The HQ sits nestled amongst the many 18th-century Manchester Square buildings recognised by statutory protection. Security Risk Specialists (SRS) is delighted to have been selected to deliver the front-of-house concierge security services, working for such innovative and talented pioneers.
The company’s corporate head office and the family’s private office are co-located in this Georgian mansion house in the heart of the West End. Representing a unique office facility (Grade II listed building of some 11,000 square feet) filled with fine art and antique furniture.
The company is one of the UK’s largest private companies and homes the people behind some of the world’s best-loved sports, outdoor and lifestyle brands.
Known all over the world for being a family-owned global business that has been built on the principles of honesty, fairness and hard work. These values attracted SRS to want to work alongside them, as shared by our core values shown in Figure 1.
SRS will provide 24/7/365 front-of-house and secure solutions with exceptionally driven customer service to provide family members, senior executives and HQ visitors with peace of mind and professionalism.
We also provide all aspects of security out of hours, including 24/7/365 CCTV monitoring and Alarm Response service by utilising our Control Room services.
By employing a holistic and blended approach to human security and technology, we maximise client satisfaction and optimise commercial gains because the HQ is remarkably busy during working hours, requiring face-to-face human interactions and yet out-of-hours will benefit from an integrated technology solution, which is less costly.
We understand that concierges usually provide the first interactions with people entering the premises, and a crucial part of that responsibility is delivering a welcoming and positive experience.
SRS believes that giving a first great impression is not down to a single job role but the result of a wonderful team. Therefore, it invests heavily in finding the right team for each individual customer.
In this instance, we have sourced security officers and concierge teams to help maintain our client’s reputation as a responsible family business and protect their most valuable assets.
We underpin the excellent service by having over 40 sites across Central London, so we can plan proactive visits to support our staff and clients and have unsurpassed response times.
Designing and delivering the right tailored solution
SRS is well-informed and responsive to the risks posed by unauthorised access and other potential security breaches to our client, its neighbours, and the global industries that rely on its continuity in operating. Therefore, our solution combines balanced and effective physical security protection with attentive and customer-driven front-of-house services that our customer and its clients can rely on.
Manchester Square sits within the Marylebone policing neighbourhood, where the annual total crime rate in the local area is 2194 per thousand population (reported end 2023). This can be rated as 10 out of 10 or a high crime level compared to other local areas in England and Wales.
The annual total crime rate in Westminster is 454 per thousand population, which can be rated as 9 out of 10 or high crime level compared to other local authority districts in England and Wales.
As illustrated in the graph below, year-on-year crime rates gradually reduced between 2013 and 2016 and have been significantly increasing ever since, with concerning spikes over the last four years.
Figure 2 Annual crime rates for Manchester Square, Westminster and a breakdown of crimes committed within a one-mile radius in December 2023
We worked with the organisation as a management team to understand their issues and concerns and carefully evaluated the premise’s location, layout, access, and egress points to inform assignment instructions and emergency/evacuation plans presented to and approved by the client.
All security factors were considered, from entry and exit points and potential breaches to authenticated access procedures. For the safety and security of the premises, we will regularly monitor and audit footfall and CCTV and update our protocols as required to continue to prevent any physical attacks.
Ensuring our teams understand the importance of our client’s culture and values
We will work exceptionally closely with our client throughout our contract’s lifetime to ensure we employ and deploy the most suitable candidates to this significant contract. We will endeavour to uphold the company’s values of honesty, fairness, respect, and hard work and recruit persons who align with their culture of positivity, inclusivity, and diversity.
We recruit our security guards and front-of-the-house staff for their positive attributes, which include maturity, motivation, discipline, decision-making, and teamwork; their orientation is in congruence with our mission statement. Our highly trained team comprises former military personnel and civilian police officers with extensive experience, skills, and knowledge.
Like our site-specific security plans, we implement equal levels of detail to deliver the highest level of concierge customer service. Immaculately dressed and trained in business etiquette, security and customer service, SRS front-of-house teams balance professionalism and friendliness without over-familiarity with an elevated level of security awareness to ensure a complete service beyond receiving visitors and security and dutifully assist in monitoring health and safety.
Why our customers choose SRS as their security and front-of-house partner
Our customers say they choose SRS because of our reputation, ability to deliver highly attentive services, and knowing they will receive robust senior managerial support from our HQ in central London. We offer an unparalleled service for securing Buildings in London due to the following three main reasons:
- Basing our HQ in EC1 and focusing on supporting the City of London clients allows us to provide a rapid response time to cater to any last-minute requirements and contingencies and provide additional support and flexibility. In addition, thanks to our extensive client base in the area, we have unrivalled local knowledge, enabling a frequent management presence readily available for clients and personnel on-site when required.
- Valuing our team is at the heart of our ethos and enables us to achieve extraordinary results by combining our strengths and talents. To that effect, we offer a generous employee package that includes competitive remuneration, life insurance, mental health support, and engagement through regular social events and reward and recognition programmes.
- Optimising the ratio between the client’s contract size and our size. Unlike multinational providers, by focusing on only working with London-based clients, we ensure that we are large enough to cope but small enough to care by listening to each client’s requirements and adapting our offering accordingly to deliver a bespoke service. Our size allows us to offer our clients an engaged, personable, professional and energetic service. It also means we know and work closely with every staff member, dedicating the correct time to train, motivate, encourage and support each individual.
At SRS, we pride ourselves on providing excellent service and fostering an environment where all staff highly regard respect and values. Frequent interaction between SRS personnel and their managers, excellent communication and an emphasis on training are at our heart. These methodologies ensure we can provide a professional and approachable Security-Concierge service across London, including:
- Physical security – the mere presence is perhaps the most significant deterrence to would-be offenders engaged in crime and even acts of terrorism.
- Reassurance – the ability for those working in office buildings to know that their environment has a protective firewall.
- CCTV monitoring and oversight – facilities may be capable of securing an area with numerous cameras and intelligent access control systems. Still, these do not account for the human factor of guises that arise in shaping public perception of your building.
- Fire Control Monitoring – although a legal requirement in many buildings for electronic monitoring to be installed, the ever presence of a concierge member should not be under-estimated in the ability to organise and direct staff or visitors in the event of an emergency
- Deliveries – the control and acceptance of daily and time-consuming mail movements.
- Conduit of Communications – a reliable and knowledgeable coordinator who can act as a Single Point Of Contact (SPOC).
- Ancillary Aggravations – for example, fly-tipping, drug users, vagrants, vandals or other vulnerable people can be monitored or assisted as required.
With a ‘can do’ attitude, SRS will persist with a level of excellence in maintaining the necessary and expected standard of security and concierge services for the client in this exciting partnership, and we look forward to a successful working relationship.
For full details of our London Security and Concierge Services, go to https://srslondon.co.uk/portfolio/security-guards-london/ or call us at 020 3004 4189.
