Dyfed-Powys Police has been named the fastest force in the UK for answering 999 calls.

Between January and August 2025, the Force Communication Centre (FCC) in Dyfed-Powys recorded the quickest average response times for emergency calls in Wales, with the speed of answering 999 calls reaching an average of just 4.33 seconds in September. By comparison, the national target is 10 seconds, and the UK average for the same month was 7.71 seconds.

The FCC, which handles both emergency and non-emergency contacts, has seen a significant increase in demand. Between January and September, staff received more than 47,000 999 calls, over 117,000 calls through the 101 non-emergency line, and approximately 32,000 digital contacts via email, social media, and the force website.

Chief Force Communication Manager Karen Marshall 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.”

The force attributes the improvement to several initiatives, including the introduction of a new telephony system, enhanced “omnicompetence” training, and the recruitment of 20 additional staff. The technology upgrade routes calls to the most suitably trained operator and includes a callback option for callers waiting in the queue, typically returning calls within 20 minutes to an hour.

Omnicompetence training allows operators to handle all aspects of contact management, from call handling to dispatching officers, monitoring digital communications, and operating CCTV. Staff say the training has reduced call times and improved the efficiency of responses.

Police and Crime Commissioner Dafydd Llywelyn highlighted the importance of the investment, which was supported by an 8.6 per cent increase in the average Band D council tax precept in January 2025.

“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.” he said.

“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. “