From Just A Number To A Monitoring Partner That Feels Part Of The Team.

When The ARC’s Service Becomes The Installer’s Reputation

A Matter of Security is a family-run electronic security company based in Essex, providing intruder alarms, fire alarms, CCTV systems and access control to domestic and commercial customers. The company also operates a separate alarm-response and keyholding service, so its team experiences monitoring from both sides: as the installer whose name and reputation sit behind the system, and as the responder relying on the information supplied when an alarm activates.

As its previous ARC became larger, Directors Jamie Reynolds and Tobey Bailey felt the quality of service was moving in the opposite direction:

• The information reaching the response team following activations was becoming less useful.
• Support felt increasingly impersonal, and the business no longer had the level of contact or accountability it expected from such an important partner.
• A new account manager arrived to introduce himself, only for Jamie’s team to discover that he had already been assigned to their account for seven months without their knowledge.

By then, A Matter of Security was already transferring monitored sites to Aspeiro. The encounter reinforced exactly why the company had decided to move: it no longer wanted to feel like a number.

Monitoring Support For The Whole Installer Journey

A Matter of Security needed more than reliable signal handling. It wanted a monitoring partner that would make life easier from the moment a system was ordered and commissioned through to its ongoing management. As sites progressively moved to Aspeiro, the difference was quickly felt across the business:

• Clear points of contact with people who understand the company and its customers.
• Straightforward ordering that can be managed by the office team.
• Responsive support throughout setup and commissioning.
• Modern online tools that simplify routine administration such as keyholder changes.
• Fast equipment fulfilment, with next-day delivery.
• Direct access to a hands-on team when advice or support is needed.

The relationship also reflects the way A Matter of Security runs its own business. Rather than pursuing growth at the expense of service, they focus on quality, accessibility and making sure customers can always speak to somebody. Those shared values allow Aspeiro to work as an extension of the installer instead of simply acting as a supplier behind the scenes.

Less Management Noise. More Confidence.

Jamie described the change in service as a “massive improvement,” but the clearest evidence comes from the people dealing with Aspeiro every day. The office team noticed the difference almost immediately: ordering became easier, equipment arrived quickly, commissioning support was straightforward and routine account changes could be completed through more modern systems.

For an installer, a quiet inbox can be a meaningful result. The Directors no longer spend their time managing the ARC relationship, because their team is not bringing them problems, only positive feedback.