Frequently Asked Questions

Q. Why is the Monitored range of Security & Business Monitoring Systems Free to install?
A. Government figures suggest nearly one in five businesses suffer a major disruption every year. Further research suggests 80% of businesses affected by a major incident close down within 18 months, and 90% of those who lose their data are forced to close down within two years

Q.What options do I have when choosing an alarm?
A. Alarms of all sizes and configurations can be broken down into 3 levels of responses:
Bells Only alarms which, when activated, will initiate a sounder which is intended to attract attention; these systems are generally ineffective especially in commercial settings where passersby are can be rare out of hours.

Monitored alarms have proven to be far more effective from both detection and deterrent points of view; the monitored alarm is connected to an Alarm Receiving Centre (ARC) where, upon activation, actions are taken by the ARC operator. Both Police response and Keyholder Response mechanisms are through monitored alarms.

Keyholder response is where the ARC contact the people you nominate to attend activations; the keyholders can be employees, neighbours or friends or if you wish to have activations attended by trained security staff we are able to arrange for SIA registered keyholding companies to attend on your behalf.

Police response alarms operate in a similar way to keyholder response systems with the addition of the police being called once a keyholder has been contacted and agreed to attend, it should be noted that whilst the Police will endeavour to attend it will be entirely reliant on resource available at the time and the Police are unable to enter the premises without a keyholder being in attendance.

Q. Why do the Monitored range have keyholder response and not Police response?
A. There is very little difference in the procedural requirements between Keyholder and Police response mechanisms but with Keyholder response the attendance is far more certain and controllable. Should an attending keyholder have reason to believe that a crime has been committed the Police are duty bound to offer an immediate response to a 999 call from the scene.

Q. Can the system be upgraded to police response, redcare etc.
A. The Monitored range of systems are able to respond to a variety of situations each of which can have a bespoke response mechanism some of which are outlined below:

• Intruder activations during your normal operating hours have an initial response of the ARC calling the secured premises and dependant on the pass worded response the operator will either escalate the response by keyholder contact or stand down. If the ARC receive an intruder activation outside of your normal working hours the initial response will be to listen in to the premises via the panels audio facility followed by calls to your nominated keyholders; the ARC operator will report the results of the audio connection to the keyholder
  
  
• Smoke detection activations are initially subject to audio connection, this is to endeavour to ascertain if the activation is accidental, if the activation is confirmed through this the fire service will be called to attend, if no confirmation is possible the fire service will be called to attend but it should be noted that repeated false activations may cause the fire service to insist on confirmation prior to response. Some areas of the UK will require specific agreements before fire service support can be achieved.
  
  
• Lone Worker support, otherwise known as panic or hold-up activations can have a wide range of responses depending on your requirements and on which panic activator is triggered. The panel can be programmed for silent, discrete or full bells activations or a combination of all 3, the ARC will listen in to the premises but their actions can be either audible or discrete in line with your instructions. The use of escalation, duress and stand down passwords can dictate the actual actions taken. The lone worker support facility can be used under almost any circumstances ranging from personal injury to fear of abuse through to actual attack; we are happy to discuss and formulate the best response mechanisms for your operation.

Q. Do I need a site survey?
A. Yes, every site has to have both a site survey and a risk assessment. Usually these are completed on the day of installation just before the installation takes place. We will have exchanged sketches or drawings and held discussions with you about the installation before the installation arrangements are made so we will have a good understanding of what needs to happen including what and where the various components will be installed. However occasionally it will be necessary for an engineer to visit your location and conduct the survey and risk assessment before the installation date can be arranged. In these rare occasions we make a small charge of £70 plus vat to cover the costs incurred.

Q.What service do I receive for the standard monthly cost?
A. Keeping the system operating correctly at no further costs to you:

• If it breaks we fix it
• If you are having trouble using it we will re-train you
• The system is self diagnostic and will send the monitoring station a signal if anything found to be not working or getting close to operating outside of acceptable tolerances
• We repair or replace free of charge.
• We replace batteries when needed free of charge Normal usage and terms and conditions apply.

Q.After the initial 36 months what contract period do I have to sign up to?
A.The contract continues on a monthly basis, with a 3 month cancellation period.

