LionHart Security Services Brochure

Core business values

Professionalism, Reliability, Honesty and Duty of Care

Security Information Lion Hart Security

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CONTENTS

Contents ……………………………………………………………………………………2&3 1. Statement …………………………………………………………...…………………….4

2. Service ……………………………………………………………………………………..4

2.1 Manned Guarding………………………………….…………………………………4 2.2 Building Security .……………………………………………………………………5 2.3 Events Security ..……………………………………………………….…………….5 2.4 Construction Security …………………….…………………………………... ……6 2.5 Retail Security…………………………………………...……………………………6 2.6 Facility Management ….………..…………………………………………………. ..7 2.7 Residential Security…………………………………….……………………………7 2.8 Front of House………………………………………………………………………..7 2.9 CCTV & Alarms……………………………………………………………………….8 2.10 Parking Enforcement………...………………………………………………….. ...8 2.11 Wedding Security ….………...………………………………………………….. ...8 2.12 Close Protection …...………...………………………………………………… .....9 2.13 Car Park Security …..………...………………………………………………… .....9

3. Service Mediator ………………………………………………………………………..10

3.1 Quality Management…………………………………………………………………10 3.2 Training…………………………………………………………..…………………….10 3.3 Customer Relationship Management……………………………………… …….11

4. Implementation Plan …………………………………………………………………..11 4.1 Primary Objectives………………………………………………………………..... .11


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4.2 Contractual……………………………………………….…………………………...11 4.3 Initial Evaluation……………………………………………………………………... 12 4.4 After Sales Service…………………………………………………………………..1 2

5. Uniform ………………………………………………………..………………..…………12 5.1 Procedure………………………………………………………..…………………….13 5.2 Wearing of Uniform…………………………………………………………………..13 5.3 Uniform Items…………………………………………………………………………13 5.3.1 Hi-Viz Overcoat……………………………………………………………….13 5.3.2 Male and Female Jackets………………………………………………….. .14 5.3.3 Blouse………………………………………………………………………….14 5.3.4 Shirt………………………………………………………..……………………14 5.3.5 Tie………………………………………………………..……………………...14 5.3.6 Belt………………………………………………………..…………………….14

5.3.7 Name Badge………………………………………..……………….………...14 5.3.8 Hosiery……………….………………..………………...…………………….14 5.3.9 Shoes………………………………………………………..…………………14 5.3.10 Accessories………………………………………………………..………….14 5.3.11 Personal Hygiene…………………………………………………………….14

6. Recruitment ………….…………………………………………..………………...…….15

7. Training to Meet Your Organisations Requirements …………………………15

7.1 Site Based Training………………………………………………….………………15

7.2 Customer Care Training…………………………………………………… ..……...16 7.3 Performance Monitoring…………………………………………………… ……….16 8. Conclusion ……………………………………………………………………………….16


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1. Statement

An established guarding provider, Lion Hart Security Services Ltd is a privately owned UK manned guarding specialist.

We deploy licensed officers on single or multiple manned sites to a diverse range of business sectors.

Lion Hart Security offers you something different and provides you a bespoke one-to-one service.

We recognise different customers will focus on different service elements.

That’s why our consultation and audit provides you with a systematic approach in identifying your needs and objectives. We invest in our people and offer unique staff welfare.

We are constantly evaluating new strategies and we pride ourselves in excellent management support structures.

These qualities reflect in a professional service you receive and in LionHart Security, the word ‘service’ is taken extremely seriously.

So if you are looking for a quality guarding solution, LionHart Security is the company for you.

2. Service Lion Hart Security services will be continually monitored and be open to improvements with the support of our security operatives and your organisations views. We aim for our security operatives to be adaptable and supportive to your organisations services. 2.1 Manned Guarding

Manned guarding activity includes any of the following:

a. guarding premises against unauthorised access or occupation, against outbreaks of disorder or against damage;

b. guarding property against destruction or damage, against being stolen or against being otherwise dishonestly taken or obtained;

c. guarding one or more individuals against assault or against injuries that might be suffered in consequence of the unlawful conduct of others.

All of the above includes providing a physical presence, or carrying out any form of patrol or surveillance, as to deter or otherwise discourage it from happening or to provide information, if it happens, about what has happened.

