Emergency Communications

Lord Hogan-Howe Excerpts

Monday 26th June 2023 Lords Chamber

[Viscount Camrose (Con)]

I accept the great seriousness of the situation. The event that caused the platform to go down occurred at 6.30 am on Sunday. The Government were advised of the event at 9.20 am, so just under three hours later. I understand that the Government were informed as quickly as was practically possible. One area that the inquiry will look into is whether that should or could have been faster. As regards when and how the findings will be presented to the House, let me think about the best way of doing so; I will commit to sharing that in the most appropriate way.

[Lord Hogan-Howe (CB)]

My Lords, the major response seemed to be to continue to dial 101. What worries about me about that is that at the moment the average waiting time for people to get through on 101 is five minutes, which is already hugely too long. If other calls go into that system, then the call time can only get longer, and it cannot discriminate between emergency and non-emergency calls.

I have some worries in relation to announcements. First, there was no announcement that the script that the call handlers were using had been changed. Often people were trying to problem-solve on the phone rather than just finding out what needed to happen and then despatching resources if necessary. Secondly, I heard nothing about officers or ambulance people getting out of offices so that people could go to find them, if that was possible. That is what happens with paramedics at the moment: they park up in certain places, provided that those places are identified for people to go to.

Thirdly, is it not time that we started having joint call handling? At the moment we have three separate forces, and the only reason why BT needs to take the call is that the ambulance service, the fire service and the police have to take them independently. You have to make a call to BT to declare which service you require, often at a time when you do not actually know which one you need. Why do we not answer them together? Why do we not remove the cost that BT imposes on the whole system, since it appears that it has not worked very well on this occasion?

[Viscount Camrose (Con)]

There are a range of important questions there. First, BT provides the service of call handling directly to the communications providers. The CPs then act as they are required to, as regulated by Ofcom.

On the question of the script, call handlers were required to update their script because, once the disaster recovery system had kicked in, it no longer provided geographical information and therefore the script required them to ascertain the location of the caller, which is normally done automatically. I forget some other parts of the noble Lord’s question, but if he would like to contact me for follow-up then I will be happy to answer them.