In 2010, the Government set out its commitment to establish a national non-emergency police number for England and Wales which would provide a single, memorable non-emergency number for contacting the police (101). This study reviewed the extent to which the 101 service was operating as intended in some of the first forces to implement 101. The study also examined call handling of non-emergency incidents more generally, including public perceptions and expectations of how non-emergency incidents should be dealt with. Interviews with national and local stakeholders as well as members of the public who had used the 101 service were undertaken. These were supplemented by focus groups with the public to understand wider attitudes to contacting the police. The main topics covered by this study include the following: implementation of the single non-emergency number for contacting the police (101); call handling of non-emergency incidents; public perceptions and expectations of how non-emergency incidents should be dealt with; views of national, local stakeholders and members of the public who had used the 101 service; public attitudes to contacting the police.