BTP Text for Help Service - Experiences?

[alexl92]

When the new British Transport Police (BTP) anonymous text number was launched I thought it was a fantastic scheme - a great, easy way to report concerns. However, I have some doubts about its effectiveness (or perhaps efficiency), and I'm interested to hear others' thoughts.

This evening, I was on the 1846 Huddersfield - Leeds FTPE service.
Shortly after we left Huddersfield, I witnessed some tensions rising - one guy had an issue with another guy on the train (I believe bloke A thought bloke B had made an inappropriate advance on his other half), which then escalated to another two guys taking the side of bloke B, with some serious verbal abuse being hurled including some stuff bordering on racist slurs (bloke A being black, the rest being white). This progressed to threats along the lines of "I'll be waiting for you at Leeds."

At this stage I was genuinely concerned that things were gonna come to fists, and so began to scan the train for the BTP number, in the hope of some officers being around at Leeds in case these guys either didn't calm down, or they decided to 'settle' things in the station. Unfortunately the number's not displayed anywhere on the 185s.

Somewhere around Dewsbury I realised I had the number saved in my phone, so shot off a text stating 'FTPE 1912 LDS - Scarborough...' with a quick description of the events. Around 6 or 7 minutes later, after I'd already left the train at Leeds, I got a text back asking for further info including the train's next stop. I didn't bother replying as it was by then too late, although to my knowledge things didn't kick off any further.

That's the thing that really annoyed me. Why weren't the BTP staff able to take a quick look on realtimetrains or make a quick call to a tpe office, which would have told them that the 1912 Leeds - Scarborough was in fact 1E91 1722 Liverpool Lime Street - Scarborough and that at the time of receiving the text it was still a few minutes away from arriving in Leeds - and therefore officers from the BTP office in Leeds Station could have been informed.
(I don't have working 3G on my phone so couldn't give them the train's reporting number myself). It seems to me that the current system is quite inefficient.

Anyone else had any experience with this number, positive or negative? I'm really interested to hear. As I say, I think the concept is excellent.

Regards

 

[tmzmoz]

Ive only had to use the number once reporting a on going attempted bike theft. Very effective in my experience, they asked for more details and within 1 hour I had a reply stating that officers had attended, arrested the suspect and thanking me for my help.

Little did the bike thief know

 

[transmanche]

However, I have some doubts about its effectiveness (or perhaps efficiency), and I'm interested to hear others' thoughts.

FWIW, it says on the BTP website:

Can I text you in an emergency?
In an emergency always call 999. The 61016 text number is monitored 24/7 but there is no guarantee that your text will be received in time, so you should not use it to call for assistance in an emergency.

What is and is not an emergency may not always be obvious. But I guess what they are implying is to use the text to report something that has already happened (so they can check CCTV etc.) but to call if you need an officer deployed quickly. Which is a shame as many people would feel safe summoning the police via text, but may not feel safe making a phone call within earshot of the offending party.

 

[the sniper]

Realistically you need to give BTP at least 10 minutes notice if you want to get your train met in at a BTP manned station, and that's if you're calling them. With the text thing you have to bear in mind that someone is having to go through all the messages coming in from all across the country, understand them, interpret their significance and create logs that the control room then (try to) resource. Sometimes if you call the non emergency number you'll be waiting a couple of minutes to get through, so a text probably gets delayed longer than that.

Knowing the BTP first contact centre from both my time in BTP and since I've been on the railway, I don't think I'd personally bother with the text service. I'd want/need to talk to them to ensure the situation, location and what I needed was understood and correctly interpreted for the log. The text service is theoretically a useful compromise where people really can't talk though.

 

[LowLevel]

The instructions are the same for railway staff - we have direct internal numbers for BTP but in genuine high risk emergencies the instruction is to dial 999 as if it's really serious they may dispatch local officers instead (imagine my surprise when one evening an incident involving 10 lads refusing to pay and threatening the guard resulting in a squad of 10 or so local coppers turning up to meet the train and marching said group off at taser point and making them face a wall with their hands on it while details were taken).

 

[BestWestern]

My interpretation of the text service was that is was merely a means of BTP being able to 'box tick' - if they reply to your text they have responded, if you phone something through and they can't attend, they haven't. Is that an accurate picture?!

 

[Carntyne]

It does work well in my experience. Used it a couple of times off duty and saw action being taken 4 mins after my text. Key is giving them as much as you can in the first text, so they can fire it off to local teams.

I know they are stretched numbers-wise in Scotland, but they've always been good with me regardless of how you get in contact, via the internal number or external number/text.

 

[DeparturesBeck]

Have used the email version to report a guy begging/hassling customers around ticket machines inside a station. Included a photograph of the guy in the email, about fifteen minutes later two officers had arrived and removed him from the station.

 

[Hadders]

Couldn't you ask the guard for assistance?

 

[Tracky]

As a guard I use the BTP Text service far more than I thought I would.

It is ideal for reporting low level stuff like groups of youths hanging around stations, smoking, drinking etc. Over the area I work, getting met is more down to luck of where the officers are. Traditionally, I would avoid speaking to the control room and phone the next station but BTP don't appreciate that as the incidents don't get logged - boxes don't get ticked. If I am hopeful of a service being met I will text "please meet at xxxx station if poss".

Unfortunately CRS codes are not integrated in the BTP systems so it is best not to use them.

