The Force Contact and Control Centre

When staff at the Kent Police Force Contact and Control Centre pick up the phone they have no idea who’s on the other end of the line.

It could be someone who simply wants to report an abandoned car or someone who’s just been seriously assaulted. The caller could be phoning to report a major incident, a crime in progress or perhaps a motorway crash.

Handling emergency calls is unpredictable, challenging and worthwhile

But whatever it is about the listening skills and calm approach of the call handlers ensure the person is given the help they need - and in some cases the advice given over the phone could help save someone’s life.

For staff at the centre their work is unpredictable and sometime challenging - but it is always very worthwhile.

The calls we receive

Kent Police receives an average of 700 to 800 emergency calls a day - which are all dealt with at its Force Contact and Control Centre.

Alongside emergencies the centre takes a further 1,000 to 1,200 non emergency calls a day and these can range from people seeking advice on legislation to those phoning in with information to assist the police.

The nature of the calls we receive

One recent call on the non-emergency line was to report a man walking along Medway High Street with a snake around his neck.

Other calls might be about suspicious people, cars, or events, anti-social behaviour or a road traffic collision. There are sometimes calls reporting problems such as water leaks in which case the caller is advised it is not a police matter and is pointed in the right direction for their problem.

We're open all day, every day

The Force Contact and Control Centre is based in Maidstone and is open 24 hours a day, seven days a week, 365 days a year.

The centre is divided into sections to reflect the six policing areas in Kent: south Kent, east Kent, mid Kent, west Kent, north Kent and Medway.

Chief Inspector of operations at the Force Contact and Control Centre Nicola Faulconbridge said: 'We are always busy, but the peak times for us are between 8am and 10am and from 4pm through until midnight.

'Weekends and Bank Holidays are always busier than other days and we always receive more calls during school holidays, at New Year, Halloween and during the fireworks season.

'We don’t get a lot of nuisance or hoax 999 calls, but when we do these callers could be putting other people’s lives at risk.'

Watch our video on hoax calls and the consequences

The amount of calls to the centre has increased alongside mobile phone ownership. Whereas years ago one person might have stopped at a phone box to report a road accident to the Police now it is more like 30 to 40 calls all at once from people passing by, using their mobile phones.

Chief Inspector Faulconbridge said: 'All calls are valuable, as the callers are possibly witnesses to what happened.'

How to contact us

All emergency calls to Kent Police should be made by dialling 999. An emergency call is when there is a crime in progress or a life at risk.

All other calls and enquiries should be made to 01622 690690. Find out about other ways to contact us.