Dyfed-Powys Police ranked quickest for answering 999 emergency calls

Figures for the period January to August 2025 show its Force Communication Centre (FCC) had the quickest response times in Wales.

And for the month of September, Dyfed-Powys Police answered 999 calls in an average of 4.33 seconds, making it the fastest police force in the UK for that period. The target set nationally is ten seconds with an average speed of answer in September at 7.71 seconds.

The force says this “significant progress” over the past 18 months follows the introduction of new technology, enhanced ways of working, and the recruitment of 20 new team members, thanks to investment by police and crime commissioner (PCC) Dafydd Llywelyn.

Karen Marshall, Force Communication manager, said: “I am very pleased that Dyfed-Powys Police is consistently able to quickly answer callers who are needing police help. Everyone in the FCC is committed to providing an excellent service to our communities and visitors to the Dyfed-Powys area.”

More than 47,000 emergency calls were received between January and September 2025. The team also received more than 117,000 non-emergency calls through the 101 phoneline, and a further 32,000 digital contacts via social media, the force website and by email – all within the past nine months.

Funding from the PCC has enabled the introduction of a new telephony system, omnicompetence training for the call operators and an increase in staffing numbers.

The new phone system routes calls to the most suitable operator based on their skillset. It also ring-fences two operators who are always free to take a 999 call; if they both take a call at the same time, it will ring fence a third operator.

Another enhanced feature is the callback function. This new system gives the caller the option to leave their phone number rather than wait in a queue. This means that if all the operators are engaged with answering 999 calls, they can call members of the public back at a convenient time, which is usually within around twenty minutes to an hour.

Dyfed-Powys Police says “one of the biggest shifts” is the new omnicompetence training program, which equips FCC staff to become proficient in all aspects of contact handling, including call taking, dispatching officers to incidents, monitoring the digi-desk and operating CCTV.

Mr Llywelyn said: “I am extremely proud of our FCC for their continued dedication and professionalism. They play a vital role in ensuring that people in the Dyfed-Powys area get the help they need when they need it most.

“The additional investment made through last year’s precept has helped strengthen this service, supporting the introduction of new telephony systems and enhanced training for staff. It’s clear that this focus on improvement is paying off, with our communities benefitting from an even more responsive and efficient service.

“I’d like to thank all the staff who work in the Control Centre for their hard work and commitment, and I am confident that their continued efforts will maintain this high level of performance.”