Summary
Soul Foods Group (SFG) operates a large and diverse portfolio of restaurant brands across the UK, requiring reliable, responsive, and scalable intruder alarm maintenance and monitoring. With many sites operating late into the night, SFG needed a partner capable of delivering enhanced remote support alongside dependable on-site service. SECOM was appointed to take over and unify alarm maintenance and monitoring across the estate, while also supporting new store openings with intuitive, future-ready security installations.
Aims & Objectives
Soul Foods Group required a security partner that could:
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Provide professional, immediate response for alarm maintenance and monitoring
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Deliver a higher level of remote support to reflect late-night operations
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Ensure consistent service across a large, multi-brand estate
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Support the rollout of new sites with robust, intuitive alarm installations
SECOM was entrusted to maintain and monitor existing systems while also designing and implementing solutions for new Starbucks, Taco Bell, and KFC locations.
Context & Challenges
SFG’s previous provider was unable to meet the operational and responsiveness standards required for a nationwide, late-opening estate. While SECOM was already maintaining and monitoring elements of the SFG portfolio, the fragmented approach limited efficiency and consistency.
The challenge was to seamlessly take over all sites without disruption, ensure continuity of service, and enhance remote support, while working collaboratively with the incumbent provider during the transition period.
Why SECOM?
SECOM delivered the most compelling and comprehensive proposal during the tender process. Their ability to combine nationwide physical service coverage with advanced remote monitoring and support, alongside proven experience managing complex, multi-site estates, made them the clear choice for Soul Foods Group.
The Solution
SECOM assumed responsibility for intruder alarm maintenance and monitoring across the SFG estate, now covering more than 150 locations. Initial takeovers were completed remotely using Dualcom transfer technology, enabling rapid onboarding with minimal operational impact.
This was followed by strategically planned physical takeovers, delivered in collaboration with the previous provider. Where appropriate, sites were also connected to SECOM’s Remote Service Desk, providing enhanced remote diagnostics, faster issue resolution, and improved out-of-hours support.
Results
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SECOM now maintains and monitors in excess of 150 Soul Foods Group sites nationwide
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Remote takeovers enabled faster onboarding and reduced disruption
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Enhanced remote service desk support improved response times, particularly during late-night operations
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A consistent, scalable security approach is now in place to support ongoing expansion
Client Feedback & Conclusion
“SECOM provide fast and efficient service, strong problem-solving, and consistently protect our sites.”
Connor Gibbs CMgr MCMI
UK Facilities, Maintenance & Compliance Officer
Soul Foods Group
From an internal perspective, the transition and ongoing service delivery have been received positively across Soul Foods Group. The combination of reliable maintenance, enhanced remote support, and structured takeover processes has resulted in smooth day-to-day operations, with no reported issues since implementation.
This partnership demonstrates SECOM’s ability to support complex, multi-site, late-night operating environments with a scalable and resilient security solution. By combining nationwide service coverage with advanced remote monitoring and a collaborative onboarding approach, SECOM has delivered a future-ready alarm strategy that supports Soul Foods Group’s ongoing growth.
Matt Bradley
SFG Account Manager – UK North, SECOM
“Working closely with Soul Foods Group, our focus has been on building a long-term partnership rather than simply delivering a service. By understanding the operational demands of their estate, we’ve been able to implement a consistent, reliable security solution that supports both their current operations and future expansion.”
