I write in response to S Kaye's letter concerning the time it takes to answer “non-urgent” calls to police (News Shopper, April 11). I am sorry she experienced a long wait.

I am committed to dealing speedily and effectively with all calls to the police station.

I recently created a new department called the enquiry management unit which exists to take all daytime non-emergency calls away from our control room.

I have recruited extra staff to work in this unit and am about to have state-of-the-art telephone call-handling equipment installed. It is important the public rings Bromley Police's main telephone number 0208 313 1212 so calls are properly routed.

Nevertheless, at busy times non-urgent calls may be held in a queue to ensure 999 calls receive an immediate response.

Emergency response is high among the key areas where I am concentrating police effort.

If a burglary or other crime is in progress people should use the 999 system to call police.

Other situations where it makes sense to use 999 include:

l Cases of serious injury or damage to or loss of property;

l Where a suspect is present;

l Where a witness or evidence is likely to be lost if police don't get there quickly;

l Where further crime may be committed; and

l Where a victim is suffering extreme distress.

It is vital people continue to be watchful and report criminal acts and suspicious behaviour.