National Monitoring Centre: Supporting the business, powering customer confidence

Tucked away from the spotlight but central to everything we do, the National Monitoring Centre (NMC) is Glad Group’s quiet engine room. From monitoring customers assets, supporting security operations, conducting welfare checks to serving as a national reception hub – the NMC supports both the business and our customers – 24/7, without missing a beat.

“Our team handles everything from ad hoc guard coordination to compliance management, welfare checks for Auxus and security staff, and even concierge sick leave coverage,” says Systems Engineering Technologist, Sarim Zaidi, who leads the control room team. “Most people don’t realise how many moving parts we’re juggling at once.”

And it’s not just internal support. The NMC delivers essential services for key customers too, including comprehensive CCTV surveillance, advanced access‑control solutions, alarm installation, maintenance and response as well as real‑time monitoring. We also use the latest AI‑powered analytics and on‑edge detection technology to protect sites from unauthorised access.

Through the PACE platform, the NMC offers specialised services, continuously monitoring the movements of lone workers and travellers, including GPS and satellite-enabled personal duress devices and dedicated duress monitoring, ensuring timely interventions and personalised support for those who may be exposed to risk during their travels.

For some clients, the team run an after-hours facilities response centre, fielding maintenance calls and escalating issues when required. They also manage traditional alarm monitoring for large government departments and monitor dozens of security cameras – a number that’s nearly doubled in the last year.

Despite the high volume of work, service quality remains top tier. “Feedback from our clients has been incredibly positive,” says Sarim. “No complaints, just a lot of appreciation for how smoothly everything runs.”