References to guarding premises against unauthorised access include being wholly or partly responsible for determining the suitability for admission to the premises of persons applying for admission. However, this does not include the activities of a person who exercises control over


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the persons allowed access to any premises to the extent only of securing, or checking, that persons allowed access have paid for admission or have invitations or passes allowing admission.

• Ambassador Guards • Car Park Management Guards • CCTV Operators • Event Guards • Gatehouse Guards • Patrol Guards • Retail & Profit Protection Guards • Security Receptionists / Help Desk Guards • Stop and Search Guards • Store Detectives

2.2 Building Security

LionHart Security are committed to ensuring that your construction site is fully protected.

As one of the UK’s leading security providers we employ only qualified security guards to carry out a full construction site security plan to keep all of your assets safe.

Offering the complete package we can tailor the below construction security services to your exact needs:

• Gate House Security for staff and visitor access • Delivery handling • Promote Health & Safety onsite • Theft and vandalism reduction • Onsite CCTV monitoring for rapid reaction to intruders

2.3 Events Lion Hart events team provides crowd management and stewarding teams to many different environments:

• Festivals • Sporting Events • Local Authority & Public • Media & Televised Awards • Exhibitions • Private Functions • Corporate Events • Concerts • Product Launches

Lion Hart has a wealth of experience in the corporate and entertainment market. We have high calibre operatives to manage all areas of crowd safety, crowd management, emergency planning and stop & search. Our management team can work with you to develop a corporate event security strategy, identifying the potential risks and implementing a plan to ensure your event goes smoothly.


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2.4 Construction Security

Security arrangements for any buildings occupied / non occupied are aimed to reduce the effects and risks posed by breaches of security.

LionHart Security have the knowledge and understanding to secure buildings from occupancy of 10 to 100+ personnel.

Administrative methods to ensure building security:

• A strong secure perimeter with a limited number of access points into the building.

• Controlled access of all people and vehicles onto sites.

• Heightened security measures for areas containing particularly sensitive items and/or key operational equipment, documents, records etc;

• An intruder alarm system to support the physical security arrangements employed, supplemented, as appropriate, by CCTV cameras, etc;

• Trained, knowledgeable security personnel where guarding needs to be deployed;

• Training of/communication with all building occupants and visitors to make them aware of security issues and the procedures that they are required to follow;

• Contingency plans and procedures in the event of security alerts and emergencies requirements.

2.5 Retail Security

Lion Hart Security is able to offer a wide variety of retail security solutions to promote a safe and secure environment. Therefore promoting and encouraging retail sales and protecting our customers against shrinkage as a result of theft and provide a return on investment (ROI).

We understand that our customers place great importance on maintaining a safe, calm and secure retail experience, whether it is for an individual store, shopping complex or retail park. Our retail operatives work hard to achieve the right environment that adds to consumer confidence and subsequently increases their retail spend.

Uniformed retail security officers provide a highly visual deterrent to store thefts and stock losses, whilst a number of customers opt for a more discrete plain-clothed store detective. Making a good first impression is critically important to the effectiveness of our retail security functions and staffs are trained in being courteous, professional, and helpful at all times.

Types of services available:

• Store Security Officers • Store Detectives • Search and civil arrest procedure


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2.6 Facility Management

LionHart Security can help save your business money in smart strategic methods covering areas of facility management in: security, cleaning, reception, energy, maintenance and waste management.

All of the above services are related to the operations of any business. Therefore a detailed audit can be provided to align all services and current external contractors to tally with the best cost efficient service to meet your organisations needs.

Your premises will attain greater security appeal to users and service users. Our officer can be relied to welcome visitors and adopt specific tasks to meet your business needs. We ensure co-ordination between cleaning staff and security staff aswell as recoetop0n and maintenance staff thus enabling smooth in-house allocation of keys allowing access to all areas.

A clear benefit if LionHart Security providing your front of house services aswell as security is one point of contact. Alleviating your operational burden allows you more time to focus on your business goals. 2.7 Residential Security

Burglary remains a major problem for residential security. Professional criminals target certain locations on regular basis and look to exploit weaknesses in your security procedures.

Lion Hart offer a tailored service that, in your absence, give the appearance that the premises are occupied. These services include checking alarms, lighting adjustment and other measures to give the impression of occupation.

