Regulation: boost for retailers

16 Jun 08

The Reliance Security Group’s latest survey of shopping centre managers reports “a marked improvement” in the quality and provision of security services for end users following the introduction of Security Industry Authority (SIA) regulation. Brian Sims details this and the report’s other key findings.

The Reliance Security Group’s 2008 Shopping Centre Survey – the bi-annual study of UK shopping centre managers that seeks to identify security trends and issues in the retail market – comes against a backdrop of heightened fears in relation to terrorist attack, the seemingly inexorable rise in anti-social behaviour and continued worries over child safety following several high profile disappearances highlighted by the media.

For many managers and centre owners, this has inevitably led to an increase in investment regarding security provision across many areas – including training and technology (notably CCTV) – and increased liaison with various security-related agencies, among them the fire and police services.

Almost three quarters of this year’s survey respondents believe that licensing and regulation via the Security Industry Authority (SIA) has had a positive effect on security within shopping centres. A majority (59%) cited improved vetting of personnel, while other areas to benefit include training (56%), an improved perception of security (48%) and higher levels of security personnel retention.

In a clear vindication of the new licensing regime, 89% of managers with outsourced security contracts stated that they wouldn’t consider taking the discipline in-house despite increases in costs attributable to regulation.

In-house versus contract

Only one-in-seven managers questioned employ an in-house team, and the majority of all managers surveyed – 82% of them, in fact – believe that these personnel should also be subject to regulation. While in-house managers can clearly see the benefits of regulation, only 13% said that they’d considered outsourcing as a result of licensing in the private sector.

Ever since regulation went ‘live’, there has always been an overarching concern that individuals who cannot obtain a licence in the contracted market would seek employment within the in-house sector. When quizzed on this matter, only 22% of in-house shopping centre managers – the corresponding figure in 2006 was 75% – believe this to be the case. However, 57% of managers now vet their in-house personnel far more rigorously.

In most cases (70%), the shopping centre manager is responsible for specifying security. 13% of managers hold joint responsibility alongside their managing agents, security or operational managers.

When compared with the results from the 2006 survey, one of the most significant findings of this year’s study is the rise in the contracting-out of other services to security providers. The most marked increases are in car parking services (+31%), cleaning (+37%) and building maintenance (+85%).

Duration of contracts

Security contracts at shopping centres typically run for 3-5 years, with one-year contracts quoted by only 23% of respondents and two-year ‘deals’ by 12% of managers.

The findings conclude that security guarding (98%) and CCTV (95%) are still the most frequently deployed security solutions. Other services include access control (56%), mobile patrols (37%), key holding (24%) and remote monitoring (19%).

The number of centres using these different solutions remain at similar levels, although CCTV usage has shown a marked increase (up 38% since the last study). This is likely a reflection of the rising cost of security guarding and the developments in CCTV technology that have made its implementation and use much easier.

CCTV’s burgeoning use can also be pointed at the growing complexity of security challenges facing centre managers, including bomb threats, gang-related incidents, physical and verbal abuse of staff and drug-related disturbances. Increasingly, managers are turning to enforcement powers to fight anti-social behaviour. An exclusion process is now enforced at 76% of the centres responding to the 2008 survey. 84% of them feel that this process is “very effective” in dealing with prolific offenders.

The ‘Madeleine McCann effect’

Another issue vexing retail centre managers is that of lost children. Just over half of all respondents rated this as a major concern – a rise of 16% from 2006, and probably due to heightened awareness of child safety since the disappearance of Madeleine McCann in Portugal.

With managers having to multi-task when faced by so many different concerns, it comes as little surprise to learn that there are now string ties between them and other security services. The police, local council departments, town/city centre radio schemes, town/city centre management teams, the ambulance service and retail crime initiatives are all to the fore here.

There has been a strong emphasis on training and development since the last survey. Respondents are reporting better-trained security personnel showing a willingness for ongoing learning. When asked about the provision of additional training, 83% of centre managers said they have taken precautionary measures by instructing officers on how to deal with bomb scares and evacuations. However, not too many of them were aware of Project Argus (the National Counter-Terrorism Office initiative designed to train shopping centre personnel to prevent and respond to terrorist attacks).

ACS gains recognition

85% of managers confirmed they’re now aware of the Approved Contractor Scheme (ACS), with 78% cogniscent of the benefits to be had from using an ACS-registered provider. Worryingly, however, 9% of managers explained that they didn’t use an ACS provider. 18% were actually unaware of the status held by their contractor as the question hadn’t even been asked.

While technology is seen as a key area for investment, 94% of managers explained that this wouldn’t mean reductions in manpower.