FAQs

Here you will find answers to our most Frequently Asks Questions. If you have a query not listed here we are just a phone call away or you can email us using the form here.

Why should I have an alarm?
1. For your own security and peace of mind. It is beyond argument that professional intruder alarms reduce significantly the incidence of burglary. Additionally alarms act as an invaluable warning that an intrusion may be under way. Should you be away from your property you will want to know if the system has been activated.
2. Insurers may either require an alarm to be installed or offer discounted premiums.
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What is the difference between an audible/bells only alarm and one which is monitored?

The sounder for an audible only alarm is activated with the alarm and rings locally at the protected property.

A monitored system has signals from the alarm sent to an Alarm Receiving Centre and then forwarded to the police (if this has been pre-arranged).

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Can I monitor the alarm at a future date?

All of our alarms, with the exception of the new Woodside Compact system may have remote monitoring installed at any time after installation.

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What "audible only alarm" notification options are there?
An audible alarm uses internal and external sounders to signal when an alarm has been activated, relying on noise to alert the local area and scare off an intruder.
SMS Feature (Texting facility for an audible only alarm system)
This enables the alarm panel to provide the user with SMS texting facility which can be programmed via the keypad. In the event of an alarm activation a text message can be sent to up to 3 designated mobile phone numbers advising the customer of the time and zone in which the sensor was activated.

There are two different costs to the end user when SMS is used.
1. Cost of sending a text message each time a sensor is activated. An approximate guide is between 8 to 12 pence per message per call which is charged directly to the customer’s telephone line.
2. Test calls – The panel will automatically call the Host Computer every two weeks to check that the system is communicating effectively with the messaging centre. This is on a premium rate number and will cost the end user 50 pence per call. This represents an annual cost of £13.00 per year which is charged directly to the end user’s telephone line.
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What additional notification options are there for monitored alarms?
Monitoring methods via a central station
Digital Monitoring
Notification of activations on the intruder alarm are sent to the alarm receiving centre (monitoring station) via a modem connected to your telephone line. The line itself is not monitored so if the telephone cable is cut or there is a line fault, the monitoring station will not receive signals. Digital signalling complies with Grade 2 for insurance approval.
Redcare Classic

This is a single path signalling device using a telephone line. The status of the telephone line is continuously monitored by Redcare and should the landline fail, the alarm receiving centre will receive a communication failure message. Redcare is the only continuously monitored system available. Redcare complies with Grade 4 for insurance approval.
Redcare GSM
This is a dual-signalling device using both telephone and radio paths. This combination ensures an alarm signal can be transmitted despite deliberate or accidental failure of either path. Should the landline fail, the alarm receiving centre will receive a communication failure message. The GSM path will continue to communicate with the alarm receiving centre, sending any subsequent alarms. Redcare is the only continuously monitored system available. Redcare GSM complies with Grade 4 for insurance approval.
DualCom Plus
DualCom Plus is a dual signalling device using both radio and telephone paths. This combination ensures an alarm signal can be transmitted despite deliberate or accidental failure of either path. DualCom signalling complies with Grade 4 for insurance approval.

Telephone Lines

If a digital communicator has been specified for the system, we are able to connect to your existing telephone line provided it is an analogue line and not ADSL. It is preferable that this is not shared with a fax or modem, otherwise interference and non-transmission may occur. It is extremely important that you inform us if you intend to have ADSL installed later.

If we have specified REDCARE signalling, the telephone line must be a BT type, and should not share with more than 4 extensions. REDCARE can share with faxes, modems and answering machines, but filtering devices must be purchased to isolate them.

We recommend that our customers subscribe to the BT emergency repair service TOTAL CARE. This guarantees a round the clock 4 hour response upon notification that your exchange line has developed a fault or suffered criminal damage. BT should be contacted direct for details of this service which will be charged in your line rental account.

ACPO Policy

In order to reduce the number of false alarms referred to the Police, the Association of Chief Police Officers (ACPO) has issued a policy on the policing of intruder alarms. A requirement of the ACPO Policy is that when returning your signed agreement you also return the enclosed keyholder form with all details fully completed. Without this information we cannot obtain the Unique Reference Number from the Police and will, therefore, be unable to fully commission your System. At the time of commissioning, a Security code will be given to the person to whom you have designated responsibility for the system.
Keyholding requirements are as follows:
1. There must be at least two keyholders available for call out.
2. They must be contactable by telephone at their home address and reside not more than 20 minutes travelling distance from the protected premises.
3. They must have their own transport to ensure prompt attendance.
(PLEASE NOTE - The advice from the Association of British Insurers is as follow:
If a keyholder cannot be contacted or decides not to attend, the insurance is void.)

Intruder alarm systems can be a source of annoyance to the community and the police if the false alarms occur due to mis-operation. It is therefore essential that all keyholders who enter the premises when the system is likely to be set are properly trained and know how to use the alarm fobs.

It is the customer's responsibility to advise the local environmental health officer of the installation of the alarm system under the terms of Control of Noise (Code of Practice on Noise from Intruder Alarms) Order 1981.

When unsetting the alarm system, it is important that the entry route is adhered to and children and pets prevented from entering protected areas until the system unsetting has been completed. For Audible only systems i.e. those which are not monitored by an alarm receiving centre, the details of any false alarm should be recorded by the user giving date and time zone number to aid any subsequent fault finding.

