Question
1. A copy of any documents used to evidence the decision to adopt this scheme including any minutes of
meetings, emails and any other relevant documents.
2. A table of of all complaints against police received by your office in chronological order under the new
system by date and type of complaint (ie what was complained of).
3. How many of those complaints were forwarded to PSD or the IOPC
4. The outcome of those complaints where a decision has been made by the PCCs offic
Answer
It is important to understand that once the Policing and Crime Act 2017 received Royal Assent, the
OPFCC started to undertake some initial scoping work in April 2017. A small working team was
established which entailed several all-day workshops a number of fact-finding trips as well as
numerous meetings with colleagues in the force. As part of this work, a number of presentations were
researched, compiled, and delivered to key individuals such as the PFCC, the Chief Constable and the
Police, Fire and Crime Panel.
Having reviewed the request, I support the decision of the Governance and Accountability Manager
when he explained to you the amount of work which would need to be undertaken in relation to your
request when he estimated that there could be over 8000 emails which will need to be examined and
if one minute was spent on each on, it would require at least 134 hours of work which equates to
£3,350.
In addition to the emails, there is also a large number of documents that were produced by the project
team which include briefings, presentations and working documents that helped to inform the
planning process. A search was conducted and at least 72 files were found which will all need to be
reviewed, assessed, and redacted where appropriate, again this would take a large amount of time
and a further search may be necessary to ensure no documents are missed.
Given the scale of the task to undertake the request, I uphold the decision to refuse the request under
Section 12 of the Act as it is clear that the cost of complying with the request would exceed the
appropriate limit.
However, I did ask for the decision to withhold the table of complaints received by the OPFCC to be
looked at again as I felt this was something we could provide within the ‘appropriate limit’. I have
attached a copy of a table to this email which shows that in total, between the dates specified within
the request (01/02/2020 – 23/07/2021), a total of 1238 complaints were recorded. 770 of these were
recorded as Schedule 3 complaints and 468 were recorded as Non-Schedule 3 complaints. Some of
the information requested in questions three and four is not included as PSD is not part of the OPFCC
and therefore we do not hold the information.
However, I hope that in the spirit of transparency and openness, you will find this information useful.
I have also attached a recent report that was presented to the Police, Fire and Crime Panel held on
the 24th March 2021 which provides information on the police complaints system and the work being
undertaken in Northamptonshire.
Emily Evans gave the presentation at the Police, Fire and Crime Panel Meeting. This is a public meeting that is recorded and streamed on YouTube. You can find a copy of the recording here. Please also find a table of complaints and correspondence below:
| Feb-20 | Mar-20 | Apr-20 | May-20 | Jun-20 | Jul-20 | Aug-20 | Sep-20 | Oct-20 | Nov-20 | Dec-20 | Jan-21 | Feb-21 | Mar-21 | Apr-21 | May-21 | Jun-21 | Jul-21 | Aug-21 | |
| Non sch 3 | 17 | 12 | 11 | 23 | 17 | 12 | 15 | 24 | 23 | 42 | 32 | 42 | 35 | 48 | 42 | 27 | 30 | 47 | 60 |
| Sch 3 | 35 | 31 | 22 | 45 | 51 | 67 | 55 | 31 | 28 | 44 | 27 | 30 | 35 | 49 | 36 | 32 | 28 | 29 | 22 |
| Other | 44 | 49 | 43 | 41 | 54 | 51 | 73 | 80 | 66 | 69 | 45 | 57 | 56 | 115 | 92 | 91 | 115 | 96 | 71 |
| Reviews | 0 | 0 | 1 | 6 | 9 | 5 | 3 | 7 | 10 | 5 | 1 | 8 | 5 | 5 | 2 | 9 | 6 | 13 | 3 |
| Total | 96 | 92 | 77 | 109 | 122 | 130 | 143 | 135 | 117 | 155 | 104 | 129 | 131 | 217 | 173 | 159 | 179 | 185 | 155 |
Copy of Non-Schedule 3 Update List
Panel update report on Complaints March 2021
Presentation 24 March 2021 Police Complaints System
Question
I would like to enquire about some information regarding a past project funded by the OPFCC undertaken to develop a 101 chatbot with Futr.ai and Northamptonshire Police Force. Please provide information addressing the following queries.
1) Did you ever trial the 101 chatbot?
2) If so, did the chatbot work better with a certain demographic?
3) Why was the chatbot never launched?
4) Where there any specific areas within the bot design that caused concern?
5) Are you still working with Futr.ai, if not, why?
6) Please provide any internal reports regarding the 101 chatbot.
7) Please provide any data stemming from the 101 chatbot trial (if trialled).
8) Please provide any documents outlining plans for the 101 chatbot.
Answer
I am writing to advise you that, following a search of our paper and electronic records, I have established that the information requested is held by the Office of the Northamptonshire Police, Fire and Crime Commissioner.
