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THE

INSIDER

Summer 2015

CONTENTS Foreword by Mark Mathurin 1

New Contracts 2

In the Spotlight 3

Client Testimonials 3

Employee of the Month 4

Uniform 5

Name Badges 5

ID Cards 5

Communication 5

SIA Updates 6

Licensing Updates 6

Holiday Requests 7

Shift Swapping 7

Change of Details 7

Check Calls 7

Module Training 8

Absence Reporting 8

Telme 8

Sports News 9

Sales 9

Recruitment 9

Suggestions Welcome 9

Milestone Birthdays & Births 10

Just for Fun Crossword 10

Accounting Calendar 2015-2016 11

“Year 5 already…”

Welcome to the Summer 2015 edition of “The Insider” – your Hackle Security newsletter. Once again, we are presenting our side of the story in an industry that’s ever changing. This Newsletter will provide you with an update on company performance, key market observations and much more. Foreword by Mark Mathurin I can hardly believe that we are now into the second quarter of our fifth trading year, how time flies! 2014-20145 saw us gain more new assignments, along with new clients both for new assignments and as new managing agents of existing assignments. This is encouraging and shows that our presence in the Industry is increasing, and our reputation growing. As always this year will see Hackle concentrate efforts on gaining new business, with telesales, e-tendering and seeking out new prospective clients and assignments. Growth of the business is key for our survival, and we always welcome the opportunity to speak to possible new clients. I would therefore encourage you all to keep this in mind, and should you hear of any prospective business, do get in touch with the office, and be comfortable in giving our Head Office contact details to anyone you may meet who is looking for Security Services. Remember, each and every one of us is an ambassador for OUR Company. 2014-2015 was another strong year, and I hope we can all maintain our team spirit and make 2015-2016 even better. I would like to use this opportunity to thank each and every one of the Hackle team for their continued hard work and your support of OUR Company, and to thank you for delivering the professional service our clients expect. Mark Mathurin, Managing Director

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NEW CONTRACTS

London, SW18

In November 2014, Hackle was awarded the contract for 24/7 Static Security Services

in SW18. We were pleased to welcome Barry Stanford and Thomas Watson to the

Hackle Team, and are pleased to offer Yusuf Mohammed a new assignment. Services

have recently been extended and now include Mobile Patrols.

Holiday and Sickness Cover, London Area

In late 2014, a London based Building Management Company awarded Hackle a contract to provide holiday and sickness

cover at various residential properties throughout London.

We would like to take this opportunity to thank all of our Relief Staff who have attended these assignments, often at

very short notice, for the professional service they have given our client.

Leicester, LE1

In June 2015, Hackle secured the Security Services contract at this prestigious building in the

heart of Leicester city centre. We have pleasure in welcoming Simon Webbe and Jason Rudkin

into the Hackle family. We also pleased to see our geographic area of services increasing.

SW1P

W1W

SE1

NW1

Reading, RG6

In August 2015, Hackle Security Services Ltd will provide Static Security and Reception

Services to a premises on Thames Valley Park. We look forward to welcoming Bir Gurung,

Ambar Gurung and Dinesh Thapa to the Hackle team.

London, E8

In July 2015, Hackle Security were awarded the Security Service Contract for this new

build in Hackney. This assignment incorporates both retail and high end residential

units, which benefit from 24/7 concierge services. We are delighted to welcome

Bobby Rahman back to the Hackle team.

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In The Spotlight………..

Terri Gosney

Terri Gosney has been a member of the Hackle Security Team since day one, now I think it time we got to know her better! Here are 12 quick fire questions............... 1. Describe your work ethic/style?

To work hard, follow procedures and enjoy what I do.

2. Favourite part of your job? Wages and invoicing, I love working with figures!

3. Least favourite part of your job?

HR and disciplinary matters. 4. Career highlight?

Receiving our 2014 ACS inspection report and score, made all the headaches very worthwhile!

5. Dream Holiday Destination and Companion(s)?

Travelling around the USA in a luxury camper with my family. 6. 3 Dream Dinner Companions (dead or alive)?

Jeff Stelling from Soccer Saturday, I think he is hilarious. Liam Neeson, I love his films and think he would have some good set stories to tell, and Marilyn Monroe she fascinates me.

7. Favourite Sport? Easiest answer yet – football, I miss it in June and July!

8. Favourite Tipple?

A nice pint of real ale for a relaxing, quiet drink, or a lurid cocktail for a crazy night on the tiles.

