Staffordshire Police hit by rise in complaints

In 2014 there were 1,118 complaints, up from 980 the year before - with the majority being about officers allegedly not following a case up properly or failing to update victims.

From October to December last year there were also 34 allegations that officers had assaulted someone, for example by using excessive force.

Chiefs say it is now much easier for people to lodge complaints - and they expect the number to continue to rise.

In 2014 there were 1,118 complaints recorded which is a 3.5 per cent increase on 2013.

A report by Chief Constable of Staffordshire Police Jane Sawyers as part of an annual review states: "There are more avenues and easier methods for members of the public to complain and increased recording of complaints by local policing teams following the supervisor briefings during November 2013.

"There will continue to be an increase in complaints over the coming six months based on the previous months."

From October to December last year there were 80 allegations classified as 'other neglect', which includes officers not being 'conscientious and diligent in the performance of their duties'.

And there were 50 reports of 'incivility' such as a report of an officer 'displaying an aggressive or unsympathetic manner'.

Thirty-four complaints were about alleged assaults, with an example given as using 'excess force at time of arrest, such as handcuffs being too tight'.

Another reason for the increase is a failure in resolving some of the issues by discussing them with the person who has complained, in a process known as 'service recovery'.

The force says it 'attempts to resolve these matters in a timely fashion to the satisfaction of the complainant in order to improve satisfaction levels'.

But the report adds: "An additional contributing factor for this increase is failed service recoveries.

"A service recovery fails to be resolved to the complainant's satisfaction then the report is subsequently reclassified as a local resolution or a complaint investigation as appropriate. This results in duplication and provides some explanation for the spike in data last quarter."

A force standards board has been formed to deal with any issues, while the performance and standards unit has 'communicated a significant education and engagement programme to advise officers/police staff about complaint themes and appropriate conduct' according to the report.

Some 32 staff are being recruited by the force in a bid to cut the amount of time it takes to answer non-emergency calls.

So far, 24 workers have been taken on by Staffordshire Police since November, and a further 32 call handler jobs are being created in the coming months. It will boost the total number of workers at the call centre by a fifth.

The average response time to the 101 number rose to six minutes in November from 60 seconds in February last year, but is now falling again.

Staff are based at a new control room at police headquarters in Stafford, rather than being spread across that site and at Hanley police station.

Chiefs launched the recruitment drive amid reports some people had wait up to 40 minutes for their phone call to be answered. One of the reason given for the delays was that staff needed to settle into the new centre's system – but police and crime commissioner Matthew Ellis said it was a 'real concern' and vowed to take urgent action.