SpaMedica Case Study: Keyholding & Alarm Response
Overview
Sector: Healthcare
Customer: SpaMedica
Challenges: Securing a contract to provide Keyholding & Alarm Response for a growing, nationwide portfolio of eye hospitals.
Solution: Using our experience of handling large portfolios for other public-facing customers to demonstrate that we could not only handle Keyholding & Alarm Response for their current sites, but also effectively cover any further sites.
The Task
- Providing a reliable, professional Keyholding & Alarm Response service that handles the requirements of a national provider of NHS ophthalmology services, regarding sensitivity, speed of response and communication.
- Mobilising Keyholding & Alarm Response at 48 sites nationwide and ensuring conformity from other existing providers.
- Grow our security provision in line with the growth of the customer’s portfolio.
The Solution
SpaMedica reached out to us as they needed a new Keyholding & Alarm Response provider. Due to the rate of their growth, they felt that they needed a trusted provider that could handle their expanding portfolio, giving them the peace of mind that their sites were being appropriately protected.
After an initial conversation with our Director, to get a sense of the customer’s requirements, we then held several meetings to discuss our service in detail. This included setting out our response times, how we’d handle evidence, and how we’d support the client through their own dedicated Account Manager.
We were able to use some of our other existing customers to demonstrate that we could not only handle a portfolio of this size, but that we could also deal with properties which are public facing.
Mobilisation proved to be a challenge, with keys for sites all being held by different providers in different places, However, as a team we were able to get all the keys collected, and out to where they needed to be, to ensure timely mobilisation which did not disrupt the customer’s operations.
We also assured SpaMedica that we fully understood the requirements of handling a contract with a busy healthcare provider. It is vital that we as a Keyholding provider do what we need to, when we are required. If not, it is members of the public who are affected. This means that the work is very time-sensitive, and we must always ensure a high level of professionalism.
This includes conducting ad-hoc Open and Lock services, where our trained staff go out to sites across the SpaMedica portfolio to ensure the property is unlocked and locked in line with their maintenance contractor schedules.
When we took on the SpaMedica portfolio, they had 48 sites. That has now grown to 66 and we provide keyholding for all of these, with plans in place to cover further sites as they add them throughout 2025.
Nationwide
Nationwide coverage through our network of providers.
Speedy Response
A speedy response was needed due to the nature of the client’s work.
Expanding Portfolio
An expanding portfolio meant we had to grow and adapt alongside the client.
Customer Testimonial
“The whole onboarding process with ARM has been incredibly smooth. The transition from our previous supplier was swiftly dealt with by Ryan and Lucy, with minimal involvement needed from us. New ways of working are constantly discussed to enable us to have a reliable and robust service with very minimal impact on our requirements.”
Daniel Cattermole – Regional Facilities Manager
SpaMedica
Speak To ARM Secure Today
If you would like to find out more about ARM Secure’s Keyholding & Alarm Response offering, and how we can help protect your property, please get in touch on the form below.