Marlowe Fire & Security were initially awarded the Security & CIS Maintenance contract for Chiltern Railways through Aktrion Facilities Services, providing a competitive multi-discipline bid.

In 2020 Chiltern decided to move to Cloud FM. Due to successful delivery of the contract to date, and a well established relationship with Cloud FM, we were awarded the opportunity to continue our services with the new FM provider. 

Chiltern Railways

SUMMARY OF SERVICES: Planned and reactive maintenance
SOLUTIONS: Access control, CCTV systems, customer information screens, public address, intercom and passenger help point systems
CONTRACT START/END: 2017 – ongoing
GEOGRAPHY: South East & Midlands

The estate comprises of 70+ locations, incorporating train stations and warehouse depots covering destinations from their Flagship sites in London Marylebone and Wembley to destinations within Buckinghamshire, Oxfordshire and Warwickshire.

Specialist Provisions

Following successful RISQS accreditation and employment of resource with specific rail experience, this Contract was our first multi-discipline and regional rail specific contract.

Following the successful accreditation and RISQS quality audit, we implemented all agreed processes and procedures for rail contract management. This included the specialist provision of Track Side training to the team of regional senior engineers and specific CIS training support for our senior engineers who were to provide first line support on CIS by Daktronics.

We conducted drug and alcohol screening and PTS testing specifically for this contract to ensure the highest levels of compliance.

We have also included Customer Information Screens, which we haven’t provided before, specifically to accommodate the client’s request.

Dedicated Management

Due to the technical requirements of the Contract, we elected a Service Account Manager, to closely manage the account day-to-day to ensure the continued compliance of the contract to the satisfaction of the customer and to the health & safety and quality procedures relevant. The Service Account Manager is fully empowered to ensure, performance targets are achieved, customers satisfaction and organic development.

The contract is supported by an Account Administrator who provides day to day support in the running of the contract and is responsible for scheduling and booking in all planned preventative maintenance visits around the customer’s requirements.

A range of management reports are generated for Aktrion Facilities Services to ensure that all planned and reactive maintenances are carried out on time and in accordance with agreed schedules.

Service Coverage

The Chiltern Railways estate contains a variety of access control, CCTV, CIS, public address and intercom systems.

We successfully accommodate the maintenance of these systems through utilisation of multi-discipline service engineers. By utilising operatives with qualifications and experience in the delivery of the full service requirement Marlowe Fire & Security have been able to deliver a substantially improved level of efficiency to the maintenance process, reducing the number of required service visits and resultant costs.

Due to the additional requirement to maintain CIS systems also, all Service Engineers allocated to the Contract received bespoke product specific training directly from the product manufacturer.


As part of our long-standing partnership we are always looking to suggest improvements and ways to gain cost efficiencies, for this particular contract we upgraded the CCTV to small android PC devices & Installed a People Flow Control Solution.