Lee quickly resolved my alarm activation issues by calmy talking me through the necessary coding on my control board. Thanks so much. Will
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Lee and the team took time to understand my enquires, provide personable and excellent advice on all services and devices. Problems solved efficiently and in short time frames Very helpful. Thank you.... Toon meer
Bedrijf heeft geantwoord
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... Toon meer
Bedrijf heeft geantwoord
The technical help desk rang me back promptly and Ivo talked me through getting my app and passwords up and running again. He was extremely helpful and efficient, great service.
Bedrijf heeft geantwoord
Bedrijfsgegevens
Informatie afkomstig van verschillende externe bronnen
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.
Contactgegevens
Cray Avenue, BR5 4BQ, Orpington, Verenigd Koninkrijk
- spyalarms.co.uk
4,0
Goed
605 reviews
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Heeft 92% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 48 uur
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Good service from the help desk
Good service from the help desk to help me reset my app and register a new phone
10 juli 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear John, thank you for taking the time to rate our services as 5 stars, we really do appreciate it!
Kindest Regards
The Spy Team
Initial hiccups very efficiently sorted…
Initial hiccups very efficiently sorted out by Becky de Beer making for an excellent, responsive service.
9 juli 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear Edward, it has been a pleasure assisting you, thank you for taking the time to leave such a fantastic review.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Great Service from Samantha Middleton
We have received absolutely brilliant service from Samantha Middleton. With vulnerable and elderly parents who use Spy to protect their home, Samantha is the primary reason why we have continued with our maintenance service with this company. She is kind, responsive and cares about her customers needs and challenges. Thanks for looking after us Samantha. We appreciate you!
9 juli 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear AKP, thank you for taking the time to leave us a 5 star reviews, We will be sure to pass your kind feedback over to Samantha. We really appreciate you sharing your experience with the wider community.
Kindest Regards
The Spy Team
Helpful and willing to take action
The engineers who visited were good. They were helpful and worked in a very clean way. I subsequently had a small issue with the company's accounts department, but this was handled in a most professional way and to my total satisfaction. I was impressed with the speed that the company dealt with this issue once they became aware of what had happened. It was gratifying to receive very good service from the engineers who attended my home and subsequently from the firm's managerial team.
9 juli 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
10/07/2025 - Update: Dear Mr Stoneham, thank you for taking the time to amend your review based on my conversation with you this morning, I really do appreciate it & I am pleased you are happy with the outcome. i will be sure to pass on your thanks and your kind words to the two engineers that recently attended your home.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Dear Mr. Stoneham, Thank you for bringing this matter to our attention. Although a really disappointing read. I would like to sincerely apologise for any upset or undue stress & anxiety that this situation has caused you, please know this was never our intention.
I have reached out to you directly to explain how our invoicing process works. To clarify, our invoices are issued at the beginning of the new contract year and relate to the annual maintenance agreement, which includes the yearly service along with several additional benefits. Unless we receive notice of cancellation at least three months prior to the renewal date, the agreement automatically renews.
As mentioned in my email, if you could kindly forward any correspondence related to the call from our senior manager, I will look into this matter promptly to understand why the call you requested was not received.
Thank you again for your patience, and I truly appreciate the opportunity to resolve this.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
client-focused
They're prompt, well-mannered, efficient, knowledgeable about their products, and client-focused professionals. I am happy with the service I received and look forward to the next job. I gave them five stars, but I'd give them 10 if this option were available.
3 juli 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear Elizabeth, thank you for taking the time to leave us a 5 star review, we really do appreciate it.
Kindest Regards
The Spy Team
Speedy and effective tech support
Speedy and effective tech support. Thank you!
1 juli 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear Zar, thank you for taking the time to rate our services as 5 stars! We really appreciate it.
Kind Regards
The Spy Team
Best technical support ever!!
Thank you again to Ivo from Spy Alarms in helping to get our alarm system back up & running. Really appreciate his patience whilst we went through all the steps and his technical expertise as he professionally guided me through what needed to be done. Credit to him & Spy Alarms for employing the right people! Thank you ever so much for your help and keep-up the excellent standards👍
30 juni 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear HSG, thank you for taking the time to leave us a brilliant review regarding Ivo in our technical department. We will be sure to pass on your fantastic feedback.
