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Standards of Service

GENERAL STANDARDS

WE AIM TO EXCEED PUBLIC EXPECTATIONS WITH THE LEVEL OF SERVICE WE DELIVER

  • We will be active, visible and approachable in our communities
  • We will present a smart and professional image
  • We will share information with other agencies to improve public safety and minimise risk
  • We will treat everyone according to their needs, maintaining confidentiality where appropriate

FIRST CONTACT

WE WILL AIM TO GET IT RIGHT FIRST TIME, EVERY TIME

  • We will answer 999 emergency telephone calls within 10 seconds and all other telephone calls within 40 seconds
  • You will always be dealt with by a named individual who will be courteous and attentive, seek to fully understand your enquiry and explain our response
  • If you need an officer to call on you, we will inform you what the response will be, indicate when they will be attending and keep you updated of any changes
  • If your enquiry requires a specialist response, we will arrange for that to occur and inform you what will happen
  • If applicable, we will provide you with a reference number which you may use if you need to contact us again about your enquiry
  • We will acknowledge all correspondence within 2 working days of receipt and at that time will advise you of our proposed actions and when we will write back with a more detailed response
  • If we are unable to provide a full response within the timescale given, we will update you on what action we have taken, the reason for the delay and provide a revised timescale for completion

OUR RESPONSE & ENQUIRY

WE WILL PROVIDE A PROFESSIONAL RESPONSE AND KEEP YOU INFORMED

  • We will investigate all crimes and offences in accordance with our Investigative Standards
  • We will provide an update on progress to those reporting crimes or incidents as soon as possible, and in any case, within 28 days of initial contact, advising of the final outcome of an enquiry when it is complete
  • When an offender has been detected, the investigating officer will decide on the appropriate action proportionate to the circumstances. This may include the provision of advice or warnings, the issuing of fixed penalty notices or the submission of reports to the Procurator Fiscal or to the Reporter to the Children’s Panel

COMPLETION

WE WILL FULLY COMPLETE ENQUIRIES, SUBMIT QUALITY REPORTS TIMEOUSLY AND PRESENT EVIDENCE COMPETENTLY

  • The officer reporting will be responsible for preparing and submitting quality reports
  • We will submit all prosecution reports to the Procurator Fiscal within 28 days of charge
  • We will work with other criminal justice partners to support vulnerable victims and witnesses through the legal process

COMPLAINTS

WE WILL DEAL OBJECTIVELY AND SENSITIVELY WITH ANY COMPLAINTS YOU HAVE ABOUT US AND ACTIVELY SEEK A POSITIVE RESOLUTION

 

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