Learn more about our partnership with Leeds Building Society.

Challenges

1. Immediate Compliance Gaps:
   Upon review, our team discovered that the previous monitoring provider was not following NSI standards, meaning the end user’s entire alarm portfolio was exposed to compliance risks. Our ARC holds an NSI Gold accreditation ensuring dependability and upholding the highest standards of security.
2. Accelerated Transfer Requirements:
   Normally, account transfers require three months to integrate clients into our system to ensure seamless integration. This customer needed all 54 sites operational under the new ARC by May 1^st, with less than 2 weeks to prepare.
3. Unique Customer Requirements:
   The client, Leeds Building Society, requested remote arming capabilities for their sites – a service that was not part of our existing processes. Additionally, the SOPs for each site needed to be replicated while improving operational efficiency.

Solution

Our approach was built on honesty, compliance, and close collaboration with the customer. From the outset, we prioritised transparent communication and a strong compliance focus. We clearly explained to CBRE and Leeds Building Society what we could do, shared relevant industry standards, and highlighted the compliance risks associated with their incumbent provider.

Despite the tight timeframe, we executed an efficient transition. The team successfully transferred 54 sites and connected them to the monitoring system in the tight time frame. All alarm panels were configured and codes set in accordance with NSI standards. We worked closely with CBRE’s security personnel to align Standard Operating Procedures (SOPs) for intruder, fire, and panic alarms, ensuring a seamless handover.

Additionally, we focused on delivering customised solutions with operational improvements. Our expert ARC team built a process, streamlining SOP templates, developing and integrating them into our existing monitoring system. This was put in place to remove operational errors and improve response times to activations. Remote arming functionality was implemented specifically for this customer, accompanied by training for the ARC team on the new processes. Throughout, we maintained adherence to NSI Gold accreditation standards while addressing Leeds Building Society’s unique operational requirements.

The dedication of our team was instrumental in the project’s success. Tom and Nick, ARC Operator Lead’s, worked overtime and even used personal time to ensure that the transition and customisations were completed efficiently. Their commitment enabled faster training and operational readiness for all team members, helping our customer achieve a smooth and compliant transition.

Results

• Zero Compliance Risk: The client’s alarm portfolio is now fully compliant with NSI standards.
• Successful Rapid Transition: All 54 sites were transferred and operational within the compressed timeframe.
• Enhanced Customer Satisfaction:
  • Praised the intuitive ARC Ai system – SCARLETT
  • Transparency and honesty-built trust and confidence in the transition process.
• Operational Efficiency Gains: SOP templates reduce errors and accelerate response times for monitoring operators.
• Potential to Support More Commercial Sites: This successful implementation opened doors for CBRE to consider additional services they can now offer to their portfolio of customers.