Emergency Contact and Response Plan Update
Online Form Fields

When your security system was connected to our monitoring centre, you provided us with a list of emergency contacts. Ensuring that we have the most up-to-date emergency contact list is vital to maintaining your safety and protecting your home. To update your contact list, please fill out and submit the form below, or call us on 0800 800 535.

1
Step One
Update emergency contact & emergency response preference. The people nominated in the form below will be contacted in the event of a System Event.
2
Step Two
Nominated contact (minimum of 2)
Name* Home Phone Mobile Number Voice Code Key Holder  
(–) Remove
(+) Add another          
3
Step Three
Please select one option from alarm, and one from fire (if applicable) to confirm your response procedures

Security System Alarm Response Plan

 
1st Action Contact
2nd Action after no contact
3rd Action after no contact or where requested
Contact Premises
Nominated Contacts
None
Contact Premises
Nominated Contacts
Send Patrol
Send Patrol
N/A
N/A
Send Patrol, then Notify Contacts
N/A
N/A

Alarm System Response Actions

Option 01: If this option is selected, no patrol response will be organised for your site. We will endeavour to notify your contacts of any events.
Option 2A: We endeavour first to contact the premises. If no reply we call the nominated contacts and will leave a message if unable to make contact. If no contact available, or if requested, we dispatch the patrol.
Option 2B: For this option, we dispatch the nominated patrol company and only call contacts if there is a situation to report.
Option 2D: For this option, we dispatch the nominated patrol company and also call contacts to notify that we have dispatched a patrol. This option does not include recalling the patrol once dispatched.
Note If you require time specific response plans, please call our Customer Care Centre on 0800 800 535.

Panic & Duress Alarm Response Plan

 
1st Action Contact
2nd Action after no contact and no voice code
If confirmed real event
Contact Premises and obtain voice code
Dispatch Patrol and notify Police and Contacts
Notify contact

Smoke System Response Actions

Option H4: We endeavour first to contact the premises. If no reply or we cannot obtain a voice verification code, we will dispatch the patrol and notify the Police. We will also notify the contacts. If the event is confirmed as real we shall notify the contact.
Note The above option is our standard response plan for Panic and Duress Alarms. If you wish to differ from this plan you must contact us on 0800 800 535, and then confirm your requirements in writing.
*Most modern alarm systems have an in-built panic or duress feature. Consent your manual on how this works for your alarm.

Smoke System Alarm Response Plan

 
1st Action Contact
2nd Action after no contact
Contact Premises (if alarm unset)
Call to Fire Service
Call to Fire Service, then notify contacts
N/A

Smoke System Response Actions

Plan F6 Residential: For this option, we endeavour first to contact the premises. If no reply we will place a call to the Fire Service. If the alarm is armed, no contact will be made and notifying the Fire Service will be the first point of action.
Plan F6 Commercial: For this option, we place a call to the Fire Service and then endeavour to notify contacts.

If the alarm being monitored is a fire system that is not required to be monitored as part of Building Compliance, then please call our Customer Care Centre on 0800 800 535
Note Additional Charges may apply for a Fire Brigade Service attendance.