There may well be someone alone at the house that needs comfort of knowing their premises are being visited every day. Whatever your needs Lion Hart Security can come and visit you and supply suitable references from existing clients.

2.8 Front of House

With vast experience of Front-of-House management, LionHart Security understands that a more subtle approach is often required to standard guarding.

Our personnel provide a full range of services, including protecting: • internal areas • reception desk • offering customer service

We provide a friendly presence that ensures a secure environment and an efficient front-of-house operation.

If you would like to start this service or replace an existing company, we will be pleased to visit you and discuss your requirements.


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Our knowledge and experience ranges from, corporate to community events, production shows and the forefront to meet and greet guests.

2.9 CCTV & Alarms

Intruder Alarms – CCTV, Access Control, Barriers & Gates, Security Lighting, Integrated Systems, Video Entry.

Fire Systems – Aspiration, Non Addressable, Addressable, Radio Fire Systems, Networked Systems.

In terms of loss prevention, CCTV systems act in a multitude of ways, not just on a deterrence basis. Digital recordings can be used for evidential purposes, for example in H&S related claims, often negating the need for costly and time consuming litigation. CCTV systems can also now facilitate AUTHORISED ACCESS such as out of hour’s deliveries whilst activating / deactivating air locks remotely. With the escalating costs associated with man guarding CCTV systems technology can add immeasurably to site security in the commercial marketplace. Together with intruder alarms, CCTV systems act as a powerful deterrent to unauthorised access, linked to a monitored control room.

2.10 Parking Enforcement

We understand enforcement is a sensitive issue, so we discuss and agree an individual policy with each client. This ensures enforcement operations are introduced in a manner and at a pace that is appropriate for every client and location. We supply customer focused operations enabling us to provide excellent enforcement services.

Our top priority is to encourage parking abusers not to re-offend. However, where stricter enforcement measures are necessary, we have the structure and the expertise to act accordingly and efficiently.

Our resources include mobile enforcement services, to issue parking charge notices, clamps, tow away and removal with storage facilities. 2.11 Wedding Security

Lion Hart Security understands the importance of wedding security for what is thee most important days of a person’s life.

Our experience within the industry has broadened our knowledge, understanding and communication with people which allows us to blend high levels of security with discretion so that the big day isn’t disrupted in any way.

Client requirements and needs are our key business and we will respect your wedding day as if it were our own. Our personnel will look after your home, valuables, safety and well being of your guests ensuring that no unauthorised people manage to gain access.


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We also go one step more if required, Venue and gift security whilst you continue your dream wedding.

• We offer a bespoke quote for each wedding based on your requirements. • Our service is discreet or as visible as required. • Staff are smartly attired formally or casually as required • All staff are fully trained hosts able to ‘meet & greet’ guests. • Outdoor event stewards, car parking attendants, etc. • All staff are highly experienced. • Home & Venue security prior to and post wedding day.

2.12 Close Protection

Close protection has become a necessity for many. From politicians to celebrities, business people visiting high risk areas to those who attract unwanted attention, you or your client may well need the services we offer.

Our operatives have a great deal of experience protecting:

• Executives • Dignitaries • Celebrities • Public figures • VIPs

Close Protection is a specialised task involving highly skilled operatives, whose task it is to ensure the client’s safety at all times during the assignment, especially in sensitive areas.

As well as the attributes of a protective agent relating to the client’s safety, we do not lose sight of the need for diplomacy, social skills and the integrity needed for protective assignments.

2.13 Car Park Security

As part of your security arrangements we can keep watch over your organisation’s car parking facilities. Officers will carry out frequent, but deliberately random patrols and to meet your requirements:

• Provide a high-profile deterrent against thieves and vandals. • Ensure that visitors park correctly in the designated spaces. • Assist drivers in finding spaces, exits and direct them to place correct destination. • Enforce parking rules and charges if these apply, as well as issuing penalty notices. • Monitor the use of disabled parking spaces and assist disabled visitors.

Our security officers will ensure any incidents are dealt with, recorded and reported. If necessary, Police and ambulance services will be called, and where appropriate and obtain information about drivers and other persons involved.

