Customer Support FAQs
SETTING THE ALARM OFF
Will breaking the windows set the alarm off?
Not usually. Our systems generally do not include break glass detectors. However, more sophisticated systems do have dual-technology, break glass detectors fitted to vulnerable areas.
Will dogs, cats and other pets set the alarm off?
Unless dual-technology, “pet friendly” detectors are installed the answer must be yes. Standard passive infra-red detectors (PIR’s) cannot distinguish between an intruder and your pets. However our dual-technology pet friendly detectors manufactured by Honeywell, will allow the free access to one dog of 45KG in weight or ten cats, without false alarming.
Will the alarm be disabled if the phone lines are cut?
On our standard audible only systems, there is no connection to the telephone lines, so there will not be a problem if the telephone line is cut. However, on Police calling systems that incorporate a digital communicator, if the phone line is cut, the pre-programmed 10 minute bell delay will be overridden and the system will revert to an “audible only” system that generates a local alarm.
If a Police calling system is fitted that utilises British Telecom’s Redcare Signalling and the phone line is now cut, a “no response” signal will be sent to the alarms receiving centre, who will initiate the appropriate response.
Will I be charged for call outs from false alarms?
If your system is covered by an annual maintenance contract, there will not normally be a call-out charge levied. However, if the call-out is found to have been caused by the system being damaged or by user error, we reserve the right to make a charge under these conditions.
How many user codes can I have?
That would depend on the type and model of control panel that you have installed. The minimum would normally be two.
Can I change my own user code?
On the smaller control panels you would be able to change your user code. With the more complex systems, differing levels of authority are available, so it will depend on what level your system administrator issues you with, as to whether or not you can change your own code. The user manual supplied, will give you individual specifications for the control panel installed.
Will I activate my movement detectors on entering my house?
Not normally. We would usually fit movement detectors to areas off the main entry/exit route on domestic applications. However, depending on the layout of the building or the vulnerability of hallway windows, it may be necessary to include a time inhibited movement detector in these areas.
Where is the best place to put movement detectors?
We would recommend that all ground floor rooms include a movement detector. The less vulnerable first floor rooms can be simply and cost effectively, be protected by one movement detector placed on the landing area; as most burglars will come out onto the landing, to see what valuables are available in other rooms.
Are shock sensors a good idea?
There seems currently, to be a move within the security industry away from the installation of shock sensors, because of the risk of false alarms. A shock sensor fitted to a window need not necessarily tell the difference between someone breaking in, or a window cleaner banging his ladder against the window.
What's the difference between a smoke sensor and a heat sensor?
Smoke detectors are detectors that analyse smoke in the atmosphere. They can be installed in most rooms throughout your house. Heat detectors are devices that detect high temperatures. They should be installed in areas that smoke or water vapour may effect smoke detectors, (i.e. bathrooms and kitchens).
Where should I fit magnetic contacts?
Magnetic contacts would normally be fitted to external doors, such as the front entry/exit door, rear or side doors and French windows or patio doors. Occasionally, they are fitted to windows.
Can I enter and leave my house by any door?
The entry and exit route would normally be determined at the time of installation. We would recommend that consideration is given to utilising only one door for entry and exit, unless a second remote keypad is used by the other entry/exit point. This restricts further access into the building, thus maintaining a higher level of security.
Do I need to protect the first and upper floors?
Commonly, a single movement detector located to the first floor landing would provide adequate protection. Consideration would be given to protecting other areas if they where easily accessed from outside, (i.e. off a fire escape), or they have high value items or equipment in them.
Will there be wiring on show?
Not usually, we will make every effort to hide all cables where possible. We pride ourselves on our ability to hide cabling.
Won't my dog deter intruders?
Possibly, but as most dogs are pets, not guard dogs, it is unlikely that they will attack an intruder.
Wouldn't double glazing help?
A determined intruder will always gain access. Some types of double glazing offer high levels of security, unfortunately the majority don’t.
What does maintenance cover
Our Maintenance Package covers everything, with the exception of Setting & Unsetting Devices, Keypads, External Sounders, Batteries & The Control Panel itself outside the Guarantee Period. Labour is included and all call out charges are included, however if we find that the system has been damaged or the call-out is generated by user error, then we reserve the right to charge an additional fee. If we didn’t install your system or you didn’t opt for maintenance from year 1 then we may be able to offer you a “Labour Only” Contract.
Does Neighbourhood Watch help?
What if everyone is out? This can happen at such times as Christmas, school run times, Bank Holidays. Of course, everything you do to try to improve security is a bonus, so Neighbourhood Watch is a useful addition, but it would be foolish to rely on it as your primary source of security.
If you require any further assistance, do not hesitate to get in touch.
Click here for our full contact details.