The Kent and Medway Police and Crime Panel met to discuss a range of issues, including the performance of Kent Police in handling emergency and non-emergency calls, the challenges facing the criminal justice system, and the prevention of violence against women and girls. The panel approved its annual report and noted a decision regarding the Chief Constable appointment: Retire and Rehire scheme.

Election of Chair and Vice-Chair

Councillor Connie Nolan nominated Gurvinder Sandher as chair, which was seconded and approved. Councillor Teresa Murray nominated John Moreland as vice-chair, which was seconded. Councillor Nolan nominated Councillor Harry Rayner as vice-chair, which was seconded. A vote was held, and John Moreland was elected as vice-chair.

Contacting Kent Police

Kent Police's performance in managing emergency and non-emergency calls has improved significantly. According to the Contacting Kent Police report, the time taken to answer calls has decreased, and the number of unanswered calls has fallen.

Key points from the report:

• Telephony accounts for 76% of total Force Control Room (FCR) demand, while digital contact accounts for 24%.
• The FCR uses a risk assessment tool called THRIVE[^1] to triage all contacts. [^1]: THRIVE is a mnemonic for Threat, Harm, Risk, Investigation, Vulnerability and Engagement. It guides call handlers in collecting, analysing and prioritising information and intelligence they receive.
• The FCR has five teams, including single-skilled contact handlers, single-skilled dispatchers, and dual-skilled operators.
• Staff turnover has decreased due to increased staff engagement, shift pattern reviews, pay reviews, and a new control room with modern furniture and technology.
• Kent Police will soon offer a 101 British Sign Language (BSL) service through a Sign Live video interpreting link on the website.

Matthew Scott, Police and Crime Commissioner (PCC), emphasised that telephony contact would be maintained and that digital methods were an alternative, not a replacement, for 101.

Councillor Nolan recounted an incident where she called 999 on the advice of Sergeant John Woodward to report a sheep's head found on a public footpath. She did not receive a crime number, and there was a question as to whether a crime had been recorded. Matthew Scott, Police and Crime Commissioner (PCC), said this was not good enough and would be investigated.

Councillor Perry Cole raised concerns about the quality of information given to people who contact the police and a possible over-reliance on pictorial evidence. He said that members of the public felt they had to obtain photographic or video evidence. Matthew Scott, Police and Crime Commissioner (PCC), responded that there should not be an expectation on the public to collect their own evidence.

Elaine Bolton said that it was good to see that all vacancies were filled and recommended that the panel visit the force control room. She asked how the Chief Constable was being held to account to ensure that there was succession planning. Matthew Scott, Police and Crime Commissioner (PCC), responded that turnover was a key issue and that recruitments were still taking place.

Councillor Deborah Croxton said that eyewitness accounts were not sufficient in a road traffic incident she was involved in. Matthew Scott, Police and Crime Commissioner (PCC), said he was happy to look at what happened.

Councillor Lynne Wright cautioned against chasing numbers and asked for evidence of the quality of caller satisfaction. Matthew Scott, Police and Crime Commissioner (PCC), said he was happy to look into the matter and bring some data.

Councillor Nolan paid tribute to Chief Inspector Paul Stoner and his officers for their work in Canterbury.

John Moreland asked if there was any data gathering or monitoring being undertaken at police stations with a manned front counter as to how many people try to report a matter that way and how many people are then turned away. Matthew Scott, Police and Crime Commissioner (PCC), responded that people would not be turned away from reporting a crime at the front counter unless it was closed.

Criminal Justice System Update

The Criminal Justice System Update report highlighted the challenges facing the criminal justice system in Kent, including increasing court caseloads and staffing shortages. Matthew Scott, Police and Crime Commissioner (PCC), noted that the outstanding court caseload continued to increase for reasons out of local control.

Key issues raised in the report:

• Crown Court cases are still rising nationally, with no sign of recovery.
• As of April 2025, Canterbury Crown Court's caseload was 102% above the national average, while Maidstone's was 247% above.
• Kent Police has more officers than ever before, resulting in more arrests and charges.
• Medway, the busiest court, only has three secure docks and five cells, which is significantly short of what is required.
• Many Kent-based staff opt to work in London to receive the London Allowance.

The report also noted the impact on victims and staff, with many victims feeling unable to move on with their lives while their court case drags on.

Actions taken to address the issues include:

• Bringing system partners together in a facilitated workshop to identify key issues and barriers.
• Identifying four initial improvement workstreams: recalls, out-of-court resolutions, timely production of prisoners at court, and updates and information to victims.
• Improving communication between the CPS and Kent Police during the trial/hearing process.

Councillor Deborah Croxton asked why the pilot with the northwest of England was chosen, given the different demographics. It was clarified that Kent was not doing the pilot with that region but would learn lessons from them.

Varsha asked about expanding the use of Maidstone Magistrates Court to deal with remanded prisoners for the rest of the week. Matthew Scott, Police and Crime Commissioner (PCC), said he would take that away and get back to her with the details.

Questions to the Commissioner

Councillor Nolan asked about the extent of problems with off-road trail bikes across the county and what could be done about them. Matthew Scott, Police and Crime Commissioner (PCC), responded that it was being taken seriously and that neighbourhood policing model meant there were proactive officers in local communities who were able to address these problems.

Councillor Paul Webb read a question from Maxwell Harrison regarding a sharp rise in shoplifting, fraud and sexual offences in Kent. Matthew Scott, Police and Crime Commissioner (PCC), responded that policing has no business involving itself in matters relating to free speech or expression.

Councillor Paul Webb asked Matthew Scott, Police and Crime Commissioner (PCC), to confirm that the Kent police would start policing our streets and not our tweets, while it takes the strongest disciplining action against those actively pursuing these cases. Matthew Scott, Police and Crime Commissioner (PCC), responded that the case was totally unacceptable, but this should be an exceptional case and not the rule.

John Moreland asked what policies and procedures are in place in Kent to support potential victims of modern slavery and people trafficking after their referral to the NRM¹. Matthew Scott, Police and Crime Commissioner (PCC), responded that there are structured multi-agency policies and procedures in place to support potential victims of modern-day slavery and human trafficking after referral to the NRM.

Councillor Hannah Perkin's question, regarding specific actions and partnerships in place to prevent violence against women and girls, was asked in her absence. Matthew Scott, Police and Crime Commissioner (PCC), responded that the force formally launched a vulnerability strategy in February 2025, which identifies a cross-cutting strategy and a VAUG² framework for delivery.

Panel Matters

The Annual Report of the Kent and Medway Police and Crime Panel was presented, summarising the work of the panel between February 2024 and February 2025. The panel met formally five times during this period. The report was approved.

The Work Programme was reviewed, and members were invited to suggest additional items for future meetings.