Coronavirus (COVID-19) Update

Posted April 6th, 2020 by SimpliSafe

We are continuing to work business as usual, but due to the circumstances of Coronavirus (COVID-19), we are working closely with all of our partners and the team internally to ensure that our contingency plans are robust and we have a continuity of service.

We will continue to update this page when new developments arise:

Professional monitoring:

Rest assured that at this time, everything at Securitas' professional monitoring centre is running smoothly and the service is operating as usual.

Should other steps need to be implemented to ensure the safety of the professional monitoring centre’s employees as well as continuing to protect your home, the head office in Milton Keynes has numerous protocols in place to reduce the risk of the virus spreading. For example, employees enter the building one way and exit through another.

Securitas also has multiple monitoring centres across the UK where employees can be moved to. Therefore in an alarm event, the team will continue to be on hand to call you and monitor the situation, as well as to request police dispatch if needed. Handling times will take up to a 60 second average and each centre is always able to handle a surge of 50% more alarms at any time.

The professional monitoring centre also has the option of communication via ‘interactive voice response’ (IVR) or SMS in the event of a high number of staff being isolated. If this mechanic is implemented, the IVR and SMS will require a response from the homeowner to confirm whether this is a false alarm or not, otherwise a guard will be dispatched if opted into that.

Call centre & new orders / deliveries:

The call centre continues to be open during the normal hours and orders remain unaffected, but delivery time has been extended to 7-10 working days.

As a precaution, we have expanded our warehouse to a second base to ensure that home security systems and any other items are shipped within a timely manner. 

If our delivery or call centre opening times change, it will be updated on our website.

Should any of our processes change, you will be notified immediately. Your security is our utmost priority.

If you are worried or have any questions, please call us on 0800 456 1789 to discuss further.