At Wilson Alarms, we provide service and support to both contracted and non-contracted customers — but the level of priority and benefits differ significantly.
Having a maintenance contract isn’t just a formality; it’s your guarantee of priority service, compliance, and peace of mind.
🧾 Contracted Clients
Contracted clients are customers who hold an active maintenance and/or monitoring contract with us.
✅ Benefits of Being a Contracted Client
Priority engineer response: Your calls and callouts are always prioritised ahead of non-contracted clients.
Lower callout charges: Discounted rates apply to all service visits and emergency callouts.
24/7 emergency cover: Guaranteed access to our out-of-hours engineers.
Compliance assurance: Maintains NSI Gold certification and Police/Fire response eligibility.
Early fault detection: Regular servicing helps prevent failures and costly repairs.
Peace of mind: Your system is always covered, tested, and ready when you need it.
🚪 Non-Contracted Clients
Non-contracted clients do not hold an active maintenance plan with Wilson Alarms.
You can still request a callout or one-off service, but:
⚠️ Limitations
No guaranteed response time: Callouts are booked only after contracted clients have been scheduled.
Higher callout rates: Non-contracted visits are charged at standard (or premium) rates.
No 24/7 cover: Out-of-hours callouts may not always be available.
No ongoing maintenance checks: Small issues can go unnoticed until a full breakdown occurs.
💡 Why Having a Contract Matters
A maintenance contract isn’t just a service plan — it’s an insurance policy for your alarm system.
It ensures:
Your system stays compliant with insurance and Police requirements.
You have first-line access to engineers during busy periods or emergencies.
You’re protected from unexpected costs and downtime.
During peak times (such as severe weather, power cuts, or system-wide network faults), we must prioritise contracted clients — sometimes at the expense of non-contracted customers. This ensures our service commitments are upheld to those who rely on us year-round.
🏁 Summary
Category | Contracted Clients | Non-Contracted Clients |
Priority Level | Always prioritised | Lower priority |
Response Times | Guaranteed within contract terms | Based on availability |
Callout Rate | Discounted | Full rate |
24/7 Cover | Included | Not guaranteed |
System Maintenance | Scheduled & proactive | Reactive only |
Compliance | Meets NSI/Police requirements | May not comply |
✅ In short:
Having a maintenance contract gives you priority protection, faster response, and lower costs — ensuring your security system is never left unattended when you need it most.
To check your contract status or request a quote, contact us at:
📧 service@wilsonalarms.co.uk
☎️ 0116 245 3030