Case Study

Gloucester Quays Retail Park

Results

-95%

ASB incidents

+90%

patrol compliance

awards won

Up to 95% reduction in anti social behaviour (ASB) following the introduction of Anchor’s security processes and improved partnership working with City Safe and local policing teams.
Patrol compliance consistently above 90%, supported by the Partner Patrol system and enhanced officer training.
Unified soft services model with cleaning and security now operating under one provider, improving communication, cohesion and customer service standards.
Officers feel supported, resourced and valued, resulting in higher morale, stronger performance and improved retention.
Award winning team performance, with the Gloucester Quays security team receiving the Anchor All Stars Team Award.
Enhanced operational capability through Halo body worn cameras, improved intelligence sharing and strengthened Protect & Prepare readiness.

The Problem

Gloucester Quays is a high‑footfall designer outlet with a sprawling layout, long patrol routes and a complex control room environment. The centre required a security partner capable of delivering more than traditional guarding, officers needed to act as ambassadors, delivering a high‑quality customer experience while managing safety, incidents and ASB.

Prior to Anchor’s appointment, the centre faced several challenges:

Inconsistent support and communication from previous providers.

ASB issues in the wider area, requiring closer partnership with police and city wide intelligence networks.

A need to unify cleaning and security under one provider to improve operational cohesion and service consistency

Complex onboarding requirements, with new officers needing more time than average to become fully competent on site.

Services Supplied

Shopping Centre Cleaning

Shopping Centre Security

Related Tags

#Asset Value

#Cleaning

#Retail

The Solution

Anchor Group mobilised the security contract in December, building on its existing knowledge of the site and strong relationship with the cleaning team. The transition was smooth, well‑managed and immediately strengthened the centre’s soft services delivery.

Integrated Soft Services

Bringing cleaning and security under one provider created:

aligned standards
shared expectations
improved communication
a unified customer‑service culture

This integration elevated the overall visitor experience and strengthened day‑to‑day operations.

Enhanced Operational Tools & Technology

Anchor introduced several key systems to uplift performance:

Partner Patrol : enabling accurate monitoring of patrols, supporting officer training and improving consistency.
Halo body‑worn cameras : providing clear imagery and excellent sound quality to support evidence gathering and officer safety.
Online management training portal : giving supervisors full visibility of mandatory training and compliance.

Improved Intelligence & Partnership Working

Anchor’s Pal Protect specialists provided regular intelligence updates, including city‑wide and regional insights. This strengthened situational awareness and supported proactive planning around ASB, crime trends and Martyn’s Law preparedness.

Close collaboration between:

the in‑house team
City Safe
Anchor management
local neighbourhood policing teams

created a more coordinated and effective approach to safety and incident response.

Visible, Consistent Management Support

Anchor’s management team, including the Area Manager and senior operational leaders, visited site regularly, spending time with officers, understanding challenges and resolving issues quickly. This officer‑focused approach ensured the team felt supported, resourced and valued.

Having both cleaning and security under one provider has taken the operation to another level. Anchor deliver the basics exceptionally well … communication, support, PPE, uniform, pay and that makes a huge difference. The officers feel supported. When they’re supported, they do a good job, and that makes our job easier. Anchor’s management spend time with the officers, not just with us. That’s what matters. We’re a complex site, and Anchor listen, engage and work with us to get things right. The first six months have been very positive, and the partnership continues to strengthen.

Owen Acland

Centre Manager, Gloucester Quays

Connect with us

Your challenges are our challenges. We tailor our services to meet your specific needs.

Connect with a member of our team to discuss the possibility of working together.

We are listening.