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Frequently Asked Questions

What are your opening hours?

We are available 24/7, 365 for emergency response, and our offices are open Monday to Friday, 09:00-17:00.

How long is my contract for?

All contracts are 1-year period unless a specific period has already been specified and quoted for in the schedule. Clients can cancel their account by giving 90 days notice before their next renewal date.

What are your response times?

Our response times across our UK network are the fastest in the industry. We track them carefully and always aim to attend in the fastest possible time. We can’t give you an exact time as there are a variety of factors which may impact arrival time like weather, congestion, construction. We don’t guarantee response times, and ask you to be wary of any one who does. We don’t believe in false promises. If you are concerned about our response time to a job then please let us know.

Will you notify our alarm monitoring company?

No, this is your responsibility. We are unable to do this due to Data Protection/GDPR regulations.

How long will it take to set up the contract?

Once our site survey is complete and we have all the relevant information, your account will normally be made live on our system within 24 hours.

Do I or my company need to provide anything?

In an ideal world the company contracting us would provide the welfare facilities.  This is a place or a unit (depending on site) where the staff would have shelter and access to water, electricity and sanitation. If this could not be provided by the company, we would make the provision and that would be reflected in the quote.

How are your staff monitored?

We install RFID tags around your site and the staff scan the tags as they move around your premises. All the information is sent via 2G/3G network and stored on the cloud for easy access. In addition, hourly check calls to our control room are made to ensure lone worker safety.

What type and level of insurance do you hold?

We hold Fully Comprehensive insurance for £5m Public Liability and £10m Employer’s Liability.  Details are available upon request. If you need enhanced insurance for a project, please ask.

What is the training and vetting process for your staff?

All staff are fully trained, vetted in accordance with BS 7858 standard and SIA licenced, as standard. Additional training is provided to tailor the service to the customers specific requirements.

Realistically, how quickly can you provide staff?

If it is within the areas that we operate, then within two hours of the call (2018 average was 75 mins). If the site is rural or outside the area, then travelling time would need to be factored in.


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