GMP hits a huge milestone by taking their 500,000th LiveChat

Over the weekend, LiveChat hit a huge milestone, with GMP's control room taking its 500,000th LiveChat submission since the feature began in 2017.

Half a million represents the scale of public confidence in this service and the significant volume of demand we’ve successfully diverted away from telephone contact, allowing our call handlers and officers to focus on those in immediate danger.

It is a huge achievement for the force, showing that LiveChat has become one of the main ways people in Greater Manchester choose to contact us, with an average of 217 conversations every day demonstrating growing awareness, trust and preference for digital communication.

Every time LiveChat is used for non‑emergency police matters, it reduces the pressure on emergency lines and allows call handlers to prioritise life-threatening incidents without unnecessary diversion. It is important to remember that all chats are answered by a real call handler, not artificial intelligence.

On Sunday 14 December at 6.15pm, a call handler that has worked on LiveChat since it was introduced, took our 500,000th chat. The report involved a neighbour dispute, precisely the type of non-urgent matter the service is designed for.

With an average response time of just 20 seconds, the call handler obtained the necessary information, provided safeguarding advice and arranged an appointment for an officer to attend in the following days.

The broader benefits of digital contact for both the public and the force are extensive. LiveChat usage has increased every year since its launch, and GMP now receives 134% more chats per day than in its first full year of operation.

Post-chat survey data shows 60% of LiveChat users say they would have phoned 101 if the service had not been available, equating to approximately 300,000 avoided 101 calls over an eight‑year period and saving around 37,500 calls every year. This not only reduces pressure on the non‑emergency line but also improves waiting times for those who still need to access 101 by phone.

LiveChat is discreet, it is a great option for anyone that is in danger but feels anxious, uncertain or uncomfortable making a voice call. It enables individuals to report concerns safely and privately, in a way that feels manageable for them.

This makes it a vital tool in our efforts to protect those experiencing domestic abuse and tackle violence against women and girls, as it allows victims to contact us discreetly when they may not be able to speak openly or make a phone call.

TravelSafe LiveChat is a revolutionary feature now available via the Bee Network app and QR codes on buses and trams. It allows users to discreetly report crime, anti-social behaviour or any situation that makes them feel unsafe directly to trained police call handlers.

The number of QR codes has been massively increased, and we are delighted to be seeing a large rise in its usage, as it allows us to keep people traveling in Greater Manchester safe and identify prolific offenders.

Head of Contact Management and Business Transformation, Rebecca Greaney, said: “Reaching 500,000 LiveChat conversations is an incredible achievement for Greater Manchester Police and a testament to the trust our communities place in us.

“Every single chat represents someone reaching out for help, advice or reassurance, and choosing a modern, discreet and accessible way to do so.

“LiveChat has become one of the main ways people contact us, and it has transformed how we manage non‑emergency demand, and telephone contact.

“I’m immensely proud of our dedicated call handlers, whose professionalism and compassion mean we can respond quickly and effectively to thousands of people every week.

“This milestone shows how digital policing can make a real difference to public safety, and we will continue to build on this success to ensure our services are there for everyone who needs us.”