Between January and August 2025, the Force Communication Centre (FCC) was the quickest to respond to emergencies in Wales.
Significant advancements have been achieved over the past year-and-a-half, thanks to the introduction of new technology, improved working methods, and the recruitment of 20 additional team members.
This progress was made possible by the investment from Police and Crime Commissioner, Dafydd Llywelyn.
The FCC has been managing high demand for police services, having received over 47,000 emergency calls between January and September 2025.
During the same period, the team also handled more than 117,000 non-emergency calls via the 101 phoneline, and a further 32,000 digital contacts through social media, the force’s website, and email.
The team has not only risen to the challenge but exceeded expectations, providing a swifter and more efficient service to the public.
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In September 2025, Dyfed-Powys Police answered 999 calls in an average of 4.33 seconds, the fastest response time in the UK for that period.
The national target is 10 seconds, with an average speed of answer in September at 7.71 seconds.
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.”
In January 2025, the Dyfed-Powys Police and Crime Panel unanimously supported the Commissioner’s precept proposal for 2025/26, which increased the average band D property by 8.6%.
These additional funds have been used to boost frontline capabilities, including the introduction of a brand-new telephony system.
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, a third operator is ring-fenced.
Chris, who joined the FCC as a call handler in February 2024, said: “Because we’re trained in all roles, it means we can flex our resource to meet the demand.
“If we’re experiencing high demand in a certain area, more staff can be allocated there to ensure wait times are kept low and the public are responded to quickly.”
Police and Crime Commissioner Dafydd Llywelyn said: “I am extremely proud of our Force Communication Centre (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.”
