Survey feedback for victims of crime

PCSO on Street a Week visits

This information is for the benefit of victims and witnesses of crime who have been contacted to take part in a Metropolitan Police Service survey, namely the User Satisfaction Survey.

Why do we survey victims?

The Metropolitan Police Service is required by the Home Office (along with every other police service in England and Wales) to conduct telephone surveys with victims of certain crime and road traffic collisions. We talk to approximately 20,000 victims every year, asking them about their experiences of the Metropolitan Police Service.

Asking victims about the service they received means we can find ways of improving the service that the Metropolitan Police Service provide and adapting our approach to suit the needs of the community.

How do we decide whom to contact?

The sample of approximately 20,000 victims is chosen randomly from our databases containing details of these incidents.

How do we contact victims?

The Home Office requires the police to contact victims by telephone for the User Satisfaction Survey; we are not permitted to write to victims with regard to these surveys. If you should receive a written User Satisfaction Survey, please inform the police immediately.

Due to the large number of victims and witnesses we need to contact, the Metropolitan Police Service does not have the resources to call all these individuals ourselves. We employ a market research agency to act on our behalf, who have been approved by the Home Office and have gone through rigorous security checks and training. We are confident in allowing them to contact victims for us. The agency operates under strict controls of confidentiality and all data is used for the purposes of Metropolitan Police Service research only.

Are my details safe and my comments confidential?

We would like to take this opportunity to reassure you that caller confidentiality is paramount and suitable controls are in place; the sole purpose of our sharing your contact details with the market research agency is to improve the service received by the public. The information passed to the agency is the minimum required to conduct the surveys; this data is handled as confidential information and as such is destroyed after use.

The use of victims/ witness details to conduct these surveys is covered by the Data Protection Notification and meets the conditions laid out in sections 5(b) of schedule 2 and 7(b) of schedule 3 of the Data Protection Act 1998. More information about the Act and your rights can be found on the Office of the Information Commissioner website or by contacting them on 01625 545745.

Why might I be asked about my gender, age, disability, faith, ethnicity and sexual orientation?

The Metropolitan Police Service is aware that the population of London is one of the most diverse in the world and it is important that everyone who comes into contact with the police is treated equally, and receives the same level of service. In order to ensure this, we need to monitor who is coming into contact with the police, and whether certain groups report different feedback.

These questions are asked when an incident is reported to the police and again when we talk to people for the survey. This is because we need to know that those we contact for the survey are a true reflection of all those people who reported an incident.

You are fully entitled to refuse to answer any of these questions if you prefer.

I want to talk to a police officer about my incident

If you want to talk to a police officer about your incident, please contact the officers dealing with your case. If you do not know the officers dealing with your case, you can contact your local police station on 101 or Safer Neighbourhood Team, who will be happy to assist you.

Contact us

if you would like to contact the team about the survey, please see our related contact infomation.

If you do not want to take part in any further surveys or other feedback research for the MPS, please contact us and you will be added to a list to ensure that you are excluded from future feedback research and surveys.