24/7 Emergency Support for Fire and Security Systems

When You Call

When you call outside normal working hours, an on-call coordinator assesses the nature of the fault and determines the appropriate response. Not every out-of-hours fault requires an immediate site visit - some issues can be diagnosed and resolved remotely, or managed with temporary measures until a full repair can be carried out during the next working day. The coordinator will advise you on the best course of action based on the specific situation.

Remote Diagnosis

For fire alarm and intruder alarm systems with remote access capability, the engineer may be able to connect to the panel remotely to diagnose the fault, check the event log, identify the affected device or zone, and in some cases resolve the issue without attending site. This is particularly useful for nuisance faults and false alarm conditions that need investigating but do not represent an immediate safety risk. Where remote diagnosis confirms that a site visit is needed, the engineer arrives with a clearer understanding of the problem and the parts likely to be required.

Emergency Site Attendance

Where the fault requires an engineer on site - a fire alarm system that is completely down, an intruder alarm that cannot be set before the building is vacated, an access control failure preventing building entry or compromising escape routes - an engineer is dispatched to attend within the agreed response timeframe. The engineer diagnoses and resolves the fault where possible, or implements temporary measures to restore protection until a permanent repair can be scheduled.

What Constitutes an Emergency

Emergency call-outs are for situations where a fire or security system fault creates an immediate risk to safety, security or business operations that cannot wait until the next working day. Examples include a complete fire alarm system failure leaving the building without detection, an intruder alarm that cannot be set before the building is left unoccupied, an access control failure that prevents entry to or exit from the building, and persistent false alarms that are disrupting building occupants or generating police attendances. Faults that are inconvenient but do not create an immediate risk are better handled through a standard reactive call-out during normal working hours. See our reactive and remedial page.

Maintenance Contract Customers

For planned maintenance contract customers, 24/7 emergency support is included within the contract terms. Your site details, system information, keyholder contacts and access arrangements are already held by the on-call team, which means the response process starts immediately without the need to gather basic information. Emergency call-out charges for contract customers are set out in the contract schedule. See our planned maintenance page.