017 in Braintree, Essex. She was killed by her partner, Jake Neate. At about 9.30pm on 15 December Mr Neate’s mother contacted Essex Police expressing concerns about her son and Ms Brown. Following a further call later the same evening to Essex Police by Mr Neate’s parents, officers arrived at the address shortly after midnight and discovered Ms Brown with serious injuries from which she later died. Mr Neate was arrested at the scene and was charged with murder. He was later deemed unfit to stand trial.
After a referral from Essex Police we began our independent investigation which examined how the force handled and graded the phone call made by Mrs Neate on 15 December 2017. We also investigated subsequent complaints received from Mr and Mrs Neate concerning the timeliness of the police response that evening, and to a call Jake Neate made earlier to Essex Police the day before the fatal incident.
We completed our investigations by June this year as part of our enquiries had to be put on hold so as not to prejudice separate proceedings against Mr Neate. On conclusion after considering the evidence, we found no case to answer for misconduct against individual call handlers or police officers involved in the response.
IOPC Regional Director Sarah Green, said:
“Our sympathies remain with the family of Suzanne Brown and all those affected by her tragic death. Our investigation found the initial call to the force control room had not been categorised correctly as a domestic incident. This meant associated processes, including risk questions being asked that may have aided the response, were not triggered.
“The call was graded as a ‘priority’, meaning a police response within 60 minutes, and not an ‘emergency’, which would have required a response within 15 minutes. The investigation found that the decision in relation to the grading based on the information known at the time by the call handler was consistent with local and national guidance.
“We identified there was no measure in place to highlight calls to control room staff which had exceeded their target response times and have asked the force to act on this learning.
“We have also recommended that Essex Police ensures its force control room staff provide callers with an associated grading and an estimated time for when officers will attend. This would bring the force in line with national guidelines.”
In this case the call was not allocated for officers to attend the Braintree address for over two hours. When the delay in allocating resources was noticed, following a further call to chase police attendance by Mr Neate’s father, it was then resourced. We found no evidence to suggest the delay was due to any intentional neglect of duties. We partly upheld the complaints made by Mr and Mrs Neate.
While we found no case to answer for misconduct, two members of staff operating in the control room have received management action over resourcing calls as their performance had not met expected standards. A further member of police staff from the force control room has also received management action in relation to asking sufficiently probing questions.
An inquest into Suzanne Brown’s death is due to be held in March 2020. We will consider publishing our investigation reports following the inquest. A Domestic Homicide Review is also being conducted.
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.
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This act sets out how the police complaints system operates.
How a police force is run, for example policing standards or policing policy.
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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.
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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.
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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.