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
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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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Efficient
Efficient, polite and friendly -thank you Sergio (in customer service.)
24 September 2026
Unprompted review
Reply from Spy Alarms
Dear Daniel, thank you very much for your fantastic review and kind words. We will be sure to pass on your thanks to Sergio.
Kind Regards
The Spy Team
Fast efficient and friendly service
Fast efficient and friendly service
21 September 2026
Unprompted review
Reply from Spy Alarms
Dear Julian, thank you very much for taking the time to rate our services as 5 stars, and for your kind words.
Kind Regards
The Spy Team
Excellent in all aspects
4 September 2026
Unprompted review
Reply from Spy Alarms
Dear Alastair thank you very much for taking the time rate our services as 5 stars, and for your fantastic commentary.
Kind Regards
The Spy Team
All round excellent job
Clearly knew what he was doing, no trouble at all to have in the house, service carried out without mess and very rapidly. Excellent.
28 August 2026
Unprompted review
Reply from Spy Alarms
Dear Kim, thank you for your wonderful feedback. We are delighted to hear that you were pleased with the service. It is great to know that our engineers professionalism, and efficiency made the experience hassle free, and that the work was completed quickly and tidily. We really appreciate your kind words.
Kindest Regards
The Spy Team
Had a good experience
Had a good experience due to the very helpful tech support from one of the technical team, Ivelin. Thanks.
28 August 2026
Unprompted review
Reply from Spy Alarms
Dear Toby, thank you very much for taking the time to rate our technical services as 5 stars. We will be sure to pass your kind feedback on to Ivelin.
Kindest Regards
The Spy Team
the after sale service is hilarious
Great company for Sales and installation with competitive quotes. Once you have done the installation however, its a different story. they mark up 300% on things like batteries for smoke detectors. they billed us a call out charge and 1 hrs labour to change 6 batteries in 2 smoke detectors - total bill to come and change 6 batteries £371.00. They then happily chalked off the labour charge when I complained. They then proceeded to send me a quote of £931 + VAT to change batteries in 16 smoke detectors in the building as a recommendation, charging each battery at 14+VAT which is available on line for 3.88+VAT, they also added 3 hrs labour to change the batteries on the smoke detectors. Ill update you as the saga continues.
26 August 2026
Unprompted review
Reply from Spy Alarms
Dear Vaibhav, thank you for taking the time to share your feedback. We are pleased to hear that you were satisfied with our sales process, installation service, and competitive pricing.
I am however, disappointed to learn of your concerns regarding the quoted and invoiced maintenance work. We take transparency in our pricing very seriously and would never intentionally overcharge our customers. Our quotations and service charges reflect not only the cost of materials, but also factors such as engineer time, travel, administration, compliance requirements, and the level of service provided. Following your concerns regarding the initial invoice, we reviewed the charges and agreed to remove the labour element as a gesture of goodwill. We appreciate that there may still be a difference of opinion regarding the pricing of replacement batteries and associated maintenance work, and we would welcome the opportunity to discuss this with you directly to ensure all costs and recommendations are fully explained.
I have already reached out to you directly and requested a convenient time to call so that we can discuss your concerns in detail, answer any questions you may have, and work towards a satisfactory resolution.
Thank you for your time & I look forward to hearing from you.
Kindest Regards
Becky de Beer
Customer Care Manager
Efficient and well mannered engineer
Efficient and well mannered engineer. On time and pleasant to deal with.
21 August 2026
Unprompted review
Reply from Spy Alarms
Dear Stan, thank you taking the time to rate our services as 5 stars we really appreciate it. We will be sure to pass on your kind feedback.
Kind Regards
The Spy Team
After a few mishaps initially
After a few mishaps initially, either a communication problem with a particular engineer or an engineer not having enough time to call on an appointed time, the Customer Service Team ie Norman and Lionel, worked so hard to rectify my experience and problem with my alarm. Daniel the engineer was excellent as he was so professional and so good in explaining everything to us.
We feel that the above mentioned deserves praise to sort out things when they go wrong.
21 August 2026
Unprompted review
Reply from Spy Alarms
Dear Clair, Thank you for taking the time to share your experience. We are sorry to hear that there were some issues at the start of your journey with us, but we are delighted that Norman and Lionel were able to step in and help resolve the situation and restore your confidence in our service. It is also wonderful to hear your praise for Daniel. We will be sure to pass on your kind words about his professionalism and the clear explanations he provided during his visit. We truly appreciate your recognition of the team's efforts to put things right when challenges arise. Your feedback means a great deal to us and will be shared with Norman, Lionel, Daniel, and their managers.
Thank you again.
