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FAQs

Answers to common security queries

Our products and services explained

If you should have any questions about our security services, the installation process, or products such as smoke alarms, intruder alarms or CCTV, then please feel free to browse through some of FAQs below. Just click on the relevant question to reveal the answer.

General queries

What is a key holder?
A key holder is nominated third party that can attend your property in your absence in line with your local Police Service Policy. The nominated key holder must have a telephone at their home address, must be capable of attending within twenty minutes of being notified and have their own transport to ensure prompt attendance.
What is a wireless system?
A wireless system consists of similar component parts to those used in a traditional 'hard wired' system but simply without the wiring. Border Safeguard use only the best wire free equipment available and we work heavily with manufacturers to ensure that we only install products that will meet your requirements.
I do not have a monitored system at present what can I do?
We would advise that you upgrade your system to be monitored as you then have two distinct advantageous options, police response or key holder response. You choose which type of monitoring you require and Border Safeguard will upgrade and design your system accordingly.

Ordering and payment

Can I pay my account by credit/debit card?
Yes, please feel free to contact us so to discuss the various payment options available.
How do I make arrangements to proceed with placing an order or an installation?
We require contracts to be signed and returned along with any supplementary written acceptance to be posted or emailed to info@bordersafeguard.co.uk in the first instance to allow for our sales process to begin accordingly. A letter or email of acceptance of acknowledgement will be sent to you advising accordingly for your records.
Can I spread the cost of my installation over a period of time?
Border Safeguard offer an assortment of flexible finance packages that can be tailored to suit your own personal requirements if required. These packages are subject to terms & conditions however and associated credit checks using our third party credit checker.

Installation and testing

How long from order to installation then completion?
From receipt of order to completion of the installation is on average ten to fourteen working days. Naturally we try to accommodate our customers' needs and will in all cases attempt to make the installation as convenient to our customer's needs as possible.
Is Border Safeguard’s Alarm Receiving Centre manned 24 hours a day?
Yes. Our alarm receiving centre (ARC) control room is manned 24 hours a day, 365 days a year by highly trained staff who have direct links to both the Police and Fire Service. Our ARC is based within Scotland and is NSI Gold approved.

Maintenance and servicing

Can I book in advance for a maintenance or service visit?
Yes. We at Border Safeguard welcome our customers to contact us so to allow us the opportunity to agree a mutually convenient time to undertake a scheduled maintenance visit. Contact can be via the office direct on 01750 20985 or via email so suitable arrangements can be made.
If I require an emergency call out, how long will it take for somebody to arrive?
We do operate a response time policy of four hours to an emergency call out, however our engineers do tend to respond to emergency callouts well within this time frame at an average time of approx 50 - 90 minutes.
Must I have an ongoing maintenance agreement?
All security systems that are monitored must be covered by an ongoing preventative maintenance agreement in line with both the Police alarms policy and the requirements of the insurance industry. Also, under the requirements of our governing body, the NSI (National Security Inspectorate) monitored security systems must be maintained, a condition that is mandatory.

Unaswered questions?

If you've ready through our FAQs and you still have questions or queries don't worry, just get in touch, we're always happy to help!

FAQs

Latest local news

  The Border Safeguard Ltd engineers who undertook our Intruder, Fire Detection and CCTV installations were extremely helpful and the quality of their work was exceptional. I am completely satisfied.  
Mr R Allan, Milestone Garden Centre, St Boswells