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... Mehr ansehen
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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... Mehr ansehen
So many things have gone wrong that I hardly know where to start. After failing twice to fix our old SDS system, I was advised to replace it with a new system for £1,100, which uses the existing wired... Mehr ansehen
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We had an annual maintenance visit booked for 1st July. The engineer didn't turn up. When I called I was told the visit had been cancelled, but they couldn't tell me why. There had been no warnin... Mehr ansehen
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Unternehmensdetails
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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.
Kontaktinformationen
Cray Avenue, BR5 4BQ, Orpington, Vereinigtes Königreich
- spyalarms.co.uk
4.0
Gut
595 Bewertungen
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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 it’s 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 didn’t 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.
18. Mai 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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 but…
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.
15. Mai 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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.
12. Mai 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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 my…
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.
30. April 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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!
28. April 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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.
28. April 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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 today’s 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 engineer’s 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!
28. April 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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.
28. April 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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 customer…
Thank you Dylan for the great customer service you gave to me and for organising new appointment!
24. April 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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
20. April 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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 ‘issues’, complicated or otherwise, with the efficiency & courtesy that Dylan showed. Many thanks
16. April 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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.
13. April 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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!
9. April 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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.
25. März 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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. We’ve 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 it’s 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.
20. März 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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 from…
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.
18. März 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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!
13. März 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
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
Unfounded threatening emails
We used Spy for our home alarm maintenance for years. They eventually became just too expensive and we cancelled our agreement with them in 2025. We received written acknowledgement that our agreement was cancelled. Now in 2026 we are receiving increasingly threatening emails regarding an invoice from 2023 that is supposedly overdue. I have contacted Spy accounts department with my proof of payment and received written confirmation that my account is clear. And yet, we are still receiving emails threatening further action against us. This company clearly has no control of its accounting systems and they are causing stress to customers who try to remove themselves from their services. I have received no reply from my most recent communication requesting that they stop harrassing us. A company to avoid.
11. März 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
Dear AndyH, Thank you for taking the time to bring this matter to our attention, and I sincerely apologise for the frustration and stress this situation has caused.
All credit requests need to be approved by management, and this process can sometimes take a few days. During this time, if the credit note has not yet been approved, our system may unfortunately continue to send automated payment reminders or chasers. We understand how frustrating this can be, and I apologise for the inconvenience caused.
I was also unable to locate your account using the username displayed above on this review. If you could kindly reach out to me directly at b.debeer@spyalarms.co.uk, I would be more than happy to personally look into your account and to ensure that any outstanding credit notes are approved as soon as possible so that the correspondence from the accounts department stops.
Thank you for your patience, and I appreciate the opportunity to resolve this matter for you.
Kindest Regards,
Becky de Beer
Customer Care Specialist
Spy Alarms
Systemic failures, harassment, and misleading entry tactics
I am writing this review to warn others about the unprofessional conduct of Spy Alarms
The company has demonstrated a complete lack of administrative control:
Misleading Entry: A technician gained access to my home on 29/10/2025 by falsely stating the service was pre-paid and would incur no cost.
Wrongful Targeting: They are persistently pursuing a tenant for a debt belonging to a landlord’s cancelled contract.
Ongoing Harassment: Despite a formal apology via email admitting the mistake, I am still receiving aggressive collection calls via hidden numbers.
This level of harassment and misuse of personal data is unacceptable.
10. März 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
Dear Gabe Wong, Thank you for taking the time to share your feedback.
Unfortunately, I was unable to locate your account using the username provided in the review. Could you please contact me directly at b.debeer@spyalarms.co.uk.
I would appreciate the opportunity to discuss this matter with you over the phone so that we can review the details and assist in resolving any concerns.
With regard to your first point, our annual service visits are included as part of the annual maintenance agreement and are not charged separately, as they form part of the overall yearly service benefits.
Regarding the second point, I will review the situation with our accounts department to understand why you may have been contacted rather than the landlord associated with the agreement. It is possible that the team was using the contact details listed on the account, but I will ensure this is looked into.
Finally, I would like to confirm that the invoice associated with this matter has been handled correctly to ensure there is no further contact regarding payment if this is not applicable.
Please feel free to reach out to me directly so that I can investigate the matter thoroughly and ensure the appropriate steps are taken.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
Very helpful Tech Support and prompt response
Needed to update WiFi settings on my home alarm system and Ivo was extremely helpful and patient in talking me through the steps whilst on my phone to him
9. März 2026
Bewertung ohne vorherige Einladung
Antwort von Spy Alarms
Dear Paul,
Thank you very much for taking the time to rate our technical services as 5 stars. We will be sure to pass your kind comments over to Ivo.
Kind Regards
The Spy Team
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