Kind Regards
The Spy Team
Poor service- 3 times they been to us…
Poor service- 3 times they been to us to fit CCTV- bodges the cable fittings- left a mess of cables and cuttings, never cleared up- complained 5 days ago and still haven’t rectified it- still have no cameras, the issue is I have used them for 5 years on my maintenance contract, but no more- really disappointed with them
14 August 2026
Unprompted review
Reply from Spy Alarms
Dear LC, Thank you for taking the time to share your feedback, although it was a very disappointing read. I am sorry to hear about the concerns you have raised and appreciate the opportunity to address them. I understand the points you highlighted regarding your experience, and I can appreciate the frustration and inconvenience this has caused you. Please be assured that your feedback has been taken seriously and has been reviewed with the relevant team. I am aware that one of our Team Leaders spoke with you yesterday and arranged a return visit for Wednesday afternoon to address the outstanding matters. I also understand that a follow-up email was sent, providing an explanation of the situation and offering our sincere apologies for the frustrations caused.
While we hope the arrangements made will resolve your concerns, please let me know if there is anything further I can assist you with in the meantime. I will also be reaching out to you directly. However, you are more than welcome to contact me should you require any additional assistance or wish to discuss the matter further.
Thank you for bringing this to our attention. I look forward to hearing from you.
Kindest regards
Becky de Beer
Customer Care Manager
Spy Alarms
Lee quickly resolved my challenges
Lee quickly resolved my alarm activation issues by calmy talking me through the necessary coding on my control board. Thanks so much.
Will
14 August 2026
Unprompted review
Reply from Spy Alarms
Dear Will, Thank you for your wonderful feedback & 5 star rating! We are delighted to hear that Lee was able to quickly resolve your alarm activation issue and guide you through the control board coding. We will be sure to pass on your kind words on to him.
Kind Regards
The Spy Team
Phone call to customer service was very…
Phone call to customer service was very efficient and clear with a quick reply and very informative instructions to reset my alarm… thank you
13 August 2026
Unprompted review
Reply from Spy Alarms
Dear Sylvia Trevis, thank you for your wonderful feedback. We are delighted to hear that our technical team was able to assist you efficiently and provide clear, informative guidance to help you reset your alarm. Thank you for taking the time to share your experience with the wider community.
Kind Regards
The Spy Team
An awful company...
An awful company ! When they installed a new alarm, they advised us to purchase what we subsequently found were unnecessary add-ons, as recommended by a very pushy and somewhat inappropriate salesman (we should have spotted a rat them!). They subsequently installed an incorrect sensor, put another in an outbuilding out of wireless range which needed further visits to rectify - which they delayed and, in the meantime, exposed us to the potential theft of several thousand pounds - and cancelled maintenance visits on the day! We have since had a burglar alarm installed at our daughter’s home by Verisure, who have provided both a far superior service and product, as opposed to Spy Alarms which installed a flaky system with frequent, annoying spurious panel alerts, despite their (virtually non-existent!) service. Read the small print of their Service contract carefully - it states that the duration of the maintenance contract is “…for a fixed term of two years continuing thereafter from year to year unless terminated by either party…” However, following yet another cancelled service visit, when we tried to get rid of Spy Alarms as you have to do so “ …giving to the other not less than three months’ notice in writing either prior to the first or any subsequent anniversary, of the Completion Date”, despite their serial failures to fulfil their obligations they then sent us a most unpleasant e-mail threatening to initiate a county court claim against us. Whilst some people may be satisfied with a so-so burglar alarm and unreliable installation and maintenance, for those of you looking for something better to protect your home please look at alternative installers before considering this company …
13 August 2026
Unprompted review
Reply from Spy Alarms
Dear WB, Thank you for taking the time to leave such detailed feedback. I am very sorry to read about your experience and appreciate you highlighting the concerns you have raised regarding the sales process, installation, service visits, maintenance support, and communication surrounding your contract.
I understand your frustration, particularly regarding the issues you describe with the sensor installation, the delays in rectifying faults, cancelled maintenance appointments, and the results this had on your confidence in the security of your property. I also appreciate your comments about the alarm alerts and your comparison with the experience you have since received elsewhere.
Unfortunately, I am unable to identify or allocate your account from your review username, so I cannot look into the specific circumstances surrounding your installation, service history, or the correspondence you have referenced. I would very much like the opportunity to review the matter thoroughly and understand what happened. Please could you kindly contact me directly at b.debeer@spyalarms.co.uk with your account details, and I will personally look into the points you have raised, including the installation concerns, service visit cancellations, and contract cancellation terms. I really appreciate your feedback, and I look forward discussing your experience further and work towards a resolution that works for you.
