Non-emergency calls 1090/2025

FOI Reference: 1090/2025

Request

1. Please can you tell me how many calls to your force's non-emergency police number 101 were made between 1 November 2022 and 1 November 2025.
2. I would also like to know how many of these calls went unanswered.
3. What was the average time for someone to answer the call the non emergency 101 number.
4. What was the average time for a call to be ended without being answered?
5. What is the current target time for 101 calls to be answered and how many calls were not answered within that target time?

I can confirm that Dyfed-Powys Police does hold the information requested, as outlined below:-

Response Q1

496,838 calls

Response Q2

27.32% abandoned rate – this has improved significantly in the last 12 months

Response Q3

223 seconds

Response Q4

If there are no operators available to take a call when someone rings in, it will remain in a queue until someone is available to take the call. It would not cut the caller off after a set period.  However, if the caller does not want to sit in a queue for an indefinite period, we do have an option for a call back- where by their details are stored on the system, and they will be contacted back as soon as possible.

Response Q5

There are no target times for answering 101 calls either in Dyfed-Powys Police or nationally.

It should be noted that as a result of the systems adopted by Dyfed-Powys Police in relation to the recording of such information that the information released may or may not be accurate.

(This is a response under the Freedom of Information Act 2000 and disclosed on 10/11/2025)