Since July 2024, we have delivered continuous on-site protection for Private Residential Development through mobile car patrols, supported by structured monitoring and reporting procedures. Enabling the client to maintain a safe, secure and welcoming environment, we provide high quality services that also maintain cost efficiency and operational resilience.
The client Private Residential Development is a private residential development in London, who required a 24/7 security solution to protect residents, visitor and property across the estate. Their requirements consisted of a solution that combined patrol capability with responsive concierge support where needed.
Services we deliver
Allowing us to adapt the service model in response to the client site’s evolving needs, we provide a combination of mobile patrol capability and concierge flexibility. The scope of services we deliver for Private Residential Development includes the following:
- Deploying a 24/7 car patrol Security Officer
- Providing 168-hour of security services weekly, ensuring 24/7 cover across key access points, communal areas and perimeter zones
- Concierge support, including providing a Front of House presence, access control and visitor management
To ensure accountability and transparency, we installed QR code checkpoints throughout the client’s site, which Officers are required to scan during hourly patrols. Enabling us to consistently monitor service delivery and provide reassurance to the client, this creates a verifiable digital record of patrols completion.
Overcoming key challenges
A key challenge for this contract was historical issues with patrols not being completed to the required standard and problems with staffing continuity due to expiring SIA licenses. To provide reassurance to the client that these previous issues would not continue, we implemented the following:
- To strengthen patrol accountability and provide real-time verification of completed routes, we introduced QR code checkpoints. This significantly improved oversight of patrol compliance and eliminated inconsistencies in service coverage
- As part of our enhanced service delivery, our Officers conduct comprehensive foot patrols covering the entire site. This demonstrated a significant improvement on the previous provider’s approach, which was limited to patrolling selected checkpoints rather than the full premises
- To address staffing challenges, we ensured effective knowledge transfer for newly recruited Officers by arranging additional training and pairing them on the rota with experienced site staff. To minimise potential future disruptions caused by license renewals or unforeseen absences, we also reviewed our workforce planning processes and updated the staff roster for the contract
Delivering success
For this contract, we were commended by the client especially for our flexibility and responsiveness in providing concierge security services at very short notice.
We also received overall high customer satisfaction throughout the contract and have maintained this through daily communication with the client and continuous monitoring of contract performance. This ensured that any issues raised were promptly addressed and resolved, enabling us to build trust and consistently meet the client’s expectations.
