Guidance for general managers: Major Incidents

This protective security guidance has been shared by Revo to assist managers nationally who might benefit from this advice.Please visit the pdf document attached for the full document.


Revo support over 400 organisations, as well as 2,300 individuals that are engaged in the diverse world of retail property and placemaking. This community plan, create, develop and operate places and communities throughout the UK’s towns and cities for people to live, work and enjoy.

Members include private and publicly listed retailers and owners of retail property, as well as local councils, advisors and consultants of all sizes.

Revo is proud to work with the NBCC and to share protective security guidance.

 Guidance for general managers Major Incidents

This guidance is aimed at the managers of retail and leisure environments, in particular shopping centres. It sets out the general principles and good practice associated with a model called Integrated Safety Management (ISM), at a non-technical level. The purpose is to give general managers enough understanding to confidently assure themselves that the technical business of planning for major incidents in their centres follows accepted and robust guidelines. ISM is the startpoint because major incident management will seldom, if ever, work without a context of systematically managed activities that develop this capability in the organisation and its people.

As such, this is capstone guidance. The intention is to follow it up, in due course, with more detailed guidance suitable for practitioners.

This will be a suite of papers addressing different aspects of ISM, aimed at those who design and implement its associated processes and capabilities.
No prior knowledge of major incident management is assumed. The guidance covers:

  • preparing (risk, planning, training and exercising),
  • responding to major incidents; and
  • recovering from major incidents.

As the name suggests, ISM is an integrated, holistic and iterative (lifecycle) model. It is based on (but adapted from) the basic approach of the civil emergency management community. It has been the standard framework for continuous improvement in major incident management for some 25 years. It is, therefore, a dynamic mechanism which is tried and trusted. It has proved to be flexible, adaptable to many environments and coheres with good practice in the emergency services, local government and the health services – as well as the rest of the civil emergency management community.