Spy alarms has cancelled appointments on the day of/the day before the prearranged appointment four times in a row. Bearing in mind I have to re-arrange meetings so that I can let them in, I am thorou... ãã£ãšèŠã
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I had my annual service today with Barry PPM2. He was super polite at all times. Even though my system is old he had good knowledge of how it all worked. He thoroughly checked it over and made some m... ãã£ãšèŠã
I spoke to a very helpful young man called Norman this morning who very quickly & efficiently sorted out my problem. I will definitely be asking to speak to him again should I need any help. Thank... ãã£ãšèŠã
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We had a new router installed on Monday from Sky, so the alarm system wasn't working due to connectivity issues. Chris helped me and advised me step by step over the phone. He was very patient that's... ãã£ãšèŠã
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Protect your Home or Business with Spy Alarms. We offer hassle-free installation, repair and maintenance for CCTV, fire and burglar alarm systems across London & Kent.
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Cray Avenue, BR5 4BQ, Orpington, è±åœ
- spyalarms.co.uk
4.0
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Another excellent service by theâŠ
Another excellent service by the engineer. Definitely knew his stuff.
Main reason for posting is they kept their word from last year about keeping the subscription the same due to an issue last year. Impressive when everything is increasing. Thank you too Becky.
2026幎4æ30æ¥
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Spy Alarms ããã®åç
Dear MJ, Thank you for your fantastic review and glowing 5 star rating. We are proud of our engineers expertise in upholding these high standards of service. We will be sure to acknowledge the engineer responsible and pass your appreciation along to both them and Becky.
Kind Regards
The Spy Team
Not GDPR Compliant
Utterly refused for 3 years to take me off mailing lists and keep booking appointments I have not asked for. Deeply unprofessional and a GDPR compliant has been lodged. Would avoid using.
2026幎5æ18æ¥
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Spy Alarms ããã®åç
Dear Joseph Jackson, thank you for bringing this matter to our attention. I have emailed you directly to confirm that your account has been cancelled and that your personal details have been removed. Having had a look through your account just now, I can see that your account was not closed down correctly following your original cancellation request, which has led to this issue arising. I sincerely apologise for the frustration this matter has caused you, and as stated in my email should you have any further questions please feel free to reach out to me directly.
Thank you for your understanding.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Timely response to my request
Timely response to my request - I needed 2 new key fobs and, once I had submitted the required information, they were sent the same day. Once they had arrived I was able, with a tech specialist on the phone, to programme them myself. Everyone was very helpful
2026幎5æ19æ¥
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Spy Alarms ããã®åç
Dear Mrs Sue Miller, thank you for taking the time to leave us such a fantastic review & rating we really do appreciate it.
We are really pleased to hear of your positive experience.
Kind Regards
The Spy Team
We are so disappointed with Spy Alarms
We are so disappointed with Spy Alarms. We have been with Guardian Alarms for 14 years without any issues, but since Spy alarms took over itâs absolutely chaos. We were told in January that smoke detector needed to be replaced, the 1st attempt to replace it we were told the Engineer ordered the wrong part, then 2, a second engineer came but didnât know which smoke detector needed to be replaced, 3 the 3rd attempt, the engineer rang over his time and could not make and 4 now we were told the part ordered had not arrived although the appointment was made over 2 weeks ago. My question would be, why was this not chased up during this period and why we were not contacted on Friday to inform us of the matter. The staff are courteous and offer platitudes, however this does not help solve the matter and impacts the safety of our house. All we ask for is professionalism and the matter to be resolved.
2026幎5æ18æ¥
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Spy Alarms ããã®åç
Dear Lee, Thank you for sharing your feedback & for bringing this matter to our attention. I sincerely apologise for the experience you have had and I understand your frustration. Your safety and satisfaction are our top priorities, and it is clear that we have fallen short in providing the level of service you deserve.
We are very sorry for the poor communication and any inconvenience this has caused. If you wouldn't mind reaching out to me directly at b.debeer@spyalarms.co.uk, I can then allocate your account and offer you prompt assistance to resolve this matter.
Thank you for your time & I look forward to hearing from you.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
I may have a fault on the system butâŠ
I may have a fault on the system but Spy expect to pay £80 [plus VAT] to fix yet have a maintenance agreement. Their definition of a maintenance agreement is 2 visits a year pay for everything else.
