Security personnel, Electronic security, installation and maintenance
The University of Greenwich, London provides high quality education, research and enterprise for international, national, regional and local communities.
The university serves more than 28,000 students across its three campuses at Greenwich and Avery Hill, in south-east London, and at Chatham Maritime, in Kent. The university employs over 2,000 academic and support staff at these campuses.
The main campus within the Old Royal Naval College, sits at the heart of the Maritime Greenwich UNESCO World Heritage Site, one of the UK’s leading heritage attractions. The security contract also covers the campuses at Avery Hill; a listed Victorian mansion housing a library sited in a former ballroom and an elegant winter garden.
At Medway, the university campus includes several listed Edwardian buildings in the former naval training base at Chatham Maritime, Kent.
What was the client looking for?
The university was seeking to appoint a security partner that could provide effective security across all sites. They were looking for a partner who could protect the assets of the university, reduce costs, whilst delivering a professional experience to the stakeholders they served.
The client chose Mitie because of our strong background and experience in delivering security services within the education sector, demonstrating a strong understanding and appreciation of the challenges involved in securing an open academic environment. They were looking for a security company whose expertise not only matched their expectations, but were also able to employ personnel with experience of working within the education sector.
How did Mitie help?
We offered the university an innovative and fresh thinking approach to security services. The Greenwich campus is an open campus with 14 points of entry
and the university needed to mitigate risk through an integrated approach.
Mitie carried out a full security audit of the campus and provided a comprehensive report of recommendations. Since working with the client we have implemented several initiatives to enhance the service; most significantly, the promotion of security awareness across the site and the development of a ‘challenge culture’.
"Through awareness campaigns and briefings on security matters, we reiterated the importance of being vigilant"
We achieved this by educating employees on how to help protect their personal safety, client assets and reduce losses. Through awareness campaigns, regular updates and briefings on security matters, we reiterated the importance of being vigilant, reporting incidents and sharing common security procedures amongst all that use and visit the university.
Our flexible approach means we can meet the university’s seasonal
needs through a team of 12 relief officers. A dedicated relief team
has been identified with all officers having received appropriate
training to cover required tasks.
We have also invested in our people; customer care training is being
delivered across the contract. The course has helped officers recognise their important role within the university. Our staff are often the first point of contact for people accessing the campuses; offering the right level of customer service and pastoral care is imperative.
The team working at Medway has completed fire awareness training and both our Park Row and Medway site managers have completed appraisal training. This allows our management team to continuously promote effective performance and maintain a happy and motivated team.
The partnership between Mitie and the University of Greenwich is based on trust and promoted at all levels. Our account management team work closely with the client’s team to ensure service levels are adhered to and the best possible service is always being received. Our commitment to open and honest reporting is illustrated through MiTSM, our daily operational tool which enables clients to access custom built client dashboards which offer an overview of activity, news and information, as well as KPI centre and site schedules.
Communication and engagement with our people is what makes our
approach to managing this contract different. Every piece of communication in the business is uploaded to MiTSM so our people are always kept up-to-date with what’s going on.
The University of Greenwich is now one of our most valued and prestigious clients and represents a flagship service within the education sector. A team of 50 officers provide a round-the-clock service offering hands-on security expertise. Students, staff and visitors are able to enjoy a safe and secure environment guaranteed by our innovative approach to security risk management.
Our commitment to training is on-going; we have invested significantly in eLearning and have the capability to design effective and efficient eLearning training programmes aimed at all officers working on this contract. The bespoke modules enhance the learner experience and provide our customers with useful feedback for the future.