Spy Alarms Reviews 

I had a careful guide through the control system. We re-established the internet connection and reset the failure warning and now the system is working properly and signalling to Spy. thank you

Great system and service. Never an issue. Thanks to Ivo who sorted an issue with me today and the other very friendly staff.

Very kind and thoughtful

This business has shifted from being interested in customer security to interested in customer wallets. They bill enthusiastically, without fixing problems. The staff never return calls, their admin systems dont work. They installed my mother in laws alarm two years ago and it doesnt work. The technician said its because they have cut costs - and no longer buy the right batteries.

NOTE: I was surprised they called me this morning (see their comment below) but note that it followed my bad review (not my many requests for someone to make contact). This company appears to be buying up well run privately owned alarm companies to gain scale and remove costs for them via shared administration. The problem is that their admin systems don’t work well so the customer gets terrible service.

The flip side of this is that they are also more expensive than the small alarm companies they buy up. I got a local alarm company to take over from them. He knew the systems, had been working on servicing alarms for over 30 years. He quickly identified what needed to be done, quoted me for the repair we needed. The quote was exactly one third what Spy wanted.

We now believe that Spy had failed to update our monitored system when BT went digital - so our alarm was unable to connect to the monitoring company (and if this is the case, then our monitored system has not worked for some years).

Another episode - Spy put an engineer code on the system which blocks other engineers from servicing. They now want £280 to remove the code! This is clearly a restrictive practice with a disproportionately high charge - something which may be challengable in court.

Was a bit worried that my panic button was not working. Spoke to Lee on the phone who helped sort things out for me calmly and effectively.

Run don’t walk away from this company. Absolutely everything they did for us was poor, from invoicing and arranging visits to communication. We eventually terminated the contract which took some doing as their Senior Customer Care Specialist had to be chased constantly to respond. Staggeringly, even after we terminated, they transferred our monitoring to a new company. Needless to say they continued to charge us long after termination despite the appalling service.

Had a problem with alarm and app after switching over phones and WiFi provider.
Lee called me as arranged but something came up and he advised to call back.
Called back. Got straight through and both issues were sorted within a minute !!
Really helpful guy and fab customer service

Telephone assistance from the Technical Team was fast & helpful to enable a short code to be set up to our Eaton Security app following the purchase of a new mobile for my wife

Engineer arrived on time and carried out the service checks efficiently. All good.

Spy Alarms look after my intruder alarm very well. They are pleasant to deal with and accommodating. The engineers are very professional and knowledgeable.

I wrote a damning review on 23rd December 2025, about the service or lack of it regarding invoice being raised invoice and yet no service was carried out. Eventually, the issue was resolved after I had made up my mind to depart with their services and after umpteen phone calls and emails
I received a reply apologising error on Spy Alarms invoicing system and their service department. The email was followed up with a phone call from their Senior Customer Care Specialist, one Becky de Beer. She was very apologetic and very professional. She understood the problem and the stress the issue had caused. She agreed to compensate me in a token way, nonetheless it is very much appreciated. I hope the company employ more personnel like Ms de Beer. let us see what pans out in the future but at least now the issue is resolved, I am continue to be their customer much satisfied then I was on 23rd December.

The first person who answered the call was Celia, great telephone manner, who took our details and asked a tech guy to call us back. He called us back within a couple of minutes. We spoke to Lee who guided me through what to do to sort the problem we had with our app for our CCTV and within minutes, all was working again. Great tech team and customer service. Thank you again.

I booked a service before Christmas and was told it would be the afternoon of 5 January. I was previously with Octagon that Spy Alarms bought. At 3.15 pm on 5 January I get a call to say the engineer cannot make it due to overbooking/job overrunning. The earliest they could reschedule for me on a day that works for me (Monday or Friday) is 2 February. The fact I've sat in all day and get a call at 3.15 p.m. to say not showing up and that a rescheduled appointment is a month away is simply not good enough. I've got an invoice in my inbox seeking payment and will not be until the job is done. This never happened with Octagon who were good as gold.

Shocking company all they think about is money . please avoid every engineer I’ve spoken to have said not happy
To many managers and head office is just a call centre.
They bought the company I was with and they was brilliant. Ever since just gone downhill.
I will be cancelling with spy next week and can not come quick enough. Even if they offer a discount still won’t stay.

We have a system that you can operate remotely and I got a new phone recently and for the life of me, I couldn't remember the passwords / access codes. I put a call through and Ivo from their technical team was able to talk me through what I needed to do. Great experience and he was so very helpful.

