The engineer was prompt, polite and very pleasant. But he said that he was not familiar with the installation of the equipment he had come to fit. However he persevered and succeeded. Upon testing... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The engineer was great, very helpful & professional. Head Office accounts kept billing me for replacement batteries when they are free under my contract. Hence only 4 stars
Company replied
The staff manning the phones were very helpful, and the engineers had to come back to property to check the outside alarm. The accounts dept were very proffessional when much an error I made was rect... See more
Company replied
Initial contact was simple and responsive, the sales person arrived at the agreed time and made some helpful suggestions but no hard sell. The installer did a great job and it took just one day.
Company replied
Company details
Information provided by various external sources
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.
Contact info
Cray Avenue, BR5 4BQ, Orpington, United Kingdom
- spyalarms.co.uk
4.3
Excellent
693 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 48 hours
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Lack of communication & Customer Service
The communication from this company is seriously lacking. No booking in for attendance, just turns up despite several requests for booking to be made, invoicing for services before works carried out, and then continuously chasing for payment. No or late response to emailed queries. We have now cancelled part of the service that we we supposed to be receiving.
12 September 2026
Reply from Spy Alarms
Dear Elaine, Thank you for taking the time to speak with me this morning. It was a pleasure talking with you, and I truly appreciate you giving me the opportunity to put things right and improve your experience with us. I completely understand the frustrations you have experienced, and I want to reassure you that we have made a number of positive changes within our Service Department. One of these improvements is ensuring that customers are contacted in the days leading up to their maintenance visit, giving us the opportunity to confirm the appointment is still convenient and to avoid any unnecessary inconvenience. To offer further clarity as we did not touch on this during the phone call the maintenance invoice is issued one month before the contract renewal date. While this includes your annual service visit, the agreement also provides support and benefits throughout the year, including reduced call out and labour charges, priority response when faults are reported, out of hours engineers, and access to technical support from our dedicated technical team whenever you need assistance. To make sure you receive the support you deserve moving forward, I have personally appointed two members of our team to look after your account. They will be in touch shortly to introduce themselves and provide their direct contact details, so you always know exactly who to contact should you need any help. We will also do our utmost to send engineers who have previously attended your site wherever possible & appoint them to your accounts for all future servicing, familiarity with the premises will help us provide a smoother, more efficient service and ensure you are dealing with familiar faces.
I am genuinely confident that these changes, together with having dedicated points of contact, will make a real difference. We are committed to rebuilding your trust and showing you the level of service that we know we are capable of delivering. Thank you again for your openness during our conversation and for giving us the chance to turn things around. We truly value your business and look forward to demonstrating the improvements we have made.
Kindest Regards
Becky de Beer
Customer Care Manager
Reply from Spy Alarms
Dear AK, We are delighted to hear our engineer took the time to explain the service clearly and keep you informed throughout the visit. We really appreciate you sharing your experience with the wider community.
Kind Regards
The Spy Team
Engineer was polite and helpful.
21 September 2026
Reply from Spy Alarms
Dear Ann, We are glad to hear that our engineer was polite and helpful during their visit. Providing friendly, professional service is something we take great pride in, and it is lovely to know your experience reflected that. Thank you for choosing Spy Alarms.
Kind Regards
The Spy Team
Proffessional and friendly
The staff manning the phones were very helpful, and the engineers had to come back to property to check the outside alarm.
The accounts dept were very proffessional when much an error I made was rectified without any problems.
17 September 2026
Reply from Spy Alarms
Dear Adele, Thank you for taking the time to leave such a positive review & for your 5 star rating. We are grateful for your kind comments about our team. It is wonderful to hear that our office staff were helpful, our engineers provided the support you needed, and that our Accounts team was able to rectify the issue quickly and professionally.
Kind Regards
The Spy Team
Very efficient
Very efficient. The guy turned up on time, was very professional and communicative, and did a great job. No issues whatsoever.
18 September 2026
Reply from Spy Alarms
Dear Martin, Thank you for taking the time to leave us a review. We are so pleased to hear that your engineer communicated clearly throughout the visit, and provided a professional service. It is great to know everything went smoothly and that you were pleased with the work carried out.
Kind Regards
The Spy Team
The engineer arrived on schedule
The engineer arrived on schedule, was very pleasant & completed the visit in less than 30 mins.
14 September 2026
Reply from Spy Alarms
Dear Joesph, Thank you for taking the time to leave us a 5 star review. We are very pleased to hear that the engineer arrived on time, was pleasant throughout the visit, and completed the service efficiently. We really appreciate your feedback and look forward to continuing to provide you with excellent service in the future.
Kind Regards
The Spy Team
Personable engineer arrived on time and…
Personable engineer arrived on time and acted in a very professional manner
9 September 2026
Reply from Spy Alarms
Dear Douglas, Thank you for your fantastic review. We are delighted to hear that our engineer provided such professional and personable service. We will be sure to pass your lovely feedback on to the engineer involved. We really appreciate your support.
Kind Regards
The Spy Team
sadly this company now is operating a…
sadly this company now is operating a fake ' person ' AI answering service . It significantly affects their customer service. I cant deal with them anymore. So disappointing.
I think an honesty during 'Charlie's greeting 'that this is an AI voice would help.