Officers will help to ensure that gates, signs, lighting and other equipment are checked and properly maintained. We will also make suggestions where we identify scope for improvement.


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3. Service Mediator The Security Manager will ensure high quality, professional and smooth running of the services. Areas responsible are:

a. Monitor the performance and service levels b. Supervise maintained statutory staffing levels c. Bi-monthly management meetings to discuss performance levels of on-site security personnel (monitor contract performance in reference to agreed contractual agreement. d. Manage customer service issues e. Review and develop our service offering as required 3.1 Quality Management To fulfill our objective of delivering a high quality service which meets and exceeds your needs and expectations we follow structured and proven procedures. A designated area/operational representative will visit your site bi-monthly and carry out a written quality audit. These audits enable us to monitor contract performance against your required specification. From the visit you will have an opportunity to complete our “Key Performance Indicator” document. This document will provide a valuable insight in to how you feel we are performing and assist in our continual development commitments. 3.2 Training It is vitally important to the smooth running of your organisations contract that all Security Officers are trained effectively in delivering the standards required by your organisation. The Security officers of Lion Hart Security are qualified to the standards of SIA in the following areas: a. Health & Safety Awareness b. Manual Handling c. Control of Substances Hazardous to Health d. Fire Warden e. Counter Terrorism f. Customer Care g. Safeguarding h. Conflict Management i. Control and Restraint j. Physical Intervention Skills k. Environmental Awareness l. Equality & Diversity m. Supervisory Skills This is not an exhaustive list


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3.3 Customer Relationship Management At LHSS we believe that successfully operated contracts developed as a result of a true partnership approach between customer and contractor, and we would actively seek to develop this kind of relationship with your organisation. We feel it important that both your organisation and Lion Hart Security share the same goals and contribute towards achieving them. We will take every opportunity to encourage the involvement of your organisations management team. A strong and effective contractual relationship with your organisations management team will play a central and fundamental part in delivering a quality security service and will assist in providing the following benefits: � Mutually beneficial relationship between customer and contractor � Common goals for the continuous growth of the contract 4. Implementation Plan The critical success of any implementation plan is the seamless transition of the preceding contract in to the new account with Lion Hart Security. The plan detailed below is designed to alleviate you from the most time consuming aspect of changing security providers, and enable you to remain focused on your day to day business activities. 4.1 Primary Objectives Lion Hart will strive to develop a long-term strategic partnership with your organisation that will enable the following primary objectives to be achieved: � Integrate a service solution which is both robust and flexible � Ensure the contract transition is seamless � To ensure that contingency plans are in place and communicated to all parties � Identify the most appropriate security solution for your organisation 4.2 Contractual Following the awarding of the contract to Lion Hart, we will ensure that the following activities take place: � Meet with your organisation management to agree the framework of the contract � Confirmation of the exact scope of service requirement and commence manpower � Collate site information and service specifications for the compilation of Assignment

Instructions � Review current staffing levels and indentify recruitment needs � Agree a plan to review all processes taking in to account your organisation business needs,

operation commitments and key timescale targets. � Prior to the contract start date Lion Hart will ensure that the following tasks have been

completed


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� Conduct Risk Assessments and produce Method Statements � Provide induction training for new recruits if necessary � Arrange specific training to meet the particular needs of your organisation � Ensure all Officers have been issued with the correct uniform and personal protective

equipment � Ensure that all site documentation, forms and assignment instructions are in place 4.3 Initial Evaluation During the first two weeks of a new account Lion Hart Security manager will assess: � Whether the lone working processes are being complied with, including hourly check calls,

booking on and off duty schedules. � The performance of new recruits and identify additional training or welfare issues � Whether any additional on-site documentation is required and identify variations to existing

documentation � The effectiveness of the draft set of Assignment Instructions, Risk Assessment and Method

Statements 4.4 After Sales Service Following one month’s service delivery the Security Manager will meet with your organisations representatives and conduct the first of the scheduled monthly management review meetings which will include a full review of all services provided. Areas for discussion will include: • Service delivery against KPIs • Review the assignment instructions and health & safety documentation • Recommendation of service improvement initiatives • Recommendation of added value services 5. Uniform Lion Hart security officers are always ‘smartly attired’ whilst they are employed. It is critically important in portraying a professional image to the staff of your organisation, stakeholders, consumers and members of the general public. First impressions are important and as a non-verbal communication they often determine the attitude which will be conveyed in a subsequent closer relationship. A neat and well-groomed appearance by Lion Harts security team conveys an efficient and professional person. We will ensure that the uniform issued to staff is durable, weatherproof and comfortable. This will ensure that the security team is able to perform their duties whilst maintaining a consistent professional image. Lion Hart will ensure that all security personnel maintain the highest possible standards of personal appearance, including dress, hair cleanliness that is both appropriate to their role and to the requirements of your organisation.


