Questions, answered plainly
Everything clients usually ask before and after they start working with us. If yours isn't here, send it through the contact form.
How do we get started?
Request a free site survey. An adviser calls to scope it, visits your site, and sends a written plan with costed options. You decide what, if anything, to go ahead with.
How quickly can cover start?
Urgent requests, such as after a break-in, are prioritised and we confirm how soon cover can start at your location. Planned contracts typically start around two weeks after sign-off, once instructions are written and officers are inducted. Your plan confirms the date.
Do we have to sign a long contract?
No. Rolling monthly agreements suit short-term needs, and fixed terms suit ongoing cover. Your plan sets out both so you can compare.
Can you take over from our current provider?
Yes. We plan the handover with you and your current provider, and where TUPE applies, eligible officers transfer across with the contract, so your site keeps familiar faces.
How is pricing worked out?
From the cover your site actually needs: hours, type of service and any systems involved. The plan shows costed options side by side, so you can see what each change would save or add.
Manned guarding: Will we have the same officers every day?
Wherever possible, yes. We build a core team for your contract and train a small number of relief officers on your site, so absences are covered by people who already know it.
Manned guarding: What training do officers receive?
Every officer holds the licence their role requires and completes conflict management and first aid training. On top of that, they complete an induction written for your site before working alone.
Remote CCTV monitoring: Can you monitor the cameras we already have?
Usually. Most modern IP systems can connect after a compatibility check. If cameras lack detection or night-time image quality, we will tell you which ones need upgrading and why.
Remote CCTV monitoring: What happens when an intruder is detected?
An operator views the live feed, issues an audio challenge through site speakers, then escalates to your keyholder, a patrol unit or the police depending on the response plan.
Mobile patrols and alarm response: How long does an alarm response take?
It depends on location and time of night. We agree a target for your site during the survey and report actual attendance times every month so you can hold us to it.
Mobile patrols and alarm response: What does an officer do on a patrol visit?
They follow the checkpoint route, check doors, windows and fences, look for signs of attempted entry, and report anything unusual with photos.
Security technology: Do you work with a particular manufacturer?
No. We specify equipment that suits the risk and your existing estate, and work with most major manufacturers.
Security technology: Can you take over maintenance of a system someone else installed?
Usually, yes. We start with a condition survey so you know what state the system is in before we take responsibility for it.
Risk assessment and advisory: Do you have to use your other services afterwards?
No. The advice stands on its own, and many clients use it to brief an existing provider or their in-house team.
Risk assessment and advisory: How long does an assessment take?
A single-site assessment typically takes a few days on site plus report writing. Multi-site or organisation-wide reviews are scoped individually.
Pre-employment screening: How long does screening take?
Most checks complete within days. The main variable is how quickly referees respond, which our team chases actively.
Pre-employment screening: Is candidate data kept secure?
Yes. Data is collected with consent, stored securely, accessed only by authorised staff and deleted in line with the agreed retention period.
Offices and headquarters: Can your officers cover reception duties as well?
Yes. Many office clients use one team for both, so visitors get a warm welcome and access is controlled by the same person. Officers are trained in greeting, meeting-room support and deliveries alongside their security duties.
Retail and shopping destinations: Do you provide plain-clothes store detectives?
Yes, usually alongside uniformed cover. Uniform deters opportunists; plain-clothes officers are more effective against repeat and organised theft.
Logistics and warehouses: Can officers handle vehicle and load checks?
Yes. Officers work to your documented process for driver identity, seal numbers and load paperwork, and record every movement so discrepancies can be traced later.
Data and technical facilities: Can you enforce our existing access policy rather than your own?
Yes. We work to your policy and approval chain. Where we see gaps, we raise them with recommendations rather than changing anything unilaterally.
Construction and development: Can you secure a site with no power supply?
Yes. Self-powered camera towers with their own connectivity cover most early-phase sites, and can be moved as the site layout changes.
Events and venues: How far ahead do you need to plan an event?
The earlier the better. Large, complex or licensed events need several weeks of planning, often with the authorities. For smaller events, tell us the date and we will confirm what is achievable.
How will we know what happened on site?
Every patrol, alarm and incident is logged as it happens, and the full log is available whenever you ask. You also receive a short morning summary and a monthly report with trends and response times.
Who is our main point of contact?
A named account lead who knows your site, visits regularly and runs your monthly review.
How are officers screened and trained?
Officers hold the licence their role requires and are screened before deployment. They complete conflict management and first aid training, plus an induction written for your site.
What happens if we're unhappy with something?
Tell your account lead. Concerns are acknowledged promptly, investigated, and you're told the outcome and what has changed.
How do you handle footage and personal data?
It is stored securely, accessed only by authorised people, shared only where there is a lawful reason and deleted at the end of the agreed retention period.
Still have a question?
Send it through the contact form and a security adviser will reply, usually within one working day.