“Immaculate” service for Britain’s largest bus operator

Overview

We provide services to Britain’s largest bus operator - maintaining the cleanliness of their busses and coaches all over the UK.

Actions

  • Cleaning
  • Shunting
  • Fuelling
  • MOT Cleans

Outcomes

  • We clean the largest bus depot in Europe, servicing 365 buses each day
  • High scores awarded in a recent audit. Feedback; “immaculate throughout”
  • Daily planned and reactive cleans of 2,000 buses and 28 day deep cleans
  • "The dedication and determination by Cordant is first class. I was incredibly pleased to see how the team all worked together in a professional and efficient manner ensuring each vehicle was fueled and cleaned in record time enabling continuous service without delay." - Client's Engineering Director

Project Highlights

  • 4 year partnership
  • 336 cleaners
  • 20 locations

Award-winning cleaning services for rail provider

Overview

We provide award winning cleaning services to a light rail provider, which in the clients words keep going from “strength to strength.”

Actions

  • Daily & Deep Cleaning
  • COVID-19 Fogging
  • Touch Point Cleaning
  • Embankment Cleaning
  • Track Litter Picking
  • Depot Cleaning
  • H&S Poster Distribution

Outcomes

  • Global Light Rail Award winners 2019 and 2020
  • Currently running at 100% against operational KPIs
  • Implementation of audit and reporting dashboards
  • One to one personal Track Safety training carry out
  • Reward schemes implemented to boost staff morale

Project Highlights

  • 3 year partnership
  • 20 cleaners
  • 30 locations

Security support to Channel Tunnel train operator

Overview

We provide security support to the train operator which carries freight and all forms of motor vehicles through the Channel Tunnel.

Actions

  • Manned Guarding
  • Mobile Patrols
  • Passport Checking
  • CCTV Monitoring

Outcomes

  • Recruited and trained 40+ passport checkers
  • Expanded the contract to include vehicle scanning
  • Awarded 17, ‘NC 7s’ for surpassing performance
  • All H&S issues investigated and closed within days
  • Dedicated bench team provides full shift coverage

Project Highlights

  • 5 year partnership
  • 135 officers
  • 1 locations

Security provision for a high profile private bank

Overview

We provide security services to a high profile private banking organisation and iconic brand in the financial sector.

Actions

  • Front of House
  • CCTV Monitoring
  • Visitor Greeting
  • Site Patrols
  • Access and Egress
  • Load Monitoring

Outcomes

  • Customer care, Project Griffin and terrorism awareness training
  • First class service to welcome and protect prestigious visitors
  • “Cordant’s presence provides reassurance for staff. The value of this cannot be overstated. I cannot think of a single complaint but have many complements for the whole team. Clients as well as staff have all commented on their professionalism when dealing with the public or incidents. We have commendations from neighbouring buildings, even the Royal Diplomatic Protection Division of the Police.” - Client's Head of Security

Project Highlights

  • 18 year partnership
  • 17 officers
  • 3 locations

A tailored security solution for a multinational chain

Overview

We are proud to provide a multinational supermarket chain, and the third largest retailer in the world, a tailored security solution.

Actions

  • Storefront Security
  • Car Park Marshalling
  • Site Patrolling
  • CCRV Control Room Management

Outcomes

  • 19 dedicated managers and centralised support
  • ‘Great Guarding’ Silver level qualified team
  • Bespoke client training and induction programmes
  • Free, new store risk assessment consultancy
  • Additional mass security support for peak trading

Project Highlights

  • 15 year partnership
  • 1,200 officers
  • 550 locations

Multi-service security solution for a major online retailer

Overview

We work collaboratively with a major online retailer to deliver a 360 degree, multi-service security solution.

Actions

  • Manned Guarding
  • Access Control
  • Gatehouse Duties
  • Vehicle Checks
  • CCTV
  • Patrolling
  • Searching

Outcomes

  • 5K monthly hours in planned security and over 2K reactive
  • High impact search team focused on loss prevention
  • Avoided £420K in shrinkage cost over the last 12 months
  • Provision of receptionists at their larger sites
  • Deliver almost 100% of all requirements

Project Highlights

  • 15 year partnership
  • 30 officers
  • 20 locations

The Importance of Officer Engagement

What is employee engagement?
Is it just happiness at work?

Not really. You can be happy at work and not be productive. You might spend your working days trawling Twitter or finish early everyday and head to the pub. That might make you really happy but you wouldn’t be the most engaged employee.

Employee engagement is much more than that. It’s about an employee being as committed to their organisation and its goals as they can be.

