Satisfaction gap between white and BME victims of crime

Report: 7
Date: 2 April 2009
By: Assistant Commissioner, Territorial Policing, on behalf of the Commissioner

Summary

This report provides an update regarding the satisfaction gap between white and black and minority ethnic (BME) victims of crime, background information regarding the satisfaction gap and details the work currently being undertaken by the MPS to reduce the gap.

A. Recommendation

That members note the progress being made to narrow the satisfaction gap between white and BME victims of crime.

B. Supporting information

Current satisfaction gap data

1. To gain a clearer understanding of the satisfaction gap further analysis was undertaken of the Crime Victim Satisfaction Survey. The following information identifies key issues.

2. Historically results from the Crime Victim Satisfaction Survey nationally show that white victims of crime express higher levels of satisfaction with the service received from the police. This white/BME satisfaction gap is monitored nationally via SPI 1.2.

3. Figure 1.0.1 highlights this difference over the last 3 years on a quarterly basis for MPS level data [1].

Within the Home Office’s most similar forces group the latest available data, year to September 2008, shows:

Taking account of sampling variation (confidence interval), the data indicates:

• white victims are more satisfied than BME victims
• the difference is similar across all four forces

Summary of current findings

Victim groups

4. The white / BME satisfaction gap is not universal across victim groups. Burglary and vehicle crime show the widest satisfaction gap, followed by violent crime.

Common themes

5. Prior opinion of the police is a key element in satisfaction with service. Younger victims report having a lower prior opinion of police than older victims.

6. A higher proportion of BME victims report their incident to police via a 999 call or visit to the front counter. Using the emergency number to report an incident may raise expectations around the level of service that will be provided. 999 callers overall report lower levels of satisfaction with response time when compared to those who reported via a non-999 telephone number, even when the response time is similar. Front counter reporting produces lower levels of satisfaction than other reporting methods. The user satisfaction survey question has recently been re-worded to separately identify 0300 users, but no results are yet available.

7. Satisfaction with response time declines rapidly as response time increases. This effect is more pronounced in BME groups. This may be due a higher proportion of BMEs reporting via a 999 route and the management of expectations regarding the police response.

8. The key drivers of victim satisfaction with the police are treating crime seriously, being supportive and sympathetic, being visited in a timely fashion and being perceived to make some form of investigation. These drivers are consistent across all ethnic groups, and furthermore expectation differentials are not present between ethnicities. Therefore, most critically, the police need to be consistent in their approaching when dealing with all members of the public regardless of ethnicity.

Burglary victims

9. There is an 8% satisfaction gap for burglary victims for the rolling year to Q3 2008-2009. This has reduced from 12% last financial year (rolling year to Q4 2007-2008). This change has resulted from an upward trend in the BME group, and the white group trend remaining stable.

10. The white group report higher satisfaction in the areas of police actions, police follow up and police treatment.

11. The black and ‘Chinese & other’ ethnicities report the lowest levels of satisfaction of the BME group. This is particularly in areas of police action and police treatment.

12. Age is not equally distributed between white and BME burglary victims, with the white group containing a higher proportion of older victims and the BME group containing a correspondingly higher proportion of younger victims. Older victims express higher levels of satisfaction than younger victims.

Violent crime victims

13. There is a 4% satisfaction gap for violent crime victims for Q3 2008-2009. This has remained the same when compared to last financial year (Q4 2007-2008).

14. The low BME satisfaction level is attributable to the black respondents, who report low levels of satisfaction particularly in the areas of police action and police treatment.

15. More than one in five [22.5%] violent crimes is reported at front counters. Front counter reporting produces lower levels of satisfaction than other reporting methods, with approximately 1 in five victims having to wait longer than 30 minutes to be seen. Proportionately more black victims of violent crimes (the least satisfied overall) report their crimes at front counters than white victims, 28% vs 21%.

16. Deprivation has some impact on overall satisfaction with the more deprived groups reporting lower levels of satisfaction. This has a disproportionate effect on certain BME groups.

Strategy to address and reduce the satisfaction gap

17. In December 2008 the MPS created a ‘Victims and Witness Satisfaction Working Group’. Attendance at the working group is by senior management team members from across various MPS directorates as well as colleagues from Victim Support. An offer has been extended to the MPA to join the group.

18. This group will report to Commander Organisational Capability and Criminal Justice Reform and will be overseen within the MPS governance arrangements being developed to drive improvement in confidence.

19. Terms of reference include:

1. Co-ordination of the pan-MPS work;
2. Direct further analysis on the disparity of satisfaction with police between white and BME groups as a result of their experience;
3. Set in place policy, action and monitoring to ensure a reduction in the disparity;
4. Improving the quality of service delivered to all victims and witnesses.

20. Other key areas of public satisfaction considered by the working group include the Code of Practice for Victims of Crime, Witness Care Units, Policing Pledge & Witness Charter. The group will be responsible for ensuring that any pan London initiatives are effectively coordinated.

The Policing Pledge

21. Crucial to the improvement of satisfaction is meeting our commitments within the policing pledge. The working group are ensuring that knowledge and learning is shared amongst MPS business groups to assist them with implementation of the pledge principles.

