Loughborough University Library

Background

Loughborough University Library is a vital community resource located in the heart of Loughborough, offering a wide range of services including book lending, educational workshops, and community events. Due to the high volume of visitors and its central location, ensuring a safe and secure environment is a top priority for the Library. To address these needs, Loughborough University Library partnered with Guardian Protection Services, part of Squire Group for static guarding and patrolling services.

Challenges

Before partnering with us, Loughborough University Library faced several security concerns and challenges:

The cost and management complexity of an internal security solution made it unfeasible.
Dissatisfaction with a previous security provider, around management and communication.
The need for guards who understood the unique environment of a university Library, emphasising customer service skills and sensitivity to the community's diverse needs.

Guardian Protection Service Solutions

Guardian Protection Services designed a tailored security plan to meet the Library’s specific requirements. Key measures included:

Static Guarding: Deployment of experienced and well-trained guards, including those transitioned from a previous provider, ensuring continuity and familiarity with the Library environment.
Patrolling Services: Structured rotations, with one guard stationed at the reception desk, one on level 4, and another patrolling the building to maintain a consistent presence.
Proactive Engagement: Regular meetings with Library management to gather feedback, ensure the right personnel were assigned, and address evolving needs.
Enhanced Service Delivery: Guards went above and beyond by assisting users with directions, tidying spaces, and even providing first aid when necessary.

Client Feedback

The Library’s management praised several aspects of our approach and impact:

Tailored Tender Process: "Your team asked intelligent questions and prepared a bespoke tender that addressed everything we needed."
Professionalism and Rapport: "Guards are approachable, professional, and have built great relationships with our staff and users. Younus, for example, speaks to international students in their native languages, acting as an informal ambassador for us."
Safety and Reassurance: "Students feel reassured knowing someone is always present, even during quiet hours. We’ve received comments that the Library feels like a safe place to study."
Proactive Approach: "From the very beginning, your team was proactive, setting up regular meetings and ensuring all feedback was addressed promptly."

Results and Benefits

Since partnering with Guardian Protection Services, Loughborough University Library has observed:

Increased footfall, particularly for 24/7 summer term openings, with a 10% rise in visitor numbers compared to the previous year.
Improved confidence among staff and visitors, reflected in positive feedback from students and the wider community.
Enhanced efficiency for Library staff, with guards helping maintain order and freeing up staff to focus on other tasks.

Daily Roles and Impact

Squire Group’s guards play a critical role in maintaining a secure and welcoming environment:

Structured Duties: One guard remains at reception to manage access control, while others patrol the building and monitor key areas like level 4.
Extra Mile Efforts: Guards assist users in finding books, tidy up communal spaces, and provide first aid when required.
Building Rapport: Through consistent presence and engagement, guards have become trusted members of the Library community.

Guardian Protection Service’s partnership with Loughborough University Library showcases the value of customised security solutions in addressing specific client challenges. By combining professionalism, proactive engagement, and a commitment to excellent service delivery, we have helped transform the Library into a secure and welcoming space for all its users. The positive relationship and results achieved affirm the benefits of this collaboration, setting a standard for future partnerships.

< Back