Kindest Regards
Becky de Beer
Customer Care Manager
Spy Alarms
Great Service
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.
4 August 2026
Unprompted review
Reply from Spy Alarms
Dear Debbie, Thank you for your wonderful feedback! We are delighted to hear that Ivo was able to get everything up and running for you quickly. We will be sure to pass on your kind words.
Kind Regards
The Spy Team
Lee and the team took time to…
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. Much appreciated.
7 August 2026
Unprompted review
Reply from Spy Alarms
Dear Anne, Thank you for your wonderful feedback. We are delighted to hear that Lee and the team took the time to understand your enquiries and provide expert advice on our services and devices. It is great to know that your concerns were resolved efficiently and within a short timeframe. We will be sure to share your feedback with Lee and the rest of the team.
Kind Regards
The Spy Team
Very good sorted out problem in no time
Very good sorted out problem in no time
6 August 2026
Unprompted review
Reply from Spy Alarms
Dear James, Thank you for taking the time to rate our services as 5 stars. We are pleased to hear that we were able to sort out the problem quickly for you, your feedback is greatly appreciated. We are always here to help whenever you need us.
Kind Regards
The Spy Team
Had a call back from a technician who…
Had a call back from a technician who was very helpful.
Ivo was his name.
He guided me through getting the parameters changed and back connecting to my router again.
The only downside with Spy Alarms is the outsourcing of the call centre to South Africa.
I waited ten minutes on hold to the worst music ever.
Who chooses call centre music?
Is it to get you to hang up 😀
All good once you get to a technician though.
Thanks Ivo
4 August 2026
Unprompted review
Reply from Spy Alarms
Dear John Brooks, Thank you for taking the time to leave us a 4 star review. I am so pleased to hear that Ivo was able to assist you and guide you through updating the parameters and reconnecting to your router. I will be sure to pass your kind comments on to him. I also appreciate your feedback regarding your time on hold. While we are a customer service team rather than a call centre, I understand how important the overall customer experience is. I will take your comments on board, and I will discuss the hold music with our Technical Officer to ensure we are choosing something a little more customer friendly in future.
Thank you again for your feedback and for recognising the support you received from Ivo.
Kindest Regards
Becky de Beer
Customer Care Manager
Spy Alarms
Prompt and courteous service
Our service engineer Danny called ahead and arrived exactly on time. he was polite, courteous (put on over-shoes before entering the property) and did the service with professional efficiency.
Thank you spy Alarms!
29 July 2026
Unprompted review
Reply from Spy Alarms
Dear Pete R, thank you for your fantastic 5 star rating following your recent service visit from Danny. We are delighted to hear you were pleased with the service provided, and we will make sure your kind comments are passed on to him.
Kind Regards
The Spy Team
I had my annual service today with…
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 made some really helpful configuration changes. Can't recommend enough. Thanks very much Barry!
29 July 2026
Unprompted review
Reply from Spy Alarms
Dear Deniz Tanay, thank you for your fantastic review & rating.
We are delighted to hear that Barry provided such excellent service and shared his expertise. We will be sure to pass on your feedback. Thank you again for sharing your experience with the wider community.
Kind Regards
The Spy Team
Terrible Appointment Scheduling
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 thoroughly dissatisfied with their service. They only need to visit twice a year and they can’t even do that. I will be changing to a different alarm provider.
28 July 2026
Unprompted review
Reply from Spy Alarms
Dear Anna Boden, Thank you for bringing this matter to our attention. I would like to sincerely apologise for the frustration and inconvenience caused by the repeated appointment cancellations. I completely understand how disruptive it is to rearrange meetings and your schedule to accommodate our visits.
I have called and spoken with your tenant this morning and offered my most sincere apologies for the inconvenience caused. I have also proposed a solution to have this matter rectified promptly and will be able to provide the return appointment date very shortly. In addition, I have sent you a detailed email outlining the solution and the steps I will be taking to resolve this issue for you.
To ensure everything has been addressed to your satisfaction, I will add a diary note to personally follow up after the visit and confirm that you are happy with the outcome.
We value your business and I really do not want to lose you as our customer. Please do let me know in your email response if there is anything further that I can assist you with. I really appreciate the opportunity to put this right and restore your confidence in our service here at Spy Alarms.
I look forward to hearing from you.
Kindest Regards
Becky de Beer
Customer Care Manager
Spy Alarms
Comprehensive annual service and very…
Comprehensive annual service and very helpful guidance from Chris on software update and mobile connection. Thank you Spy team.
24 July 2026
Unprompted review
Reply from Spy Alarms
Dear William Harmer, thank you very much for taking the time to rate our services as 5 stars. We really appreciate it.
Kind Regards
The Spy Team
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