Case Study: Suffolk Constabulary improves domestic abuse support with Futr live chat

Domestic Abuse support through live chat

Suffolk Constabulary worked with Futr to improve support for domestic abuse victims, building on an existing live chat trial. The challenge was to offer a safer, more private way for people to get help, especially for those who were anxious about speaking on the phone or having officers come to their door.

Futr helped Suffolk Constabulary launch a live chat service with custom safety features such as a clear welcome message, dissolving text, a quick exit button, scheduled follow-up, and transcript capture for evidence and triage. The month-long trial showed stronger engagement and richer detail from victims, with 54 conversations, 2,292 total messages/requests, 40-second average wait times, and 40-minute average conversation length, while also improving access, multilingual support, and ongoing signposting to other services.

Suffolk Constabulary

Rob Jones

Assistant Chief Constable