Nottinghamshire police have apologised to a family who had to wait three hours for officers to arrive after an armed gang forced their way into their home.
Mathew Sims, 24, said he could have been killed as one of eight burglars swung an axe at him in his kitchen in Arnold, Nottingham.
When his girlfriend, Sarah Barham, 24, rang 999, the operator told her there was no-one immediately available.
The couple's two children were unhurt in the robbery on 22 April.
An investigation is continuing into the attack.
Mr Sims suffered a cut to his ear after the offender's axe smashed through the kitchen's glass door.
The robbers, wearing balaclavas, then took items including the family's game console, satellite navigation system, phones and a bag which contained house keys, car keys and bank cards. Four days later, the couple's car was stolen.
Letter of apology
Mr Sims said: "I've had a look at the door and the height of where the axe struck the door, and it's on the level with my head.
"They weren't heading for no other place other than my head, and if they'd have hit me God knows what my girlfriend could've come downstairs to."
Miss Barham added: "I think it is ridiculous that no one came.
"They should respond, and we should have been their priority - not for them to come three hours later."
Ch Insp Andy Burton said: "On this occasion the way control room staff dealt with this incident fell way short of the standard I expect.
"The force has apologised to the family by way of letter and I personally have contacted the family this morning.
"An investigation is being carried to find out why there was not an immediate response and any findings will be shared with the family."
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