Service Level Agreement Attendant, Portering and Security Services
Birkbeck, University of London’s Attendant and Portering Services are managed in house.
Night Security Services is outsourced to CIS Security Services Limited, as part of a collaborative arrangement with surrounding Institutions and Colleges under the guidance of the London Universities Purchasing Consortium (LUPC).
The Attendant and Security Services provide a twenty four hours a day 365 days of the year security presence within the main building. They also provide reception cover at Egmont House, Monday to Friday 0800h – 1800h.
Staffed receptions based at the following buildings from 0800h – 22:00h Monday – Friday and may additionally be opened at weekends dependant on the number of room bookings
Clore Management Centre
43 Gordon Square
25/26 and 30 Russell
The Attendant team comprises of three attendant supervisors, fourteen attendants and one porter. The Night Security Team comprises one supervisor and four guards.
The team is backed up by security officers employed under contract with Cordant based at Senate House, who are engaged to patrol precinct areas and to review external CCTV cameras
Objective of the Agreement
The objective of this Service Level Agreement is to describe the key services we provide within the Attendant, Portering and Security Services, and the quality standards we have agreed with our service users in terms of service delivery. This agreement sets out
- The service we provide to students, Schools, other internal departments and external partners
- The overall standard which we aim to achieve in the provision of our services
- A mechanism for resolving any problems relating to the delivery of the service
Future Reviews and Amendments to this Service Level Agreement
This agreement will be viewed annually as part of the annual planning process and any changes will be agreed with service users. Changes made to this agreement will be signed off by all parties annually.
Objectives of the Service
The objective of the Attendant, Portering and Security service within the Birkbeck Estate is to ensure:
- An attendant / security presence acts as a first point of response to breaches of security and to minimise criminal activity
- Provide patrols of the buildings and deal with the lawful removal of unauthorised persons
- The locking and securing of all rooms and buildings each evening (which includes ensuring all lights are turned off)
- Responding to intruder, panic and fire alarm activations
- Issue keys within the Birkbeck Estate as required by designated occupiers and contractors who are listed by Estates as being authorised to work on site
- Check identification of persons within the building at any time
- Provide information to senior managers regarding incidents and security officer’s responses to these incidents
- Attending to calls for First Aid assistance in the capacity of a Emergency Responder
- The provision of the Security Contract is funded from within the Estates and Facilities budget, within contractual hours the service is provided at no charge. However there maybe charges for providing a security presence that is requested which is not covered within the agreed contractual hours. Further details can be obtained by the Support Service Manager e-mail
Service Users
- All students of the College
- All academic and administrative staff of the Schools
- All administrative staff of central departments
- External users who hire the use of specific services
Responsibilities – who we are, what we do
Estates and Facilities Department is led by Elizabeth Whitehead, Director of Facilities & Estates Services email 020 7631 6012
Support is offered by
Support Services Manager Anne Mc Keown, e-mail Telephone 020 7631 6020
CIS Security Operations Manager Michael Dawsonemail
What we need from Service Users
- Minimise security risks / incidents by securing their personal and College property within locked rooms or secure facilities
- Inform Reception / Security when working outside of normal office hours
- Inform Facilities Management of any changes in security codes or locks to areas within the College Estate
- Report immediately via Malet Street Reception (ext 6031) any person seen to be acting suspiciously and or thought to be out of character within the building or around the precinct and not challenge them directly
- Report immediately via Malet Street Reception (ext 6031) or in person any wilful damage that has occurred to the College’s property i.e. broken doors, windows and equipment
- Ensure when leaving their office that the door is closed and locked at all times
- Be aware of and respect ‘ The Midnight Rule’ in respect to access to the College premises detailed below:
Please be aware that the College operates a "Midnight Rule". All buildings must be vacated by midnight.
Staff should not attempt to enter buildings after midnight, as intruder alarms are set and false activations occur. False activations waste the Security officers' and Police officers' time and are costly to the College as engineers must be called to reset the alarms. Contact Security officers at Malet Street reception (0207 631 6031) if urgent access to buildings is required after midnight.
Monitoring Success
The Support Services Manager monitors the day to day performance of the Attendant and Portering Team as well as the monitoring of the CIS Security Contract.
In addition the Support Services Manager maintains patrol reports and statistics on all reported security incidents month by month and provides summary reports to the Health and Safety Committee. Statistics are also shared and compared with surrounding Institutions and Colleges to monitor activity within the area.
Customer Feedback
Estates and Facilities have a customer feedback system in operation, which records both positive and negative feedback. Comments on the service provided are welcomed and should be addressed to the Support Services Manager via e-mail
Complaints
See the Core Service Level Agreement that applies to all Central Administration Departments.