This is crucial when providing an effective security service. In many manned guarding contracts we are relying on officers being able and willing to deliver exceptional service with minimal direct supervision.

Introducing training and development for our officers is important; though this is for nothing if the officer does not have the motivation to deploy their skills in action. We all know a primary aspect of motivation is engagement.

Many will talk of organisational engagement and culture but I would argue there is a more fundamental element that needs addressing before moving onto these bigger issues.

The most effective way to promote officer engagement is through the relationship between the officer and their direct line manager.

So how do you ensure this relationship is fostered?

Create time.

If a manager is focused on internal matters such as admin there is simply no time for officer engagement.

At Cordant we aim to offload admin heavy tasks such as scheduling and recruitment to central functions. Where admin related tasks remain, we have aimed to streamline through the introduction of iPads and apps.

Ensure management are well trained

Managers need to be confident and capable in interacting with a wide range of individuals. At Cordant we have a number of training initiatives to upskill our management teams, one being Cordant STAMP, a two year intensive development program that teaches advanced management skills.

Give structure and focus

This is to make interactions between the officer and their manager meaningful. It is useful to have a basic structure and content. Of course we need to add space for managers to apply their own personality and prevent this being a simple tick list, but some baseline content ensures a minimum standard.

In Cordant we use apps such that we can dynamically change the content of officer 1-2-1s based on real time events. We gather data on officer feedback and make appropriate changes to keep improving these interactions.

Create an open communication channel
Officers need a place where they can give feedback on their experience working with us. Its important that we get good honest feedback from officers about what they enjoy about the job and what they find challenging.

At Cordant we have started to host Officer Forums around the country were officers are invited to come and speak freely about a range of topics with management teams. These forums give us an insight into what works well and what doesn’t for each officer; directly engaging officers in real, company changing initiatives.

 

Retail Crime is on the Rise

Crime in retail has been on the rise. The recent British Retail Consortium's Annual Crime Survey showed some shocking findings from its members. Probably the most eye catching were:

There are 115 violent incidents against members of staff each and every day Customer theft had increased by 33% costing the retail economy £700m

Tackling retail crime can be a complex problem. Manned security can be one part of the solution, but paying for someone to just stand by the door will have little impact in its own right. A deterrent can only go so far.

For manned security to be effective it needs to be proactive and absolutely fit for purpose. There are a number of qualities a security company needs to get this absolutely right.

So how do you select a company which is going to have the best impact?

Do they have deep industry knowledge?

Lots of security companies claim to undertake retail work, but do they? Who are they dealing with and how long is their relationship with retailers in the same space as you? A long and enduring industry knowledge forms the foundation for much of what follows.

Cordant Security have been working alongside some of our retail clients for over 15 years. The knowledge that has been gathered and analysed over the years has lead to dynamic solutions being implemented such as our Assault Prevention Training videos and Practical best practice with Body Worn Cameras to aid crime and violence prevention. These teach our officers how to handle anti social behaviour and neutralise potentially dangerous situations; protecting them, customers and the employees in their stores.

Have they the scale and operational systems to perform nationally in a consistent manner?

What can be found across many security businesses is that most security managers will be responsible for a lot more admin tasks like scheduling shifts, covering absence and generating reports. This stops what managers should be doing; engaging with the workforce and the clients running the risk of dropped shifts and stores not being covered when needed.

At Cordant Security we have the National Communications Centre (NCC). This acts as our national hub. One of its functions is to take the majority of administration tasks off our managers. This means that any shifts that are at risk of being dropped can be handled by the NCC team leading to an exceptional industry standard in shift coverage.

Does the company in question have the ability to self deliver trained guards in all instances?

Many security companies appear to rely on subcontractors, making a significant weak link in the service provision. When a contract is agreed, the client will expect a certain level of service which is controlled by the security provider. Once subcontractors are involved, a security business loses that control.

At Cordant we make it a point to not use subcontractors. This ensures that our service is always delivered to the standards we expect and that we are in full control of our operations.

Once these service fundamentals are answered then more sophisticated areas need to be addressed.

Officer Training - Are officers training in retail and client specific aspects such that their ability to perform is complementary with the environment they perform within.

Management Support - Are their suitable numbers of well trained managers with the systems to deliver the support needed producing a well motivated and engaged officer.

Constant Contract Development - The BRC survey clearly shows the landscape is changing. Can the security company in question demonstrate an ability to change and adapt in response to this.