I’m really disappointed with my experience so far.

The CCTV and intruder alarm system was installed in July, and an issue was identified as early as October. Since then, I have spoken to and hosted multiple engineers (well over five visits/calls), carried out repeated system resets, and spent a significant amount of time chasing updates — yet the issue remained unresolved for nearly two months.

What has been most frustrating is that:

The problem was not identified during the original survey

It took a long time for the root cause to be properly diagnosed

Communication and follow-up have been very poor

Engineer visits were booked without checking whether quotations had been internally approved

I am now being asked to proceed with additional equipment to extend the signal. While I am unhappy that this wasn’t identified during the initial survey, I agreed to proceed anyway just to get the system working. Even after agreeing and chasing multiple times, the quotation has remained stuck internally, and nothing is progressing — with no clear updates or ownership.

At this point, the system is still not fully resolved, we are approaching the Christmas period, and I am left repeatedly chasing for basic answers. The lack of coordination between teams and the delays on a relatively new installation have caused a significant loss of confidence.

I’m not writing this to be unfair — the engineers themselves have generally been polite — but the overall process, communication, and resolution time have been extremely disappointing. I just want a working system and clear ownership to get this finished.

Nice and friendly engineer

Ava Murray from Spy Alams is brilliant, understanding efficient & very kind, anyone can be a salesperson at good times & selling products, but it takes a very SPECIAL person to understand bereavement & how best to handle a difficult period & being sensitive to deal with an account change over, which Eva did for me today I cannot thank this amazing young lady enough & wish her the very best of success for the future, Eva is an asset to any employer.
Thank you Eva
Mrs Anne Jesuvant

Quick and helpful response to help me setup app on a new phone so that I could use alarm app.

I have been liaising with Becky regarding the issues we have had these last couple of weeks. I felt I needed to change my rating back to 5 stars, because Becky went above and beyond to rectify the situation with a total understanding of what had happened from the customer point of view. She is making sure that the way loyal customers are dealt with will be amended - regarding the generic invoices sent and when they send them out. We did look at other systems but have decided to stay with Spy Alarms because of the service we've had previously, we like the system and now the exceptional customer care we received from Becky and a call from Tom a manager has assured us that things will now go back to normal. Thank you very much Becky and Tom

If I could give 0 stars I would. I cannot believe how shockingly awful spy alarms have become and how far they have fallen. My old mother has been a loyal customer for many years and used to have a really good service - but the company is now a shambles - and very offensive when they are totally in the wrong.
The accounts dept (who have my email for payment) sent me a rude email and claimed they have tried to contact my 87 year old mother ( who they always contact by letter) numerous times for non payment of her yearly service - THAT SHE HAS NOT YET HAD. She was NOT reminded NOR contacted numerous times as they stated. Her service notification is normally sent by letter, she does not have email and they don't have her number. She realised it was due and asked me to contact them to book a service - a date was arranged. Then late on the day it was cancelled as the engineer was running late and another appointment was made. The next day - Saturday morning I received a very rude email communication.
A day when there is no one in the office, so I was told by the call centre to wait till the Monday to make contact - to tell them my mothers bill was not outstanding as THEY HAD NOT booked anything with her. I HAD CALLED THEM to make an appointment, and THEY had cancelled it on the day - because the engineer was running late and another date was set for December.
When I spoke the office member of staff on Monday, I was told it was an automated email and not to worry about it- but why send it when it's incorrect, a lie and just rude?
We are still waiting to have the service done - due on the 10th December. This morning at 8.20am 6th Dec I received an email from accounts to say they will be taking out a COUNTY COURT CLAIM against my 87 year old mother for NON PAYMENT OF A SERVICE SHE HAS NOT YET HAD! The email states the service happened on the 28th November which it DID NOT. This is despicable behaviour and I will be cancelling any dealing with this company.
If you would like a court battle on your hands go ahead. I will take you to court for harassment of an 87 year old customer, who has for years been a loyal customer and has always paid her invoices on time. I will also show the court how your accounts department intimidate vulnerable loyal customers, by sending threatening emails and trying to extricate money from a vulnerable person when it is not due as you have not done the work - the service has not yet happened.
I requested a letter with the new date to be sent, so I have proof of this. Interestingly date on the letter was backdated by a few days but sent out ( shown by the post mark) on the date I actually made the call to book the appointment.
This is such absolutely disgusting behaviour towards a loyal customer who has done nothing wrong.
I will be contacting people who are in the public eye to make sure everyone knows what you are capable of.