F.A.Q.

Partnering with Iron Horse means working with a security team that refuses to compromise on service, accountability, or attention to detail. We’re not the biggest provider by volume, and that’s by design. We take on only what we can deliver to the highest standard, ensuring every site is fully staffed, fully supported, and never left vulnerable.

Here’s what you can expect:
- No Open Shifts. Ever: We never overbook contracts. Every shift is filled, every time, backed by a bullpen of site-trained backup guards ready at a moment’s notice.

- Hands-On Management: Smaller management portfolios mean bi-weekly on-site visits, 24/7 direct access to decision-makers, and no red tape.

- Customer-First Service: Our guards never say “That’s not my job.” We focus on what’s best for your community, staff, and visitors.

- Highest-Rated Guard Satisfaction: Top Glassdoor ratings mean happy, loyal guards — and better service for you.

- Site-Specific Training & Brand Ambassadors: Customized training for every site, co-branded uniforms, and staff who reflect your values at every interaction.

- Continuous Improvement: Quarterly reviews, digital reporting, and constant refinement of our processes to keep raising the bar.

- 24/7 Local Communications Centre: Ontario-based dispatch and support for faster response when minutes matter.

- Best-in-Class Technology: NFC-based guard management, GPS key tracking, remote CCTV monitoring, and real-time reporting to ensure duties are completed without compromise.

Iron Horse Security’s Condominium Concierge and Security Personnel are more than just licensed guards, they are highly trained professionals equipped with specialized certifications and skills to meet the unique demands of condominium environments. Every team member completes a comprehensive training program that blends regulatory compliance, emergency readiness, and client-focused service. Along with the Ministry-approved 40-hour security guard training, our guards are trained and certified in:

- Condominium Security Fundamentals

- Policy, Regulations & Compliance, including PSISA, OSHA, and AODA

- Workplace Violence Prevention, WHMIS & Hazard Identification

- First Aid/CPR & Emergency Response Preparation

- Fire, Life Safety & System Operations

- Elevator Entrapment & Crisis Management

- Key, Parcel & Access Control Procedures

- Advanced Patrol Techniques & Security Systems

- Visitor Management & Parking Enforcement

- Condominium Management Hierarchy & Industry Trends

Budgeting for your security needs shouldn’t be complicated. What’s important is to establish the requirements that need to be addressed. Further to that, it’s essential to understand the level of security or “experience” you would like for the protection of your property, assets and/or personnel. While there isn’t a one-size-fits-all solution, the adage of “you get what you pay for” fits perfectly in this situation.

Bill Rate vs. Pay Rate

Suppose your needs require experience, which comes at a cost. If premium service is what is required, then that needs to be a factor in your budget. Pay rates are typically 67% of the bill rate, which is the security industry standard. Anything more or less than this, you should consider the options you have. Knowing this information allows for easy determination of the wage range for your security personnel. Security guards who earn more offer more benefits to your organization. These benefits include, but are not limited to:
- Lower turnover
- Better performance
- Better appearance
- Better attitude
- Higher morale
- Higher pride of ownership
- Better sense of loyalty

The security industry is saturated with small to large companies that all carry their pros and cons as it relates to their service offerings. In this digital-centric world, it’s easy to quickly establish and differentiate reputable and reliable security companies.

Longevity:
With longevity comes experience. With experience comes a complete understanding of the service level required to exceed expectations. Established security firms like Iron Horse Security, which have been in business for 30+ years, have made it a mission to develop a foundation of principles and values that line up with client expectations. Their formula has been derived from committing to a complete understanding of their customer needs and establishing services that meet those exact needs.

Recognition comes in many forms. Online reviews, word of mouth and awards can all culminate into a complete understanding of the type of security firm you consider and ultimately want to work with. The importance of understanding how a security company is perceived in the public's eye will define your expectations as it relates to your working relationship. For example, Iron Horse Security has been the recipient of the Consumers' Choice award for over 15+ years in a row, has been named to Profit 100 and has been a multi-year winner for the Top Choice Award. Such recognition would suggest a successful security company that values its reputation, predicated on the services it provides to its customers.

The size of the business shouldn’t dictate the level of service you receive. Security requirements vary, and the critical factor is finding a security firm that will work to address your exact needs without compromise. Large international publicly traded companies typically have extensive portfolios for each Client Service Manager. This in turn, results in poor service as attention is spread thin across a large book of business. In addition, large companies generally prioritize clients based on size. For example, 5,000 hours per week and larger tend to get the majority of attention, while 1,000 hours per week or less are neglected. At Iron Horse Security, they have minimized the size of their portfolios, ensuring each client gets devoted and dedicated service. As a direct result of this practice, the quality of service is high for the industry due to the focus placed on this segment.

A reliable and reputable security company will hold itself accountable for the services it provides. This accountability should be driven by the ethics, values and standards they believe in, and want to pass along to their customers.

Your focus should be on your business, while the quality of security service should be the focus of the security company you work with.

For example, If your requirement is for mobile spot checks at your property, the question of quality could be raised. How does our security company ensure a quality service? Do they charge you for their spot checks, or is that part of the service?

At Iron Horse Security, their 24/7 Communication Centre checks every site, every week, through random patrols that are conducted at no extra charge to their clients. This ensures their guards are presentable, their uniforms are crisp and clean, but also ensures they are doing their job correctly and not engaged in other unauthorized activities.

We never take on more work than we can service, which means no open shifts, ever. Our guards are carefully screened, background-checked, and trained before deployment. We maintain a bullpen of cross-trained backup staff to cover unexpected absences, and our management portfolios are intentionally smaller than industry norms so supervisors can provide hands-on oversight. Bi-weekly site visits, 24/7 direct access to decision-makers, and continuous improvement programs ensure your site is always protected to the highest standard.

With a 24/7 Ontario-based Communications Centre, our team can dispatch mobile patrols or site-trained backup guards in as little as 15 minutes. Because our operations are locally owned and managed, you get direct access to decision-makers, even in the middle of the night, ensuring rapid, decisive action when it matters most.