The Policing Pledge brings together elements of the victims' code, Safer Neighbourhoods and our existing high standards in answering emergency and non-emergency calls, into one pledge. It gives local people a stronger voice and the means to challenge their local force if they are not getting the standard of service they expect.
We will:
1. Always treat you fairly with dignity and respect, ensuring you have fair access to our services at a time that is reasonable and suitable for you.
2. Provide you with information so that you know who your dedicated Safer Neighbourhoods team are, where they are based, how to contact them and how to work with them.
3. Ensure your Safer Neighbourhoods team and other police patrols are visible in your neighbourhood at times when they will be most effective and when you tell us you most need them. They will spend at least 80% of their time visibly working in your neighbourhood, tackling your priorities. We will 
ensure your team are not taken away from neighbourhood business more than is absolutely necessary and staff turnover will be minimised.
4. Respond to every message directed to your Safer Neighbourhoods team within 24 hours and, where necessary, provide a more detailed response as soon as we can.
5. Aim to answer 999 calls within 10 seconds, deploying to emergencies immediately, giving an estimated time of arrival and getting to you as safely and as quickly as possible. In urban areas, we will aim to get to you within 15 minutes and in rural areas within 20 minutes.
6. Answer all non-emergency calls promptly. If attendance is needed we will agree with you an acceptable time for officers to attend. 
- If you are vulnerable or upset we aim to be with you within 60 minutes.
- If you are calling about an issue that we have agreed with your community will be a neighbourhood priority and attendance is required, we will aim to be with you within 60 minutes. You can find your neighbourhood priorities by using the postcode search or map on this website or by calling us on 0845 045 4545
- Alternatively, if appropriate, we will make an appointment to see you at a time that fits in with your life and within 48 hours.
- If agreed that attendance is not necessary we will give you advice, answer your questions and / or put you in touch with someone who can help.
7. Arrange opportunities to meet your local Safer Neighbourhoods team at least once a month to 
agree your neighbourhood priorities. Your local arrangements can be found on the force website by using the postcode search or by calling us on 0845 045 4545.
8. Provide updates each month on what action we and our partners are taking to make your neighbourhood safer and information on how your force is performing.
9. If you have been a victim of crime, agree with you how often you would like to be kept informed of progress in your case and for how long. You have the right to be kept informed at least every month if you wish and for as long as is reasonable.
10. 
Acknowledge any dissatisfaction with the service you have received within 24 hours of reporting it to us. To help us fully resolve the matter, we will give you an opportunity to talk in person to someone about your concerns and agree with you what will be done about them and how quickly. Click here to read about how to make a complaint, or click here to read about Your Voice Counts, which allows you to give us feedback on our service, positive or negative.
We want to do our best for you but if we fail to meet our pledge, we will always explain why it has not been possible on that occasion to deliver the high standards to which we aspire and you deserve.