9. Best Memory Ever?

Holding my son Oscar for the first time.

10. Favourite way to relax? A good film, a nice hot strong cup of tea and some sewing.

11. Biggest Fear? Spiders, I absolutely hate them – I can’t relax if I know there is one in the house….. I don’t mind tarantulas though!

12. Advice you would give your 18 year old self if you could go back in time?

Take opportunities as they arise and don’t put something off or be afraid

to follow your dreams. The opportunities may not be there forever.

What our clients think about

us! Here is a selection of our

client’s testimonials...

“Hackle Security Services have been providing both manned guarding services and mobile patrols across our multiple commercial and residential sites for over two years. Furthermore, they have been supplying relief concierge porters as and when required. Given some of these properties are very high profile and require a dedicated pro-active approach clients have been extremely impressed with their service. Their professional and attentive style is evident from senior management right through to every member of staff. In addition we have been most impressed with Hackle’s response to issues of an urgent nature. We have found their systems and procedures are very well structured and highly effective. As such we would be more than happy to recommend them to any potential client’s”.

D Cusack, Director, Property Partners Management Ltd

“Hackle Security Services Ltd have offered us complete professionalism right from the start of our contract. They communicate effectively, display an open and honest approach and provide the highest standards of customer service. I am pleased to have such a reliable and conscientious company looking after our security needs and would not hesitate to recommend them to anyone looking for a first class service”.

Mick Hedgecock Manager - Security & Compliance

“I am extremely happy with the service provided by Hackle Security Services Ltd. Their attention to the clients’ requirements is second to none. Their professional and attentive approach is evident from senior management and is bred through every member of staff. I feel safe in the knowledge that Hackle Security are protecting my site with a team of happy and professional security officers and would recommend them to any prospective clients”.

Ann Geary West Kensington Court

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EMPLOYEE OF THE MONTH

“I am delighted to have awarded more “Employee of the Month” awards since the last edition of our newsletter. It always gives me great pride when a nomination is submitted, as it proves that our team is recognised not only by ourselves, but by our clients also. Award winners may not always have been involved in a dramatic event, but may simply have gone “over and above” in their daily duties, or may have shown innovation or initiative. The monthly award is not compulsory, but your Contracts Manager will actively look to endorse acts of outstanding service. Award winners receive a signed and framed certificate, and £100 in M&S vouchers.” Mark Mathurin, Managing Director

May 2014 – Pierre Joubert, Grosvenor Street I would like to recommend Pierre Joubert for the Employee of the Month Award for his dedication to his role. During the last weekend in May, there was a serious issue with power failure to the door access system, despite this being a weekend and not during Pierre’s normal working hours, he went out of his way to assist the site officer and Hackle Management, and he also attended site on Monday 2nd June, despite being on annual leave. Not for the first time, Pierre went above and beyond expectations to ensure the building remained operational.

July 2014 – Bashir Zubair, Relief Officer I would like to recommend Bashir Zubair for the Employee of the Month Award. We regularly specifically ask for Bashir to complete exercises as he is genuinely a likable chap and an asset to your company September 2014 – Edita Zirgulyte, America House I would like to recommend Edita Zirgulyte for the Employee of the Month Award. I have received several comments from our tenants at 2 America Square, which say how well Edita does her job, being strict but still very nice.

November 2014 - Hussein Saqaf, 18 Mansell Street Metrus would like to recommend Hussein Saqaf for the Employee of the Month Award. We have undergone a difficult period of construction work at 18 Mansell Street, and have suffered a period of sickness the Building Security Supervisor. Hussein is very hardworking, diligent and friendly and we have been extremely impressed with him since he has been providing cover for Rob. Good work should not go unnoticed and we are very happy with Hussein.

December 2014 – Jama Hussein, Relief I would like to nominate Jama Hussein for the Employee of the Month Award. Jama has a fantastic “can do, will do” attitude. He is always willing to help where he can, and often at very short notice. In addition, his communication with both Head Office, management and also members of the security teams at our sites is very strong. Jama is a great addition to the Hackle Team.

