Frequently Asked Questions
We have compiled a list of frequently asked questions to help you find instant answers to your queries
What is covered by my maintenance contract?
One annual visit to test the system is included for bells only systems (including speech diallers and IP connected devices)
In return for payment of the maintenance charge, we will maintain the equipment in accordance with the installation standard and respond to your emergency calls for assistance. If your Equipment is installed to PD6662:2010 and is monitored our response to emergency calls will be within four hours of your request, or before the equipment needs to be set, unless mutually agreed otherwise. For all other systems, we will attend site within normal working hours of the next working day after the fault is reported.
Two annual visits (or one site visit and one remote test) for monitored systems with police response.
wHAT ISN’T COVERED UNDER THE MAINTENANCE AGREEMENT?
HSG Security shall not be liable for the costs of any work, repairs or replacement of Equipment which results from fire, electrical power surge, storm, flood, accident, neglect, misuse or malicious damage. Rodent and other animal activity including damage and activations are not covered under our maintenance terms and the customer shall be liable for any costs incurred for call outs, work, repairs and equipment.
The equipment is owned by you, so any consumables (batteries etc) and parts which need replacing will be charged for unless they are still under warranty. We will not be able to issue a certificate if such parts are not replaced when necessary as the system will not be deemed as operational.
At our discretion, call outs during normal working hours (Monday-Friday / 9am-5pm) may be carried out free of charge if the fault is caused by the equipment. This will never be the case for any call outs to carry out repair work caused by damage to the installation or equipment by the customer or third party.
wHAT ARE YOUR CALL OUT COSTS?
Our standard call out charges are as follows:
Customer with up to date maintenance contract £60 + VAT
Customer with expired (between 60 days and 1 year) maintenance contract £80 + VAT . Please note that we will also require your maintenance contract to be renewed.
Customer without maintenance contract £120 + VAT. This does not include a maintenance contract, it is for a one off visit only and does not guarantee the installation or the system. A maintenance contract may be offered depending on the age and type of system.
Other charges (travel time, congestion charge, ULEZ) may apply.
WHAT ARE THE WARRANTY CONDITIONS?
All new installations have 12 month warranty on parts and workmanship. If the system develops a fault in this period it will be repaired or replaced at our expense, including call-out, provided you let us know as soon as the fault occurs.
Some equipment has extended warranty (2 years), in such cases the warranty will be for the equipment only and may be subject to a maintenance agreement with us to cover call outs. Call out charges will apply if no maintenance agreement is in place.
hOW DO i ARRANGE A VISIT?
If you have an emergency and need to speak to an engineer please call 01702 861999 option 3. If it’s not an emergency you can email info@hsgsecurity.co.uk
To book a routine visit you can use our form on this website or call us at the above number and press option 2.
Please note that all appointments have a one hour slot and we cannot guarantee an exact time of arrival.
i HAVE A MONITORED SYSTEM, HOW DO i UPDATE MY KEY HOLDER DETAILS?
All changes to key holder, telephone numbers and password information must be sent to us in writing as soon as possible. You are responsible for keeping this information up to date. Please email keyholders@hsgsecurity.co.uk
whAT HAPPENS IF I WANT TO CANCEL MY CONTRACT?
If you would like to cancel your contract there are a few things you need to consider:
- Your insurance may be invalidated if you do not have your alarm system regularly maintained.
- Monitored systems with Police response need to be cancelled 60 days before the renewal date to avoid monitoring charges.
- 24 hour support will not be available without a valid maintenance agreement.
If you would still like to cancel your contract, please write to us confirming you wish to cancel. Any money still owed for maintenance or other visits will still need to be paid in full.
wHAT HAPPENS IF MY MAINTENANCE ISN’T RENEWED IN TIME OR I HAVE OUTSTANDING PAYMENTS?
f you fail to arrange for your system to be checked when the renewal is due we will write to you. If you still do not arrange a visit and payment is not received we may cancel your contract.
For monitored systems with Police response we will write to you and inform you that your annual maintenance needs to be renewed, failure to renew may result in your monitoring being suspended, which may void your insurance. We will always give you 14 days notice before suspending monitoring.
wHAT TO DO IF I AM MOVING OR SELLING MY BUSINESS?
If you are moving home you may be able to take your system with you or we can arrange to install or maintain an existing system in your new home.
The maintenance agreement is personal to you and may not be assigned or otherwise transferred by you to a third party, although we may be prepared to enter into a new agreement with the new occupier at our sole discretion, notwithstanding your obligations.
Please contact us if you are moving.
Privacy Policy
This privacy policy describes how A1 (Himfens) Alarms Limited trading as HSG Security process personal data we collect about you, or that you provide to us, in relation to your use of our website and services. Personal data is processed with due care and in accordance with the applicable data protection laws.
1. Definitions
In this Privacy Policy, the following terms shall have the following meanings:
- “European data protection law” – means the EU Regulation 2016/679 General Data Protection Regulations, as amended, consolidated or replaced from time to time;
- “personal data” – means any information relating to an identified or identifiable natural person (‘data subject’); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person;
- “processing” – means any operation or set of operations which is performed on personal data or on sets of personal data, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or
- “Service”- mean any of the following, which are owned, operated and/or controlled by HSG Security’s websites, including without limitation, the following websites: https://www.hsgsecurity.co.uk, https://himfenalarms.co.uk, https://hsg.systems.