For monitored alarm systems linked to an alarm receiving centre, alarm signals will be passed to the police following any verification procedure. As part of the ACPO intruder alarms policy, repeated false alarms may result in response to further false alarms being downgraded. The steps are currently defined: After 2 false alarms (from a panic alarm) receiving police attendance in a rolling 12 month period, response will be withdrawn (Level 3); After 3 false alarms (from a confirmed intruder signal) receiving police attendance in a rolling 12 month period, response will be withdrawn and the police will not attend (Level 3). Restoration of response is subject to re-application by the installer/maintainer and will only be restored if the false alarm problem has been resolved or the system upgraded. Notification of changes to response is given in writing by the police.

It is therefore in your interests to be aware of the causes of false alarms and to minimise the risk of their occurrence. Information on how to avoid false alarms will be provided when the system is handed over to you.

NOTE: All PA activations are passed to the police immediately, subject to any downgrading of response described above. Note also that PA activations are treated separately by the police from intruder activations when decisions are made about downgrading.

The Police Force policy requires all types of movement detectors, infra-red beams and variation/ acoustic devices to be on test for a fault free period of 14 days prior to connection to a Police calling system. The installation and maintenance of your intruder alarm system and the provision of any termination facilities will at all times be subject to the policy or requirements of any Police Force concerned.
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What information do I need to give the monitoring station?

When applying for monitoring, you must supply us with the names and contact numbers of at least three keyholders to your property, along with a confidential password of your choice so that their identities can be verified.

Please note that keyholders must be exactly that; ie they must have access to your property. Keyholders must reside within a reasonable distance of the site and at least one keyholder should be normally independent of the others. For instance, a family of three with all three being keyholders is not necessarily a good idea if they holiday together.

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Can I set the alarm when I go to bed?

Our alarms may be partitioned as standard, however it is important to bear in mind that this is not always practical depending on the layout of a property.

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How do I set the alarm?

For alarms with police response, the use of an electronic proximity tag is required in order to set and unset the alarm system. These tags are presented to the alarm keypad.

For all other alarms, you may use either tags or PIN codes to set and unset the alarm.

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Will the police respond to my monitored alarm?

This will depend on the type of alarm and monitoring you have. See notification options or for more details the Met Police website.

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What should I do when there is a false alarm?

If your alarm is monitored check the information on the NSI Police Policy

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What are the benefits of keyholding companies?

Keyholding companies are becoming increasingly popular as they offer a safe and reliable method of dealing with alarm activations, genuine or otherwise. You may not want to send your friends, family or staff members to investigate an alarm at your property (commercial or residential) in the middle of the night. Keyholding companies will send a guard to the site and call relevant authorities as required.

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Do I need a dedicated phone line for my alarm?

Whilst a dedicated telephone line for alarm monitoring is always best, we realise that it is not always possible. The alarm can share with voice and data applications; but we will need to install filters to the line.

Applications that are not compatible with alarm signalling are call routing services such as SkyTalk and TalkTalk. In some cases, these can be avoided by the alarm system, in others they will cause the signalling to fail altogether.

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What are the benefits of NACOSS companies?

Using a NACOSS approved company guarantees peace of mind as all NACOSS approved companies are regularly inspected to ensure the highest standards of both installation and customer service.

There are two levels of approval, Silver and Gold which is the highest level encompassing ISO 9001. Woodside Security Systems Ltd is a Gold company.

Insurance companies often specify that alarms should be maintained by NACOSS approved companies and may also offer discounts in such cases.

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Can I upgrade to monitored system?

Audible only systems may be upgraded to provide digital, Redcare or Dualcom signalling. Please contact us for further information and costings.

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How do I get new tags/fobs?

Please use our key/fob order form

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What if I have lost my NACOSS certificate?

Please call us on 020 8444 2277 with your contract number, name and address and we will arrange for a replacement Certificate. The cost of this service is £8.50 + VAT (£9.99 inclusive of VAT) payable in advance.

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What if I have lost my manual/user guide?

You can download an electronic version of your manual from our site.

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Why should I get restricted security keys?

We install high security locks with keys which can only be duplicated upon satisfactory proof of authorisation by the registered owners or property management agents.

Unauthorised copies are not available and will not be supplied by anyone other than Woodside Security.

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How do I get new keys?

If you require additional or replacement keys please complete the new key/fob request form on our site.

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What are the benefits of MLA?

Woodside Security Systems Ltd is an approved Company member of the Master Locksmith Association and as such our work and premises are held to regular stringent inspections.

The MLA acts for the customer as a final recourse in the event of customers having complaints against their locksmiths.

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Can you help with car locks/alarms?

Unfortunately, we are unable to help you with car locks or alarms, but recommend you check the Master Locksmith Website.

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What are Insurance standard locks?

The Master Locksmith Association have published guidelines for insurance companies regarding the minimum security requirements for locks.

Please follow this link for further information from the MLA website.

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FAQs

Monitoring methods via a central station

Telephone Lines

ACPO Policy

New Visitors

Existing Customers

Call Us on:
020 8444 2277

News and Offers

Video Tutorials

Manuals

Our Services

FAQs

Monitoring methods via a central station

Telephone Lines

ACPO Policy

New Visitors

Existing Customers

Call Us on: 020 8444 2277

News and Offers

Video Tutorials

Manuals

Our Services

Call Us on:
020 8444 2277