Getting unnecessary call outs to key holders for phone connection going down for just seconds or minutes. Then no further phone call when restored cancelling the request to attend the property.
2026幎5æ15æ¥
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Spy Alarms ããã®åç
Dear Andrew, thank you for taking the time to bring this matter to our attention. I am sorry to hear that you are having an issue with your system. Regarding the maintenance agreement, your ongoing support includes the annual servicing alongside, a 4-hour response time in the event of a fault (responding within 4 hours with a date for our engineer to attend), technical support over the phone, reduced call-out and labour charges, and 24/7 support.
Call-out and labour charges are chargeable, but they are at a reduced premium.
I would be more than happy to review your agreement and discuss this with you over the phone. It would be such a shame to lose you as our customer, and I would like to find a solution that works for you.
Please feel free to reach out to me directly at b.debeer@spyalarms.co.uk so I can look into your account and assist you promptly. Thank you again for your feedback and patience & I look forward to hearing from you.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Ststem
Ivo was really helpful and got my system up and running. quickly.
2026幎5æ12æ¥
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Spy Alarms ããã®åç
Dear David,
Thank you very much for taking the time to rate us as 5 stars, following the assistance from Ivo in our Technical department.
We will be sure to pass on your kind words.
Kind Regards
The Spy Team
Norman (when I called to schedule myâŠ
Norman (when I called to schedule my service appointment) was very cheerful and polite.
He helped sort out my query very quickly.
Well done, Norman.
Good to have efficient staff.
2026幎4æ30æ¥
èªçºçãªã¬ãã¥ãŒ
Spy Alarms ããã®åç
Dear SS, thank you for taking the time to leave your fantastic comments regarding Norman, we are really pleased to hear that he helped you quickly with your query.
We will be sure to pass on your kind words.
Kind Regards
The Spy Team
A great alarm system for our house
A great service for our house for the past 30 years! Always excellent and very helpful team visiting and the alarm has worked faultlessly over the years. Thank you!
2026幎4æ28æ¥
èªçºçãªã¬ãã¥ãŒ
Spy Alarms ããã®åç
Dear Alexandra, thank you very much for taking the time to leave your fantastic comments, we really do appreciate it.
Kind Regards
The Spy Team
Pathetic service
Longstanding awful service. Will now be cancelling two domestic and a commercial contract with them.
The monitoring on my alarm went offline. An engineer attended to state due to the digital line upgrade, my alarm system need to be updated and the monitoring could not be restored. After challenging him to confirm my area has not yet be updated, he persisted in confirming this was the reason the monitoring went down. Rather than argue, I agreed to get a quote generated as it would need to be done in due course anyways.
A quote was sent confirming if I wished to do it during my next service then it would be cheaper. I confirmed to the same email address that sent me the quote.
One month later, no response. I emailed again, copying in 3 or 4 different SpyAlarm email addresses. One month later, I receive a response apologising and that I had sent it to the wrong email address. This is despite emailing the email address that sent me the quote, and still waiting a month for a response from the other email addresses I copied in.
I complained that ive paid for annual monitoring of my alarm and it has been months that it has not been working. They eventually creditted my account for not ebing able to provide the service. An apoointment was booked with a months notice.
Today was said appointment due date between 8 - 1pm. I called at 08:30 to confirm attendance as they had previously not shown up on other jobs. The apt was confirmed in the morning on the phone.
I called at 13:00 and spoke to Norman who confirmed he would call me back in 10 minutes. No call.
I received a text message confirming the new apt time was 14:15. No engineer.
I called at 14:30 to be told that the part was not available and the work could not be carried out. Pathetic. The apt was booked over a month ago and they wait until the morning to source the part? How was an engineer expected to be on site as early as 8am?
I wasted another annual leave date at work, £16.00 pay and display outside the property.
This company is truely awful at commmunicating.
Previously, on my commerical contract I required to find out what time the alarm was being set and unset to be told that this cannot be provided due to GDPR. This is not an individuals personal data. I was advised to email in, which I did. Response came 1 month later once I no longer needed the report.
2026幎4æ28æ¥
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Spy Alarms ããã®åç
Dear Dan Nusl,
Thank you for taking the time to speak with me on the phone today. I am really grateful for your time and for the opportunity to discuss this with you directly.
Once again I would like to sincerely apologise for the experience you have had.
