Still here and we always will be

As the COVID-19 situation continues to affect our day to day activities, we want to take this opportunity to update you on the steps we are taking to ensure we continually serve you and to reassure you that the health & safety of our employees and customers remains our main priority.

We are still here and continue to remain operational with staff in our Customer Service Centre, Alarm Receiving Centre and Remote Engineering Support Team (RESOLVE) available 24/7.

These teams may still be running at a lower capacity than pre COVID-19, so at peak times this reduction in staff may mean increased call wait times, we thank you in advance for your patience and we’ll get to your call as quickly as we can. However, please rest assured that alarm signals are being prioritised at this time and we are working and evolving daily to ensure there is as little disruption as possible to your on-going service.

Your questions answered

Is my alarm still being monitored?

Yes – just as before, your alarm system is being continuously monitored 24/7. All staff in our Alarm Receiving Centre, Customer Service Centre and RESOLVE team have remained operational throughout the lockdown striving to meet the needs of our customers.

Can I still get a quotation for a new alarm system?

Yes- As part of our ongoing commitment to keep our staff and customers safe, we are now providing sales consultations over video link or telephone for all new customers and where existing customers are interested in contacting us for system upgrades.

We are now able to offer again face to face appointments providing we can maintain safe distancing in line with Government guidance.

However we are unable to offer this service if:

  • You or anyone in your household, property or site has COVID-19 related symptoms
  • You or anyone in your household, property or site are self-isolating
  • You or anyone in your household, property or site are high-risk

When booking a face to face appointment you will be asked a number of questions in relation to the above to ensure we maintain the highest standards of health and safety for you and our employees.

All employees who visit a home or customer site will be equipped with the necessary Personal Protective Equipment (PPE).

I have an upcoming installation, routine inspection and/or service appointment, what new procedures have you put in place?

As always the health and safety of both our employees and customers remains paramount in our fight against the spread of COVID-19. We will only attend if:

  • We can maintain the 2 metre safe distance.
  • There are no persons in your household, property or at site with COVID-19 related symptoms.
  • There are no persons in your household or property that are self-isolating.
  • Providing there are no persons in your household, property or at site that are high-risk.

Please be assured that all our Engineers and vehicles will be equipped with the necessary Personal Protective Equipment (PPE) including but not limited to face masks, hand sanitiser and gloves.

We will always complete a follow up call 48 hours after every installation to ensure there are no issues.

I was due my installation, routine inspection and/or service appointment during lockdown, when will this be rescheduled to?

We are pleased to inform you that as the UK Government have begun to ease restrictions we are now able to offer installations, service and maintenance appointments once again. Our teams are working hard to work through those visits that were postponed during lockdown and your continued patience is appreciated whilst we work through the large volume of requests.

Please note: We will only attend if:

  • We can maintain the 2 metre safe distance.
  • There are no persons in your household, property or at site with COVID-19 related symptoms.
  • There are no persons in your household or property that are self-isolating.
  • Providing there are no persons in your household, property or at site that are high-risk.

All our Engineers and vehicles will be equipped with the necessary Personal Protective Equipment (PPE) including but not limited to face masks, hand sanitiser and gloves.

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, all our 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 advice.

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

An ADT Home Protection Consultant will be happy to come to your home and recommend the perfect security solution based on your property and circumstances.

To arrange a visit just call 0800 144 4499