SIA licence applicants satisfied with process

A survey from the Security Industry Authority (SIA) has revealed that 91 per cent of licence applicants are satisfied with the process.

The figure has increased in 2024 by 5 per cent from 2023.

The survey was conducted in January 2025 to measure the SIA’s performance in 2024.

Applicants are happy that the application process is simple and straightforward to manage, that licensing decisions are consistent, fair, and made within the expected time, and that applicants are given clear instructions on what they need to do next to progress their application.

The positive feedback follows a series of initiatives to improve the customer experience, including the launch of a series of guidance videos to walk customers through the application process.

Iestyn David, SIA Head of Licensing and Service Delivery, said: "It’s incredibly encouraging to see customer satisfaction increase once again, among both individuals and employers, from the already high levels of satisfaction in last year’s survey. 

"This demonstrates the success of our contact strategy initiatives and our ongoing work to improve the customer experience and the licensing journey.  I am proud of all the hard work the team has put in over the last year, particularly in the context of the record application volumes we’ve been managing, and it’s great to see this recognised in such positive feedback from our customers."