 

[IanXC]

I've used this quite a few times. Last time I reported a begger who was causing nuicance around a station concourse. Not directly causing me an issue - I was about to catch a train in any case, but response received within the hour:

Thank you for your text, the actions taken regarding this incident were Officers located male and escorted him from the station. Thank you for your message

Regards
BTP First Contact Centre
0800 40 50 40

I think the BTP are providing a really great service. Compare and contrast with a Territorial force and the service being delivered is head and shoulders above for these kinds of incidents.

 

[alexl92]

Couldn't you ask the guard for assistance?

Guard was at the other end of a crowded train so getting up there would have taken as long as the journey. Also, the guard on this service was a young, fairly skinny lad and the blokes involved were all fairly big - If they wanted a fight they could have put him down in one.
- - - - - - - - - - - - - - - - - - - - -

Thanks everyone for your experiences. I certainly feel I understand its use and how it works better at this point!

 

[Hadders]

Guard was at the other end of a crowded train so getting up there would have taken as long as the journey. Also, the guard on this service was a young, fairly skinny lad and the blokes involved were all fairly big - If they wanted a fight they could have put him down in one.
- - - - - - - - - - - - - - - - - - - - -

Thanks everyone for your experiences. I certainly feel I understand its use and how it works better at this point!

But aren't we led to believe by many members of this forum that the answers to these sorts of problems is to keep guards on trains

 

[mbreckers]

Was on a packed TPE from Manchester - Glasgow Central, disruptive passenger who stunk of booze and had a significant recent head injury being aggressive to my friend because he was in crutches. Texted BTP who advised that officers would meet the train Lancaster, no officers there and never heard anything back

 

[EM2]

Somewhere around Dewsbury I realised I had the number saved in my phone, so shot off a text stating 'FTPE 1912 LDS - Scarborough...' with a quick description of the events. Around 6 or 7 minutes later, after I'd already left the train at Leeds, I got a text back asking for further info including the train's next stop. I didn't bother replying as it was by then too late, although to my knowledge things didn't kick off any further.

That's the thing that really annoyed me. Why weren't the BTP staff able to take a quick look on realtimetrains or make a quick call to a tpe office, which would have told them that the 1912 Leeds - Scarborough was in fact 1E91 1722 Liverpool Lime Street - Scarborough and that at the time of receiving the text it was still a few minutes away from arriving in Leeds - and therefore officers from the BTP office in Leeds Station could have been informed.

If this is exactly what you sent then they may have been asking for clarification, as you've said it's a Leeds to Scarborough service leaving at 1912. As it has not yet got to Leeds (and therefore it's not 1912) they may been understandably confused.

 

[Bigfoot]

I used it to report aggressive begging on a train. Train was met and people apprehended. Also recieved messages asking for descriptions and a follow up message to ensure I was ok saying please respond otherwise btp would be in contact to ensure my safety. I was rather impressed.

 

[mono1989]

I find it can be hit and miss. It's good for reporting incidences where people have walked off without dealing with us regading a fare evasion issue. I also find it helpful when repeat offenders push through as it builds a case log.

If I need the BTP to come asap the I always prefer phoning them to ensure all the correct details are obtained

 

[Ibex]

Ive only had to use the number once reporting a on going attempted bike theft. Very effective in my experience, they asked for more details and within 1 hour I had a reply stating that officers had attended, arrested the suspect and thanking me for my help.

Little did the bike thief know

I had a similar experience myself; arrived back at my local station to collect my car and spotted a guy who was acting quite suspiciously around the bike racks and the car park to the extent of hiding between cars when someone walked vaguely near him.

Dropped a swift text to the BTP, then received a text back an hour or so later saying officers had attended and there was no trace but he'd instead been caught at the next station down the line where he was in the process of stealing two mopeds. Had a call from a very friendly officer the next day to take a statement over the phone and as far as I know he eventually got shopped for a whole string of thefts over time.

Overall I thought it was efficient and it's an excellent way for people to report things without fearing they'll be caught doing so.

 

[Dieseldriver]

I had a similar experience myself; arrived back at my local station to collect my car and spotted a guy who was acting quite suspiciously around the bike racks and the car park to the extent of hiding between cars when someone walked vaguely near him.

Dropped a swift text to the BTP, then received a text back an hour or so later saying officers had attended and there was no trace but he'd instead been caught at the next station down the line where he was in the process of stealing two mopeds. Had a call from a very friendly officer the next day to take a statement over the phone and as far as I know he eventually got shopped for a whole string of thefts over time.

Overall I thought it was efficient and it's an excellent way for people to report things without fearing they'll be caught doing so.

But aren't we led to believe by many members of this forum that the answers to these sorts of problems is to keep guards on trains

Do you have to be so immature as to make a dig like that on a completely unrelated thread. You're trying to wind up people who are concerned about their job security for the future. Complete Idiot.

 

[theshillito]

I've only used the service once and that was when there were kids running across Metrolink tracks, only to be told that BTP don't cover Metrolink and they passed it onto Greater Manchester Police instead.

 

[HstRailfan]

My experience using the text service has been very good, I remember on the The then AGA Romford Upminster shuttle there was a few drunk passengers and I reported it and when we arrived at Upminster Security met the train and removed them from the station.

 

[Antman]

The only time I've used it was when a train I was on came under a hail of stones in the Beckenham area, window shattered but nobody injured. It was dark and those responsible had probably legged it but I thought I should tell them.

They text me back a few minutes later by which time we were stopped at Bromley South and staff were attending to it.