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.... Voir plus
L'entreprise a répondu
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
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.
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
4,0
Bien
605 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 92 % de ses avis négatifs
Répond généralement dans un délai de 48 heures
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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
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 mars 2026
Avis spontané
Réponse de 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 mars 2026
Avis spontané
Réponse de 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 mars 2026
Avis spontané
Réponse de 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 mars 2026
Avis spontané
Réponse de 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 mars 2026
Avis spontané
Réponse de 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 mars 2026
Avis spontané
Réponse de 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 mars 2026
Avis spontané
Réponse de 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
Threatened county court action for payment for a service I don't have
This company bought out a local provider based in Ashford, Kent. Having used them for a couple of years, and at the end of an annual service contract, I decided I didn't like their service or their sales tactics, so I decided to stop using them and went to another provider.
Since then, Spy Alarms have sent repeated emails demanding that I pay an annual service charge and are now threatening me with county court action if I don't comply.
The previous annual service contract expired several months ago and, according, to Spy Alarms, I must renew. This is sharp business practice and makes the company appear to be run by bullies.
Apparently, they cannot accept that there are competitors who provide better service and who do not threaten former customers.
To say that three months' notice is required to say that you don't want a contract for a domestic security alarm system to be renewed is ridiculous.
This is no way to run a reputable business.
Please review your practices, Spy Alarms. You can do better than this.
8 mars 2026
Avis spontané
Réponse de Spy Alarms
Dear Dominic Deeson, Thank you for taking the time to leave your feedback. I am really sorry to hear that you have been left feeling frustrated by this situation, and I apologise for any frustration it may have caused you.
Just to clarify, our service agreements are set up as rolling agreements unless we receive at least three months notice before the renewal date to terminate the contract. An invoice is sent out one month prior to the renewal date, and if the required notice has not been received before that point, the agreement will automatically renew for the following year. This is why the invoice was issued and subsequently followed up.
I have tried to contact you by phone and have also reached out by email, as I would genuinely welcome the opportunity to talk this through with you if I may. I would like to explain things in more detail, and to offer an explanation.
We certainly never want our communication to feel threatening, and I am sorry if it has come across that way.
If you are happy to do so, please respond to my email or kindly call me directly and I will be more than happy to discuss this with you.
Thank you for your time & I look forward to hearing from you.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Spy Alarms
I had a careful guide through the…
I had a careful guide through the control system. We re-established the internet connection and reset the failure warning and now the system is working properly and signalling to Spy. thank you
3 mars 2026
Avis spontané
Réponse de Spy Alarms
Dear Brian, thank you for taking the time to leave us a fantastic review & for your kind words regarding our Technical department.
Kind Regards
The Spy Team
Great system and service
Great system and service. Never an issue. Thanks to Ivo who sorted an issue with me today and the other very friendly staff.
27 février 2026
Avis spontané
Réponse de Spy Alarms
Dear Matthew, we are so pleased to hear that Ivo rectified your technical issue, we will be sure to pass on your kind words.
Kind Regards
The Spy Team
Réponse de Spy Alarms
Dear Kishor, thank you for taking the time to rate our services as 5 stars and for sharing your experience with the community.
Kind Regards
The Spy Team
Interested in your wallet not your security system
This business has shifted from being interested in customer security to interested in customer wallets. They bill enthusiastically, without fixing problems. The staff never return calls, their admin systems dont work. They installed my mother in laws alarm two years ago and it doesnt work. The technician said its because they have cut costs - and no longer buy the right batteries.
NOTE: I was surprised they called me this morning (see their comment below) but note that it followed my bad review (not my many requests for someone to make contact). This company appears to be buying up well run privately owned alarm companies to gain scale and remove costs for them via shared administration. The problem is that their admin systems don’t work well so the customer gets terrible service.
The flip side of this is that they are also more expensive than the small alarm companies they buy up. I got a local alarm company to take over from them. He knew the systems, had been working on servicing alarms for over 30 years. He quickly identified what needed to be done, quoted me for the repair we needed. The quote was exactly one third what Spy wanted.
