By Charlotte Webster-
The Metropolitan Police Service (MPS) is dedicated to significantly improving the services provided to victims of crime across London. In pursuit of this goal, the MPS is unveiling three innovative methods for the public to communicate with officers.
This commitment to reform comes as part of the ongoing welfare changes spearheaded by the Department for Work and Pensions (DWP).
The MPS is currently testing these services in several London boroughs, and they are poised to revolutionize how the police force responds to victims, placing their needs at the forefront of every response and investigation.
The first service, ‘My Met Service,’ allows victims to provide instant feedback via a QR code, email, or SMS after interacting with an officer. This feedback mechanism will serve as a valuable tool for refining police interactions.
Moreover, the ‘Victim Focus Desk’ phone line has been extended to provide victims with more frequent updates, support, and guidance throughout the entire criminal justice process. This enhancement seeks to address the challenges that victims often face during complex investigations, ensuring they remain well-informed and supported.
New victim information leaflets now include a QR code directing victims to My Met Service. These leaflets are designed to educate victims about their rights under the ‘Victim’s Code of Practice’ (VCOP) to ensure they are well-informed.
In collaboration with the Mayor’s Office for Police and Crime, the MPS has established a ‘Victim Voice Forum.’ Comprising individuals who have experienced crime, this forum provides victims with a platform to share their personal experiences, thereby influencing how the MPS supports and treats victims.
Commander Nick John, the lead for victim care at the MPS, expressed the force’s determination to improve services for victims, acknowledging past shortcomings and the importance of victim feedback.
The ongoing reforms are part of the larger mission to create a ‘New Met for London,’ emphasizing consistent and compassionate service, harnessing technology, and empowering victims to have a voice.
The Victim Focus Desk, backed by £3 million in funding from the Mayor’s Office for Policing and Crime, has undergone significant expansion since March 2023 based on feedback from victims.
This initiative addresses a common issue where victims felt they received inadequate communication as investigations advanced through the intricate criminal justice system.
The extended phone line offers victims updates on their cases, essential advice, and links to other support services.
With approximately 26,000 monthly calls received since its expansion, the Victim Focus Desk has handled 180,000 calls. The phone line’s operating hours have been extended to ensure victims receive more regular and consistent updates.
The MPS is also increasing the number of staff responsible for victim care, embarking on a recruitment campaign to bolster the team handling calls.
Mayor of London Sadiq Khan expressed the importance of supporting victims throughout their challenging journey to secure justice. His commitment to investing £3 million annually to improve and enhance the Met’s Victim Focus Desk has already made a positive impact.
London’s Victims Commissioner, Claire Waxman OBE, commended the Met’s initiative to improve its support for victims, emphasizing the need for victims to feel supported, empowered, and engaged in the justice process. Waxman also welcomed the establishment of the Victim Voice Forum, allowing victims to directly influence the Met’s reform efforts.
The newly introduced ‘My Met Service’ will make it simpler for victims to provide feedback on the quality of the police force’s services. As officers respond to crimes in their respective localities, they will provide victims with a QR code for instant feedback. These ratings will assist in bridging the gap between officers, offering valuable feedback that can shape training, processes, and frontline policies.
The pilot stage of ‘My Met Service’ has shown increased engagement, particularly from hard-to-reach communities, including younger individuals.
The QR codes provided by My Met Service will also link to victim information leaflets that ensure victims are aware of their rights and provide valuable information about support services available to them.
These innovative services underline the MPS’s commitment to realizing ‘A New Met for London.’ They signify a shift in the policing culture, emphasizing consent and a strong commitment to delivering high standards while learning from the experiences of others.