Kindest Regards
The Spy Team
I bought my house a new build from a…
I bought my house a new build from a Local Builder who had a reputation for quality and insisted that all the Houses installed Burglar systems from Seymour a local company in Sandgate who were absorbed into the Guardian group
My house got struck by lightning which did stop the system working. Guardian dispatched a Technician to do a survey who suggested that the way forward was Wi Fi which took start to finish in 3 Days. I have always had excellent Service from this Company and can recommend them with out reserve. Monica the Service Administrator is so helpful and well on top of her job Cannot ask for more
30 juni 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear Gareth, thank you for taking the time to leave us a review, and for sharing your recent experience with us & the wider community. We are thrilled to hear that the transition to Wi-Fi was smooth and that Monica and the rest of the team were able to assist you efficiently. It's always great to know our customers feel well supported. We truly appreciate your recommendation, and we are grateful for your continued trust in our services. If you ever need anything else, please do not hesitate to reach out. We are always here to help.
Kind Regards
The Spy Team
My alarm would not set so I phoned for…
My alarm would not set so I phoned for help. I was told that the tech team would phone back which they did within minutes. They talked me through a series of commands to reset my password and correct the time and everything is working. Great service. Thanks
26 juni 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear Clive, thank you for taking the time to rate our Technical department as 5 stars. We are really pleased to hear that you were happy with the support that they offered.
Kindest Regards
The Spy Team
Flawed administrative processes
Something is badly wrong with this company's administration, specifically on dealing with queries. I have experienced this, on and off, since February in relation to a defective CCTV box which Spy's engineers proved unable to fix after several visits. Most recently, the engineer installed a new box and promised to send me a pdf of the user manual for it. Nothing came, so I emailed the Service desk to flag the issue, emphasising that I really did NOT want to have to chase them up about it. (That had been necessary several times before.) Result, total silence. One week later I send a chasing email, after which I do receive said pdf. No apology, no explanation, nothing. Spy's line management and Customer Services are well aware of my annoyance with them. But nothing changes.
AN UPDATE - Spy's Customer Services manager, Kelly, responded very positively to my critical comments and we have subsequently had a very useful telephone conversation. Kelly will use the "learnings" from my experience for training purposes and be my point of contact in case of any future difficulties. She clearly does take customer feedback very seriously and actually welcomes it.
13 juni 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear John Ellis, thank you for your review although a disappointing read. I acknowledge the concerns you have raised regarding the delays in communication from our service desk, and I completely understand your frustration.
While the replacement of your CCTV unit has been completed, it is clear that our follow-up particularly in providing documentation and responding to emails did not meet the level of efficiency we strive for. This has been noted and I will pass your feedback internally with the relevant teams & managers. I appreciate you bringing this matter to our attention and we will use it to inform ongoing process reviews.
I was unable to allocate your account, I would be really eager to discuss this with you over the phone & to offer you a solution moving forward to ensure your future questions, queries & concerns are answered in a timely manner.
If you wouldn't mind reaching out to me at b.debeer@spyalarms.co.uk that would be much appreciated.
Thank you for your time & I look forward to hearing from you.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Excellent service
Your representative was on time,
Knowledgeable and pleasant.
This was an annual service and he answered my questions clearly and professionally.
6 juni 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear Farhad, thank you for your excellent review we really appreciate it!
Kindest Regards
The Spy Team
Customer service personified
I had not been successful in getting a response from various departments at Spy Alarms regarding a potential system fault and to resolve an invoicing error. I got in touch with Becky and within a day she has corrected the invoice and arranged for an engineer to re-attend to investigate the fault at no extra cost. She took ownership straight away and could not have been any more helpful. I would definitely recommend getting in touch with Becky if you're experiencing any problems and need to escalate.
5 juni 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear James, it was a pleasure assisting you, thank you for giving me the opportunity to look into this for you further.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Very helpful and quick
6 juni 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear RFR, thank you for your 5 star rating and fantastic comment. We really appreciate it.
Kindest Regards
The Spy Team
Home Control 2.0 App
App kept showing an error "not connecting to Internet". Reported error to company and a technician phoned back within 5mins, was able to talk me through procedure to reset system. Problem solved within 15 minutes. 5 Star service.
5 juni 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear Mr Maurice J Hawkins, thank you so much for your fantastic review! We are sorry you experienced a connection issue, but we are thrilled to hear that our technical team was able to resolve it quickly for you. Your 5-star rating means a lot to us.
Kindest Regards
The Spy Team
Assistance given over the phone which…
Assistance given over the phone which was greatly needed at the time.
5 juni 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear Simon, thank you for taking the time to rate our services as 5 stars we really do appreciate your feedback & thank you for sharing your experience with the wider community.
