Fire service appoints cultural change consultants following damning review
Mid and West Wales Fire and Rescue Service has appointed independent consultancy Senseia to lead a major programme of cultural reform, following the publication of a damning independent review that found widespread bullying, harassment, and discrimination across the organisation.
The review—commissioned jointly with North Wales Fire and Rescue Service and conducted by Crest Advisory—found that nearly half of survey respondents had personally experienced bullying or harassment since June 2021, with more than half having witnessed such behaviour. One in five reported discrimination, and 10% of female respondents said they had experienced sexual harassment.
Staff described the service as an “operational boys’ club,” where personal connections with senior leaders fostered favouritism and nepotism. The report also highlighted a pervasive fear of retaliation, poor disciplinary procedures, and a lack of confidence in leadership to address unacceptable behaviour.
“Firstly, and most importantly, I would like to apologise unreservedly to any of my colleagues who have been subject to bullying, harassment or discrimination in any form,” said Chief Fire Officer Roger Thomas KFSM. “This is wholly unacceptable and does not align with the values and behaviours that we espouse or endorse as a Service.”
A new chapter
The appointment of Senseia follows a competitive procurement process and marks a significant milestone in the Service’s commitment to cultural transformation. The consultancy has a track record of working with emergency services and public sector organisations to foster inclusive, high-performing workplace cultures.
“The appointment of Senseia comes at an important time within our culture improvement journey,” Thomas added. “We are committed to ensuring that our workplace is not only safe and resilient but also one in which our staff can thrive.”
Senseia will work closely with staff and leadership teams to implement practical reforms, including leadership development, improved communication strategies, and accountability measures. The goal is to build a workplace rooted in trust, collaboration, and respect.
“We are honoured to support Mid and West Wales Fire and Rescue Service at this pivotal time,” said Jason Langley, Co-founder of Senseia. “Our aim is to help build a team where everyone feels proud and responsible for providing a service the community needs and expects.”
Key findings from the review
The Crest Advisory report, published in February, paints a stark picture of the internal culture at MAWWFRS:
- 47% of respondents reported personal experiences of bullying or harassment
- 54% had witnessed such behaviours
- 20% experienced discrimination; 10% of women reported sexual harassment
- Only 17% of staff consistently reported unacceptable behaviour in practice, despite 85% saying they would in theory
- Disciplinary procedures were described as “unprofessional, not impartial, not confidential, unfair and ineffective”
The review also found that staff felt overworked and unsupported, with many describing a lack of wellbeing provision and a culture of “toxic positivity” at senior levels.
“MAWWFRS remains stuck in the past,” the report concluded. “Without decisive action to align its culture and structure with contemporary public safety priorities, the Service risks failing its employees and the public it serves.”
Governance and next steps
The Fire Authority Chair, Cllr Gwynfor Thomas, said members were “saddened” by the findings and pledged to deliver the report’s recommendations without delay.
“We are humbled by people’s courage in giving open, honest and challenging feedback,” he said. “Under the leadership of Chief Fire Officer Roger Thomas, meaningful progress has already been made—but we are acutely aware that more work needs to be done.”
The Service has already established a Culture and Inclusion Board and working groups to oversee implementation. Senseia’s appointment is expected to accelerate progress and ensure that reforms are embedded across all departments and stations.
The Welsh Government has said it will monitor the situation closely and expects “clear and decisive action” to dismantle damaging cultures and ensure staff feel safe and valued.
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Kit Peters
