How
We Work
Upon commencement of a contract, a senior TMS Protection manager conducts a comprehensive risk assessment of your site or venue.
This is not a box-ticking exercise. It is the foundation of everything that follows.
Nothing is assumed.
- Steps Defined
- Responsibilities Named
- Standards Measured
Named Contact
Uniformed Staff
Body Cameras
99.5% Attendance
98% KPI'S MET
24/7 Control Room
Real Time Reports
CSAS Police Powers
SIA Approved
Next Steps
And commitments
Getting a contract operational is a process we manage carefully. Mobilisation is completed within four to six weeks of contract award, factoring in any standstill periods.
Mobilisation
Our Mobilisation Team
- Tom Devine, Managing Director
- Georgie Powell, Senior Operations Manager
- Jodie Lockwood, HR Officer and Vetting Officer
- William Nicholson, Head of Client Development
Pre-Start Meetings
Georgie meets with your representatives to discuss contract requirements, agree communication formats and confirm KPIs and reporting frequency.
Security Clearance
Jodie ensures all officers assigned to your contract hold the required clearances, including enhanced DBS checks, current SIA licences, BS 7858 vetting, and any additional accreditations required by your specification.
Contract-Specific Training
All officers receive a full contract-specific induction before the contract starts. This covers your site, your protocols, your expectations and any specialist requirements identified during the risk assessment.
System Setup
We configure your contract within SmartTask and set up your client-facing portal, giving you real-time access to live contract data from day one.
TUPE (If Applicable)
Where TUPE applies, Jodie manages the transfer process in full. Our TUPE retention rate is 96%. Transferring staff receive individual development plans, are welcomed into the TMS Protection team through a formal induction and are paid at least the real Living Wage from the point of transfer.
Reporting
Transparency is not something we offer as an add-on. It is built into every contract from the start.
Your Client Portal
Your client portal offers real-time access to:
- Officer attendance and GPS location data
- Daily occurrence logs, automatically generated and available the same day
- Patrol reports and checkpoint confirmations
- Incident reports with photographs and notes
- Body worn video footage requests
- SLA and assignment instruction documents
- Vehicle tracking reports where applicable
Monthly Service Report
Your Contract Manager produces a Monthly Service Report by the third working day of the following month. This covers:
- Contract overview and actions from the previous month
- Management visit records
- Incident log
- Complaints and compliments received
- KPI assessment and scoring matrix
- Recommendations for the following month
SmartTask
Once your contract is live, it is monitored continuously by our 24/7 control room in Maidstone, staffed by real people around the clock.
Our control room uses SmartTask, our cloud-based Contract Management System, to oversee every deployment. The SmartTask Active Board refreshes every 60 seconds and gives our control room team… full visibility of:
Full Visibility of:
- GPS confirmed officer attendance, minute by minute
- Full schedule of planned activities, shift start and finish times, check calls and patrol checkpoints
- Recently completed tasks and all active shifts
- Escalation procedures, emergency contacts and site-specific assignment instructions
In Addition To Smart Task
- Makes hourly calls to officers to confirm safety and service delivery
- Receives live video streaming from body worn cameras over 4G
- Monitors heartbeat alerts for lone worker safety
- Coordinates cover in the event of absence, with a replacement officer on site within one hour
Monitoring
TMS Protection does not wait for a client to raise a concern before assessing its own performance. We monitor ourselves continuously.
Site Visits
Georgie Powell conducts a minimum of two site visits per week on active contracts. These include both announced and unannounced visits to assess officer conduct, uniform standards, patrol coverage and adherence to assignment instructions.
Monthly Meetings
Monthly meetings with your representatives review KPI performance, discuss any incidents or concerns and agree actions for the following period. Where performance gaps are identified, they are addressed through targeted training and recorded in each officer's personal development plan.
Training Reviews
All officers have a personalised training matrix reviewed monthly by Quintin Coetzer, Training Manager and Assessor. Where refresher training is required, it is scheduled before any certification lapses.
Our Performance
Our performance across active contracts:
- 99.5% site attendance record
- 99.5% punctuality record
- 98% of KPI targets met across 95% of contracts in the last three years
- 0 service complaints on the London Borough of Bromley contract
- 30% reduction in security breaches year on year at Bellrock Group
Standards
Every TMS Protection officer operates within a defined set of professional standards. These are not aspirational. They are contractual.
No Subcontracting
We do not subcontract any part of our service. Every officer deployed on your contract is directly employed by TMS Protection, vetted to BS 7858 standard and trained through our own Highfield accredited training centre.
Open Door Policy
Every client has direct access to senior members of the TMS Protection management team for confidential discussions about any aspect of service delivery. You will never be filtered through an account management layer when something needs to be addressed directly.
Vetting, No Exception
BS 7858 vetting applies to every person we employ. This includes identity verification, SIA licence checks, a five-year written employment background check, right to work verification and character reference checks. Weekly screening against the SIA watchlist and annual DBS checks are carried out for all staff throughout the life of the contract.
Professional Standards
Officer appearance, uniform and PPE are checked daily by supervisors through planned and unannounced spot checks. Expectations are set during contract-specific training before the contract starts and reinforced throughout.
Conduct in Public
All TMS Protection officers operate within the bounds of the law at all times. In public-facing environments, our officers treat every person they encounter with respect and dignity. De-escalation is always the first response. The use of reasonable force is trained, documented and a last resort.
Accreditations
That Matter
Every logo in our accreditation strip represents an independently verified standard that TMS Protection has met and continues to maintain.
TMS Protection Ltd currently holds SIA Approved Contractor Scheme (ACS) status for the provision of Door Supervision, Security Guarding and Key Holding, CSAS ISO 9001, ISO 14001 and BS 7858 staff vetting.