7 October 2026
Unprompted review
Reply from Spy Alarms
Update 14/10/2026 - Dear Shopping Sophie, we completely understand that many customers prefer speaking directly with a person, and we appreciate your honest comments regarding our automated call handling system. In response to feedback such as yours, I would like to let you know that we are currently looking to remove this automated triage system and return to our previous telephone introduction, where our customers can select the relevant department by pressing a number on their keypad. We recognise that this may provide a more familiar and straightforward experience for many of our customers. We appreciate your honesty, as feedback like yours helps us understand what is working well and where we need to improve.
Kind Regards
The Spy Team
Dear Shopping Sophie, Thank you for taking the time to share your feedback. I am very sorry to hear that your recent experience left you feeling disappointed. We would like to reassure you that our phone system uses a triage service whose sole purpose is to direct customers to the correct department as efficiently as possible. The system does not provide advice, answer questions, or make decisions on your account. It simply asks for the nature of your enquiry before transferring you to the appropriate team, where our team members are available to assist and support you.
We appreciate that this approach may not suit everyone, and we are sorry if it has impacted your experience with us. Customer service remains extremely important to us, and I would welcome the opportunity to discuss your concerns further and see if there is anything I can do to help restore your confidence in our service. If you would like to discuss this matter further please kindly reach out to me at b.debeer@spyalarms.co.uk.
I hope to hear from you at your earliest convenience.
Kind Regards
Becky de Beer
Customer Care Manager
He was very respectfull and pleasent
He was very respectfull and pleasent, he completed the Service and was very pleasnt.
1 October 2026
Reply from Spy Alarms
Dear Colette, Thank you for your kind feedback. We are pleased to hear that our engineer was respectful, pleasant, and completed your service visit to such a high standard. We will be sure to pass your comments on to the engineer, who will be pleased to know their professionalism made a positive impression. Thank you for choosing Spy Alarms.
Kind Regards
The Spy Team
Reply from Spy Alarms
Dear Moran, Thank you for your kind review. We are pleased to hear that our engineer was both professional and friendly, and that your issue was resolved quickly. We really appreciate you taking the time to share your experience with the wider community!
Kind Regards
The Spy Team
Reply from Spy Alarms
Dear Maureen, Thank you for your wonderful feedback. We are very pleased to hear that you found our service efficient and helpful. Delivering a professional and reliable experience is what we strive for, and it is great to know we met your expectations. Thank you for choosing Spy Alarms and for taking the time to share your experience.
Kind Regards
The Spy Team
Reply from Spy Alarms
Dear Rodney, Thank you for your review. We are pleased to hear our service was unobtrusive and carried out without any delays. We appreciate your feedback and are glad we could provide a smooth and efficient experience. Thank you for choosing Spy Alarms.
Kind Regards
The Spy Team
Good service from all members of staff…
Good service from all members of staff especially Daniel Jooste-Coetzee who went the extra mile!
18 September 2026
Reply from Spy Alarms
Dear Jan, Thank you for your wonderful feedback! We are delighted to hear you received great service from our team. A special thank you for recognising Daniel Jooste-Coetzee. He will be thrilled to know his efforts and willingness to go the extra mile made such a positive difference to your experience.
Kind Regards
The Spy Team
Punctual arrival and efficient handling…
Punctual arrival and efficient handling of the service. Price, however, is terrible.
17 September 2026
Reply from Spy Alarms
Dear Derek, Thank you very much for taking the time to leave us a 5 star review and for your kind comments.
I also appreciate your feedback regarding our pricing. I would be more than happy to discuss your concerns with you and explore how we can help. I have sent you an email, and if you could kindly let me know a convenient time for me to give you a call, I would really appreciate it.
I look forward to speaking with you soon.
Kind Regards
The Spy Team
Very helpful staff
1 October 2026
Reply from Spy Alarms
Dear Mark, Thank you for your review. We are pleased to hear that you found our staff helpful. Providing friendly and supportive service is what we strive for, and it is great to know we met your expectations. Thank you for choosing Spy Alarms and for taking the time to share your feedback.
Kind Regards
The Spy Team
Excellent friendly personable service …
3 September 2026
Reply from Spy Alarms
Dear Julian, Thank you for your kind review & 5 star rating! We are delighted to hear you received excellent, friendly, and personable service. Our team takes great pride in delivering a positive experience, so it is wonderful to know we made a good impression.
Kind Regards
The Spy Team
Easy appointments
It’s always easy to get a convenient appointment. All the engineers are very professional and courteous
28 September 2026
Reply from Spy Alarms
Dear Betty Dewar, Thank you for your review! We are so pleased to hear that booking an appointment is easy and convenient, and that our engineers have been professional and courteous. We really appreciate you taking the time to share your experience with the wider community.
Kind regards,
The Spy Team
Reply from Spy Alarms
Dear Stephen Corner, Thank you for taking the time to leave us a review. We are delighted to hear that you found our service efficient and friendly, and that everything was completed within the allocated time slot. We really appreciate your feedback.
Kind regards
The Spy Team
Service engineer was very thorough and…
Service engineer was very thorough and checked all systems.
1 October 2026
Reply from Spy Alarms
Dear Brian, Thank you for your 5 star review. We are so pleased to hear you were happy with the service and that our engineer carried out such a thorough check of your system. We appreciate you sharing your feedback with the wider community.
Kind Regards
The Spy Team
Operative polite and helpful to…
Operative polite and helpful to enquiries,and concerns.
3 August 2026
Reply from Spy Alarms
Dear Andy Hallliday, Thank you for your review. We are pleased to hear our operative was polite and helpful in addressing your enquiries and concerns. Thank you for choosing Spy Alarms.
Kind Regards
The Spy Team
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