POLICE are doubling switchboard staff at two controversial new call centres.

The Durham force has faced a barrage of complaints from people claiming their calls to police stations often went unanswered and, if they did get through, they were unhappy with the operator's response.

The twin centres have operated for the past six months at Bishop Auckland police station and the police headquarters site at Aykley Heads, Durham.

When they were introduced, it was said they could end the need to answer routine calls at individual police stations and give officers more time on front line duty.

But following the launch, the number of calls handled by switchboard operators increased from 51,000 in April to 66,000 in August, excluding the 7,000 emergency 999 calls a month that go straight to specialist handlers.

At the same time, recorded incidents requiring a police response rose by ten per cent, to nearly 74,000.

Supt Barry Knevitt, the force's head of communications, admitted that the switchboard had struggled to cope at peak times in the past.

Now both centres will operate from 8am until 10pm seven days a week, instead of from 8am until 6pm from Monday until Friday.

There is also a new help desk manned by experienced officers to take pressure off operators between 8am and 9pm.

Supt Knevitt said: "Our difficulty in responding quickly has been a source of complaint at public meetings.

"And it's an issue raised regularly by county, district and parish councillors. At critical times of the day we have struggled to give the service the public has every right to expect.

"But we are taking steps to get the balance right. We believe the extra staff will ease pressure at peak times and speed up our response."

North West Durham MP and Government Chief Whip Hilary Armstrong and Darlington Borough Council leader John Williams are among a number of public figures meeting Chief Constable Paul Garvin over the issue.

Ms Armstrong said: "People have been very frustrated. I can understand their concerns."

Garry Huntington, the Mayor of Shildon, welcomed the new development.

He said: "I am pleased that this is happening at long last.

"We will keep a watching brief until we are satisfied that it is working properly."