The Office of the Police, Fire and Crime Commissioner (OPFCC) for Northamptonshire has been officially recognised for delivering outstanding customer service after achieving the Customer Service Excellence (CSE) Standard following a rigorous independent assessment.
This award demonstrates the Commissioner’s Customer Service team’s commitment to providing a fair, transparent, and high-quality service for the public.
It also marks a major milestone as Northamptonshire OPFCC’s Customer Service team is the first local policing body that handles police complaints to receive this accreditation, a clear reflection of its dedication to accountability and continuous improvement.
The assessment took place on 25 November 2025 and examined performance across five key areas: customer insight, organisational culture, information and access, delivery, and timeliness and quality of service. It involved a detailed review of 57 elements of the CSE Standard, analysis of supporting documents, and interviews with staff and partner organisations to ensure the findings reflected real practice.
Seven elements were awarded Compliance Plus, the highest grade available.
Since taking on police complaints in 2020, the Customer Service team has grown from three members to seven and invested heavily in training and development, including specialist skills in mental health and vulnerability, to make sure the service meets the needs of everyone. Every improvement has been evidence-based and focused on enhancing the customer experience.
The team consistently performs above national standards. Complaints are acknowledged within 24 hours—well ahead of the 48-hour target—and reviews are completed within 28 days. In the last quarter, 78% of complaints were resolved through service recovery compared to a national average of 67%.
Benchmarking shows Northamptonshire outperforming similar forces in key metrics.
Collaboration with partner organisations ensures coordinated services that benefit complainants, and performance standards remain high thanks to regular monitoring and benchmarking against similar organisations.
Police, Fire and Crime Commissioner Danielle Stone said:
“Achieving Customer Service Excellence is a testament to our unwavering commitment to the people of Northamptonshire. This certification shows that we not only meet national standards but exceed them—acknowledging complaints within 24 hours, resolving issues faster than the national average, and ensuring every voice is heard. Our team works hard to provide a fair, transparent, and compassionate service, and we will continue to build on this success to strengthen trust and confidence in policing and public safety.”
Danielle added:
“It’s great that the team’s efforts are recognised externally. Colleagues know their hard work is being acknowledged, and that motivates us to keep improving. Every change we make is based on evidence and focused on delivering the best possible service to the public.”
The Customer Service Excellence quality mark encourages organisations to focus on individual needs and create a culture where great service thrives. For the OPFCC team, this accreditation proves that complainants are at the heart of everything they do.
The certification is valid for three years, with annual reviews to ensure standards remain high and the service continues to evolve.
Work like this is a key part of the Police, Fire and Crime Commissioner’s Safe and Sound plan, which aims to keep our communities protected and supported. The annual budget consultation is your opportunity to influence how resources are allocated across policing, fire and rescue services, and community safety initiatives. Have your say and help shape the future of safety in Northamptonshire: https://www.research.net/r/OPFCCPR25
