Question 1

What types of organisations does AGS Support work with?

Accepted Answer

We work exclusively with supported housing providers, homelessness charities, housing associations, and registered providers across the UK. Our clients include local authority commissioned services, YMCA affiliates, Crisis centres, mental health recovery housing, domestic abuse recovery services, substance misuse housing, young people's services, and move-on provision. We understand the regulatory environment, the safeguarding requirements, and the day-to-day pressures your teams face.

Question 2

Can you cover concierge and night shift roles at short notice?

Accepted Answer

Yes. We maintain a pool of pre-vetted, trained bank staff who are available at short notice — including same-day or next-day deployment in most cases. All bank staff are already inducted into our standards and trained in safeguarding, de-escalation, and lone working protocols, so they can step in with minimal briefing. We operate a dedicated 24/7 Operations Contact Line — calls are automatically routed to the on-call manager while simultaneously notifying the wider management team, so cover gaps are resolved around the clock.

Question 3

Are your staff DBS checked?

Accepted Answer

Absolutely. Every member of the AGS workforce undergoes an Enhanced DBS check covering both Adults and Children before deployment, including barred list checks where required by the role. We maintain our own DBS update service subscriptions so checks remain current. Alongside DBS checks, our recruitment process includes Right to Work verification, identity checks, employment referencing, and suitability screening. All staff also complete safeguarding training aligned to the Care Act 2014 and local authority requirements, covering: Safeguarding Adults & Children, Mental Health Awareness, Conflict Management & De-escalation, Emergency First Aid, Equality, Diversity & Inclusion, and Fire Safety.

Question 4

What safeguarding training do your concierge and support staff receive?

Accepted Answer

All AGS concierge and support staff complete mandatory training across six core areas: Safeguarding Adults & Children, Mental Health Awareness, Conflict Management and De-escalation, Emergency First Aid, Equality, Diversity & Inclusion, and Fire Safety. Staff supporting specialist services — such as domestic abuse recovery housing or young people's services — receive additional bespoke training matched to your service requirements and compliant with Ofsted safer recruitment requirements where applicable.

Question 5

What accreditations and certifications does AGS hold?

Accepted Answer

AGS is certified to ISO 9001, the internationally recognised standard for quality management systems. This means our service delivery processes are structured, documented and continuously reviewed. We also hold SafeContractor accreditation, confirming our health and safety systems meet recognised industry standards. These certifications are not badge exercises — they reflect how we embed quality, safeguarding and accountability into every placement.

Question 6

What do AGS staff wear — do they look like security guards?

Accepted Answer

No. Traditional security-style uniforms are not appropriate in supported housing settings and can unintentionally create distance or escalate tension with residents. AGS staff wear smart casual attire or AGS and client-branded polo shirts with visible ID. The aim is a professional but approachable presence — someone residents feel they can approach, not a uniformed authority figure. Uniform standards are managed through our staff portal to ensure consistency across all sites.

Question 7

How does the fully managed service model work?

Accepted Answer

We handle the entire staffing lifecycle for you — recruitment, DBS checking, training, rostering, payroll, HR management, performance monitoring, and cover arrangements. You work with a dedicated account manager who is your single point of contact. You simply tell us your rota requirements and we ensure qualified, appropriate staff are on shift. No recruitment admin, no last-minute scramble for cover. We commit to 100% shift coverage so your service is never left unstaffed.

Question 8

How quickly can you get staff in place at a new site?

Accepted Answer

For new contracts, we typically mobilise within 10–14 working days, which includes site inductions, customised training, and familiarisation with your policies and procedures. For emergency cover at existing partner sites, we can deploy within 24–48 hours. We operate a dedicated 24/7 Operations Contact Line so cover gaps are resolved around the clock.

Question 9

What is the difference between bank staff and contracted support staff?

Accepted Answer

Contracted support staff are placed with you on an ongoing, scheduled basis — working regular rotas as part of your team. Bank staff are pre-trained, pre-vetted individuals we deploy to fill short-notice gaps, holiday cover, or fluctuating demand. Many clients use a combination: contracted staff for core shifts and bank staff for flexibility. Both receive the same standard of training and vetting.

Question 10

Do you provide concierge staff for YMCA, Crisis, and Porchlight-type services?

Accepted Answer

Yes — we have long-standing partnerships with several YMCA associations, homelessness charities, and supported housing providers. With 20 years of sector experience, we understand the complexity of services for people with multiple needs, the importance of trauma-informed approaches, and the regulatory expectations of commissioners and the Regulator of Social Housing.

Question 11

Can your staff work within our lone-working and risk assessment frameworks?

Accepted Answer

Yes. Before any staff member begins a placement, our operations team reviews your lone-working policies, risk assessments, and any specific property risk factors. All staff are trained in lone-working safety, carry appropriate communication devices, and check in regularly using your preferred system. We adapt to your protocols, not the other way around.

Question 12

How do you ensure consistency across shifts?

Accepted Answer

Each site has a dedicated team of AGS staff supported by a named account manager. We use shift handover protocols, incident reporting procedures, and regular quality visits to maintain consistency. Our management team is available 24/7 to handle incidents, provide guidance, and ensure service continuity.

Question 13

Do you work with organisations supporting young people?

Accepted Answer

Yes. AGS adheres fully to Ofsted safer recruitment requirements for services supporting young people. All recruitment processes — including Enhanced DBS checks covering Adults and Children barred lists, Right to Work verification, identity checks, employment referencing, and suitability screening — meet the additional standards required when working with under-18s in supported housing environments. We have experience working with YMCA associations, foyer schemes, and young people's move-on accommodation.

Question 14

Can you cover multiple sites across different regions?

Accepted Answer

Absolutely. We operate nationwide and have staff based across England, Scotland, and Wales. Many of our clients are regional or national organisations with multiple properties, and we coordinate multi-site staffing through a single account management team. We can standardise training and procedures across all your sites while accounting for local requirements.

Question 15

How is performance monitored and reported?

Accepted Answer

You receive regular management reports covering hours delivered, incidents, training compliance, and any issues or observations. Your account manager conducts regular review calls and site visits. We use digital shift management and incident reporting tools so you have real-time visibility. Any concerns are escalated and resolved promptly — we do not let problems sit. We are also rolling out our AGS Client Portal, which provides live visibility of staffing coverage, real-time attendance tracking, shift requests, invoice access, patrol recording and centralised communication — giving you a direct window into service delivery.

Question 16

What are your contract terms and pricing?

Accepted Answer

We offer flexible arrangements from spot cover to long-term managed contracts. Pricing is based on your volume, shift patterns, and service type. We do not believe in hidden costs — your account manager will provide a clear, itemised quote. We are committed to ethical employment practices including full National Living Wage compliance. We work hard to offer value that reflects the quality and peace of mind we deliver. Contact us for a tailored proposal.

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