Case study 2 February 2020

Canary Wharf Management Ltd – protecting one of the most iconic property developments in the world

The challenge

Situated across over 97 acres of prime office and retail development, Canary Wharf is one of the most iconic property developments in the world. As such, Security is a major priority for Canary Wharf Management Ltd (CWML).

Canary Wharf’s population is diverse, including:

  • Over 120,000 daily workers
  • A diverse and growing resident and night-time population

In order to protect and enhance customer experience, an emotionally intelligent approach to security service provision is required.


Core to our service delivery is a collaborative approach and a commitment to partnership engagement.

Our on-site security team are supervised by the client in-house function employed by CWML. From Mitie’s side, the contract is led by a Strategic Account Director. They are supported by a dedicated HR and Resourcing team that is focussed on attracting, selecting, training and developing great security personnel.

Services provided:

  • Security Personnel
  • Access Control and CCTV Monitoring of Fire Systems, Pass & Car Park administration
  • Relief Concierge cover
  • Relief Front of House cover and Special Event cover


  • Biometric book on/off system
  • Body Worn Cameras
  • Client-owned CCTV
  • Access Control Systems


At the end of year 1, our team was over 120 strong, with performance against very stringent Service Levels exceeding client expectations.

Having evidenced excellent service delivery, the contract was developed and the team accordingly increased to 230. The extended contract includes provision of new services, including providing security personnel for key multi-tenanted buildings across the Wharf.

Key to our success has been:

  • Our ability to recruit and retain security officers capable of passing stringent client assessments
  • A comprehensive on-boarding process and career development platform for all staff

As a result of our collaborative approach, our commitment to partnership engagement and consistent high performance, the contract has been extended.

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