125 Old Broad Street
Security personnel; access and egress control; front of house concierge
125 Old Broad Street is a 26 floor tower in the heart of the square mile in the City of London. It comprises 320,000 square feet of offices and three retail outlets. MITIE’s contract started in April 2008, whilst an extensive refurbishment of the London Stock Exchange (125 Old Broad Street’s previous designation) was taking place.
What was 125 Old Broad Street looking for?
With approximately 400 fit-out workmen on site – all of whom had to be issued with permits to work - 125 Old Broad Street needed a provider who could provide effective and vital control of access and egress along with competent management of the flow of prospective tenants visiting the building.
The client needed a security provider able to provide first-class customer service and oversee tenant movements within the building, particularly during the first three months of the contract during which the refurbishment continued. With a wealth of experience of working in the corporate environment, the customer knew they could rely upon MITIE to provide professional officers able to deliver the highest standard of customer care and manage a busy complex.
A flexible and hands-on approach to security delivery was required – from a team of people able to build partnerships with the buildings’ numerous tenants. From the outset the team delivered exactly what the customer wanted. Our people demonstrated flexibility as tenants continued viewings and organised their move into the building. The security team played an active role in assisting tenants with the whole process – from accepting deliveries and welcoming contractors to issuing permits to work and providing induction and fire training to all occupants. Taking ownership and displaying a professional approach gave the 12-strong team a real opportunity to implement best play in creating a world-class concierge environment for visitors and those working at 125 Old Broad Street. Our ability to provide bespoke and specialist training means the customer benefits from training standards that are beyond minimum industry requirements and that reflect the individual needs of the site. The team has undergone specialist customer care training and received refresher sessions on top to hone the skills and confidence needed to deal with any type of situation. Being able to react correctly and professionally to an incident is fundamental to the successful protection of the site. Both disaster recovery and evacuation procedures have been written by the team including guidance on dealing with the press in the event of a major incident to ensure that the one consistent message is communicated. This gives the customer peace of mind that their building is in safe hands, leaving them to concentrate on the bigger picture.
The team’s skills have been put to the test on several occasions, most notable of which being their ability to deliver an undisrupted service during the G20 protests in April 2009 - these took place directly outside the premises.
As a market leading security provider, we’re also used to working in partnership with our clients’ teams and recognise the importance of embracing our customers’ cultures. Our security team at 125 Old Broad Street wears the same uniform as the rest of the front of house personnel which re-affirms the role they play in the building and helps every employee promote the same high level of service; in turn providing tenants with a joined up service delivery.
Always adding value
The team prides itself on exceptional service delivery. The contract is supported by a dedicated security manager and our local operational teams who are always looking for ways to give the customer that little bit extra. One way this is achieved is by providing site training and inductions to all contractors before they begin any work on site. The inductions are supported by a bespoke booklet that the team has produced. This is a huge benefit to the client, helping to meet health and safety standards and ensure compliance with emergency procedures. It’s a weight off our client’s mind to know everyone working on the building at any given time has been briefed and trained.
Similarly, when a new tenant moves in, the team holds a welcome presentation a site walk around – saving the management team’s time and adding to the professional welcome visitors and employees come to expect. This prestigious site demands a quality service. We keep our customer happy by assuring occupants that each and every visitor will be greeted by a friendly, passionate and professional person – but most importantly, will feel safe and secure around the clock.