We now believe that Spy had failed to update our monitored system when BT went digital - so our alarm was unable to connect to the monitoring company (and if this is the case, then our monitored system has not worked for some years).
Another episode - Spy put an engineer code on the system which blocks other engineers from servicing. They now want £280 to remove the code! This is clearly a restrictive practice with a disproportionately high charge - something which may be challengable in court.
26 février 2026
Avis spontané
Réponse de Spy Alarms
Dear Mr Edward Peck,
Thank you for your time on the phone with me this morning, I really appreciate it.
The system was installed in 2024 and is unfortunately now outside of its warranty period. This means the faulty bell would need to be replaced, as outlined in the original quotation provided to you.
However, in the first instance, we did offer to replace the bell free of charge on a like for like basis. We were advised that you preferred to upgrade to a new bell cover, which would be chargeable. Following our conversation today, I also offered further reductions to the quotation in an effort to reach a fair resolution for you.
I would also like to sincerely apologise for the delays and poor communication you have experienced following your initial query. This does not meet the standard of service we aim to provide, and I completely understand how frustrating this must have been. I will be reviewing how your enquiry was handled to ensure we improve our response times and prevent this happening in the future.
Please rest assured that the batteries we use are manufacturer approved and come with a warranty. If a battery runs out under normal usage conditions before the warranty period expires, we will replace it.
As discussed, if I can be of any further assistance, please feel free to contact me directly. I would be more than happy to help.
Kindest Regards
Becky de Beer
Senior Customer Care Specialist
Panic button was non-functioning.
Was a bit worried that my panic button was not working. Spoke to Lee on the phone who helped sort things out for me calmly and effectively.
13 février 2026
Avis spontané
Réponse de Spy Alarms
Dear Tai chi student, thank you for taking the time to rate our services as 5 stars and for sharing your experience with the wider community.
Kind Regards
The Spy Team
Run, don’t walk, away from this company
Run don’t walk away from this company. Absolutely everything they did for us was poor, from invoicing and arranging visits to communication. We eventually terminated the contract which took some doing as their Senior Customer Care Specialist had to be chased constantly to respond. Staggeringly, even after we terminated, they transferred our monitoring to a new company. Needless to say they continued to charge us long after termination despite the appalling service.
19 décembre 2025
Avis spontané
Réponse de Spy Alarms
Dear J Kent,
Thank you for taking the time to raise your concerns.
Unfortunately, I am unable to locate your account using the name provided here. I would be grateful if you could contact me directly at b.debeer@spyalarms.co.uk so I can review this matter with you in detail.
I am very keen to look into what happened. Please note that we are unable to transfer monitoring services without direct instruction from the account holder, as we require confirmation of three details relating to the new company, along with a clear transfer date.
I apologise if there was any delay in our response following your cancellation request. Once I can access your account, I will be happy to investigate further and provide a full explanation.
Our agreements require three months written notice prior to renewal. Where sufficient notice has been given, any applicable invoices will be credited in full. However, if a service or engineer visit took place within the year and remains unpaid, this would still be chargeable and may explain billing beyond the termination date. That said, this should have been clearly communicated at the point of cancellation.
If you are able to get in touch, I would really welcome the opportunity to review your account and ensure all correct procedures were followed.
Kind regards,
Becky
Spy Alarms
Alarm panel and app issues
Had a problem with alarm and app after switching over phones and WiFi provider.
Lee called me as arranged but something came up and he advised to call back.
Called back. Got straight through and both issues were sorted within a minute !!
Really helpful guy and fab customer service
6 février 2026
Avis spontané
Réponse de Spy Alarms
Dear Consumer, thank you for taking the time to leave us an excellent review, we are pleased to hear your issues were resolved swiftly!
Kindest Regards
The Spy Team
Telephone help from the Technical Team
Telephone assistance from the Technical Team was fast & helpful to enable a short code to be set up to our Eaton Security app following the purchase of a new mobile for my wife
2 février 2026
Avis spontané
Réponse de Spy Alarms
Dear Bob, thank you for taking the time to leave your fantastic comments, following the interaction from our Technical Team. We really appreciate it.
Kindest Regards
The Spy Team
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