2. What information we (HSG Security) collect and how we use this information?
- Contact Information
When you contact us through our online ‘Contact Us’ form, we process the contact information that you provide to us, including your name, business/company name, phone number, email address and country of residence.
This contact information may be processed to communicate with you, for example, to respond to enquiries or requests from you for additional information about our services or products. You do not need to provide this information but if you don’t, we will not be able to respond to your requests.
The legal basis for this processing is our legitimate interests, namely the business and communications with customers/potential customers.
- Marketing
When you contact us online or sign up for more information and choose to subscribe to our Mailing List, we process the contact information that you provide to us, including your name, business/company name, phone number, email address country of residence and mailing address.
This contact information may be processed for the purpose of sending you from time to time (by email, SMS text message or telephone) marketing information about our products and services which may be interest to you, such as newsletters, offers, new marketing brochures, product launches, technical updates, promotions and more (“Marketing Notifications”).
The legal basis for this processing is consent. You may decline to receive Marketing Notifications from us by contacting us using the details in Section 12 or through our online ‘Contact Us’ form, available at: https://himfenalarms.co.uk/contact/ or by following any instructions we may include in the Marketing
Notification we send to you (for example, an unsubscribe or opt-out mechanism will appear at the foot of any Marketing Notification we send you).
- Customer Contact
When you contact us through our online ‘Contact Us’ form with a post-sale inquiry or interact with our customer support representatives via email, telephone or in person, we may process contact information, such as your name, business/company name, telephone number and email address.
We use this information for purposes of managing our relationships with customers, communicating with customers and to provide with customer support.
- Visitor’s Usage Log Information
We may process information about anyone who visits our website (“usage data“) by using “cookies”. This usage data includes, but not limited to, a visitor’s IP address (a computer’s numerical Internet address), the websites from which visitors access our Service, the type and version of web browser used to access our Service, the device used to access our Service, the device’s unique identifier, operating system, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your Service use.
This information may be processed for the purposes of analysing the use of our Service. The legal basis for this processing is our legitimate interests, namely monitoring and improving our products, services, our Services and your user experience.
Restriction of cookies is available on our website.
Legal Requirements
We will also disclose personal data (1) in response to lawful requests by government or regulatory authorities; and (2) in our sole discretion if we believe that such disclosure is appropriate in connection with an official government or regulatory investigation or in response to a perceived significant threat to a person’s health or property.
We may also process any of your personal data identified in this Privacy Policy where necessary for the establishment, exercise or defense of legal claims, whether in court proceedings or in an administrative or out-of-court procedure. We will not delete personal data if relevant to an investigation or a dispute. It will continue to be stored until those issues are fully resolved. The legal basis for this processing is our legitimate interests, namely the protection and assertion of our legal rights, your legal rights and the legal rights of others.
In addition to the specific purposes for which we may process your personal data set out in this Section 2, we may also process any of your personal data where such processing is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.
3. How we share your personal data?
- We do not share any of your personal data with third parties for the purpose of marketing.
- We may sometimes contract with third parties to supply products and services to us and/or to you on our behalf, such as with suppliers, subcontractors, vendors or installers that assist us in marketing and customer service, integration services, customer support, and cloud hosting Such service providers are required by contract to keep confidential and secure the information received on our behalf and may not use it for any purpose other than to carry out the services they are performing for us. In some cases, the third parties may require access to some or all of your data. Where any of your data is required for such purpose, we will take all reasonable steps to ensure that your data will be handled safely, securely, and in accordance with your rights, our obligations, and the obligations of the third party under the law. The following suppliers and certification bodies may have access to some or all of your personal data:
EMCS Monitoring Station
Custodian Monitoring Station
Orisec
SSAIB
Police Forces
- In certain circumstances, we may be legally required to share certain data held by us, which may include your personal data, for example, where we are involved in legal proceedings, where we are complying with legal obligations, a court order, or a governmental
4. What happens if our business changes hands?
We may from time to time, expand or reduce our business and this may involve the sale and/or the transfer of control of all or part of our business. Where permitted by law, any personal data that you have provided to us will, where it is relevant to any part of our business that is being transferred, be transferred along with that part and the new owner or newly controlling party will, under the terms of this Privacy Policy, be permitted to use that data only for the same purposes for which it was originally collected by us.
5. Retaining and deleting personal data
- This Section 5 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal
- Personal data that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes for which that data is collected, held and processed, and as permitted or required by law
- Notwithstanding the other provisions of this Section 5, we may retain your personal data where such retention is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural. All such retention will be subject to the implementation of appropriate technical and organizational measures to protect the rights and freedoms of data subjects, as required by applicable law.
6. How do we store your personal data?
- Your personal data is stored on a secure local PC and on third-party servers operated by Ionos.
