2. I have had an alarm activation on my monitored alarm system

We would first recommend that you double check your property for any signs of forced entry, damage or loss. If you discover any evidence of a break in or an attempted break in we recommend you contact the police and your insurance company as soon as possible.

If you have had a false alarm please follow the instructions below before you reset your system and continue using it.

1. Identify what device connected to your system has caused the false alarm (e.g. zone 2 – lobby) by checking your systems event history/event log. You may need to refer to your device list/zone list to help you determine the location of the zone.*
2. Identify the cause of the false alarm and make a note. See the ‘most common causes of false alarms’. *
3. Resolve anything that could be causing your false alarms (e.g. cobwebs in front of the detector). If a panic button has caused the false alarm, you will need to reset this with the reset key.
4. Reset your system and continue to use it as normal at the usual times.*
5. If this is the second time you have had a false alarm on this particular device and you have already followed the steps above (between 1-7 days after the first false alarm), please contact us to arrange an engineer visit.

Note: We would not look to send an engineer to site for single false activation (unless you have police response set-up and you are unsure of the cause).

*If your system is monitored with police response you will need to contact us asap to advise us of the reason for the false alarm and to get your system reset before it can be used again. Failure to provide a valid reason will result in a chargeable engineer visit being required to determine the cause. We also recommend that you read the ‘false alarm policy’ below.

Because of the considerable amount of time expended attending false calls, the Police have formulated the following false alarm policy:

Every user having a system which produces two false calls within a period of 12 months, shall be served with a notice requiring action to be taken to prevent further false calls. Should three such calls be received within any 12 month period, police response will be withdrawn.

Response may be reinstated if remedial action has been taken to rectify the fault, or when the system has achieved three months free of false calls. Will you therefore please ensure that those involved in the operation of your security system are familiar with its functions and are informed of the importance of avoiding its accidental operation. Also, in the event of technical faults, please inform us as soon as possible after the fault has become apparent.