Only with all this in place will the manned guarding provision address the challenges being faced in retailing

Risk and Resilience

Risks are a part of everyday life. Each decision you make can increase your risk in a whole host of ways.

  • Are you going to drive to work today?
  • Is moving house a good idea?
  • Should you order dessert or be good and stick to your diet?

Depending on what you do with your time your risk level can increase and decrease.

Some decisions and risks are unavoidable. It’s how you handle those risks that can make a world of difference.

The same goes for businesses. Risk Management is key for our clients and in the security industry. It's more important to prevent risks from occurring than it is to treat the effects. But if the risks are inevitable a contingency plan is absolutely necessary.

To ensure an organisation can operate in a professional manner three aspects must be taken into consideration.

  • Security
  • Freedom of Action
  • The Potential Threat.

It is vital to find the correct balance between the organisations security needs and the operational day to day activities. Putting a whole site on lock down may secure it but if it can’t continue its business activities the security measures are obviously too extreme.

To keep the organisation functioning at an optimal standard we have to employ a system that will identify potential threats and the likely impact of these threats whilst finding workable solutions and control measures.

The implementations need to be clear, concise and fully understood by the Security Staff and Company Employees who are dealing with the threat. Making sure everyone has complete buy in to the solution is key when dealing with any major threat.

The last element of the Risk Control procedure is Contingency Planning. The Contingency Plan should allow flexibility when dealing with a secondary crisis, there has to be a strategy in the areas of communications, security resources and emergency planning. This will allow the organisation to deal effectively with any other developments during an incident.

Ultimately the purpose of Contingency Planning is to resolve any threats that may arise, and to bring the atmosphere back to a normal operational standard as quickly and effectively as possible.

Risk Management Strategy

Within a typical Risk Management Strategy there are three categories: Avoid, Reduce and Share. These strategies will help any organisation reduce threats that they may be confronted with.

Avoid

It’s as simple as the title suggests. Where threats can be avoided with simple solutions they should be. An example of this would be if there was press interest towards a major client who is visiting our building for a high profile meeting. The problem would arise when the client needs to access the building and has requested this visit not to be in the public domain. To facilitate this visit we would plan entry by an alternative access point (rear loading bay entry). Also we would ensure knowledge of this visit is kept to a minimum by briefing only the people involved in the visit.

Reduce

For this strategy we set in place procedures that will reduce any impact to the business by setting protocols for security staff to follow. The use of ID cards and access passes on site would be a good example of this. ID cards and access passes ensure guests and workers are only allowed in areas they should be, reducing the risk to high priority areas that need to be well secured, like a company server room for example.

Share

In this strategy we reduce the threat to an organisation by sharing any potential risk with the organisation and any other stakeholders deemed necessary. An example of this is if an investigative journalist is investigating an organisation which may pose a threat to the business; we would look to reduce the risk to them by sharing information to outside organisations and to the police.

Summary

Remember Risk Management is not an optional extra for any business; it has to be seen as an integral part of your organisation where contingency planning is done in advance of any incident arising.

If you’d like to learn more about the risk management services we offer you can contact us here.

Cordant Cleaning Extends Partnership with Eurotunnel

Cordant Services, part of Cordant Group, has secured a three-year extension to continue providing a full portfolio of cleaning solutions to Eurotunnel. This new contract further strengthens the long-standing relationship between the two organisations, who have worked together since 2008.

Under the terms of the new agreement, Cordant Services will continue to deliver a wide-range of solutions at the Folkestone passenger terminal - otherwise known as the Victor Hugo Building - and additional office space, including general and high-level cleaning, washroom services and window cleaning, plus emergency cleans as required.

Since 2015, Cordant Services has also taken responsibility for scanning passenger passports before sending the information to the Home Office for analysis. The team works to strict scanning targets with a key objective of not causing any delays to passenger journeys.

The contract will continue to be fulfilled by a dedicated team of 35 operatives supported by an on-site management team. Reena Moseley, Property Services at Eurotunnel, said: “Since 2008 Cordant Services has demonstrated its commitment to excellence at every opportunity whilst working at the Victor Hugo Building. We are now excited to further extend this partnership and we are sure that this latest agreement will benefit the 10 million passengers that use Eurotunnel each year.”

Guy Pakenham, Managing Director at Cordant Cleaning, said: “We are extremely proud to extend this successful relationship for at least another three years and I want to thank my team members for their continuing hard work and dedication. A clean and safe environment is a crucial part of delivering an exceptional customer experience and this new contract illustrates our ability to work closely with our clients to ensure they meet their goals.”