Scope of Services

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We provide design, installation, maintenance and monitoring of security systems including intruder alarms, CCTV, access control, fire alarms and related technologies.

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Our SSAIB accreditation covers intruder alarm systems. All work is carried out in accordance with relevant UK standards where applicable.

System Performance & Limitations

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Security systems are designed to reduce risk but do not guarantee prevention of theft, loss, damage or unauthorised access.

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No system can eliminate all risk, and customers should ensure appropriate insurance cover is in place.

Standards & Compliance

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Where specified, systems are installed and maintained in accordance with applicable standards including:

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• PD 6662:2017, Scheme for the Application of European Standards for Intruder and Hold-up Alarm Systems

• BS EN 50131 Series, Intruder and Hold-up Alarm Systems

• BS 8243:202, Design, Installation and Configuration of Intruder and Hold-up Alarm Systems Designed to Generate Confirmed Alarm Conditions

• BS 7858:2019, Screening of Individuals Working in a Secure Environment. Code of Practice

• BS EN 50518 Series, Monitoring and Alarm Receiving Centres (ARCs)

• BS 8418:2021 where applicable, Design, Installation, Commissioning and Maintenance of Detector Activated Video Surveillance Systems (VSS). Code of Practice

• BS 5839-1:2025 where applicable, Fire Detection and Fire Alarm Systems for Buildings. Code of Practice for System Design, Installation, Commissioning and Maintenance in Non-Domestic Premises

• BS 5839-6:2019+A1:2020 where applicable, Fire Detection and Fire Alarm Systems for Buildings. Code of Practice for Domestic Premises

• SSAIB Scheme Criteria

• SSAIB Certification Requirements and Codes of Practice.​​

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Compliance may depend on ongoing maintenance and correct system use.

Customer Responsibilities

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The customer agrees to:

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• Use the system in accordance with instructions provided

• Ensure the system is set when required

• Report faults promptly

• Maintain power, internet and communication services where required

• Ensure authorised users are trained in system operation

• Carry out periodic local walk tests and bell tests

• Take reasonable care to avoid damage to equipment and/or impairment of function of equipment when decorating, renovating or positioning stock or furniture.

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Failure to meet these responsibilities may affect system performance and any police response.

Maintenance & Servicing

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Regular maintenance is essential to ensure correct system operation.

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Where a maintenance agreement is in place, servicing will be carried out at agreed intervals. The customer is responsible for providing safe and reasonable access at the agreed time.

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Where access cannot be gained after reasonable attempts have been made and the customer has been notified in writing, the visit may be recorded as attended for the purposes of the maintenance schedule.

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Failure to maintain the system may affect compliance with applicable standards, insurance requirements or police response eligibility.

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Monitoring Services

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Where monitoring is provided:

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• Monitoring depends on communication networks and third-party providers

• Temporary outages may occur outside our control

• Response actions are subject to agreed protocols

• The customer is responsible for ensuring keyholder details held by the alarm receiving centre are kept accurate and up to date at all times

• Monitoring services are provided under a separate monitoring agreement and may be subject to the terms of the relevant alarm receiving centre

 

Failure to maintain accurate keyholder information may affect the ability of the monitoring centre to respond appropriately to alarm activations.

Police Response (URN Systems)

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Police response is subject to compliance with applicable standards and current police policies.

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On new installations incorporating remote signalling, police response will not be activated until the system has completed a minimum 14-day fault-free period following commissioning, except in the case of confirmed alarms or panic alarms.

 

The customer is responsible for:

• Ensuring a minimum of two keyholders are registered and their details kept up to date

• Responding promptly to calls from the alarm receiving centre

• Ensuring the system is used correctly to avoid false activations

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Excessive false alarms or failure to comply with police requirements may result in a reduction or withdrawal of police response. ETA Security cannot be held responsible for the withdrawal of police response where this results from customer misuse or failure to maintain the system.

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Charges & Payment

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Charges will be set out in your quotation or agreement and may include:

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• Installation costs

• Maintenance fees

• Monitoring charges

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Invoices must be paid in accordance with agreed terms.

We reserve the right to suspend services for non-payment.

Limitation of Liability

 

 

We are not responsible for any indirect or consequential loss, including loss of profit, business interruption or loss of data.

 

Our total liability in connection with the services provided shall be limited to the amount paid by the customer for those services in the 12 months before the claim arises, or £5,000, whichever is greater.

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​Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, or for any other liability which cannot be excluded by law.

Data Protection

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We process personal data in accordance with our Privacy Policy.

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Please refer to our Privacy Policy page for full details on how your data is handled.

Access & Preparation Requirements

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The quoted price does not include any costs associated with the removal and reinstatement of furniture, carpets, fixtures, fittings, stock, or other obstructions that may be necessary to complete the works.

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The customer must provide safe and reasonable access for installation, servicing, and maintenance activities.

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ETA Security cannot be held responsible for delays arising from restricted access, unavailable working areas, or adverse site conditions.

Working hours

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Quotations are subject to installation being carried out during our normal working hours - Monday to Friday 9.00am to 5.00pm. It does not cover extraneous work, building work, carpet lifting, refitting or redecoration.​

Cancellation​

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Any cancellation of agreed works or ongoing services must be made in writing with a minimum of 30 days notice.

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Charges may apply for work already carried out or materials committed prior to cancellation.

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Where a monitored system is cancelled, ETA Security will notify the alarm receiving centre and arrange cancellation of the police Unique Reference Number (URN) where applicable.

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General

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These terms form part of any agreement between ETA Security, a trading name of ETA Group Services, and the customer.

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These terms are governed by the laws of England and Wales.

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We reserve the right to update these terms from time to time. Current terms are always available at www.etasecuritysystems.co.uk/terms-and-conditions.

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