Frequently asked questions

By working closely with our clients at every stage of the project, enables us to provide a comprehensive solution that matches the exact requirements of you the client.

Who should I contact to change details on my account?

We have a dedicated 24 hour customer service team who are on hand to help with any questions and changes regarding your account.

How do we renew the contract after 12 months?

We offer an automatic contract renewal service so that once the 12 months on your current contract is up your account will simply renew for another 12 months.

If you would like to opt out of this renewal then please let us know at least 30 days in advance of the end of your contract.

Do you offer emergency repairs if my property is damaged?

We do have access to a 24 hour maintenance team that can perform work to your property on your behalf. All our contractors have been fully vetted by our experienced team.

What is the minimum contract duration?

Our standard contract terms are for 12 months. Our cancellation terms state that a 30 day notice period is required before we can terminate a contract.

How many sets of keys do you need for my property?

We only require one set of keys. The keys will enable us to gain access to your property and conduct a thorough security check.

How do I know my keys are secure?

The security of your property, keys and data is essential to our business. As a result we have created and developed a highly secure key monitoring system that manages the movement of all the keys we hold.

In addition to the above, we do not have any reference to properties listed on the keys. Instead a signature monitoring system is in place, to keep track of key movement right from the time it is taken from a key-safe, to when it is returned.

How quickly can you respond to an alarm trigger?

Our average response time is 33 minutes from the alarm sounding to having a guard on your site ensuring everything is secure and performing a full site check.

Will you notify our alarm monitoring company?

Unfortunately this is the responsibility of the client. We are unable to perform this service due to data protection regulations. When the site survey is completed we will provide you with relevant documentation needed to be sent across to your alarm monitoring company. This documentation includes a unique and relevant property reference number and will advise your alarm monitoring company to the fact we are now tasked as your key holder.

How long will it take to set up my account and contract?

Once the site survey is completed and we have all the relevant information, we can arrange for your contract and account to go live within 24 hours.

We are happy with the quote, what’s the next step?

If you’re happy with the quote provided, we will arrange for a dedicated member of our team to visit you at a pre-arranged time to perform a site survey. They’ll collect all the information required to enable us to perform a high quality and professional service.

How quickly can you respond?

We cannot give a specific response time due to the shared nature of the services we provide. There are many factors such as traffic / driving conditions or the location / frequency of alarm activations that can affect our response. However, as alarm response is our business, we respond as quickly, effectively and safely as possible.