Your questions answered
Is my alarm still being monitored?
Yes – despite the stricter measures the nation is now facing please be assured that our Customer Service Centre, Alarm Receiving Centre and Remote Engineering Support Team (RESOLVE) remain operational with staff working 24/7.
These teams are running at a lower capacity than usual, this reduction in staff may mean increased wait times for general calls, however rest assured alarm signals are prioritised. We are working and evolving daily to ensure there is as little disruption as possible to your on-going service.
All our staff operating in these roles are now classed as key workers and under the Civil Contingencies Act 2004 are to be exempt from any relevant restrictions placed upon transport and travelling, office working and property guarding remotely and physically.
ADT Fire & Security PLC is a proud member of the British Security Industry Association (BSIA), the industry leading trade association for the professional security in the UK. BSIA have been lobbying the government for clarification for their members on security workers and essential roles. On the 26th March Security Industry Association (SAI) Chief Executive Ian Todd was able to confirm in a press release that the current definition of critical worker does include regulated (licence holding) security professionals. You can read the full BSIA press release here
I have an upcoming installation, routine inspection and service appointment, will an engineer still attended?
In line with the Prime Minister’s announcement on 23rd March regarding stricter measures in the nations fight against the spread of COVID 19 all installations, both new systems and upgrades will be differed and postponed where practical unless deemed as critical sites or part of critical infrastructure.
The same rules apply for all service and maintenance works. To adhere to Government guidelines these works will cease for the meantime. There are exceptions to this rule and these include critical maintenance for sites to remain compliant by law, specifically around Fire and/or work which is deemed essential on critical sites or as part of critical infrastructure.
Please be assured that should a site visit be absolutely necessary our Engineers and vehicles will be equipped with the necessary Personal Protective Equipment (PPE). The safety of our employees and our customers is paramount and we are working hard with our supply chain as the demand for PPE across the country continues to increase.
I have private security/keyholding services as part of my response package, if my alarm activates will a guard still attend my property/site?
Yes, we are working closely with our keyholding service provider and following confirmation from the BSIA these guarding and keyholding services now form part of the key workers list. There may be areas where lower numbers of active guards than normal may cause an increased wait time, but we are working hard to ensure there is minimal disruption.
All guards have been equipped with the correct PPE and are following the same guidance as all other ADT employees in relation to visiting customer locations and the Government’s social distancing measures.
In the event of an emergency who do I contact, i.e. my system is down or not operational?
Our business continuity arrangements are enabling us to still be contacted on our normal Service telephone numbers. For our full contact list click here
What is Johnson Controls position on COVID-19?
ADT Fire & Security is part of Johnson Controls, we are committed to the health and safety of all employees, customers, partners and the communities we serve. Johnson Controls is actively implementing local and regional contingency plans across the globe to ensure that our teams are available to support and meet the needs of our customers and other stakeholders, while ensuring our employees’ health and safety remains a priority. To read the Johnson Controls statement from Chairman and CEO, George Oliver click here.
With new information unfolding daily we are continuously monitoring the situation and remain committed to serving our customer’s needs. We understand in times of uncertainty this requires flexibility and we’re working hard to ensure we can adapt to any changes to the situation as quickly as possible.
While COVID-19 is an unprecedented situation and many families and communities will be facing difficulties, big changes to routines and daily activities there are some great stories of community spirit and generosity which inspire us.
Please take this opportunity to catch-up on our top 5 tips to get you through this time. Read our blog