Maintenance & Support

Here at Complete Security installing your Alarm or CCTV System is just the start. Our service engineers are on hand 24/7 to ensure your home or business remain secure. Our maintenance plan is affordable, flexible and gives you piece of mind your system is functioning to NSI Gold Standards and police standards.

If you are a customer of ours, and already in our system, we will remind you when your service is due. If we have not serviced your system before and you don’t know when it was last serviced, it would be a good idea to have a service done and then you will be reminded each year.

One Annual Fee. 365 Days Cover.

You call. We answer.

The maintenance fee not only covers an engineer visit to service your system, it covers you for customer support and 24/7 emergency cover. You save money by avoiding call out fee’s and get exclusive discounts on parts.

“Complete” Alarm Maintenance Benefits Include

  • One Maintenance Visit

  • Remote and telephone support 365 days a year, as necessary

  • Access to onsite engineer support 365 days a year for all equipment faults/failures

  • No call-out fees for equipment faults/failures

  • Up to 30% discount for replacement parts out of warranty

  • Up to 20% discount for call out rates for site visits which may not be covered under the maintenance agreement

    This is all subject to terms and conditions.

    Please view our terms and conditions which can be downloaded HERE.

    When making opting into a maintenance agreement, you are agreeing to our terms and conditions.

Important notice, a stable/reliable network connection must be provided for all systems that require it for remote viewing or control etc. We cannot be liable for errors due to inconsistent network strength. We also cannot cover cable faults outside of the warranty, whether it’s natural wear and tear or accidental damage.  

When to service your system?

Audible Alarm Systems should be serviced once a year to ensure that all devices are working properly and that the chance of false alarms is kept to a minimum. This is accordance to NSI & Police guidelines. This is usually a requirement of your home insurance.

Monitored Alarm Systems must be serviced at least twice a year for the monitoring station to continue their service.

A burglar alarm maintenance contract will ensure that your alarm is fully checked on an annual basis but if you want a police-monitoring contract the system will need to be checked twice a year. Alarm checks can be carried out either by an installer visiting your home, or remotely.

We are an NSI Gold Installer, which is a scheme for companies who constantly meet the industry’s highest standards through ISO9000 Quality Management, as well as the relevant British and European Standards. We are routinely vetted to ensure we operate to the highest of standards and are run in a professional and competent manner.

STEP ONE - REMINDERS

All existing customers will have their own file with us, detailed records of the security system installed and engineer visits. We will contact you using your preferred method (Email, Phone or Letter) one month in advance to let you know the maintenance agreement is due for renewal.

You will get a second reminder during the month it is due and then a last reminder six months later. We store your customer file on our secure server, so we are on hand to assist all customers swiftly in or out of the maintenance agreement.

STEP TWO - BOOK YOUR APPOINTMENT

When you call our friendly team, we will offer you the next available date. This is usually within four weeks. Appointments are Monday to Friday, 08:30 to 16:00. We offer two hour arrival time slots and also offer a phone call when the engineer is on route.

We work very hard to get the balance right between our availability and customer convenience.

STEP THREE - THE MAINTENANCE INSPECTION

Alarm servicing designed for AJAX & Texecom systems include:

  • Walk test all detectors including door contact, PIRs, shock sensor, smoke and panic button, up to 8 devices in total.

  • Check control unit and reset any trouble.

  • Test outdoor and indoor sounders.

  • Test all available remote fobs.

  • Check and replace batteries as required – batteries will be charged as extra.

  • User training & Engineer activity report.


    *Service visit includes firmware upgrades, mobile app setups or cloud services.

STEP FOUR - PAYMENT

The engineers take payment on completion of the appointment. Complete Security will never call a customer and ask for payment over the phone or upfront.

Some commercial customers have invoicing accounts open with us and will be invoiced within seven days after the appointment, with payment terms strictly within thirty days of the invoice date.