Q.Are there different ways I can order?
A.Yes, you can order via any of the following:

• Through your insurance broker,
• Through your Business Crime Reduction Officer/Manager,
• Through your Chamber of Commerce
• Through the Federation of Small Business
• On this website by clicking on the Apply Now button, or
• By phone during normal office hours on 0845 241 7554

Q. Are there different ways I can order?
A. The installation time can very greatly depending on the layout of your premises. Some installations are straightforward and can be completed within a couple of hours, some take a little longer. This is normally because of where your power supply is or where the master telephone socket is. We usually ask our customers to allow half a day for the installation.

Q. When will my System be installed?
A.We endeavour to complete the installation within 15 working days of us receiving the necessary paperwork from you. Once we have your application we will run the necessary credit checks on your business and dispatch the order pack via either email or post for you to complete and return. Once we have received the completed paperwork the engineering department will contact you and make arrangements for the system to be installed.

Q. When will my System be installed?
A. Yes it can but there is a charge of £175 for the GSM installation plus an annual fee of £40 for the SIM chip and monitoring calls.

Q .How long will the installation take?
A. The installation time can vary greatly depending on the layout of your premises. Most installations are straightforward and can be completed within a couple of hours, some take a little longer. This is normally because of where your power supply is or where the master telephone socket is. We usually ask our customers to allow half a day for the installation.

Q. How long will the installation take?
A. We turn the functionality of the alarm off remotely, then shortly after the new proprietors move in we will contact them to see if they want to use our services. If so, we’ll send an engineer in to service the system, remove all of your old codes and keyfobs and replace them with new ones. We will of course ask the new proprietors to sign our standard aftercare contract.

Q. Are there occasions when a new or additional telephone line will need to be installed?
A. Only if you do not have an existing telephone line. In these circumstances you can either have one installed or chose to use a GSM communication module at an extra one off cost of £175 plus vat; the business will have to sign a suitable mobile phone contract for the communications from the GSM unit. The BCRU will usually arrange for the provision of the SIM chip for you (checking with you which mobile provider gets the best signal in the area of use). You should make a budgetary allowance of circa £3.50 per month for the costs associated with the mobile calls made by the GSM unit.

Q. Will the security system interfere with our broadband connection?
A. No Where necessary our engineers will install an ADSL & Broadband filter.

Q. What happens if I move premises?
A. Simply call us and we’ll make arrangements for a settlement statement to be sent to you. The settlement amount is usually a percentage of the outstanding contract. If you want a system in your new premises we make a small administration charge and ask you to sign a new aftercare contract. Depending on the size and layout of your new premises we do not normally charge for the installation.

Q. What happens to the system I leave behind?
A. We turn the functionality of the alarm off remotely, then shortly after the new proprietors move in we will contact them to see if they want to use our services. If so, we’ll send an engineer in to service the system, remove all of your old codes and keyfobs and replace them with new ones. We will of course ask the new proprietors to sign the standard monitoring and aftercare contract.

Q. what reasons would I need to obtain permission to have an alarm system installed?
A. Rented, multi tenure properties and some grades of listed building may require planning permission or landlord consent.

Q. What does SSAIB stand for?
A.Security System Alarms Inspection Board..

Q. Why choose an SSAIB Certificated Provider?
A. When it comes to protecting your livelihood from the potentially devastating impact of crime you cannot afford to take any chances. SSAIB check the following:

• Personnel have been screened to the relevant British Standard
• Competence and experience of management and staff
• cover is relevant to the level and nature of work undertaken
• That best-practice standards are maintained
• That sufficient staff and resources are employed to provide the services offered.
• Compliance with all relevant standards and codes of practice, British or European
• Identity cards are carried

Q. What hardware do I get?
A. All parts and labour to install the decoy bell box, main control panel, up to 5 sensors being a combination of PIR’s (passive infra-red), door contacts and roller shutter contacts (where applicable) and two key fobs. In the event that your premise needs extra devices in order for us to issue the SSAIB certificate, you may need to purchase extra components, although the cost of these has been kept to a minimum.

