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.... Voir plus
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Lisez les avis des autres
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.
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... Voir plus
L'entreprise a répondu
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... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Informations provenant de diverses sources externes
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.
Coordonnées de contact
Cray Avenue, BR5 4BQ, Orpington, Royaume-Uni
- spyalarms.co.uk
4,1
Bien
601 avis
Aucun historique récent de demande d’avis
Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de 48 heures
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Alarm not setting fixed
Our alarm had stopped setting and an engineer sorted out the issue over the phone with no visit required.
1 juin 2026
Avis spontané
Réponse de Spy Alarms
Dear Nigel, thank you very much for sharing your recent experience following the assistance from our Technical department, we really appreciate it.
Kind Regards
The Spy Team
Great Service
Great Service. Highly professional service. A great experience. The engineer who attended to my matter was excellent.
22 mai 2026
Avis spontané
Réponse de Spy Alarms
Dear Fay, thank you very much for your fantastic rating and reviews. We are so pleased to hear your kind words regarding our engineer.
Kind Regards
The Spy Team
Réponse de Spy Alarms
Dear Kim Rogers, thank you very much for taking the time to rate our services as 5 stars, we really appreciate it!
Kind Regards
The Spy Team
Impressive service
Appointment made in advance. On time arrival of engineer. Work undertaken efficiently.
6 mai 2026
Avis spontané
Réponse de Spy Alarms
Dear Hugh, thank you for taking the time to share your positive feedback with the wider community.
Kind Regards
The Spy Team
Another excellent service by the…
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.
30 avril 2026
Avis spontané
Réponse de Spy Alarms
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.
18 mai 2026
Avis spontané
Réponse de Spy Alarms
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
19 mai 2026
Avis spontané
Réponse de Spy Alarms
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 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
Avis spontané
Réponse de 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
Avis spontané
Réponse de 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
Réponse de 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 avril 2026
Avis spontané
Réponse de 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 avril 2026
Avis spontané
Réponse de 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 avril 2026
Avis spontané
Réponse de 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 avril 2026
Avis spontané
Réponse de 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 avril 2026
Avis spontané
Réponse de 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 avril 2026
Avis spontané
Réponse de 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 avril 2026
Avis spontané
Réponse de 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 avril 2026
Avis spontané
Réponse de 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 avril 2026
Avis spontané
Réponse de 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 avril 2026
Avis spontané
Réponse de 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
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