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In uniform Lion Hart will expect security personnel not to be seen by the general public chewing gum, eating, smoking or drinking. 5.1 Procedure

Lion Hart will ensure that these guidelines are applied within their designated area of control. In order to ensure a co-ordinated image of the Company and your organisation, the following guidelines are applicable to all staff, both those in uniform and those involved in other activities within the Company.

In extreme cases, where an employee’s appearance is, in your organisation management’s view, unacceptable, the employee may be sent home to change.

The following statements are designed to be the basic minimum acceptable standards for a professional appearance. 5.2 Wearing of Uniform Officer’s will be required to ensure that their uniform is clean and pressed when they report for duty and throughout the duration of their shift. Officers will not wear fancy belts and/or belt buckles, unauthorised pins, patches or other decoration. Specifically, Officer’s will not be permitted to wear political, religious or other organisational symbols of any kind while on duty or in uniform. Uniforms will remain the property of Lion Heart Security and may not be worn for non-business related activities, except in travel to and from the premises. Visible body piercing (except for modest earrings for female employees) may be discouraged when wearing uniform due to the nature of the work carried out on the premises. Lion Hart will ensure that hands and nails are kept clean and tidy and of a suitable length for the type of work the officers are employed to do. Lion Hart will permit Nail Polish provided it is not chipped, brightly coloured or patterned. Make-up worn by ladies should be complementary to their natural skin tone and should consist of foundation/tinted moisturizer and/or blusher; pink lipstick or gloss and eye shadow/mascara. Male employees are requested not to wear obvious make-up. 5.3 Uniform Items The security team will be required to wear uniform or protective clothing in the course of their normal duties:

5.3.1 Hi-Viz Overcoat Hi-Viz overcoats be worn during dark hours, where there are vehicle movements or other hazardous mechanical activities. In warmer weather conditions the Hi-Viz overcoat may be replaced by Hi-Viz vest or a suit blazer. This instruction will be given by the Security Manager.


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5.3.2 Male and Female Jackets The jacket should be worn either completely zipped up or completely unzipped. The collar must not be worn up nor the sleeves rolled up. 5.3.3 Blouse The blouse must be worn completely buttoned up, with the appropriate neckwear provided, and tucked inside the skirt/trousers. Sleeves must not be rolled up and must be fastened at the wrist. 5.3.4 Shirt The shirt must be worn buttoned up and with the uniform tie. Shirt sleeves must be fastened at the wrist and not worn rolled up. 5.3.5 Tie Ties and cravats should be worn at all times with the collar button fastened. It will be at the discretion of your organisation Management Team as to whether ties can be removed in hot weather conditions. 5.3.6 Belt The belt must be worn at all times through the loops provided on the trousers/shirts. 5.3.7 Name Badge SIA Badge must be worn at all times on duty, this will be worn either around the top arm or at waist attached to the buckle of the trouser/blouse

5.3.8 Hosiery Females wearing uniformed skirts will be expected to wear plain black or natural flesh coloured tights or stockings up to 20 denier thickness or less. They must be of a non-patterned style. Bare legs are not permitted at any time when wearing uniform. The assignment instructions may stipulate that all female staff are to wear only one colour of hosiery as uniformity is a contractual condition of certain contracts. 5.3.9 Shoes Ladies and Gents must wear the shoes provided. Failing to wear mandatory footwear will result in not being allowed to work on the premises. 5.3.10 Accessories Jewellery should be discreet in nature and in keeping with the uniform so it does not draw attention. Only one ring per hand is preferred (wedding and engagement count as one). Earrings are not to be worn by male uniformed staff and females are required to wear one discreet earring per earlobe. Drop earrings are not permitted due to health and safety reasons. It should be noted that the customer might have a policy that supersedes our policy. 5.3.11 Personal Hygiene A deodorant or antiperspirant should be used regularly to maintain personal freshness. Feet can be kept fresh and cool with the use of foot refresher spray or antibacterial talcum powder. It is preferable that a light fragrance rather than heavy scents be worn, especially when wearing uniform.


