While we feel our service excellence, comprehensive case studies and independently audited position as the UK’s #1 ACS-approved security company speak for themselves, it’s equally true that we’re a standout example in our industry. While many of our competitors are just as professional, we’re equally aware that there are just as many pretenders and false pretences.
In fact, Churchill Support Services was born from those negatives, with our founder creating the company from past experiences with private security. That places us in the ideal position, particularly given our storied history, to discuss the public’s perception of security services.
We’ll look at what the public thinks about private security, why that matters to both ourselves and the wider industry, and where that could lead us in the future. We’ll also offer a fresh perspective on the sector, and how we’re paving the way for a brighter and more trustworthy perception of security.
We’ll start this by looking at what’s already been established around how the UK public views and trusts manned security services. They’re no doubt a familiar sight, especially to those who enjoy Britain’s vibrant nightlife culture, but it’s also crucial we go beyond the reveller’s perception and look at how a security officer makes us feel.
The primary source for this is, of course, the Security Industry Authority (SIA). The importance of the SIA licencing process is well-documented, and that’s arguably what the body is best known for. They are, however, the primary point of contact for all things relating to professional security in the UK, and a key facet of that is how the public perceives security.
In early 2024, the SIA released a robust report on the “public trust and confidence in the private security industry” which, to date, remains the largest and most comprehensive study of that nature. It contains findings from both 2022 and 2023, and is what we’ll be using as our base for this article.
While the findings of that study are extensive, we’ve distilled it down to a few of the key talking points:
There are concerning findings, however. While public trust in manned security is gradually improving in the UK, other countries in Europe aren’t enjoying that same level of trust. A study conducted in the Swedish city of Malmö found that less than half (48.7%) of respondents trusted private security (compared with 70% in the UK).
It’s also equally true that personal experience (or the perceptions and experiences of those closest to us) is key. Although our previous point was that those who’ve interacted with security in the last 6 months viewed the experience positively, others didn’t have that same outlook. That’s especially true of those who reported their interactions with door supervisors, with 14% reporting a negative experience, with behaviour perceived as “rude, bossy or unhelpful”.
That’s all underpinned by one of the final points in the report, which ultimately outlines what people are expecting from the security personnel that they interact with. The SIA encapsulate this well, noting that “People want professional, helpful and reliable security”, which stands to reason given the crucial duties a security officer undertakes.
Of course, while we’ve established that public trust in manned security has steadily improved over recent years, it’d be remiss of us to not look at how that blends with public security services, especially the Police. There’s always been a well-established overlap between the two, creating a symbiosis between public and private security services.
Incidents like this one in Leicester Square last August are perhaps indicative of how that’s evolved, with a watchful security presence offering the intervention and quick action needed in what could’ve been an incredibly dangerous scenario. Countless examples don’t make the news, though, and we’ve been privy to several of those across the sites we secure.
This is perhaps the biggest point to consider when we look at how public and private security coexist. Corroborating with the emergency services is part and parcel of the journey to become a security officer, and lends itself to a more complete sense of reassurance and peace of mind.
In terms of confidence, however, trust in public policing has seen a protracted decline in the last 5 years. A Parliamentary report released in late October last year highlighted that in stark clarity, with 52% of respondents to a YouGov survey stating that they had minimal confidence in the police’s ability to tackle local crime (compared with 39% in 2019).
The reasons behind that dwindling trust are myriad, and we won’t delve too far into those issues here, but suffice it to say that the tandem approach seems to be the right approach at the moment. Security officers have long been able to support the emergency services, acting as that first response and rapid-acting presence that those situations demand.
Perhaps this is where the true impetus of modern security lies – in offering a faster, more considered response to incidents that can and do occur. As trust in private security grows, it can have a positive knock-on effect on public safety, and ultimately help the UK public feel more protected wherever they are.
Now a year on from that initial report, it’s translated to a more perceptive and well-informed public. More and more people are understanding the role the Security Industry Authority (SIA) plays, and recognising how integral that is for those who work in the sector. That can only be positive news for those looking to invest in their security measures.
There are positive signs for the future elsewhere in the SIA’s full report, not least in the training and emphasis that needs to be placed on a more “human” approach to security. Of course, the deterrence and stalwart presence won’t change – that’s the main impetus behind effective security services.
However, where the emphasis needs to lie is in how security officers can adapt to be more friendly, approachable and helpful. According to the aforementioned report from the SIA, that’s one of the key findings:
“…assertiveness and determination are desirable traits which security professionals already have. Respondents wanted them to be more professional, reliable and helpful.”
These findings are integral in determining the ideal way to deliver training. It’s something we’ve always done here at Churchill Support Services – our security officers understand the uniquely human demands of the industry, and endeavour to be helpful, reliable and professional across all they do.
To see that committed to an SIA report only serves to improve our sector and the protection we provide to the public, businesses and institutions across the UK. We foresee this being a huge change going forward, especially with companies who are approved by the ACS (the SIA’s voluntary Approved Contractor Scheme).
There’s also the evolving role of private security alongside the police and other emergency services. That has historically been a difficult one given that many get the two conflated, but the relationship has evolved since reports like this one issued in 1999, and there’s now more scope for an open and symbiotic relationship between the two.
Whether that’s set to grow or shrink in the future is still a mystery, but for us as industry leaders, it’s one that only allows us to provide a more concrete sense of security and safety for the sites we secure. We’re constantly striving for that next echelon of quality, and developing strategies to ensure we can continue to deliver ultra-professional, impassioned security.
Interested in experiencing the Churchill difference? Get in touch with our in-house representatives today to discuss your options in much more detail, and to learn how we’re pushing the boundaries of what you can expect from your security provider.