The Office of the Northamptonshire Police, Fire and Crime Commissioner (OPFCC) undertook user acceptance testing with 101 chatbot and was not satisfied with the outcomes and therefore a decision was taken not to take it any further at this stage.
As the Chatbot was never formally trialled, no data is held from differing demographics
Following testing the product was deemed not to be operationally viable at the time.
The chatbot required integration in to a number of different live Police systems which would have proved difficult at a Proof of Concept stage. As the Chatbot was scaled back to a FAQ bot, there were concerns around the accuracy of some of the answers the bot gave. Confidence scores within the bot could be changed, however this meant the bot was unable to answer certain questions. Other areas of concern included the inability to ask follow up questions after an initial question.
No as work on this project has now ended.
Please find attached a redacted report compiled by the OPFCC’s Digital and Technology Delivery Manager in relation to the proposed Chatbot. Some information has been withheld under Section 43(2) of the Freedom of Information Act 2000 which exempts information in which disclosure would, or would be likely to, prejudice the commercial interests of any legal person (an individual, a company, the public authority itself or any other legal entity).
Section 43 is a qualified, prejudice-based exemptions and as such we are obliged to articulate the harm that would be caused by providing this information and apply a public interest test.
Harm for section 43
Releasing specific pricing details of services supplied to the OPFCC, would damage the
business relationship that exists between the providers and other OPCCs and Forces. It would provide other suppliers with useful information and would breach the confidentiality owed to third party suppliers. This would result in a disadvantage to future contractual relations with suppliers in the future.
Section 43 – factors favouring disclosure
There is a public interest in the transparency of how the OPFCC spend public funds. Disclosure of the requested information would provide the public with details of the rates that have been negotiated by the OPFCC, thus allowing the public to evaluate whether funds were being managed appropriately.
Section 43 – factors favouring non-disclosure
The commercial interests of the supplier would be damaged if the rates were released to the public. The provision of the rates charged would hinder the ability of the current providers to negotiate with other customers, which would damage the commercial interests of the provider. Where a contracted service is subject to review and retendering, the rates and other specific information about a current contract should be withheld in order to preserve the OPFCC’s ability to negotiate best value for money contracts in the future.
Balance Test
The balance test is to determine if the benefits to the public outweigh the harm that would or may be caused if the information were to be disclosed. Whilst there is a need for openness and transparency regarding how public funds are being managed, it is essential that the OPFCC can negotiate rates in a competitive marketplace so that we obtain best value for public money. Publication of the prices would hinder the competitive nature of any future tendering process by allowing service providers to tailor their quotes based on what they know the OPFCC are currently paying, and on what they know their competitors are currently charging. This could result in an increased cost to the public purse.
We also have a duty to protect the commercial interests of third-party suppliers by not publishing their commercially sensitive rates, and thereby allowing their market competitors to have access to information that they could use to their own advantage, and to the detriment of our suppliers. It is our opinion that for these issues the balancing test for disclosure is not made out. This letter serves as a refusal notice under Section 17 of the Freedom of Information Act for these parts of your request.
See above
No information held as the OPFCC has no plans to introduce a chatbot function at this point in time.
If you are dissatisfied with the handling of your request, you have the right to ask for an internal review. Internal review requests should be submitted within two months of the date of receipt of the response to your original letter and should be addressed to: Nicci Marzec, Monitoring Officer, Office of the Northamptonshire Police, Fire and Crime Commissioner, Darby House, Darby Close, Park Farm Industrial Estate, Wellingborough. NN8 6GS. Please remember to quote the reference number above in any future communications.
If you are not content with the outcome of the internal review, you have the right to apply directly to the Information Commissioner for a decision. The Information Commissioner can be contacted at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Question
I wish to raise my concerns regarding the use of e scooters in Northampton. I know there is currently a trial of these scooters in Northampton by those provide by Voi Scooters. My concern is how they are being used and what action if any is being taken by the police to enforce the law concerning their use. I have seen so many being used on the pavements and driven by what seems to be very young people in a very hazardous manner. It is very common to see up to two riders and sometimes three on scooter.
The use of private scooters on roads on pavements is also a concern as these are not covered by the trial and are totally illegal. I have not seen any enforcement by the police regading these scooters.
Can you tell me how many scooters have been confiscated and how many fines have been issued regarding e scooters in the county.
Answer
I have spoken to my colleagues in Northamptonshire Police in relation to your enquiry about me how many scooters have been confiscated and how many fines have been issued regarding e scooters in the county as this is not information the Office of the Northamptonshire Police, Fire and Crime Commissioner holds.
