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Registered Office: STANLEY Security - Europe Limited, Stanley House, Bramble Road, Swindon, Wilts SN2 8ER Registered No: 875534 VAT No: 232 2446 95


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STANLEY Security Blog news


By a STANLEY trusted
security advisor


INTERVIEW Stephen Hodgkinson-Soto, STANLEY Security GB Service Director


August will mark one year in the post of Service Director GB for Stephen Hodgkinson-Soto.  A lot can happen in a year, so we put some questions to Stephen to see what his key achievements have been to date.


Service Director STANLEY SECURITY GB Stephen Hodgkinson FrtWhat has been your core focus this past year?

“Since joining, I have been working towards internal developments which aim to uphold STANLEY’s position in the market and to also set us apart as a true forward-thinking leader.  This has led me to concentrate on raising customer support levels, efficiency, health & safety practices and driving forward product development within the company.  It is only by continuously strengthening our core internal practices that we can raise our game to excel at servicing our customers. We believe in the necessity of constant improvement to stay ahead.  It’s challenging and demanding, but we have the right team in place, the right attitude and the capability.”

Is this your first post at STANLEY Security?

“No, I’ve actually been with the company since 2015, but as an Installation Manager in the USA.”  

So, you’re an American living in the UK now?

“No, actually I was born in the UK and lived her for my first 15 years before my family moved to the States.  I stayed for 27 years so I’ve lived there longer than here.  I have a family of my own now and, after my mother retired and moved back to the UK, it seemed like a good time to do likewise.”

The move from Installation Manager to Service Director is a substantial promotion; how did you approach it?

“I fully recognised the large learning curve this promotion represented, but I embrace challenges.  I have many transferable skills, plus lots of enthusiasm.  Earlier in my career, for example, I worked within the hotel industry and learnt a lot about customer service - American style!  I’m looking to bring some of these aspects to the security industry which is lacking in excellent customer service across the board.  It is my intent, with the backing of the full STANLEY team – including our General Manager Matthew Marriott – to ensure STANLEY leads the way here and stand outs from other players in the market.”

 We understand you have introduced a Customer First programme; what’s this?

“I’ve been working closely alongside Leanne Taylor, Head of Customer Service, to help deliver top rated customer service.  Together we have introduced the Customer First programme which moves away from traditional reactionary models in customer service to a more advanced pro-active approach.  Customer First is a wide sweeping programme addressing all areas of STANLEY’s customer service, from a ‘Customer Discussion Guide’ aimed at maintaining positive contact with customers throughout their contract period through to a Bespoke Management service for customers that require more focussed attention.”

 customer services team STANLEY Security

You’ve also been very proactive in other areas this past year; can you highlight some of these activities?

“I am responsible for a field service team comprising 110 engineers and associated regional managers across GB and have been concentrating on improving efficiency amongst the team by ensuring they have the right equipment to perform their tasks and meet customers’ expectations.  As part of this I have introduced an engineer training programme, which will instil engineers with additional knowledge via courses paid by STANLEY. 

I am also looking to create a more formalised career path for engineers to recognise and reward their skills and experience.  Investing in our workforce is a priority as they not only undertake the work on the ground but are also our company ambassadors who have the most direct contact with our customers.  We want them to be the best in the business and fly the flag for STANLEY Security. 

On top of all that, I also oversee health and safety, training and technology, as well as quality and compliance for the business.”

What plans do you have for the future?

“I am looking at forming a remote maintenance team to specialise in resolving system issues without physical proximity. This will save resources and time for both STANLEY Security and the customer.  I am also working with the product team to develop new cutting-edge solutions for security and beyond, which is very exciting.”

To find out more about the Customer First Team and other services please click here












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