Leisure Park Security Case Study

TCFM Providing Security Services for a major Leisure Park

• Intelligent Security in Action:
  
• How TCFM Supports Safety and Welfare at this Leisure Park
  
• This leisure park is a busy multi-use entertainment destination featuring attractions like Planet Ice, Hollywood Bowl, iFLY Indoor Skydiving, Milestones Museum, and a public golf centre.
  
• With a diverse range of visitors and extended operating hours, the site requires a comprehensive, flexible, and welfare-focused security approach.
  
• This is designed to protect assets, ensure operational resilience, and maintain public safety throughout the entire area.
  
  

Services we Deliver

• People-First Delivery
• Location: Surrey
• Physical Guarding with static and mobile patrols across high-risk zones (car parks, walkways, interface areas).
• 24/7 CCTV Monitoring for incident detection, intelligence gathering, and evidentiary integrity.
• Access Control Management ensuring restricted zones are secured and sensitive interfaces remain protected.
• Incident Response Coordination with site stakeholders and emergency services, including late-night support at key anchors such as Premier Inn and McDonald’s.

• At TCFM, we understand that engaged and appreciated colleagues are key to delivering consistent, high-quality service. Our rewards and recognition package includes regular initiatives such as colleague of the month awards, long-service recognition, and performance-based incentives.
• We also provide clear career progression pathways and continuous development opportunities to help colleagues grow within the business.
• This approach has contributed to strong retention across our contracts.
• On this particular contract, 87.5% of colleagues have remained with us since the start, demonstrating the impact of a positive, supportive working environment where individuals feel valued, recognised, and motivated to stay.
  

Challenges & Resolutions

• Anti-Social Behaviour
  
  • Recent observations have highlighted an uptick in anti-social behaviour, particularly evident during the school holiday period. Incidents of “boy racer” activity and the misuse of electric bikes have been reported frequently.
    To effectively combat these issues, a comprehensive strategy was put in place that included enhanced scheduling of patrols and the implementation of a public engagement initiative.
    
  • This strategic approach has shown promising results, leading to a notable 30% reduction in incidents within the first quarter alone, creating a safer environment for residents and visitors.
    
• Late-Night Conflict Zones
  
  
  • Another significant concern has been the aggressive behaviour and domestic disturbances occurring late at night, particularly around the McDonald’s restaurant and the hotel zone.
    Such incidents not only disturb the peace but also have posed risks to public safety.
    In response, a series of rapid-response protocols were established, allowing for coordinated police engagement with our security team.
    
  • By being proactive against these disturbances, they were addressed promptly and efficiently, without causing unnecessary disruption to the surrounding community.
    
• Our Main Goal
  
  
  • We equipped security colleagues to identify risks and coordinate effectively with local police.
    
    
  • After completing WAVE training, our security colleagues improved their ability to recognise signs of vulnerability and escalating risk.
    
    
  • They also learned to coordinate confidently with local police services when necessary, which enhanced on-site safety and strengthened partnerships with community policing.
    
    
  • Welfare and Vulnerability Engagement (WAVE) training is designed to increase the skills, knowledge, and confidence of those working in licensed premises.
    
    
  • Its primary focus is on identifying vulnerability and making appropriate interventions.
    
    
  • The benefits of WAVE training for our colleagues include:
    
    
    • Preventing and reducing violent crime related to the licensed economy,
      
      Preventing and reducing sexual offenses,
      
      Reducing preventable injuries associated with alcohol and drug use in the licensed economy,
      
      Decreasing opportunities for criminal activity and anti-social behaviour in licensed premises
      
    • Promoting partnerships and engagement with communities and key stakeholders in the licensed economy.
      
      

Innovations

• Other Innovations
  
  
  • Various health and safety risks, including trip hazards and infrastructure faults, such as broken manhole covers, have also compromised public safety.
    
    These hazards pose a threat to both residents and visitors to the park, highlighting the need for an effective reporting and resolution system.
    
  • In response to this concern, TCFM implemented TrackTik. This direct line of reporting has successfully expedited response, leading to essential repairs and maintenance that uphold safety compliance.
    
• Specific Innovation: TrackTik System
  
  • TrackTik enabled:
    
    
    • Real-time reporting with photo and video evidence.
      
      Incident logs emailed directly to stakeholders.
      
      Transparent digital records of patrols and task completion.
      
    • Live GPS tracking for officer safety and lone working.
      
• Innovation
  
  
  • The introduction of RX-2S Body-Worn Cameras formed a key part of our technology driven security strategy.
    
    These compact, high-definition devices were deployed across the site to support accurate incident recording, enhance situational awareness, and enable seamless coordination with local police services.
    
    The cameras are capable of capturing 1080p video even in low-light conditions, with battery life lasting between 6 to 12 hours, ensuring full coverage during extended shifts.
    
    Crucially, they use encrypted file management to preserve the integrity of all footage, maintaining a secure chain of custody for evidentiary purposes.
    
  • This innovation was implemented to not only support legal compliance but also to de-escalate conflict and provide transparency in frontline operations.
    
• Impact
  
  
  • The use of body-worn cameras significantly improved operational accountability and colleague protection. By recording real-time interactions, officers were better equipped to manage high-pressure situations confidently and professionally.
    The footage has proven valuable in clarifying incident details, reducing disputes, and supporting investigations.
    
  • Overall, this innovation has contributed to a safer, more transparent environment for both colleagues and visitors.
    
• Impact
  
  
  • Enhanced transparency and accountability for all parties.
    
    Improved operational efficiency with automated alerts, randomised patrols, and monthly trend analysis.
    
    Data driven decision making through performance and incident tracking.
    
  • Optimised resource use and service coverage, with adaptable schedules based on actual trends.
    
    
• TCFM Standard Innovation
  
  
  • Producing a full audit trail with robust vetting and right to work checks that cannot be overridden to provide an additional layer of security.
    A geofenced application that ensures the correct colleague is in the correct place at the correct time.
    Improved reporting with clear lines of accountability for resolution and trend monitoring for proactive adjustments and corrective action.
    
  • Provides improved quality of training and service delivery.
    
    

Outcomes

• TCFM’s service delivery at this leisure park has showcased a proactive approach to site safety and operational efficiency.
  
• We combined physical guarding, mobile patrols, 24/7 CCTV, and body-worn cameras to provide a strong security presence in high-risk areas.
  
• Our teams ensured effective access control and rapid incident response, especially during late-night conflicts near McDonald’s and the hotel, with coordinated police liaison facilitating quick resolutions.
  
• The use of TrackTik reporting improved service transparency through real-time task tracking and safety reporting for council stakeholders.
  
• WAVE training emphasised a welfare-oriented approach when engaging with the public, enhancing support for vulnerable individuals and boosting community confidence.
  
• Overall, our delivery has been reliable, visible, and aligned with customer needs.
  
• Contractual KPIs
  

• TCFM’s contractual SLAs requires a minimum of 90%+ monthly scoring average.