Q. Will every room in my premises have a PIR?
A. No, for us to be able to issue you with an SSAIB certificate of conformity we need to protect the vulnerable areas of your premises.

Q. Can a PIR be installed in an outbuilding?
A. PIR’s can be installed in outbuildings up to 150 metres away, dependant on environment, from the main control panel; please see extras pricing.

Q. Will the installation be unsightly?
A. Our engineers do all they can to minimise any disruption to the decor of your premises. We use wire-free detection devises so this removes unsightly wire runs. Where we have to run wires we do all we can to make sure they are as discrete as possible..

Q. How long does the bell box sound for?
A. As the Monitored Range of security systems is fully monitored the bell box on the outside of the property makes no sound, there is a 90dbA/1m sounder inside your premises which automatically switches it self off after 10 minutes. The dummy bell box is installed as a visible means of deterrent and benefits from a flashing LED.

Q. What are Keyholders?
A. Keyholders are people you nominate to act in the event of an activation. These should be people you can trust and rely on who can attend the premises within 20 minutes..

Q. In what order would Keyholders be contacted?
A. When the system is first installed you will be asked for your Keyholders details, and in what order you would like them to be contacted. This can include your own mobile number if required. If your Keyholder details change in the future, a simple phone call to the 0845 number provided is all it will take to amend the details.

Q. How many Keyholders are required?
A. It is recommended that you have a minimum of 3 Keyholders but we are unable to offer the monitoring service with less than 2 keyholders.

Q. What is required from a Keyholder?
A. Keyholders would ideally investigate an alarm activation and dial 999 in the event of any suspicious circumstances. .

Q. What is the process if there is an activation of the security system?
A. There are a number of different types of activation and therefore process that can take place, three examples are given below:

• Burglary: In instances where it would appear that there is a burglary in progress the security system contacts the monitoring station leaving a open line into the premises so that the monitoring station staff can listen. If they hear activity which leads them to believe that there is a burglary in progress they will contact the keyholders in the order in which you have requested. Once speaking with the keyholder they will advise them that there has been an activation and that they can hear activity within the building. The monitoring station staff will ask the keyholder to attend the premises but advise the keyholder not to entre it or go to put themselves in harms way. Once the keyholder has arrived at the premises they are asked to perform an external inspection of the building, upon any signs of a break in they are advised to contact the police using the 999 facilities. The police will attend to all 999 calls as an emergency.
  
  
• Smoke: In instances where smoke detection has been installed and there has been an activation the monitoring station will listen into the premises in order an attempt to hear activity which might assist them in determining if a fire has started. If they can hear noises which would lead them to believe that a fire has set then they will call the keyholders advising them of such and contact the fire brigade asking them to attend. If no noise can clearly be defined that would indicate a fire has set then the keyholder will be informed that an activation has been detected and that they should attend.
  
  
• Lone Worker Support has been designed to offer businesses an everyday support structure. One example of how lone worker support works is: Imagine the situation, you operate a small shop and often find yourself working alone or with just one other colleague. You find yourself faced with someone in your store acting suspiciously or not behaving in a normal way. This is a difficult situation, they could be a perfectly innocent shopper but something about them just makes you feel uneasy, perhaps they have forgotten to remove the crash helmet or to put down their hood on their jacket either way you or your staff feel uncomfortable being on their own with this person and could do with the comfort of having someone there with you.  Simply pressing buttons on the pocket keyfob, neck or wrist pendant opens a line of communication between the premises and the monitoring station. The lone worker signal shows up differently at the monitoring station to other activation types and triggers the following routine: The monitoring station staff will introduce themselves by saying something like “Hi [name of business] this is Bill here from the security company, I have some paperwork I need to run through with you, is now a good time?” [name of business] is taught to respond with something along the lines of “Hi Bill, I have a customer here with me right now, can you hang on a minute whilst I serve him” the monitoring station will respond with “Sure I’ll stay on the line just let me know when you’re ready”. This simple functionality helps deflate what occurs in businesses up and down the country every day.

Q .What are your office opening hours?
A. There is a 24/7 help line for customers and their keyholders so you’ll never be left not being able to contact someone. Customer Services, Order Line and Accounts Department works 9:00 though 5:00 every weekday except bank holidays.