FAQs

There may be some questions you have about our CCTV and Monitored Alarm Systems. Please read all the below as we may have already answered your query. If you’d like to speak to one of our team, please don’t hesitate to give us a call or get in touch.

What do I do if I have a fault with my alarm?

Due to the advanced nature of the system, most faults can be dealt with remotely. We will be happy to investigate any fault you may have with your equipment.

If the power goes off will my system still work?

In case of a power loss, the backup battery will provide power to the security system for a minimum of 8 hours.

How do I change my keyholders?

It is simple to request a change or keyholder, either by email or in writing. As all keyholders you have chosen will be contacted if the system is activated please ensure you inform your keyholders what to do in case they receive a call.

Is my alarm linked directly to the Police?

NO!, we provide customers with a response via a monitoring service, where circumstances require emergency services, security professionals or police in the event of a crime in action to attend, then the monitoring station would contact them.

Why do I have to provide the details of two keyholders for my Monitored System?

We require at least two keyholders as the monitoring station will contact these people in the event of an activation. The keyholders will need to know the alarm code word you provided on your contract.

What is the installation process?

Once we have assessed and agreed on your requirements we will confirm your installation date. We aim to install your system quickly, particularly if you have been a victim of crime and require an urgent installation. We will do our utmost to match your requirements with our service, please speak to your security advisor should you have any questions or specific requirements.

A typical installation is completed within 2-4 hours and will not ruin your interior decoration or disrupt your home, as it is wireless. Only two fixed wire contacts are needed for the power and the phone line.

The only assistance our CRB checked security installer needs is the location of a nearby phone and power socket.

What is included in my aftercare?

Your security package comes with unlimited call-outs for system faults and also includes two services per annum. Your first service at six months is a remote diagnostic check which is performed from our suite based in our head office. The second service will be a manned visit where an engineer will attend to your property after prior contact.

If you feel you have any problems with your system at any time please contact our office, where we will be happy to assist you. If a problem occurs out of office hours we have an out-of-hours engineer that can be contacted on the same telephone number.

What happens if I wish to cancel during my 14-day cooling-off period but have had the system installed?

We will work with you to resolve any issues you have, but if you still wish to cancel, we will remove the system, cancel your agreement and refund you the balance of your payment 14 days after the removal of the equipment.

Any queries please do not hesitate to call our head office 24 hours per day on 01902 607230.

What if I want to give notice of cancellation for my system or warranty?

You have the right to cancel any Agreement within 14 days after the day the Agreement is entered into by you and Secure Home Systems Limited.
You can find more details about your right to cancel in clauses 11.3 to 11.5 and clause 12 of our terms and conditions which were provided to you, and a copy can be sent if requested.
If no services have been performed then a full refund will be provided. If you have signed and agreed for us to perform services within the cooling off period then you acknowledge that you will be charged for the services provided up to the point of cancellation.

Click the below links for our Secure Home Systems Cancellation Form and Warranty Cancellation Form.

System Cancellation Form

Warranty Cancellation Form