Kent Police Urge Public to Use Online Reporting for Non-Urgent Incidents to Free Up 999 Lines
Kent Police are promoting their online reporting system to handle non-emergency crimes, allowing residents to report incidents conveniently while prioritising emergency calls.
Stolen bike? Antisocial neighbours keeping you awake? You don’t need to wait on hold for the 101 line anymore.
Kent Police are pushing their digital-first approach with a renewed campaign encouraging residents to use online reporting for non-urgent incidents. The force posted on social media this week, asking the public to help keep phone lines free for emergency calls by reporting non-urgent incidents through their website instead.
How the System Works
Kent Police operate a 24/7 online reporting tool that handles incidents like antisocial behaviour, theft from vehicles, and lost property. The system lets users submit reports at their own pace. No more frustration waiting for the non-emergency line.
Every report gets tracked with a reference number for follow-up enquiries. That means you can check back on your case without having to explain everything again to a different operator.
The Numbers Behind the Change
The push comes as call volumes continue climbing.
Kent Police received 456,000 calls to their 101 non-emergency line in 2024/25 – that’s an 8% jump from the previous year. But the digital shift is working. About 25% of Kent Police non-emergency reports now come through online channels, cutting call handling time by 40%.
Nationally, the average wait time for 101 calls sits at 12 minutes, though Kent residents often face 15-20 minute waits during peak periods. The #FreeTheLineFor999 campaign reflects a broader trend across UK police forces, who’ve expanded online reporting since 2020 to cope with rising demand.
Mixed Reception
Kent Police say the online tools enhance efficiency and ensure 999 lines stay available for life-threatening situations. Many residents appreciate the convenience – especially busy families who can report incidents from home rather than travelling to police stations.
Yet some prefer phone support for complex cases or when dealing with vulnerable situations. Police unions warn that the digital shift risks excluding elderly residents or those without reliable internet access, calling for balanced investment in both systems.
Key Takeaways
- Kent Police’s online reporting system operates 24/7 for non-urgent incidents like antisocial behaviour and vehicle theft
- The force handled 456,000 non-emergency calls in 2024/25, up 8% from the previous year
- Online reporting now accounts for 25% of non-emergency reports, reducing call handling time by 40%
What This Means for Kent Residents
You can now report minor crimes and incidents from your Canterbury flat, Maidstone office, or Thanet home without calling 101 and waiting on hold. The online portal at kent.police.uk/report-a-crime-or-incident walks you through each step and gives you a reference number to track your case.
However, always call 999 for emergencies requiring immediate police attendance – the online system is designed for incidents that have already happened and don’t need urgent response.
Source: @kent_police
Published: 6 May 2026