We regularly receive requests from customers who want to move their system over to Red. A system ‘takeover’ simply means that Red will be responsible for the ongoing maintenance and servicing of your system, including any breakdown repairs, customer support and system upgrades. We will also advise you if the system is viable and qualifies for takeover.
Before we welcome you to Red., there are just a few things you should check:
- Some companies require you to sign up to a subscription service (Red Security® does not), so please check whether you are still tied into a contract and if so, whether you will incur a cancellation fee.
- Have you pre-paid for an annual service contract or police response service? If so, you may want to wait until this has been completed before moving to Red (whilst we’re happy to take over a system at any point, we’re also keen to ensure clients get value for money, even if that means staying with another company for a little longer).
- Has your existing/former company ‘locked’ your alarm panel? While this is frustrating, it is not illegal. Thankfully, we can usually re-programme your panel. In the unlikely event that this isn’t possible, or you cannot get hold of your existing company to unlock it (for example, if they’re unresponsive or have ceased trading), we will provide a replacement panel at cost price. Please note, we will never lock your panel without your explicit written permission (see our ethics policy below).
- Are you happy with the current system design and configuration? If you are looking for additional features or protection, it is usually more cost effective to do this during the takeover appointment.
Finally, every company has its own service policies and standards, and we encourage clients to research these carefully. We have outlined some of the key service standards and commitments we adhere to below:
The Red. Difference – Our Ethics and Service Standards
Fast response: We know there is nothing more frustrating than not receiving a response or waiting weeks for a site visit. As part of our award-winning service (see more here), we maintain strict Service Level Agreements (SLAs) that set out minimum correspondence response times, site visit response times and query resolution times. To date, we have a 99% adherence rate.
Free to leave: Such is our confidence in our service, Red Security® will never ‘lock’ your alarm panel without written consent, nor tie you into a contract, meaning you’re free to switch companies at any time with no release or unlocking fees or additional costs.
Fair and transparent: We do not operate ongoing subscriptions or contracts. Customers only pay for the equipment and fitting, which includes an annual service visit and 12-month warranty from the date of installation. Our onsite surveys are also free of charge with no obligation. A police response service is available for an annual fee.
Doing the right thing: The Red. promise means we will never replace parts or equipment unnecessarily. Only parts that are obsolete or faulty will be replaced and, in the interests of transparency, we will always provide you with the cost prior to undertaking any work. We also offer you the opportunity to donate your old equipment to charity (read more about our commitment to our communities).
Protecting the vulnerable: We operate a vulnerable customers policy that ensures we prioritise those customers deemed ‘at risk’ or in need of more urgent or intensive support. We can discuss your needs with you (or relevant carer) at time of takeover/installation.
For more information or to book a free survey, please call on us 01202 798 017.