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UNIFORMS

Uniform - General Please be reminded that FULL uniform must be worn at work at all times during the course of your duties. This means wearing company issued trousers, shirts, jumpers (if issued), jackets and ties. Your SIA badge should be clearly visible and uniforms should be clean and pressed at all times. You are entitled to new uniforms items annually, if you require replacement uniform, please complete a “Uniform Request” form which can be found in your Site Administration Folder and give this to your Contracts Manager. Please be accurate when ordering your uniform, please measure yourself (or get someone to do this for you!) prior to ordering, it is a costly exercise returning items of uniform of the incorrect size! Name Badges Most of you will by now have received your shiny new Hackle Name, please ensure you wear these whilst on duty.

ID Cards Your company ID card is valid for three years, and the expiry date runs in line with your SIA licence. We will automatically issue a new ID card when your licence is renewed. If you would like a more up to date picture on your licence, please forward this to us (head and shoulders and definitely in Hackle uniform) at least 1 month prior to expiry. Newly issued ID cards also now have your signature on them.

Remember, you are the face of our company and first impressions are very

important!

Communication

It is vitally important that our staff communicate

effectively with the Hackle Management Team and

with each other.

We pride ourselves on operating a friendly and

approachable company, and being firm but fair.

Our business is as a Service Provider, and our clients

expect us to provide the service we promise.

Without communications between Management and

staff, we risk being unable to provide the service we

pride ourselves on and that our client’s expect and

deserve.

We ask that should we call you, you make every effort

to call us back as quickly as possible. Please ensure you

keep us updated with your contact details.

We understand that many of you work when we are

sleeping, and sleep whilst we are working. We make

every effort not to disturb the night workers except in

emergency situations. We may therefore send emails

if we need to contact you in a non-emergency

situation, so please ensure that you:

check your emails regularly

add Hackle Office and Management to your

address books

keep us updated if you change your email

address

This is doubly important for Relief Staff, if we are

unable to reach you any available work will go to those

who we are able to get hold of first.

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SIA UPDATES

Business Licensing As we mentioned in the Summer 2014 Newsletter, Mandatory Business Licensing was due to come into Operation on 1st April 2015, however this was delayed indefinitely. The latest update from the SIA on Business Licensing is as follows: The Home Office is continuing to work with the security industry and the Security Industry Authority on the development of regulation for the private security industry. In December 2014, the Home Office said the Government expects the introduction of the statutory licensing of private security businesses to come into force as soon as possible during the next Parliamentary session, which starts in May 2015. Business licensing is subject to Ministerial and Parliamentary approval and the approval of Ministers in the devolved administrations in Scotland and Northern Ireland. The Scottish Government and Department of Justice for Northern Ireland have indicated that they are supportive of a consistent, UK-wide regulatory regime. We will provide information on likely timings once these are agreed with the Home Office.

Other SIA News:

Mike Penning MP has been appointed as the Minister for Policing, Crime and Criminal Justice with responsibility for the SIA.

The design of SIA licences is changing, picture size is

being increased, there will be a holographic overlay and a QR and bar code will be added which will lead you to useful information. Cards with the new design are expected to be in circulation by the end of the year.

ACS Approved Contractor Scheme As an ACS Approved Contractor, we are subject to an annual external audit to ensure our continued compliance. The audit covers all aspects of our business, and contractors are scored on a points system to determine their level of compliance.

Our 2014 audit was completed on 21st October 2015. Our score at the end of this audit was 108 points, which we were delighted with. Our 2013 Audit score was 82.

New SIA Licence Application Services There are two new ways in which you are able to apply for a new licence or renew your existing licence.

Licence Application online & at UK Post Offices This is how it works:

Applicants first register on the SIA website www.sia.homeoffice.gov.uk/apply and click on the register / log in link. A username and password is e-mailed to them.

The applicant then logs in and fills out their application. At the end they receive an e-mail with an application reference number and are told which identity and other documents to take to one of the 700 participating Post Offices nationwide. Applicants must keep their application reference number safe as they will not be able to complete an application without it.

When the applicant goes to a Post Office, the Post Office staff check and return the applicant's documents; they will also take a digital photograph of the applicant, take an electronic version of their signature, and take payment for the application fee. The applicant will not be charged by the Post Office for using the service.

The applicant's photograph and signature are sent to us electronically by the Post Office. We add them to the application information already received and continue with our checks. A licence decision is made within 25 working days.

