Your Questions Answered

Defence Security Systems have been in business for over 25 years so you can imagine that we have been asked plenty of questions over this time. Here's our top 20. Of course if you have any other questions we would be delighted to answer them.

General

Why should I use Defence Security Systems?

For over 25 years, we have been providing customers with excellent service and peace of mind. We have built our business on recommendations - thousands of satisfied customers who recommend us to their friends and family.

You tell us that quality service and products, flexibility and understanding are important to you. That's exactly what we deliver!

What is a Radio System?

A Radio System is 'wire free'*. That means no cables clipped to walls and skirting boards, and no need to lift floorboards or carpets. The advantage is a quick clean installation - hassle free - in your home.

* There will be a cable connecting the control panel to a power source and the telephone line. For more technical information, please refer to the brochure.

Is the Radio System reliable?

The Defence Homelink System is a leading radio security system which has been installed into thousands of homes across Europe.

Each high-specification unit is designed to use its own FM frequency to transmit and receive signals. The frequency is protected from interference and each detection device is assigned a unique code, making each system totally secure with complete integrity.

Added to this, the Defence Security Systems annual preventative maintenance visits will ensure optimum performance.

What does NSI mean?

NSI stands for the National Security Inspectorate. This is an independent, not-for-profit approvals body providing inspection services for the security and fire industries.

For over 30 years, NSI has been protecting the customer through insisting on the highest standards and operating the toughest inspection regime. Companies are inspected regularly, by highly qualified, full-time inspectors, to prove their ongoing delivery of the highest standards. NSI's Customer Care support process reinforces the reliability and integrity of the companies it inspects.

All NSI schemes exceed the appropriate requirements of the Police, Fire Service and Insurers.

NSI have three levels of accreditation. Gold, Silver and Bronze. Defence Security Systems are proud to have achieved Gold NSI standard - the level for companies who consistently meet the industry's highest standards through ISO9000 Quality Management as well as the relevant British and European Standards. For more information see: www.nsi.org.uk

Can I trust the engineer in my house?

As part of our NSI standard, all personnel, from engineers to administration staff, system designers to managers, are security screened and employment references are required and followed up for the previous fifteen years.

Will there be disruption to my home?

As for most installation work - even just putting in a phone line, there is some disruption. However, our reputation is built on attention to detail. All engineers carry vacuum cleaners and dust sheets and at the end of each installation they will ask you to sign a 'customer satisfaction document' with tick boxes for cleanliness. More importantly - we want you to recommend us for a job well done as well as clean and tidy workmanship.

What happens if I want to decorate?

No problem, should you need to move the control panel we recommend an engineer to attend to deal with the system. In most instances you can easily remove and re-install devices, however if you need assistance you can contact our technical support phone line for help and advice.

What happens if I move home?

If you move home we can remove and re-install the system in your new property, which can be arranged at a time in the move process to suit you (a charge will be made for this service). Alternatively if the new homeowners wish to keep the system in place we are happy to discuss a new agreement with them.

ORDERING

Monthly payment scheme or purchase?

Monthly Finance payment scheme is our most popular option. There may be an initial one-off fee for installation, thereafter there is a monthly charge (to be paid by direct debit) which is from as little as £16.99 per month* this provides you with a contract number, one annual service, free equipment replacement, 24hr support line and 24hr monitoring and engineer response. The minimum term for a monthly payment scheme is 5 years.

Purchase: To buy the system outright, there is an initial charge which will cover the purchase and installation fee, thereafter a monthly service charge (to be paid by direct debit), this provides you with a contract number, one annual service, free equipment replacement and 24hr support line. The 24hr engineer response service will incur a call out fee.

Can I cancel?

Yes - whether it is an outright purchase or a rental system you can cancel up till 24hours before the installation is due to commence.

Once a rental system has been installed, there is a minimum term of 5 years. Should the agreement be cancelled during the term a Defence qualified engineer will remove the equipment and a penalty charge will be levied for cancellation within the period - usually the remaining term.

INSTALLATION

Can I choose an Installation date?

Yes - We will pre-book an installation date that suits you and the work will be carried out during the hours of 9am - 5pm Monday to Friday.

Do I have to be there when the engineer attends?

We prefer the homeowner to be there - at least for the first half hour. This will allow our fully trained engineer will 'walk & talk' you through the system, giving you the opportunity to agree where devices and the control equipment are going to be fitted. You will be asked to sign a design agreement form prior to the work commencing.

How long will an Installation take?

The time will depend on the size of the property and the extent of the system to be installed. Our installations are wire free (the only cable we install is for power and the telephone line) so it is quick and no-fuss. Usually the time involved is from half a day up to a full day*.

* (In the case of a large property you will be advised when the installation date is confirmed).

How is the system powered?

The control unit requires a power source - the same as a TV or a kettle. We will need to run a cable from the power source to the Defence Homezone control unit. The availability of power may dictate where we locate the control unit. Our engineer will advise you of the best solution.

Can I extend the system after Installation?

Yes - the system is very flexible and can be added to easily. For example you may want a caravan protection unit or protection for a new shed or out-building to be added. And should you construct an extension we can easily add to the system.

SERVICE

What happens if my system has a fault?

The control unit will advise you if there is a fault. If you are away from home, you will be alerted through your mobile phone. In the event of a problem, your initial call will be to our '24hr 7 Day' help line - you will be advised of the corrective action and if necessary and an engineer will be asked to attend.

What does the annual service include?

An appointment will be made and a Defence Engineer will attend to service the system giving it "A full system health check". The control unit will be tested, serviced and all devices will be tested to ensure correct operation. Batteries will be replaced free of charge. This is also an opportunity to ask any questions or discuss adding features to the system, etc

SIGNALLING

How does the system communicate?

The system has a built in communication device. We can connect this to your home phone line with a cable from your control unit to your phone point. Once connected a pre-recorded message can be sent to an Alarm Monitoring Centre or three programmed numbers (including mobile phones) advising of system operation.

A radio telephone transmitter (GSM) unit can be installed as an additional option to your control unit. This will allow SMS (text) signals to be sent to the monitoring centre or other devices. The GSM unit and SIM card are an additional cost.

What will communications cost?

Your control unit acts as a standard phone when connected to your telephone line, so you will pay your standard rate on your normal phone bill.

GSM calls are charged at a higher rate. Defence Home Security can provide the SIM card at an additional charge, but this will need to be confirmed at the time of order.

What happens if I am not satisfied?

Customer satisfaction is always our priority. If you are dissatisfied, for any reason, we want to know as soon as possible - so we can correct any issue.

You can contact us either on our: freephone number 0800 083 4351 or send an email to our support team at customersupport@defencesecurity.co.uk

We will respond appropriately within 24hrs and assess any corrective action needed directly with you.

Our business has been built on customers introducing us to new clients. Satisfied customers are a vital part of our business.