Security Services

Industrial and Commercial Bank of China, London PLC

Contracted since August 2015

Background

The Industrial and Commercial Bank of China (ICBC) has been named among the top 1,000 World Banks by The Banker, ranked 1^st in the Forbes Global 2,000 and led Fortune’s Global 500 list for five years running. Founded in 1984, the ICBC provides financial services and products to millions of UK, Chinese and international clients.

The ICBC London branch was officially authorised by the Prudential Regulation Authority in 2014. Grosvenor Corporate Security began providing security services the following year.

The Solution

We provide security services, manning the building 24/7 with two operatives (including one supervisor) working 8 am to 8 pm Monday to Friday.

We have one operative manning the building at weekends and out of hours Monday to Friday.

Given the client’s requirements and the nature of the site, smart appearance is key. All our operatives are provided with full tailored suits and shirts, along with a company ID representing Grosvenor Corporate Security.

We have four operatives assigned to the site, with a pool of six fully trained and inducted relief operatives.

Scope of Services

Our daily duties on the main reception include:

Meeting and greeting guests
Hosting visitors to their point of contact
Assisting the in-house receptionist
Monitoring access control
Monitoring emails
CCTV monitoring
Completing daily reports of events/occurrences
Hourly internal and external patrols of the premises
Supervising security operatives

Welfare Monitoring

The ICBC site is programmed to have hourly automated check calls, which the duty operations controller based in the Grosvenor Corporate Security head office is tasked to monitor. In the event of a check call being missed, the duty controller would proceed to call the operative to confirm the reason for this. If the operative is not contactable, our duty controller would then send the Grosvenor mobile response unit to attend site immediately to ensure the operative is safe. Should this not be the case, they would proceed to contact the relevant emergency service.

Challenges

During the high-risk period of the Covid-19 pandemic, our operatives had challenges with adapting to the safety measures of social distancing due to the nature of the site. A flexible security partner, we adapted our service accordingly and issued operatives with PPE to keep them and other building users safe. This included hand sanitiser, face coverings, surface disinfectant spray and wipes, and Sanitex gloves.

Achievements

During the life of the contract, we have fulfilled all ICBC’s requirements without failing to cover manning levels. We provided fully trained operatives throughout the Covid-19 pandemic, even without the means of public transport. We have also continuously adhered to our agreed service agreement during festive periods and strikes, where again public transport was limited or unavailable.

Grosvenor Corporate Security has also provided supervisor courses for our site operatives. This has enabled them to gain the required training and skills to deliver an excellent standard of customer service.