Towards the end of 2015, the web based application systems will be improved with more services available, and paper licence applications will cease. Hackle Security Services Ltd can renewal/apply for a secondary licence for you! The SIA now offer businesses a service whereby we are able to apply for your licence renewal or a secondary licence on your behalf. All we need from you is the Authorisation Code as shown on the top of your renewal letter, and to ask you a few simple questions whilst we apply on line, which will take no longer than 5 minutes. If you have not received a code or letter from the SIA, you can request an authorisation code by calling 0844 892 1025. We have found this service to be very easy to use, and the turn around on applications much quicker than the previous postal route.

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ANNUAL LEAVE REQUESTS

We would also like to take this opportunity to remind you of the notice periods for applying for holidays:

Holidays of less than a week - two weeks’ notice

Holidays of one week to 10 working days - one month’s notice for holidays of one week or more

Extended Leave Requests (more than 10 working days) - a minimum of three months’ notice. All extended leave requests must be accompanied by a letter to your line manager explaining why you wish to take extended leave.

Please ensure, if you are able, that Annual Leave Request forms are to be emailed to enquiries@hacklesecurity.co.uk

CHECK CALLS

You will be aware that check calls are a requirement during some of your duties, as per the Assignment Instructions. It is important that check calls are made to ensure your safety whilst working alone, especially overnight. Check calls should be made to the automated system in line with your Assignment Instructions, and within a 20 minutes window (10 minutes to and 10 minutes past the hour). Should you experience any issues when making your check calls through the automated system, the control room should be called, and also the problem noted in the D.O.B. Should a check call be missed, and the control room not be able to reach you by the site landline and/or mobile or on your mobile, this is then escalated to the duty manger as it is assumed that something untoward has happened to you, and action needs to be taken. Check call performance across the company has decreased against the same period as in 2014/15, let’s get the missed check calls down to single figures every week. Remember, missed check calls are audited on a weekly basis, and should any employee miss 3 or more check calls within a 7 day period, disciplinary action may be taken. 2014 Missed Check Calls 1st Quarter

2015 Missed Check Calls 1st Quarter

CHANGE OF DETAILS

Please ensure that if you change your address, telephone

number(s), email address or bank details, that you inform us as

soon as possible. A change of details form is available from your

Site Administration folder; alternatively you can request an

electronic copy by emailing enquiries@hacklesecurity.co.uk

Please also let us know if your next of kin’s details change.

Should you change your address, you will need to inform the SIA

as a condition of your licence. The relevant form can be found at

http://www.sia.homeoffice.gov.uk/Pages/licensing-name-

address.aspx. You can also request a copy of this form from Terri

Gosney.

We appreciate that, from time to time, you may wish to

swap a shift with another member of site staff. Please be

advised that this should only be in exceptional

circumstances, and MUST be reported to your line manager

or Head Office in order that our systems, for wages and

health and safety purposes, can be updated.

UNDER NO CIRCUMSTANCES SHOULD SHIFTS BE SWAPPED

WITHOUT PRIOR AUTHORISATION FROM HEAD OFFICE.

SHIFT SWAPPING

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Module Training

The Annual Module Training will commence in July 2015 and should all be completed for the current year. Module Training for 2015/2016 will commence in the next few weeks once the questions and answers have been updated. As always, all employees are expected to complete all 15 modules within the year. We are now sending out answer sheets by email, in an editable format, a small number of modules at a time. Please ensure you look out for these and complete and return them by the deadline given, of course you can return these sooner. For the 2014-2015 year, 83% of all Officers completed all 15 modules, let’s see if we can get this to 100% for 2015/16!

Telme All Hackle team members are able to view their schedules

for the coming months, via the Telme function of Gallinet.

This can now be viewed on smart phones and tablets as

well as PC’s and laptops.

To view your schedule through a web browser, follow the

following steps.

1. go to website http://www.gallinet.com/

2. click on “client log on”

3. enter “hackle” (all lower case) into the white box

4. click “go to Employee Telme”

5. enter your user name (all lower case), this is how

your name appears on your timesheet

6. enter your PIN (the same number you use for

booking on and off duty and for check calls)

Please note that if you save the TelMe page to your

internet favourites on a web browser, the link may stop

working due to Gallinet server upgrades. Should this

happen, simply go to the Gallinet home page, and follow

the above steps and resave to your favourites.

The Telme App is available and free to

download from the Google Play Store, so you

can check your schedule anytime, anywhere.

We advise that all staff make use of Telme, especially relief

staff.

