Using our Live Chat service

Real people, real support.

Did you know you can report non-emergency matters to us 24/7 on our Live Chat?

Live Chat is accessed from our main website – just click on the speech bubble. It allows you to send a message without waiting in a telephone queue, and it will be dealt with in the same way as if you phoned 101.

And you’ll be speaking to a human who can help, not a robot.

Live Chat is staffed by experienced Digital Contact Officers in our control room. They provide a dedicated specialist focus – but are also trained in wider contact management skills.

They triage each contact, identify the nature of the request, assess the level of urgency and determine the next course of action.

Most often, the service is used for reporting crimes that are not in progress, non-urgent requests for information, or general enquiries about police matters.

Live Chat can also translate messages into over 100 languages.

“Live Chat is a form of technology that people are comfortable using in other aspects of their lives, and it’s right that we’re available day and night, in line with other emergency services such as the NHS,” said Contact Centre Manager Stuart Chapman.

“It’s used for non-emergency reporting, and reduces pressure on out 101 lines, which allows those people who may not be as tech-savvy to get through to us by traditional means.

“Although it’s a non-emergency channel, we know for some people it might be the only way they can ask us for help – and they will be speaking to a real person.

“If someone is in immediate danger or harm or there is a crime in progress, our Digital Officers will make sure that the request is given the highest priority and actioned immediately.”

When you’re on our website, click on the speech bubble icon in the right-hand corner to access Live Chat.