Wiltshire Police’s emergency and non-emergency call handlers have answered more than 237,000 calls since November 2025, as new figures reveal increasing pressure on the force’s control room staff.
The figures have been released to mark International Control Room Week 2026, which runs from Monday 26 October to Sunday 1 November.
According to Wiltshire Police, its Contact Management Team has answered 116,968 emergency 999 calls and 120,233 non-emergency 101 calls since last November.
That represents a combined total of 237,201 calls, highlighting the volume of incidents, concerns and requests for police assistance being handled by staff across the county.
The force has also revealed that demand for its 999 service increased by 7.4% in June compared with the same month in the previous year.
During one particularly busy week in June, emergency call volumes exceeded those experienced on New Year’s Eve 2025 on three separate days.
Behind the Scenes of Wiltshire’s Police Control Room
While police officers are often seen responding to emergencies across Wiltshire, the staff answering calls and coordinating incidents play a vital role behind the scenes.
Contact Centre Operators are frequently the first people members of the public speak to when reporting serious incidents or seeking urgent assistance.
Their responsibilities include assessing the circumstances of calls, identifying potential risks and ensuring that the appropriate police response is arranged.
They also help ensure that vulnerable people and victims of crime receive suitable safeguarding support.
Wiltshire Police says no two shifts are the same, with staff required to respond to a wide range of situations.
These can include missing-person reports, serious road traffic collisions, crimes taking place and people experiencing mental health crises.
Emergency 999 Calls Increase by 7.4%
The figures highlight growing demand for emergency police assistance.
Wiltshire Police reported a 7.4% year-on-year increase in 999 calls during June 2026.
On three days during a single week that month, demand exceeded the volume of emergency calls recorded on New Year’s Eve 2025.
The force has not suggested that every emergency call resulted in officers being deployed, as control room staff must assess each incident and determine the appropriate response.
Nevertheless, the figures demonstrate the sustained pressure facing those responsible for taking calls and coordinating police resources.
More Than 237,000 Calls Answered
Figures released by Wiltshire Police provide a breakdown of the calls handled since November 2025.
- 999 emergency calls: 116,968
- 101 non-emergency calls: 120,233
- Combined total: 237,201
- Increase in June 999 demand: 7.4% compared with June 2025
The statistics cover calls answered by the Contact Management Team, rather than the number of separate crimes or incidents recorded.
They illustrate the scale of the work undertaken by staff providing round-the-clock support to the public.
Police Manager Praises Dedicated Staff
Nicola West, Wiltshire Police’s Contact Management Operations Manager, paid tribute to colleagues working within the team.
She thanked staff for their commitment and acknowledged the difficult circumstances they frequently encounter.
Ms West said:
“I would like to place on record my sincere thanks to the Contact Management Team for their hard work and dedication over the past year.”
She explained that control room staff are regularly required to make decisions in demanding circumstances.
A single shift, she said, could involve dealing with a missing person, a serious collision, a crime in progress or a mental health emergency.
Such incidents require careful risk assessment and decisions about how police resources should be used.
International Control Room Week Recognises Unsung Emergency Workers
International Control Room Week is an opportunity to recognise the people working behind the scenes to support emergency services.
For Wiltshire Police, the awareness week highlights the contribution of staff who answer urgent calls and help coordinate the force’s response to incidents.
Contact Management personnel are responsible for handling calls from members of the public, identifying risks and ensuring that critical information reaches the appropriate teams.
Their work can involve making difficult decisions while speaking to people who may be frightened, distressed or in immediate danger.
The force says the team remains available day and night to support those who need assistance.
Wiltshire Police Recruiting New Call Handlers
Alongside its recognition of existing staff, Wiltshire Police is encouraging people interested in emergency service communications to consider joining its Contact Management Team.
The force is recruiting Contact Centre Operators.
The role involves handling emergency and non-emergency calls, evaluating information and supporting police responses to incidents.
Those interested in the position can find further information through the official Wiltshire Police recruitment website.
When Should You Call 999 or 101?
Police are reminding the public to use the appropriate contact route when seeking assistance.
Call 999 when there is an immediate threat to life, a crime is happening or someone is in immediate danger.
Call 101 for non-emergency police matters, including reporting incidents that do not require an immediate response.
Non-emergency reports can also be submitted through the Wiltshire Police website.
Using the correct reporting channel helps control room staff prioritise urgent incidents.
Recognising Those Who Answer the Call
With more than 237,000 calls answered since last November, Wiltshire Police’s figures underline the vital role played by its control room workforce.
From missing-person investigations to serious collisions and urgent safeguarding incidents, contact handlers help ensure that critical information is assessed and passed to those best placed to respond.
As International Control Room Week gets underway, the force is recognising the dedication of the staff who continue to provide that support around the clock.