Telme is being updated regularly with new features, and

we will be taking advantage of these shortly.

A new feature is document upload, so we will be able to

upload AI’s, and other site documents for you to view

through the app/web browser.

We will update you all once documents for your use are

uploaded.

ABSENCE REPORTING

We would like to remind you of the correct procedure for reporting to us if you are going to be absent from a scheduled duty, which is as follows: In the event of any absence, employees are required to notify the Company as soon as is possible of the reason for absence. Employees must inform their Line Manager at the earliest opportunity and in any event no later than two hours before their normal start time on the day of the absence. The Company do not recognise ‘text messages’ as an acceptable form of communication. Furthermore, if an employee’s Line Manager is unavailable at the time of calling, the employee is required to phone back, as the communication must be conducted in person and within a reasonable time period or at specified time given. Should you need to report any absence from your duties outside of normal working hours, please contact the Duty Manager on 07891 410300. Please do not contact the 24hr control room. It is not acceptable to contact site or another member of your site team. Please keep in mind the impact that late notice of absence has on both our relief staff, and the member of staff you were due to be relieving, and the smooth operation and service delivery to our clients.

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SPORTS NEWS

Lukas Jamriska (Bouverie Place) is still enjoying and

doing well in Brazilian Jiu Jitsu. He has won more

competitions, and is pictured above with his trophy

from February.

We wish Lukas all the best with future competitions.

Another sports star in our midst is Nathan Graham

(Hale Leys), not only is he a boxer, but also a footballer.

Nathan plays for Hale Leys Utd in the Spartan South

Midlands League.

Nathan is also hoping to regain his Southern Light

Middleweight title later this year.

We wish Nathan all the best in his sporting pursuits!

SALES

As mentioned in my foreword, Hackle is making a big push

on gaining new business this year. A bigger portfolio can

only mean improvements for us all! We would ask you all

to keep our name “in the frame” should you hear of

anyone looking for security services, and to give them the

Head Office phone number, or point them to our website

for contact details. Please do let us know if you have

recommended our services to anyone, there may be a

reward in it for you!

RECRUITMENT

Head Office often receives calls from existing staff asking if

we have any vacancies as they have friends or family

looking for work in the security industry. We feel it very

reassuring that you would recommend us as an employer,

and we thank you.

We enjoy a very low, by industry standards, staff turnover,

and when we do have vacancies these tend to get filled

very quickly.

Recruitment can be a timely process, and we welcome

recommendations of candidates from our staff, so should

you know anyone who has good availability, great

communication skills, and of course is already SIA licensed,

please ask them to forward a CV to

enquiries@hacklesecurity.co.uk. If we do not have any

current vacancies, we will be happy to keep their details for

future roles.

SUGGESTIONS WELCOME!

This newsletter is for all of us, and if you have a story you

would like to share for the next issue, or have any

suggestions or requests for articles you would like to see

or would find useful, please let your Contracts Manager,

or Terri Gosney know.

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JUST FOR FUN

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MILESTONES

Marriages and Birthdays! Birthdays 2015: 28th January – Osei Kofi turned 60 15th February- Margaret Bright turned 60! 25th June – Bob Joshi hit 65! 29th July – Vincent Newson reaches 70! Wow, happy birthday everyone!

Births: Congratulations to the following Officers on the births of their babies! Bashir Zubair, August 2014 Artur Szymczak, October 2014 Lawrence Hanson, March 2015 Abdul Kargbo, July 2015 Lukas Jamriska, baby due August 2015

Well Done Michal Congratulations to Michal Jamriska who has recently passed his Level 2 GCSE English exams!

Clues Across: 1. Number of months an SIA licence lasts (9) 4. You must complete a Site _______ Training Card when you train at a new site (8) 5. Module 3 of the training manual (13) 7. Carried out annually with each employee (9) 10. Daily ________ Book (10) Down: 2. Personal _________ Number (14) 3. Employees are required to _____ on duty at the start of their shift (4) 6. Hackle Security ______ Ltd (8) 8. Security _________ Authority (8) 9. App for checking your schedule (5)

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Hackle Security Services Ltd

Suite 204 Westminster Business Square

1 Durham Street, London

SE11 5JH

Tel: 020 7735 1955

www.hacklesecurity.co.uk

Hackle Security Services Ltd holds SIA approved

contractor status for the provision of Static Guarding