22. TP Emerald has oversight of two key units that impact on the pledge commitment of maintaining regular contact with victims of crime. Via its regular forums with Victim Focus Units and Witness Care Units, TP Emerald have reminded staff and managers of the role they play and how the quality of service their units deliver improves the victim experience of the Criminal Justice process.

23. Also contained within the Pledge are standards and targets in relation to response times, in both telephone answering and call attendance in response to both emergency and non-emergency requests from the public.

23. The MPS in support of the Pledge will also be introducing the National Call Handling Standards (NCHS), which will allow the MPS to clearly and correctly grade all emergency, priority and non-priority calls against national guidelines and criteria, thereby ensuring that callers receive the correct level response to the incident reported. The introduction of NCHS will also allow the MPS to introduce a corporate appointment system, which will ensure that the MPS is able to respond to members of the public at a time that suits them. It is expected that NCHS will be adopted within the MPS in early 2009/10.

25. As previously reported to the Strategic and Operational Policing Committee work is also ongoing to improve Front Counter Services by:

• Introducing front counter training to PC recruits and providing training to volunteers commensurate to the role.
• Introducing triage systems at those front counters with the highest levels of public contact to manage peaks of demand.
• MPS Internet site development to create a virtual counter, collating all existing Internet front counters services into one place to improve access and increase electronic submission of applications.
• Development of Information Kiosks: to provide self –help information and reporting facility within buildings to alleviate queues and outside buildings to access services when closed.

Examples of current work

26. Victim Focus Units (VFU)
TP Emerald VFU project has successfully improved the MPS compliance with the Code of Practice for Victims of crime. Current performance is showing that monthly contact with victims is at 83% up from 19% before the project was initiated in December 2007. Additionally, the MPS has seen the first significant rise in victim satisfaction with police follow up for almost 3 years. Satisfaction with follow up has risen by 8% since the VFU project began. Victim PCSOs (VPCSOs) are maintaining contact with victims of crime and ensuring they have access to the services they require.

27. Operation Spotlight
Operation Spotlight is an MPS wide initiative to tackle burglary crimes and improve the level of service received by victims of burglary. During the operation MPS callback data identified a clear improvement in key areas of victim satisfaction. The introduction of an initial visit by an investigator to all residential burglary victims, and subsequent follow up visits by SNTs have been highlighted as being good practice. All residential burglary allegations are evaluated by a Single Point of Contact, improving the quality of investigations and identifying any missed opportunities for forensic recoveries. Victims are seeing forensic practitioners earlier at scenes and feel more valued. The learning from this operation will be shared amongst the working group and incorporated into further initiatives.

28. Victim of Crime Letters
Following consultation with victim support, the MPS recently revised the letters sent to victims of crime so that the letters are now more informative and provide clarity as to what happens next. TP Emerald is currently exploring the benefits of translating these letters into other languages and have them permanently stored on the crime recording system.

29. Victim Information Packs
TP Emerald are currently assessing the multitude of literature that is available for victims of crime with the view to creating a single document that can be sent to victims at the point of reporting the crime. This document would cover different subjects such as crime prevention, personal safety advice, local contact numbers and information about support organizations. Similar to the victim of crime letters this would be available in other languages and electronic form.

30. MPS Sikh Association (MPSA)
MPSA are currently working with TP Emerald to raise greater awareness of crime reporting information. Information will soon be placed on the MPSA Internet site and promoted at community events. Victims of crime from Sikh communities will then be able to elect to have MPSA input into their investigation. This will increase confidence in the police and support investigating officers.

31. Reassurance and follow up visits to victims of crime
TP Safer Neighbourhoods have been tasked with ensuring that all victims of crime receive a follow-up visit from a local SN team. The aim of these visits is to provide reassurance and improve the level of service received. Work is ongoing to identify how these visits can be coordinated to ensure that victims who do not wish to be visited are not unnecessarily disturbed, whilst the expectations of those that would welcome a visit are met.

C. Race and equality impact

This report is entirely focused on understanding and addressing issues of disproportionality in outcomes relating to Victim Satisfaction.

D. Financial implications

1. It is anticipated that the development of victim information packs and the translation of written material will incur a cost, however at this stage of their development we do not have an overall costing figure. It is currently expected that any expense will be met by TP from within existing budgets.

2. A recent decision by the NPIA & Home Office regarding the funding streams for recognized PCSO roles is that the VPCSO role will not be considered for grant purposes. This will have an impact on the MPS ability to continue these roles without additional funding or a significant change in delivery. TP Emerald is currently developing options that will meet both Victim Code of Practice requirements and positively impact on satisfaction and confidence measures.

E. Background papers

• MPS User Satisfaction Survey: White / BME Satisfaction Gap Q3 2008-2009 MPS Strategy, Research & Analysis Unit

F. Contact details

Report author: David Dibble and Lesley Nichols, Strategy and Improvement Department, MPS.

For information contact:

MPA general: 020 7202 0202
Media enquiries: 020 7202 0217/18

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