Over the past four years, the number of Fixed Penalty Notice fines given to e-scooter users were as follows:
2017 – 0
2018 – 0
2019 – 0
2020 – 0
2021 – 0
Northamptonshire Police does not hold any information in relation to fines issued at court. That is because information on fines and convictions i.e. Results at Court, are held by Her Majesty’s Court Service. For details on how to make a Freedom of Information request to Her Majesty’s Court Service please use the following link:
The total number of e-scooters seized by Northamptonshire Police for either No Insurance, under the Police Reform Act or due to being used in crime were as follows:
2019 – 0
2020 – 10
1 January 2021 to 30 June 2021 – 9
Northamptonshire Police have produced some proactive advice for E-Scooter users which can viewed on their website at:
Advice on e-scooter usage | Northamptonshire Police (northants.police.uk)
Safety reminder for summer scooter riding | Northamptonshire Police (northants.police.uk)
There has also been some media coverage of where Northamptonshire Police have been involved in incidents which involved e-scooters which you may find interesting:
If you are dissatisfied with the handling of your request, you have the right to ask for an internal review. Internal review requests should be submitted within two months of the date of receipt of the response to your original letter and should be addressed to: Nicci Marzec, Monitoring Officer, Office of the Northamptonshire Police, Fire and Crime Commissioner, Darby House, Darby Close, Park Farm Industrial Estate, Wellingborough. NN8 6GS. Please remember to quote the reference number above in any future communications.
If you are not content with the outcome of the internal review, you have the right to apply directly to the Information Commissioner for a decision. The Information Commissioner can be contacted at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Question
As part of your new role in initially dealing with complaints against the police.
Please provide details and documents concerning training in this role and the number of staff and grades including line management dedicated to this role.
Answer
I can confirm that the Office of the Northamptonshire Police, Fire and Crime Commissioner holds the information you requested.
The Policing and Crime Act 2017 gave the PFCC additional responsibilities in relation to complaints. The aim of the legislation was to:
All PCCs became the relevant review body for less serious complaints and were given additional oversight and accountability responsibilities in relation to the complaints process. Prior to the implementation of the Policing and Crime Act 2017, a complaint was only considered recordable where it related to the conduct of a specific officer. Post February 2020, the definition of a complaint has been updated to ‘any expression of dissatisfaction’.
The PFCC established a Customer Service Team within his office. This small team of three are responsible for recording all complaints against the force, the informal resolution of low-level complaints and for ensuring that all reviews are appropriately processed and considered.
The Customer Service Team are able to focus on quickly and effectively resolving complaints, whilst identifying learning, both for individuals and for the organisation that can be utilised to improve the service we provide to the residents of Northamptonshire. The OPFCC has also adopted a rigorous oversight and accountability process whereby the Customer Service Team carry out regular DIP Samples of closed complaint files to ensure that complaints are handled in line with Independent Office for Police Conduct Statutory Guidance and to identify any areas of concern which will be brought to the attention of the Chief Constable through regular one to one meetings and the Force Accountability Board.
The Customer Service Team is led by the Customer Service Manager who reports to the Director for Delivery and is supported by two Customer Service Caseworkers. The grades for the Complaints and Customer Service Team are as follows:
| Role | Grade |
| Complaints and Customer Service Manager | Scale 6 |
| Complaints and Customer Service Caseworkers | SO2 |
With regard to training, the Complaints and Customer Service Manager had already gained a great deal of experience of the police complaints system as part of their role within the Governance Team as they were responsible for working the Force’s Professional Standards Department in relation to complaints and they undertook regular dip sample meetings to ensure complaints were dealt with correctly and any outcomes were justified. These meetings helped to ensure the Police, Fire and Crime Commissioner was able to hold the Chief Constable to account for the way the force dealt with complaints.
When the changes to Police Complaints System were announced, the Director for Delivery established a small working group to understand what the changes would mean for Northamptonshire and how best we could implement a new complaints regime. The Complaints and Customer Service Manager led this work and presented its findings to both the PFCC and the Chief Constable and has since received enquiries from PCCs from across the country to learn more about how we undertake complaints.
In terms of training undertaken, all members of the Customer Service Team have completed the Sancus Solutions Professional Standards Appropriate Authority Course and have attended a Complaints Handling in the Public Sector Conference. Members of the Customer Service Team engage regularly in the Independent Office for Police Conduct engagement events and workshops. The Customer Service Manager attends the annual Ethics in Policing Conference. All members of staff are offered the opportunity to visit various departments within the Force to ensure that they have good knowledge of various areas of policing.
If you are dissatisfied with the handling of your request, you have the right to ask for an internal review. Internal review requests should be submitted within two months of the date of receipt of the response to your original letter and should be addressed to: Nicci Marzec, Monitoring Officer, Office of the Northamptonshire Police, Fire and Crime Commissioner, Darby House, Darby Close, Park Farm Industrial Estate, Wellingborough. NN8 6GS. Please remember to quote the reference number above in any future communications.
If you are not content with the outcome of the internal review, you have the right to apply directly to the Information Commissioner for a decision. The Information Commissioner can be contacted at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.