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6. Recruitment Lion Hart Security prides itself on the recruitment and selection of quality Security personnel. Having registered their initial interest in becoming a Lion Hart employee all prospective candidates will be invited to an initial interview where they will undergo a verbal and numeric reasoning test. Successful candidates will be given an employment pack to complete which will then be passed to the screening team who ensure that previous employer references are obtained for the last five years work history. In addition to this requirement Lion Hart will ensure that at least two personal character references are obtained. This process ensures that all employees are of the highest integrity before being deployed on any assignment, providing customers with a trouble free security solution and peace of mind. Once the screening process is complete the candidate will be offered provisional employment with the company on the condition that they successfully meet Lion Harts security requirements. Candidates who successfully complete their induction course will be given their uniform and on-site employment training schedules will be compiled for the employee. Lion Hart complies with the statutory acts and relevant codes of practice during the recruitment process including, all Equal Opportunities legislation, The Immigration, Asylum and Nationality Act, The Date Protection Act and the Rehabilitation of Offenders Act. A Job Description, and as appropriate, a Person Specification will be compiled to identify the role and key responsibilities. These documents are used to ensure the candidate with the most appropriate skills is recruited. If the position cannot be filled internally, the vacancy will be advertised via the most appropriate external source. There are many different sources of recruitment. Whilst considering which method will be the most effective, the cost implications must be taken into account.

7. Training to Meet Your Organisations Requirements Lion Hart will work closely with your organisations management to identify site specific training and enhance skills to the reputation of your organisations prerogative. Effective training and development is key to ensuring service excellent is consistently delivered. By equipping well trained security personnel with the latest business processes, technological advances and client management activities Lion Hart can help develop a service that meets your organisations changing needs. 7.1 Site Based Training One of the most critical elements of training within the security industry is that which takes place on site. Every Lion Hart Security Officer appointed will attend your organisation to undertake a site


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specific training programme. The duration of on-site training is determined by the complexity of your organisations requirements and will be delivered through an individual training matrix which will be compiled in consultation with the Security Manager during the recruitment period. 7.2 Customer Care Training Lion Hart considers the level of customer care delivered and as a critical success factor for the account. Providing a high level of service delivery will give all members of the team a greater degree of job satisfaction. Being a customer-facing role, customer care will form a major part of the training delivered to the security team. Recruitment processes will also focus on assessing whether candidates possess a level of customer care potential that would render them suitable for the your organisation. 7.3 Performance Monitoring Your organisations account will be directly managed by the Managing Director with the support of the Security Manager. Being a local run security business we have found over the years that having our accounts directly managed by a representative at Director Level provides greater stability for customers and delivers a consistently high level of performance during the life of the contract. This has resulted in the business having a fantastic track record of contract retention. 8. Conclusion We hope that you have found our information pack interesting and the content has made you consider appointing Lion Hart as your sole Security Services provider. We believe the main reasons for doing this are;

• We have spent time and will invest further time to understand your business and the risks that you face.

• We will provide a local “One Stop” solution for all your security needs.

• We will invest significant time in the security team engaged in the provision of the service.

• We will provide access to a wide range of industry expertise and support.

• Experienced and dedicated personnel will be involved and take a direct interest in your account.

• Our experienced and local team is ready to go.

After reading the above we hope that you are in a p osition to discuss with Lion Hart your security requirements and we would welcome you as a valued customer to board the Lion Hart team.

Facility Management

Car Park Security

Static Guarding

Event Security

Building Security

Manned Guarding

Construction Security

Residential Security

Close Protection

Retail Security

Mobile Patrol

Front of House

CCTV & Alarms

Wedding Security

LION HART SECURITY SERVICES LIMITED

170 Upper New Walk, Leicester LE1 7QA

Telephone 07835 611911 Email [email protected] Web www.lhsecurity.com

Documents

LionHart Security Services Brochure