Carlisle Support Services and Manchester Central have been named winners of the Partners in Security Award at the PFM Awards, recognising a partnership built on trust, openness and a shared determination to keep improving.
Winning an award is always a proud moment. But for everyone involved in our partnership with Manchester Central, this one means a little more.
When we first began working together in 2020, neither organisation could have predicted the journey ahead. The contract began against the backdrop of significant operational challenges and was then almost immediately disrupted by the COVID-19 pandemic, with Manchester Central’s return as a live events venue not taking place until July 2021.
What followed has been a real partnership in every sense of the word.
From the outset, our shared ambition was not simply to provide security and stewarding services. Together, we wanted to build a more stable operation, create a strong security culture, invest in our people and continually find better ways to serve everyone who works at or visits Manchester Central. And that meant being honest about where things needed to improve.
Over time, the partnership has transformed the security and stewarding operation at Manchester Central.
When our partnership began in 2020, we knew there was work to do. The contract had become heavily reliant on subcontracted labour, contributing to inconsistent service quality, high staff churn and limited operational visibility. Rather than looking for quick fixes, Carlisle and Manchester Central agreed to tackle those challenges together and build something stronger for the long term.
By the end of 2023, subcontractor use had fallen to just 5%, before being eliminated altogether in January 2024. Together, we developed a consistent core team, supported by regional colleagues when needed, capable of scaling from smaller meetings to major events requiring more than 150 personnel. That approach has delivered 100% self-delivery and 99.5% shift fulfilment over the past three years.
But some of the achievements we are proudest of are about people.
Together, we introduced a more structured approach to learning and development, including bespoke e-learning and on-site familiarisation, while creating clearer pathways for colleagues who want to build their careers. The Manchester Central team also operates with 100% Real Living Wage compliance, while employee satisfaction has reached 8 out of 10.
For colleagues like Asim Khilgee, that commitment has created real opportunities.
Having started in a frontline role, he progressed to Supervisor and then Operations Support Manager, supported by training, hands-on experience and involvement in security and operational reviews.
And Asim’s story is just one example of how the partnership is creating opportunities for people. More than 200 free SIA courses with guaranteed interviews have opened the door to those who may not previously have considered a career in security. Alongside this, the Women in Security Committee has funded free SIA licences for female stewards, helping increase female representation to 36%, compared with an industry average of 11%.
That’s what partnership should look like: not simply delivering a contract, but creating an environment where people can develop and succeed.
Innovation has been equally important.
Manchester Central has invested in enhanced security infrastructure, including advanced weapons detection technology, while together we have invested in Behavioural Detection training and immersive virtual reality training designed to prepare colleagues for major incidents. The VR approach allows teams to practise casualty prioritisation, treatment and rapid triage in realistic scenarios.
Those changes are producing tangible results. Investment in screening technology has:
Those changes are producing tangible results. Investment in screening technology has:
The shared commitment to developing a security-conscious culture was also recognised in 2025 when Manchester Central received the Martyn Hett Award for Contribution to Counter-Terrorism, presented by Figen Murray.
Perhaps the best measure of the relationship, though, is what happens beyond day-to-day service delivery.
Manchester Central has supported Carlisle’s wider community and industry activity, from hosting our Innovation Lab and Superstar Awards to providing a venue for our Metrolink engagement and celebration day. In turn, those activities have created opportunities to share ideas, strengthen relationships and bring learning from different contracts together
As Paul Evans, CEO of Carlisle Support Services, said:
“Manchester Central has been an exceptional partner, consistently proactive, collaborative and fully invested in our success. They have invested in the right infrastructure to support our people-focused approach, hosted and actively contributed to our Innovation Lab and Annual Superstar Awards, and continually championed transformation, helping set a benchmark for excellence across the sector.”
That sense of mutual trust is shared by Manchester Central.
Lori Hoinkes, CEO of Manchester Central, describes the partnership as an integrated, high-performing collaboration delivering improvements across service, people and innovation. Reflecting on its development, Lori Hoinkes said it “continues to raise the bar for what great collaboration looks like.”
We are incredibly proud to share this award with everyone at Manchester Central, but particularly with the colleagues working on the contract every day. Their professionalism, ideas and commitment are what have turned shared ambitions into real progress.
And while this award celebrates one partnership, the philosophy behind it is not unique to Manchester Central.
Across every Carlisle contract, our ambition is the same: to listen, be honest about the challenges, invest in people, bring forward new ideas and work alongside our clients rather than simply for them.
Because the best partnerships are not defined by what’s written in a contract. They’re built over time, through trust, shared experiences and a willingness to keep challenging each other to be better.
For us, Manchester Central is a brilliant example of what can happen when you get that right.
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Every colleague has a story, some are told over a brew in the break room, some are quietly lived on a shift at the station,
Providing flexible, on-demand support to help organisations build resilience, mitigate risks, and adapt to the ever-changing political, socio-economic, and environmental landscape to deliver seamless event experiences.
Managing trees and vegetation for the UK’s public infrastructure and commercial spaces.
Delivering aesthetically pleasing environments whilst eliminating potential hazards and operational disruptions caused by vegetation.
Provide fully vetted, accredited officers equipped with the latest technologies to secure and protect your people, premises, assets and the wider public.
Providing bespoke services that identify site specific vulnerabilities and address complex challenges to mitigate risks.
Maintaining high facility standards and minimising service disruptions across the UK rail network.
Delivering exceptionally clean environments at optimal cost and positive environmental footprint with unrivalled quality control across nationwide operations.
Delivering seamless passenger experiences whilst protecting revenue and achieving operational excellence.
Providing flexible, on-demand support to help organisations build resilience, mitigate risks, and adapt to the ever-changing political, socio-economic, and environmental landscape.
Deploying balanced crowd management strategies for optimal safety and seamless visitor experiences.
Delivering seamless visitor experiences across the UK’s biggest venues, stadiums and exhibition centres.
Transforming customer journeys with innovative car parking solutions that maximise operational control and revenue.
Enhancing and maintaining site aesthetics for optimal nature, commercial infrastructure, and community harmony. We aim to deliver beautiful scenery whilst eliminating potential hazards and operational disruptions caused by vegetation.
We streamline cleaning and facilities services that help organisations maintain exceptional standards across single and multi-site operations.
We offer a total turnkey solution from initial design and product selection through to installation and commissioning. Our customers benefit from benefit from around-the-clock protection for optimal peace of mind that comes from working with a trusted alarm monitoring service.
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From security-cleared operations with MOD-affiliated organisations to supporting the UK’s rail infrastructure and securing the Highest Court of the British Isles alongside countless major venues across the UK, we provide fully vetted, accredited officers equipped with the latest technologies to secure and protect your people, premises, assets and the wider public.
Fulfilling the most complex single and multi-site cleaning requirements at an award-winning standard for over 30 years.
Providing an extensive range of Soft and Hard FM services to help you streamline management and eliminate operational disruptions.
Undertaking routine cleaning to maintain the highest standards in cleanliness and hygiene for exceptional environments.
