Victim Updates and Portal
When someone becomes a victim of crime, the experience can be upsetting, confusing and uncertain. One of the most common concerns people tell us about is not knowing what is happening with their case. Questions such as "What happens next?", "Who will keep me updated?" and "When will I hear from someone?" can add to an already difficult situation.
At South Wales Police, we know that clear communication can make a real difference. Victims should feel informed, supported and reassured while their case is being investigated. However, as crime becomes increasingly complex and demand continues to grow, providing timely and consistent communication can be challenging, despite the professionalism and commitment of our officers and staff.
To help keep victims informed about their case, South Wales Police has introduced a new approach to communication that provides clearer information, timely communication and easier access to case information. The aim is to help victims feel informed, supported and connected while their case is being investigated.
How it works
Victims may receive information about their case at key stages of an investigation. This helps people understand what is happening, what may happen next and where they can access support if they need it.
Some information is provided automatically, helping ensure important communications are shared consistently and without unnecessary delay. This can reduce uncertainty and provide reassurance by helping victims understand the progress of their case.
This approach has been designed to:
- strengthen support for victims
- provide clearer and more consistent communication
- help people access information when they need it
- improve communication between victims and investigating officers
- give officers more time to focus on investigations and meaningful engagement with victims
It also supports our commitment to meeting the requirements of the Victims' Code, helping ensure victims receive the information and communication they are entitled to.
A secure portal for clear, timely information
A secure online portal also forms part of this approach, providing victims with access to information about their case, details of investigation progress and a convenient way to stay connected with the officer handling the investigation.
The portal allows victims to access information about their case at a time that suits them, without needing to contact officers for routine information. It provides a convenient way to stay informed and connected with the officer handling the investigation.
Through the portal, victims can:
- view information about their case
- understand what has happened so far
- see what is expected to happen next
- send and receive messages with the officer handling their case
- receive notifications as their case progresses
Information is provided directly through the portal, helping victims access clear and consistent details about their case. This can reduce uncertainty and provide reassurance by helping people stay informed throughout the investigation.
The portal is available in both Welsh and English and has been designed to be simple, secure and easy to use.
Designed around simplicity and support
Everything has been designed around the needs of victims while supporting the way officers and staff already work.
The aim is to make accessing information simpler and more convenient, giving victims greater visibility of their case and more choice about how they stay informed.
Police forces that have introduced similar systems have reported positive feedback from victims, with many people valuing the ability to access information at a time that suits them and feeling more informed about the progress of their case.
Choice and safeguards
The portal will not be used for the most sensitive crime types, including domestic abuse, sexual offences and serious violence, during the initial rollout.
Victims who prefer traditional methods of communication, or whose circumstances require a more personalised approach, will continue to receive support in the way that best meets their needs.
The portal is entirely optional and is designed to complement, not replace, personal contact with officers or professional judgement.
Alternative routes, including 101 and direct officer contact, remain available to ensure support is accessible to everyone, regardless of digital access or personal circumstances.
The portal will not be used in all cases. Where safeguarding concerns, vulnerability or the need for more personal engagement mean direct contact is more appropriate, officers will continue to work closely with individuals to provide information and support in the way that best meets their needs.
Keeping victims informed and supported
Our aim is simple: to provide victims with clearer information, greater reassurance and improved support while their case is being investigated.
By providing clear information and helping people better understand what is happening with their case, this approach is designed to reduce uncertainty, strengthen confidence and help victims feel informed and supported.
The portal complements, rather than replaces, personal contact with officers. Victims can still speak directly with officers as they always have, while choosing whether to access case information online.
South Wales Police will continue working closely with victim support services and community organisations to help ensure victims receive the care, support and assistance they need.