- Your personal data may be transferred to a country outside the European Economic Area (EEA consists of all EU member states, plus Norway, Iceland and Liechtenstein), which the European Commission has made an “adequacy decision” with respect to the data protection laws of such We will take all steps to ensure that any personal data which is transferred to country outside the EEA is treated as safely and securely at the same levels of protection as it would be within the UK and in accordance with the applicable European data protection law.
7. How do we protect the security of your personal data?
- We implement and maintain reasonable and appropriate technical and organizational security measures to protect the personal data we process, from unauthorised access, alteration, disclosure, loss or theft.
- Should despite of our security measures, a security breach occur that is likely to result in a risk to the data privacy of a data subject, we will inform the relevant data subjects and other affected parties, as well as relevant authorities when required by applicable European data protection law, about the security breach as soon as reasonably possible.
8. The rights you have over your personal data
- We have listed below the rights you have under the European data protection law with respect to your personal You should read the relevant laws and guidance from the regulatory authorities for a full explanation of these rights:
- The right to be informed about our collection and use of personal data (see Section 2);
- The right of access to the personal data we hold about you (see Section 2);
- The right to rectification if any personal data we hold about you is inaccurate or incomplete;
- The right to be forgotten (see Section 3);
- The right to restrict the processing of your personal data (see Section 4);
- The right to data portability (obtaining a copy of your personal data to re-use with another company);
- The right to object us processing your personal data for particular purpose;
- Rights with respect to automated decisions making and profiling; and
- The right to withdraw consent (see Section 5).
- You have the right to confirmation as to whether or not we process your personal data and, where we do, access to the personal data, together with certain additional That additional information includes details of the purposes of the processing, the categories of personal data concerned and the recipients of the personal data. Providing the rights and freedoms of others are not affected, we will supply to you a copy of your personal data in accordance to the European data protection law. The first copy will be provided free of charge, but additional copies may be subject to a reasonable fee.
- In some circumstances you have the right to ask us to delete any personal data we hold about you without undue Those circumstances include: the personal data are no longer necessary in relation to the purposes for which they were collected or otherwise processed; you withdraw consent to consent-based processing; you object to the processing under certain rules of applicable data protection law; and the personal data have been unlawfully processed. However, there are exclusions of the right to erasure. The general exclusions include where processing is necessary: for compliance with a legal obligation; or for the establishment, exercise or defense of legal claims.
- In some circumstances you have the right to restrict the processing of your personal Those circumstances are: you contest the accuracy of the personal data; processing is unlawful but you oppose erasure; we no longer need the personal data for the purposes of our processing, but you require personal data for the establishment, exercise or defense of legal claims; and you have objected to processing, pending the verification of that objection. Where processing has been restricted on this basis, we may continue to store your personal data. However, we will only otherwise process it: with your consent; for the establishment, exercise or defense of legal claims; for the protection of the rights of another natural or legal person; or for reasons of important public interest.
- To the extent that the legal basis for our processing of your personal information is consent (e.g., for marketing purposes), you have the right to withdraw that consent at any If you make such withdraw, we will cease to process your personal data for this purpose, provided that such withdrawal will not affect the lawfulness of processing before the withdrawal. If the processing is not based on consent, you have the right to object to the processing.
- If you would like to exercise, or assistance with, any of the aforementioned rights, you may contact our Data Protection Officer at: info@hsgsecurity.co.uk or by using the contact details as described in Section 12
- If you have any cause for complaint about our use of your personal data, please contact our Data Protection Officer at: info@hsgsecurity.co.uk or by using the contact details as described in Section 12 below and we will do our best to solve the problem for If we are unable to help, you also have the right to make a complaint to the applicable data protection supervisory authority (if in the UK is to the Information Commissioner Office advice bureau at www.ico.org.uk).
9. Third Party Websites
This Privacy Policy applies only to your use of our Service. Our Service may contain links to other websites neither owned nor managed by us. Please note that we have no control over how your data is collected, stored, or used by other websites and we encourage you to review the privacy policies of any such websites before providing them of or allowing the collection of your personal data. The personal data you choose to provide to or that is collected by these third parties is not covered by our Privacy Policy. We would like to emphasize that we are not responsible for the content or the privacy policies of websites to which our Service may link or websites that link to our Service.
10. Our Service are not intended for Children
Our Service and apps are meant for adults. We do not knowingly collect personal data from children. If you are a parent or legal guardian and think your child has given us information, you can contact us.
11. Changes to our Privacy Policy
We may change this Privacy Policy from time to time by updating this page and publishing a new version on our Service. If this happens, we will post a notice on our Service that changes were made in our Privacy Policy and we will change the “Last Updated” date at the bottom of this document. Any such changes will become binding on you on your first use of our Service after the changes have been made. Therefore, following such notice, we highly recommend that you should check this revised policy, to ensure that you are happy with any changes.
12. Contact Us
If you have any questions with regards to this Privacy Policy or requests concerning your personal data, please contact us by email at info@hsgsecurity.co.uk or through our online ‘Contact Us’ form, available at: https://hsgsecurity.co.uk/contact/
Last revision: 23/05/2024