Hertfordshire Fire and Rescue Service (HFRS) is changing the way it measures its response times to calls, six months after failing its first engine response target.

The service states it is making the alteration in order to give “a more complete picture of the emergency response”.

Currently, response times are calculated from the second a vehicle is dispatched to the time of its arrival at the scene, with the goal of 90% of first engines arriving within 10 minutes.

But going forward, HFRS plans to amend its response times to begin from the moment a 999 call is received, in line with the Home Office’s national reporting framework.

Hertfordshire Fire and Rescue Service is changing the way it measures its response times to calls, after failing its first engine response target.

placeholder image — Hertfordshire Fire and Rescue Service is changing the way it measures its response times to calls, after failing its first engine response target.

Targets will also change from a goal of 90% of first response vehicles in 10 minutes to a new average first response time.

The policy change is outlined in an Operational Cover Review report due to be presented to Hertfordshire County Council’s public health and community safety cabinet panel on Thursday, June 4.

The report states: “Measuring from the time of call provides a more complete picture of the emergency response, as it includes the time taken to handle the call and mobilise crews.

“Call handling times can vary depending on the nature of the incident and the volume of calls or demand received at the time, typically ranging from 30 to 90 seconds.

“Excluding this stage can result in shorter reported response times that don’t fully reflect the public’s experience —most people naturally consider response time to begin when they dial 999.”

In December, the service’s 2024-25 performance report showed it had failed to hit its attendance target. The first engine response time in 10 minutes fell to 83% – down from 89.6% in 2023-24, against the target of 90%.

At the time, Chief Fire Officer Alex Woodman told audit committee members that some were failing by a matter of 15-20 seconds, “but any delay is unacceptable”.

This week’s Operational Cover Review report says the policy change will result in several key benefits, including national consistency with Home Office response times, improved comparability with other forces and a clearer public understanding.

It adds: “These changes do not change our commitment to fast and effective emergency response. It simply updates how we report performance, making it easier to understand, compare and improve.”