Alarm, CCTV and access control repairs — any make
No service plan needed. Book an engineer to find and fix the fault, whoever installed your system.
What a call-out costs
Clear Charges, Agreed Before We Book
The attendance charge covers the engineer’s journey and the first hour on site. If the work runs on, it is charged in 30-minute steps. We agree the charges with you before we book, and confirm them in writing with our terms.
£95
Attendance — travel and the first hour on site
£60/hr
After that, in 30-minute steps
+50%
Out of hours, by arrangement
The tariff in full
- Attendance: £95.00 a visit, covering travel and the first hour on site.
- Labour after that: £60.00 an hour, charged in 30-minute steps — £30.00 for each half hour, or part of one.
- Out of hours: a visit you ask for outside our normal hours (Monday to Friday, 08:00–18:00, excluding bank holidays) is charged at one and a half times the attendance and labour rates.
- Parts: at our catalogue list price.
- Travel: included up to 25 miles there and back; beyond that, 50p for each further mile of the round trip.
- Payment: due within 14 days of our invoice.
The attendance charge applies even if the fault can’t be fixed on the visit — finding the cause is part of the work. Parts the repair needs are charged at our catalogue list price. If the fix needs equipment we don’t carry or more work than the visit allows, we quote for it separately, and nothing is ordered until you approve.
These are the figures of tariff version 2026-10.1, the schedule to our call-out terms.
How to book
From Your Call to a Working System
Call us on 0330 236 8191 — or, with a Prism portal account, log the fault there.
We agree the charges with you, book the visit and email a written confirmation with the terms in full.
An engineer attends, diagnoses the fault and repairs it where it can be done on the visit.
You get an invoice, due within 14 days — pay by card in your portal or by bank transfer.
Already have a portal login? Log the fault from your portal.
Any make
Whoever Installed It
We work on intruder alarms, CCTV and access control from the major manufacturers, and most other makes besides. Not sure about yours? Call us before booking and we’ll tell you.
- Ajax
- Honeywell Galaxy
- Texecom
- Pyronix
- Hikvision
- Dahua
- Axis
- Paxton
What we take on — and what we don’t
We will
- Find and fix the fault you report, on any make of intruder alarm, CCTV or access control.
- Tell you about any other defect we notice, and quote for it — never repair it without your say-so.
- Warn you before doing anything risky to older equipment: panels, power supplies and batteries can fail when they are powered down or reprogrammed.
- Stand behind our own work and the parts we fit, as section 7 of the terms sets out.
We won’t
- Certify a system we didn’t install. A call-out is not an inspection or a certificate of compliance.
- Become its maintainer. A repair doesn’t take over anyone else’s maintenance contract or provide the records an insurer or the police may ask for.
- Get past a locked panel without its engineer code. If the previous installer holds it, tell us when you book.
Want us to look after the system from now on? Ask about a takeover survey and a service plan.
Our 24/7 emergency support line is part of every Prism service plan. Without a plan, call us to book during our normal hours: Monday to Friday, 08:00–18:00, excluding bank holidays. Out-of-hours attendance is by arrangement, agreed when you book, and charged at the out-of-hours rate.
Repair Questions
Frequently Asked Questions
Do I need a service plan?
Will you work on a system another company installed?
What if you can’t fix it on the visit?
Is there a charge if you find nothing wrong?
Can I cancel?
How do I pay?
Something not working?
Call 0330 236 8191 and we’ll book an engineer — call-outs from £95, any make, no plan needed.