Having taken time this morning to fully understand what went wrong, it is clear that there were multiple failures in communication, planning, and service delivery particularly around your monitoring outage, delayed responses, and todayâs missed appointment due to the part not being available.
This is far from the level of service we aim to provide.
I completely understand your frustration, especially given the time you have lost, the inconvenience caused to your workday, and the ongoing issues with your system.
You should not have had to chase responses or deal with repeated delays, and I am very sorry that this has been your experience with us.
As discussed, I have now personally arranged for the required part to be ordered, and I would like to book you in as a first call appointment at your earliest convenience to ensure this is resolved as quickly as possible.
I will also be adding a diary note to personally follow up after our engineerâs visit to make sure everything has gone smoothly for you.
In addition, I have raised this internally with the relevant managers so we can address where our processes have failed and ensure improvements are made.
We are committed to putting this right and demonstrating that we do care about your experience and are more than capable of properly looking after your security needs.
I have emailed you directly following our call and look forward to hearing from you at your earliest convenience so we can move this forward.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Great service!
2026幎4æ28æ¥
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Spy Alarms ããã®åç
Dear Tarun, thank you very much for rating our services as 5 stars & for sharing your experience with the wider community.
Kind Regards
The Spy Team
I stupidly cut through a wire
I stupidly cut through a wire , setting off my alarm. Although i was able to switch off the noise, it needed fixing. Spy Alarms organised an engineer visit very quickly indeed. The engineer, Ken M, was so professional and friendly and within 30 minutes he had tidied up the wiring and sorted the whole thing out. I am happy and relieved. I was also charged for 30 minutes, not a whole hour, which i really appreciated because it's totally honest.
2026幎4æ28æ¥
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Spy Alarms ããã®åç
Dear David, we are sorry to hear that you cut through a wire, but very pleased to hear that everything has been resolved promptly for you. We will be sure to pass your kind comment on to Ken. Thank you for taking the time to share your experience with us & the wider community.
Kind Regards
The Spy Team
Thank you Dylan for the great customerâŠ
Thank you Dylan for the great customer service you gave to me and for organising new appointment!
2026幎4æ24æ¥
èªçºçãªã¬ãã¥ãŒ
Spy Alarms ããã®åç
Dear VM, thank you for taking the time to rate our customer service as 5 stars we really appreciate it. We will be sure to pass your kind words over to Dylan.
Kind Regards
The Spy Team
Very efficient and helpful
Very efficient and helpful. Also very polite and patient
2026幎4æ20æ¥
èªçºçãªã¬ãã¥ãŒ
Spy Alarms ããã®åç
Dear Vanessa, thank you very much for taking the time to rate our services as 5 stars and for your kind words.
We really do appreciate it.
Kindest Regards
The Spy Team
Efficient and courteous
Just a quick review thanking Dylan for sorting out a misunderstanding on the service date and time I had diaried for this work to take place. I wish all companies had a Dylan to resolve âissuesâ, complicated or otherwise, with the efficiency & courtesy that Dylan showed. Many thanks
2026幎4æ16æ¥
èªçºçãªã¬ãã¥ãŒ
Spy Alarms ããã®åç
Dear Ray, thank you for taking the time share your experience with the wider community, we will be sure to pass your kind words over to Dylan.
Kindest Regards
The Spy Team
Poor initial communication thanks Becky for sorting
***updated rating based on Becky being so helpful and resolving the issue very professionally and promptly - thank you
Unable to install what we had paid for and we have spent several weeks trying to get our deposit back. Becky I have sent you an email so hopefully you can help.
2026幎4æ13æ¥
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Spy Alarms ããã®åç
Dear LCW, thank you for your time on the phone this morning I really appreciate it. As discussed this has now been resolved for you. I am very sorry for the initial delay.
Please feel free to reach out to me, should you require further assistance.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Prompt Problem Solving
Had a glitch with CCTV after a power outage. I spoke to Lee the engineer who called me immediately and talked me through the reconnection on the App. Great service!
2026幎4æ9æ¥
èªçºçãªã¬ãã¥ãŒ
Spy Alarms ããã®åç
Dear Rob, thank you for taking the time to rate our services as 5 stars and for your fantastic comments. We will be sure to pass your thanks over to Lee in our Technical Department.
Kindest Regards
The Spy Team
Failed visit after failed visit
UPDATE 09/04/2026: Thanks to Becky's assistance and the excellent work of the engineer that was sent onsite today we are finally all up and running.
