If an engineer needs to attend your property outside of a scheduled maintenance visit, a callout charge will apply to all clients (contracted or non-contracted). The difference lies in the rate and priority you receive.
If you hold a comprehensive maintenance contract, please refer to here.
📉 Contracted Clients
Clients with a Wilson Alarms maintenance plan benefit from:
Much lower callout rates compared to non-contracted clients.
Priority response, including out-of-hours coverage.
Discounted charges for additional time spent on site.
Access to 24/7 engineer support.
🚫 Non-Contracted Clients
For customers without a maintenance plan:
A higher callout rate applies.
Emergency service is generally limited to standard office hours. You will not receive 24/7 support.
Additional time and parts are charged separately.
No guarantee of priority response.
You can become our contracted client by paying a £99 + VAT takeover fee followed by the annual maintenance charge (starting at £104 + VAT). You will be given this option when you contact us.
🔎 Why the Difference?
Contracted clients receive lower charges because their systems are regularly maintained, making them easier and faster to service.
Non-contracted systems may be older or in unknown condition, often requiring longer diagnostic work — hence the higher rate.
Priority scheduling always goes to contracted clients first.
📝 Note & Reference
For full details, please refer to our official documents: