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
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
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
I stupidly cut through a wire , setting off my alarm. Although i was able to switch off the noise, it needed fixing. Spy Alarms organised an engineer visit very quickly indeed. The engineer, Ken M, wa... See more
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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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We were really impressed with Spy…
We were really impressed with Spy Alarms. The service was efficient, the team especially Gary were friendly and knowledgeable, and everything was handled with professionalism from start to finish. The inspection was smooth, the system works perfectly, and the staff made the whole process easy and stress‑free. A reliable company that clearly takes pride in its work — highly recommended.
October 14, 2026
Reply from Spy Alarms
Dear Saban, Thank you for taking the time to leave such a wonderful 5 star review. We are pleased to hear that you were impressed with the service you received from Spy Alarms. It is fantastic to know that Gary and the team provided a friendly, knowledgeable, and professional experience from start to finish, and that the inspection process was smooth and stress free.
We take great pride in delivering reliable service and ensuring our customers feel supported every step of the way, so your feedback means a great deal to us. Thank you for your recommendation.
Kind Regards
The Spy Team
They arrived early in the morning which…
They arrived early in the morning which was good and dealt with the servicing and whatever it was that had caused the problem I had quickly. Been with Spy Alarms for decades which speaks for itself
October 23, 2026
Unprompted review
Reply from Spy Alarms
Dear William, Thank you for taking the time to leave us such a lovely review and for your loyalty over the years. We are delighted to hear that the issue was resolved quickly and that the servicing was completed efficiently. Long standing customers like you mean a great deal to us, and the fact that you have chosen Spy Alarms for decades is truly appreciated. We look forward to looking after your security for many more years to come.
Kind Regards
The Spy Team
Agent arrived on time
Agent arrived on time, was pleasent and friendly throughout the visit and quickly completed the servicing required.
August 19, 2026
Reply from Spy Alarms
Dear Keith, Thank you for taking the time to leave such a lovely review. We are so pleased to hear that the service was completed quickly and efficiently, and that our engineer made the visit a positive experience for you. We always strive to deliver a friendly, professional service as standard, it is great to know that this was reflected in your experience.
Kind Regards
The Spy Team
Attended promptly
Attended promptly. Very helpful and friendly engineer who did a good job with no mess.
October 12, 2026
Reply from Spy Alarms
Dear Philip, Thank you for taking the time to leave us such a lovely review. We are pleased to hear that our engineer provided a friendly, helpful service. It is great to know the work was completed to a high standard and that everything was left clean and tidy afterwards.
We will be sure to pass your kind feedback on to the engineer, as recognition like this means a great deal to our team.
Kind Regards
The Spy Team
Friendly and good service
Arrived on time and messaged his ETA. Friendly attitude and informative explaining what he was doing. Took the initiative to move the bell to a better location.
October 13, 2026
Reply from Spy Alarms
Dear Ali, Thank you so much for your wonderful feedback. We are delighted to hear that your engineer kept you updated on his arrival, took the time to explain everything clearly, and made a positive impression with his friendly approach. It is especially lovely to hear that he took the initiative to relocate the bell to a better position. Our team always aims to go the extra mile where they can, so we are thrilled this was appreciated. Thank you again for taking the time to share your experience. We will be sure to pass on your kind words to the engineer involved.
Kind Regards
The Spy Team
The service provided was very efficient.
October 13, 2026
Reply from Spy Alarms
Dear George, Thank you for taking the time to leave us a brilliant review & for taking the time to share your experience with the wider community. We are delighted to hear that you found the service efficient. Our team works hard to provide a smooth and professional experience, so it is wonderful to know we met your expectations.
Kind Regards
The Spy Team
Engineer arrived on time and was…
Engineer arrived on time and was professional in everything he did
October 8, 2026
Reply from Spy Alarms
Dear Susan, Thank you for taking the time to leave us a fantastic 5 star review. We are pleased to hear that your engineer provided a professional service throughout the visit. Our team works hard to deliver a high standard of service, so it is great to know your experience reflected this.
Kind Regards
The Spy Team
Annual Maintenance
Had annual maintenance undertaken. Apart from confusing text message about engineer arrival time, he arrived within a reasonable time and undertook the service efficiently, gave good advice, was tidy and a pleasant worker.
October 16, 2026
Unprompted review
Reply from Spy Alarms
Dear Neil, Thank you for taking the time to leave us such a lovely review. We are delighted to hear that your engineer arrived within a reasonable timeframe and that you found him friendly, professional, and helpful throughout the visit.
Carrying out a thorough service, and treating our customers homes with care are all things we pride ourselves on, so it is wonderful to know this was reflected in your experience. We also appreciate your feedback regarding the arrival text messages, and we will certainly take this on board as we continue looking for ways to improve our service. Thank you again for your kind words and for taking the time to share your experience with the wider community.
Kind Regards
The Spy Team
Very poor service
I recently became a customer of Spy when my existing security company sold their business to them. At my recent request Spy sent an 'engineer' to service my alarm system; he spent 2.5 hours performing the service, which usually took 30 minutes with my old supplier, almost all of the time on his mobile to the office asking how to do it, and I still have problems with the system connecting via the internet. My opinion of Spy from this first encounter is rock bottom, and unless I can get them to respond to my 3 emails I intend to seek an alternative alarm security company!
September 25, 2026
Unprompted review
Reply from Spy Alarms
Update 19/10/2026 - Dear Roger, thank you for taking the time to speak with me and for giving me the opportunity to put things right for you. It was a pleasure assisting you, and I am pleased I have been able to arrange for your annual service to be revisited this week. As discussed, I have sent you an email with the proposed appointment date and look forward to your confirmation. In the meantime, please remember you have my direct contact details should you have any questions or concerns. I will be more than happy to assist you.
Kindest Regards
Becky de Beer
Customer Care Manager
Spy Alarms
Dear Roger, Thank you for taking the time to share your feedback, although it was disappointing to read. I am very sorry to learn that your experience with us has not met the standards you expected, particularly regarding communication and the recent service visit. I completely understand how frustrating this must have been, especially as a new customer. Having reviewed your account, I can see that my colleague has explained why an alternative engineer attended instead of your usual engineer on this occasion. However, I am particularly concerned by your comments regarding unanswered emails, as this is not the level of service we strive to provide. I would welcome the opportunity to investigate this further and understand what has happened. I would also like to arrange for your usual engineer to revisit your property to investigate the ongoing issue with your alarms internet connection and ensure everything is functioning as it should. I would like to reassure you that our engineers are never working in isolation. They have direct access to our office based technical support team, who are former engineers themselves. If an engineer requires additional assistance or advice relating to a system while on site, they can speak directly with our technical team to ensure they have the support needed to achieve the best possible outcome for our customers. I appreciate that this has not been the positive introduction to Spy Alarms that either of us would have hoped for. I would very much like the opportunity to put things right and rebuild your confidence in us. I have called and left you a voicemail this morning and have also followed up by email. If you could kindly get in touch, or let me know a convenient time for me to return your call, I would be happy to personally oversee your case and work towards a resolution.
Thank you for your time and I look forward to hearing from you.
Kindest Regards
Becky de Beer
Customer Care Manager
Spy Alarms
System upgrade included the cloud…
System upgrade included the cloud connection that only worked intermittently and required 4 further visits before it was disconnected.
System now works without dropouts
October 5, 2026
Reply from Spy Alarms
Dear Customer, Thank you for your feedback. We are sorry the cloud connection included with your system upgrade did not work as it should and that it took several visits to get to the bottom of the issue. We understand how disappointing that must have been. We are really pleased to hear that your system is now working reliably without any dropouts. Thank you for your patience while we worked through the problem and for giving us the opportunity to get it resolved.
Kindest Regards
The Spy Team
Annual service
Paul the engineer did a thorough service of the system and confirmed all was in good working order;a very reliable firm.
October 15, 2026
Unprompted review
Reply from Spy Alarms
Dear Colin, Thank you for taking the time to leave us such a lovely 5 star review. We are pleased to hear that Pauls visit gave you confidence that your system is operating as it should. Thank you for your kind comments about both Paul and Spy Alarms. We truly appreciate it.
Kind Regards
The Spy Team
The engineer who came was very…
The engineer who came was very efficient and helpful.
September 16, 2026
Reply from Spy Alarms
Dear Ann, Thank you for taking the time to leave us a fantastic 5 star review. We are pleased to hear that the engineer who visited was both efficient and helpful. We aim to provide excellent service to our customers, so it is wonderful to know this was reflected in your experience.
Kind Regards
The Spy Team
Slow attention and repair
It took 3 calls and one failed engineers call and 4 days to get a defective battery changed and yes we have a maintenance contract.
September 18, 2026
Reply from Spy Alarms
Dear Neil, thank you for bringing this matter to our attention. I am sorry to hear that your experience fell short of the standards we aim to deliver. I completely understand your frustration at having to make three calls, experience an unsuccessful engineer visit, and then wait four days for a battery replacement to be completed. Thank you also for your time on the phone today. I am grateful for your honest feedback and the opportunity to discuss your experience in more detail. As discussed, I will be looking into what happened and sharing my findings with the relevant manager to ensure they are fully aware of your experience. It is important that we learn from where we went wrong so that we can continue improving the service we provide to our customers. I have also followed up with an email, and please feel free to reach out to me directly if I can be of any further assistance. Thank you again for bringing this to my attention and for taking the time to speak with me this morning.
Kindest regards
Becky de Beer
Customer Care Manager
Spy Alarms
The technician helpful and did a good job
The technician did a good job, but only after the appointment had been cancelled twice at short notice
October 2, 2026
Reply from Spy Alarms
Dear Keith, Thank you for taking the time to speak with me this morning. I really do appreciate it. I was keen to personally apologise for your experience with the last minute cancellations to your service appointments. While there are occasions when engineers may be taken ill on the day or experience unavoidable delays on previous jobs, we should be doing everything we can to accommodate customers who have already been rescheduled, and I am sorry that this was not your experience.
I am pleased to hear that, once the visit went ahead, the technician was helpful and completed the work to a good standard. I have added a note to your account to make our scheduling team aware of your experience so that this can be taken into consideration moving forward. I have also followed up with an email following our conversation today. Thank you again for your time and feedback. Should I be able to assist you with anything in the future, please do not hesitate to reach out.
Kind Regards
Becky de Beer
Customer Care Manager
Work arranged before agreed…
Work arranged before agreed date.Helpful. All okay accept original fob for opening and closing did not work
September 28, 2026
Reply from Spy Alarms
Dear Keith, Thank you for taking the time to speak with me today. It was lovely speaking with you. As discussed, I hope the recommendation regarding your spare fob resolves the issue for you. If not, please feel free to get in touch with me directly using the contact details in my email, and I will be more than happy to help arrange a new one for you. In the meantime, if there is anything else I can assist with, please do not hesitate to reach out.
Kind Regards
Becky de Beer
Customer Care Manager
Spy Alarms
The engineer was great
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
September 14, 2026
Reply from Spy Alarms
Dear Richard, Thank you for taking the time to leave us a review. I am pleased to hear that our engineer was very helpful, professional, and provided a great service experience.
I am sorry, however, to hear about the confusion regarding the replacement battery charges. I can see that our Service Department has confirmed that battery replacements are included within your contract. To help prevent this from happening again, I have added this as an active entitlement on your account, which will ensure our system recognises that batteries are covered and does not automatically generate an invoice following a battery change. Whilst I am pleased our engineer left such a positive impression, I appreciate your feedback regarding the battery issue and understand why this affected your overall rating.
Kind Regards
Becky de Beer
Customer Care Manager
Spy Alarms
Satisfied customer
Efficient, thorough service completed by a knowledgeable, conscientious engineer. Satisfied customer.
September 21, 2026
Reply from Spy Alarms
Dear Catrin, Thank you for your fantastic 5 star review. It is wonderful to hear that our engineer provided a thorough and efficient service while demonstrating the knowledge and care we aim to deliver on every visit. We really appreciate your support and are delighted that you were happy with your experience.
Kind Regards
The Spy Team
All worked as planned
All worked as planned, including replacement batteries and checking the whole system. Very approachable engineer.
September 18, 2026
Reply from Spy Alarms
Dear Christine, thank you for taking the time to leave us a review. It is wonderful to hear you found our engineer approachable and that they took the time to thoroughly check your system. Providing a friendly, professional service while giving our customers confidence that everything is working as it should is what we aim for.
Kind Regards
The Spy Team
Arrived on time and courteous.
October 9, 2026
Reply from Spy Alarms
Dear Jill, Thank you for taking the time to leave us a review. We are very pleased to hear our engineer was courteous and professional throughout the visit. We really appreciate your feedback and thank you for choosing Spy Alarms.
Kind Regards
The Spy Team
The engineer was prompt. But ill informed.
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 it, the monitoring service was triggered as it had not been understood that the alarm is monitored.
October 13, 2026
Reply from Spy Alarms
Dear JK, Thank you for taking the time to share your feedback. We are pleased to hear that our engineer was prompt, polite, and pleasant throughout the visit. We do, however, appreciate your comments regarding his familiarity with the equipment and the confusion around the monitoring aspect of your system. While we are glad he persevered and successfully completed the installation, we understand that this should have been a smoother experience from the outset. We also apologise for the monitoring service being triggered during testing due to the misunderstanding. Your feedback is valuable and will be shared with the relevant team to help us improve both our preparation and communication in similar situations. Thank you again for your patience and understanding, and for recognising the engineer's determination to get the job completed successfully.
Kind Regards
The Spy Team
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