Independent Review finds leadership failures and workplace culture issues at North Wales Fire Service

 

An independent review of North Wales Fire and Rescue Service (NWFRS) has found serious leadership failures, bullying, favouritism in promotions, and a culture of fear that has left many staff unwilling to speak out.

The review, conducted by Crest Advisory, highlights that while some improvements have been made since 2021, deep-rooted problems remain.

The review, commissioned by NWFRS and Mid and West Wales Fire and Rescue Service (MAWWFRS), follows mounting scrutiny of fire service culture across Wales.

It is based on 311 staff survey responses, interviews, focus groups, and written submissions, painting a picture of widespread workplace issues and a lack of accountability at senior levels.

The report found that 42% of surveyed NWFRS staff had personally experienced bullying or harassment since 2021, while 49% had witnessed such behaviour.

A further 17% reported experiencing discrimination, with gender-based discrimination the most frequently cited issue. Many employees felt unable to report concerns due to fear of retaliation.

Fewer than half of staff believed senior leaders were genuinely invested in improving the service’s culture, and many refused to disclose their gender, role, or department in survey responses, fearing they could be identified.

There was a widespread perception that complaints were handled unfairly, lacked confidentiality, and did not lead to action.

Leadership was a particular focus of the report, with concerns about accountability, transparency, and promotion processes.

The review found that senior managers and middle leaders were the most frequently reported for bullying, harassment, and abuse of power.

Survey respondents also reported witnessing senior officers engaging in intimidation, sexual harassment, and favouritism.

Some leaders were accused of protecting one another rather than addressing misconduct, creating a culture where complaints were ignored or dismissed.

One staff member stated, “We get the culture thing rammed down our throats but it is really difficult when there is a sandwich in the middle [middle management] that stops you from being able to make those changes.”

Concerns about promotion processes and favouritism were a major theme in the report.

Seventy-one per cent of staff identified favouritism and bias as a weakness within NWFRS.

Allegations were made that exam scores were altered and preferred candidates received advance notice of interview questions.

Some staff felt unable to challenge leadership without risking their career prospects.

One respondent said, “The service actively seeks to employ a 50/50 gender split in cohorts, which devalues the women that join because their colleagues only see them as making up the statistic.”

Chief Fire Officer Dawn Docx acknowledged the report’s findings and issued a full apology to staff who had suffered negative experiences.

She said, “Our staff have asked for change, and we are listening. We appreciate their courage in providing honest feedback. They have recognised the improvements already made but reflect that we still have some way to go.”

She described the report as “a watershed moment” for the organisation and took responsibility for ensuring change.

“I want to say sorry to those who have not had a good experience – everybody deserves to feel heard, safe and valued in their workplace.”

Ms Docx outlined immediate steps being taken, including the establishment of a confidential hotline for staff to report concerns and the appointment of a leadership development specialist to improve management culture.

She also confirmed that the service would implement all recommendations to ensure workplace improvements.

She defended the professionalism of frontline firefighters, saying, “I would like to emphasise that this report does not bring into question the services we provide to the public – the vast majority of our staff are truly professional people who provide a fantastic service to the public across North Wales.”

“Our staff respond to protect the public, day in day out, with kindness and respect – and the findings of this report are about making sure we improve how we treat each other with kindness and respect.”

NWFRS has pledged to regularly update staff on progress as it implements the report’s recommendations.

North Wales Fire Authority Chair Councillor Dylan Rees described the review as “a pivotal moment”, stating, “We fully accept the findings of the review and recognise the importance of driving meaningful cultural change.”

The findings have prompted a response from Jayne Bryant MS, Cabinet Secretary for Housing and Local Government, who described the reports into North Wales and Mid and West Wales Fire and Rescue Services as deeply concerning.

She highlighted that the issues raised mirror those exposed in South Wales Fire and Rescue Service last year, where Commissioners were appointed to oversee the service following an independent review.

Ms Bryant stated that the reports detailed “incredibly worrying behaviours which are unacceptable in any workplace” and called for immediate and decisive action to dismantle harmful workplace cultures.

She confirmed she had met with the Chairs of both Fire and Rescue Authorities and Chief Fire Officers to discuss their response, saying she expects them to act with urgency.

She added, “I will monitor the situation closely and urgently work to establish how best to achieve and sustain cultural change across the Fire and Rescue Service.”

Welsh Conservative Shadow Cabinet Secretary for Equalities and Social Justice, Dr Altaf Hussain, described the findings as “shocking” and praised those who had spoken out.

He said, “This behaviour is wholly unacceptable, and the courageous individuals who came forward must be commended. These brave individuals who serve our communities deserve respect, fairness, and support—not a toxic workplace.”

• Information from Crest Advisory about the review is available here.