Kindest Regards
The Spy Team
Very poor customer service
Very poor customer service. Focus on determining contract without commercial consideration and looking forward to developing long term relationships. Beware no refund policy on moving out or simply transferring policy to new occupier even though they have taken the service fee.
4 juni 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear John, thank you for taking the time to leave a review, I am sorry to hear of your concerns. We do not generally provide details of individual cases on an online platform as we prefer to engage with our customers directly. I am aware my colleagues have spoken with you regarding this situation, I would like to assist you further if I may after reading through your original correspondence. I can confirm we are unable to change names on accounts without a new agreement being signed by a new customer, as the agreement is a contract between Spy and the named customer. I can confirm my colleague is in contact with the new owner and that she is assisting them as we assured you we would. I do hope this provides some reassurance. I have called and left a voice message for you this morning and followed up with an email. If you could kindly let me know a convenient time to call you back that would be much appreciated.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Terrible customer service
Our every interaction with Spy Alarms, with the exception of our one service in November (the engineer was great), has been time consuming and frustrating.
We were previously customers of Red Alert so were automatically transferred to Spy. Their first action was to more than double our annual maintenance fee. I did get them to finally agree to a fee in line with Red Alert’s pricing.
Their system books in maintenance visits without a courtesy call to confirm that the day and time are convenient. They then immediately issue an invoice before they’ve even confirmed the appointment, let alone had it. This is not a one off. It has happened every time.
They have chased me for an “unpaid” invoice for a maintenance visit that I had cancelled because we are not due our annual visit for another 6 months.
22 mei 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear CR, thank you for taking the time to bring these matters to our attention. It is really disappointing to hear that you have found interacting with us time consuming and frustrating. We aim to provide an excellent service to all of our customers, I would be keen to have a conversation with you to gather all the details so I can offer you my assistance.
In regards to the invoice, we invoice all of our customers 1 month prior to the contracts renewal date. The invoice covers all the benefits of having our annual maintenance agreement, included within the annual maintenance agreement is the annual service. The invoice is not solely for the annual service itself. I was unable to allocate your account using your name 'CR' would you be happy to contact me directly on 0203 833 0480 or alternatively please email me at b.debeer@spyalarms.co.uk. I would be more than happy to explain in detail our processes and procedures regarding invoicing.
Thank you for your time & I hope to hear from you soon.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Great service…
The Engineer was very professional and helpful. We needed a new outside alarm which he fitted, and as the new alarm wasn't the same profile as the one being replaced, he offered to paint the area effected. ( Which he did)
24 april 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Good morning Paul, thank you for your fantastic review, and kind words regarding your recent visit from our engineer. We are so pleased to hear you are happy with the outcome following the replacement of your outside bell. Thank you for sharing your experience with the wider community.
Kindest Regards
The Spy Team
Annual service
We have been a Spy customer for 38 years and always have had very good service from them. Annual service done today by a very competent, experienced professional who on arrival immediately apologised for being late. He was a delightful man with good people skills -an asset to Spy Alarms!
16 april 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Good afternoon, Thank you so much for your continued loyalty over the past 38 years. That truly means a lot to us here at Spy Alarms. We are thrilled to hear that your recent service experience lived up to your expectations and that our engineer made a positive impression. We will be sure to pass on your kind words to the team. It is customers like you who make what we do so rewarding!
Have a lovely bank holiday weekend.
Kind Regards
The Spy Team
Poor experience
I discontinued my service contract with Spy Alarms in March 2025, after being with them for around 8+ yrs. They were prompt in disconnecting but quite confusing in the explanation that they would continue charging me for the entire year, though I’d not receive their service. It is still not clear to me why they would charge me for a disconnected service. Upon seeing other people’s reviews, it looks like they charge a variable rate, if you are aware that you can negotiate them down. Great feeling for a loyal customer!
I intend to raise the issue with the consumer protection agency.
14 maart 2025
Review zonder uitnodiging
Antwoord van Spy Alarms
Dear Mr Khalid Qurashi, Whilst we generally refrain from discussing customer matters on public platforms, please note that we have made several efforts to address your concerns privately. In this case, there is a legally binding contract in place, which has been acted upon as we completed the annual service for you.
We have reached out to you in an effort to find a mutually agreeable resolution, but unfortunately, this has not been accepted so far. I understand that our Customer Service Manager has also contacted you via email earlier today, offering support and proposing a way forward.
Kind Regards
Becky de Beer
Senior Customer Care Specialist
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