You may have some questions about our security systems and CCTV.

We have devised a page of our most frequently asked questions to help you understand more about our home security systems. If there is a question you don’t see featured on this page, then please feel free to speak to one of our team by emailing enquiries@protectserve.co.uk or calling us on 0333 666 2121.

Do I have to have both a Security Alarm System and a CCTV system together?

It’s completely up to you. Our monitored alarm security systems and CCTV systems both work independently, so you can successfully install one system without the other. However, the advantage to our security systems is that they integrate together to provide you with a comprehensive home security system in and around your property.

What do I do if I have a fault with my alarm?

Due to the advanced nature of the system, most faults can be dealt with remotely. We will be happy to investigate any fault you may have with your equipment.

If the power goes off will my system still work?

In case of a power loss, the backup battery will provide power to the alarm security system for a minimum of 8 hours.

Can I upgrade my monitored alarm security system to also have CCTV?

Yes, you can, we will first confirm what system you have and clarify it’s suitable for CCTV integration. Our engineers will visit your home to assess the best position for the cameras at your property, confirm with you when they arrive, and install the cameras and NVR (Network Video Recorder).

Does the App allow remote viewing of CCTV, and can I access the recordings?

Yes, the app enables you to watch a live view of your external and internal cameras at any point in time. You can access the hard drive recorder and go back up to 28 days to any given date and time to review recordings from your external cameras. You can add a micro SD card to your internal cameras to save footage.

Can I share the CCTV app with other members of my family?

Yes, you can. The information regarding your cameras and account details are all encrypted so only those who have been permitted to use the app have access.

What is the installation process?

On Call Technical Support carries out all installations and servicing.

Once we have assessed and agreed on your requirements, we will confirm your installation date. We aim to install your system quickly, particularly if you have been a victim of crime and require an urgent installation. We will do our utmost to match your requirements with our service; please speak to your security advisor should you have any questions or specific requirements.

Security system
A typical installation is completed within 2-4 hours and will not ruin your interior decoration or disrupt your home, as it is wireless. Only two fixed wire contacts are needed for the power and the phone line. The only assistance our CRB checked security installer needs is the location of a nearby phone and power socket.

CCTV systems
Access to your loft or similar area in the house is required to run the cables from each external camera to the NVR recorder. Running a cable ensures a constant connection, avoiding the unstable network issues that other providers installed systems & DIY wifi connection only cameras have. Internal cameras need to be close to a power socket. The engineers will assess and manage your CCTV installation taking care to minimise any disruption.

Do you provide instructions?

When we first visit your home to discuss your needs and requirements, we will do a security assessment to confirm the best options for you and your particular circumstances. Before we agree on any security package or installation date, we will provide you, and anyone you choose to be present, an explanation of the system and an overview of how it all works.

Once installed, the engineer will go over the system with you and provide our comprehensive Easy User guide and quick reference booklet to ensure that you are fully aware of how to use the Security system effectively. This includes the remote setting, the part/night setting, and all other aspects of using the Protect & Serve security system. CCTV installations will also have a thorough explanation, and you will be shown how to use the app to view and manage recordings. We have technical support just a call away and also offer emergency responses as detailed in your security survey and also by the engineer. If you have any specific questions at this stage, then please feel free to call a member of our customer service team for more information.

What Service Packages are available?

Monitored alarm security systems
Your security package comes with unlimited call-outs for system faults and also includes two services per annum as standard. Your first service at six months is a remote diagnostic check which is performed from our suite based in our head office. The second service will be a manned visit where an engineer will attend to your property after prior contact. If you feel you have any problems with your system at any time please contact our office, where we will be happy to assist you. If a problem occurs out of office hours we have an out-of-hours engineer that can be contacted on the same telephone number.

CCTV security systems
As a standard, all customers purchasing a CCTV system receive 12 months warranty on equipment and installation, free repairs to equipment for the first 12 months, and telephone technical support 9.00 am – 5.00 pm.

We have available 3 levels of CCTV service packages we offer customers who require additional peace of mind. Starting from just £14.99 per month, we can cater for a variety of required extra CCTV care. Click here for more information on our CCTV service packages.

Does my alarm have a device alerting me to threat of fire, heat, smoke, or carbon monoxide?

In addition to our standard installation which comprises of the essential items to ensure our customer’s security, customers can choose to add smoke, heat and fire detectors, and / or carbon monoxide detectors. We offer other additional devices that can be purchased. These include: flood detectors, perimeter detectors, shock detectors, wireless hold-up alarms, and multi-functional remote controls. These can be installed during initial installation or at a later date.

Why do I have to provide the details of two keyholders for my Monitored System?

We require at least two keyholders as the monitoring station will contact these people in the event of an activation. The keyholders will need to know the alarm code word you provided on your contract.

How do I change my keyholders?

It is simple to request a change or keyholder, either by email or in writing. As all keyholders you have chosen will be contacted if the system is activated please ensure you inform your keyholders what to do in case they receive a call.

Is my alarm linked directly to the Police?

NO!, we provide customers with a response via a monitoring service, where circumstances require emergency services, security professionals, or police in the event of a crime in action to attend, then the monitoring station would contact them.

What happens if I wish to cancel during my 14-day cooling-off period but have had the system installed?

We will work with you to resolve any issues you have, but if you still wish to cancel, we will remove the system, cancel your agreement and refund you the balance of your payment 14 days after the removal of the equipment.
Any queries, please do not hesitate to call our head office 24 hours per day on 0333 666 2121.

What if I want to give notice of cancellation for my system or warranty?

You have the right to cancel any Agreement within 14 days after the day the Agreement is entered into by you and Protect & Serve Home Security Limited.
You can find more details about your right to cancel in clauses 11.3 to 11.5 and clause 12 of our terms and conditions which were provided to you, and a copy can be sent if requested.
If no services have been performed then a full refund will be provided. If you have signed and agreed for us to perform services within the cooling off period then you acknowledge that you will be charged for the services provided up to the point of cancellation.

Click the below links for our Security Cancellation Form and Warranty Cancellation Form.


“Great service from Protect and Serve! From a quick, efficient, and tidy installation of my house alarm through to a prompt and helpful response from the technical department when required – being a customer has been a trouble-free process.”

Steve Meeson, Great Barr, Birmingham

“We wanted to thank you at Protect & Serve for a speedy, efficient and friendly service. We will happily be recommending you to other people.”

Naresh Kainth, Sutton Coldfield

“Thanks for the outstanding service. Protect and Serve came and showed us their exciting new system and gave us a demo prior to installation. The engineer who came to fit it was very efficient and gave us detailed instruction on using it so that we were left confident and safe in the knowledge our home was protected.”

Conway Family, Sutton Coldfield

We provide a smart and comprehensive solution to everyone, no matter what age or location across the UK to protect, monitor and respond.