Glad that its finally over and hopefully Spy Alarms can improve on the issues this has raised to avoid other people going though similar issues.
We have had spy alarms at one of our sites for many years with only minor issues (Couple of missed visits that were then usually re-arranged within a few days) but something has changed with them recently and now their service has majorly degraded.
The engineers themselves are great but the organisation is no existing.
We had them switch over a second site from a pin entry to a Paxton system and take over the alarm and link the two systems.
The initial install was early December and the install of the Paxton went well but the engineer for the alarm turned up too early and was unable to install the integration to the Paxton as the install was in progress.
Since then ive lost count of how many revisits we have had to have to try and get the install completed with a mixture of failures from failing to bring the required parts to just not turning up till gone 5pm and then not wanting to stay late to get the work done.
They were scheduled to come this Friday to complete the install but today they called to say they had booked the wrong engineer in and the correct engineer is not available for 3 more weeks.
Ive raised a number of complaints now and had a couple of people call to apologise but that doesn't help get our second site up and running.
So here we are 4 months later being chased for payment but without a completed install.
Its so frustrating as they are wasting their engineers time as much as their clients and if they could sort out the reason for failed visits they likely wouldn't be so stretched thin!
Spy alarms you clearly have expanded your business but unless you resolve these organisation issues you are going to start to lose business.
2026幎3æ25æ¥
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Spy Alarms ããã®åç
UPDATE 31/03/2025 - Dear Richard, thank you very much for reaching out to me and for giving me the opportunity to put this right for you. As discussed we look forward to seeing you on the 9th of April, and I will be following up with a call to ensure you are happy with the outcome of the visit.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Dear Richard, Thank you for taking the time to share your detailed feedback with us. I am genuinely sorry to hear about your recent experience and the frustration this situation has caused.
I have communicated with various departments in the business and I have not had any luck allocating your account. I completely understand how disappointing it must be, especially given your long history with us and the positive experiences you have had in the past.
I am really eager to make contact with you directly to ensure we are finalising this work for you as a matter of priority. Please kindly reach out to me so I can personally take ownership of your case and ensure we get your second site fully operational without any further delays.
My direct email is b.debeer@spyalarms.co.uk.
Thank you for your time & I look forward to hearing from you at your earliest convenience.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Unresolved faults since installation
We bought a new alarm system from SDS security for our fully renovated house. Weâve had many issues with the alarm tripping many times and various engineer visits -some cancelled last minute. I had tried escalating with the Faults Team Manager who has not replied to emails or phone calls.
The last engineer suggested a solution a month ago but itâs not solved despite chasing. Apparently, a quote was sent to us.
I was assured today that the repair works are now booked for 1st April and under warranty.
Difficulty to trust at this point.
2026幎3æ20æ¥
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Spy Alarms ããã®åç
Dear Alex, Thank you for taking the time to bring this to our attention, although a really disappointing read.
I called and left a voice message for you this morning, and have followed up with an email.
I can see that our Faults Manager has been in contact with you and that a return visit has been booked.
However, I was keen to reach out to you personally to ensure that all the points raised in your review have been fully addressed and that any remaining concerns are resolved as quickly as possible.
Please feel free to respond to my email at your earliest convenience, or you are very welcome to contact me directly using the number provided in my email signature.
I would appreciate the opportunity to speak with you if I may.
Thank you for your time & I look forward to hearing from you.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Problem moving my alarm control fromâŠ
Problem moving my alarm control from old phone to new. Called and explained. Got immediate guidance and a call back in minutes and got it fixed in no time.
Reassuring technical knowledge and patience explaining the steps to take.
Very good.
2026幎3æ18æ¥
èªçºçãªã¬ãã¥ãŒ
Spy Alarms ããã®åç
Dear Paul, thank you very much for taking the time to share your experience with us and the wider community. We are so pleased that you received prompt guidance.
Kind Regards
The Spy Team
Great support from Spy Alarms
Great support - had a new hub installed, which required the system WiFi to die updated. Call back in 20 mins, fix in 10 minutes. Thankyou!
2026幎3æ13æ¥
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Spy Alarms ããã®åç
Dear Customer, thank you for taking the time to rate our services as 5 stars. We are really pleased to hear that you are happy with the service you were provided.
Kind Regards
The Spy Team
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