Project Overview
Situated at the prominent Royal Victoria Dock, Oxygen Property Management Ltd (OPM) manages a collection of high-profile mixed-use developments, including luxury riverside apartments, office spaces and leisure facilities. Their portfolio spans some of London’s fastest-growing regeneration zones, with tenants expecting premium service delivery at all times. Having worked with Optiwatch for more than two decades, OPM approached us once again, led by Building Manager Ali Abbas Rizvi, to overhaul their estate protection model.
With an increasing number of tenants returning to the area post-pandemic and footfall steadily rising, Ali faced mounting pressure to upgrade outdated systems and bridge the night-time service gap without raising overheads. A solution was needed that would deliver high performance, round-the-clock presence and compliance assurance while remaining cost-effective.
The Challenge
Despite its prestigious location, the estate was grappling with several operational and safety challenges:
- Theft and Trespassing: Opportunistic thefts and unauthorised access were occurring during early mornings and evenings, particularly in basement car parks and bike storage zones.
- Anti-Social Behaviour: Communal areas, such as rooftop terraces and internal courtyards, were increasingly affected by loitering, noise, and late-night gatherings, creating concern for residents and building staff.
- Aging Infrastructure: Legacy analogue CCTV cameras provided limited coverage and no proactive alerting, leaving incidents to be reviewed retrospectively rather than in real time.
- Limited Night-Time Presence: Concierge services were restricted to daytime hours. This left the estate vulnerable overnight and contributed to resident dissatisfaction.
- Increased Fire Safety Requirements: As a high-density residential development, compliance with updated fire safety regulations demanded the implementation of waking watch services and a more responsive alarm protocol.
Our Solution
To meet OPM’s evolving needs, Optimum Group deployed a smart hybrid model combining physical presence with digital oversight. The system was designed to scale across their wider portfolio while reducing the administrative burden on-site managers.
- AI-Enabled CCTV Systems: High-definition smart cameras equipped with behavioural analytics and audio challenge capabilities were installed throughout internal and external communal spaces, allowing our control centre to detect and respond to incidents in real time.
- Hybrid Concierge Coverage:
- Daytime: Our SIA-licensed staff provided professional front-of-house service, contractor oversight, and real-time escalation.
- Night-time: Remote concierge monitoring covered multiple locations simultaneously, ensuring that all activity, including access control and emergency incidents, was logged and escalated without delay.
- Fire Safety Integration: A dual approach to fire safety involved the use of on-site waking watch patrols, supported by remote alarm monitoring that allowed early detection and coordinated evacuation support if required.
- Lift System Monitoring: Our team connected the lifts to the remote system to allow for tracking of faults, entrapments, and misuse, which were previously undetected after hours.
- Two-Way Intercom Installation: Strategically placed units gave tenants a clear channel to report issues or request assistance from either on-site or remote operatives.
- Secure Key Holding and Controlled Access: We implemented robust digital key holding systems and pre-authorised contractor entry procedures, reducing unauthorised access and out-of-hours disruptions.
- 24-Hour Tenant Support Line: Residents were provided with a direct helpline to our team, which consistently responded to calls within 3 to 5 minutes. Operators managed everything from maintenance requests to incident reporting.
Impact and Results
The tailored security model implemented at Royal Victoria delivered tangible improvements, both operationally and in tenant satisfaction:
- 70% Reduction in Crime and Anti-Social Behaviour: Audio deterrents and rapid response significantly lowered reported incidents, especially in shared spaces and entry points.
- 24/7 Concierge Coverage: Without the cost burden of additional full-time staffing, OPM was able to offer continuous support and visibility, a move which residents particularly welcomed.
- Improved Fire Safety Compliance: The combined waking watch and alarm integration ensured full readiness for inspection and reduced liability across all fire-sensitive zones.
- Lift Incident Resolution: Early-stage detection of lift misuse and faults prevented entrapments and reduced maintenance delays.
- Positive Tenant Experience: Several residents reported increased confidence in estate management and greater comfort during overnight hours. This contributed to improved lease renewal rates.
- Portfolio Expansion: Due to the success of this model, OPM engaged Optiwatch to roll out similar systems across 19 more sites under their management, including properties in Docklands and the South Bank.
Conclusion
The partnership between Optimum Group and Oxygen Property Management Ltd at Royal Victoria illustrates the transformative power of combining technology with human oversight. By aligning our services with OPM’s commitment to safety, responsiveness, and resident care, we’ve created a scalable model that not only enhances site performance but also raises the bar for urban property management.
