Help & support for existing customers

Thank you for your valued custom. We're proud to help keep you and your property secure.

This section of our website provides information about managing your customer account and advice on how to contact us for help and support with your Allcooper systems.

If you can't find the information you need below, please call us  and a member of our team will be happy to help.

Allcooper: 01452 372626
Allcooper Garrisons: 020 7430 1111

How can we help you?

Each system we install is accompanied by a Service Contract. This contract entitles you to a set of benefits, which are designed to ensure your systems continue to perform effectively and efficiently.

• An annual burglar alarm maintenance visit(s) by a fully qualified Allcooper engineer, who will maintain your alarm and replace any parts to maximise its performance over the next year (parts and consumables will be charged in line with your contract terms, monitored alarm systems require two visits per year).

• A 4-hour response with priority over non-contracted customers (intruder alarm systems).

• Preferential call-out rates for our engineers (in line with your contract terms).

• Access to remote technical support.

• Notification of when your next burglar alarm maintenance visit is due.

• A history of your system will be stored and available to you.

• A record of regular burglar alarm maintenance in the event of an insurance claim.

• Continuing advice from our teams about ways to safeguard your home.
When your system is due its next maintenance visit, you will be notified by our Service Team.

You will receive either an email or letter prompting you to call us, or a member of our Service Team will contact you directly to arrange a convenient time for our engineer to visit your property.

If you believe your next visit is due, and you haven't heard from us, you can contact our Service Team at any time. We will check our records and book your visit as required.

Call: 01452 372626 / 020 7430 1111
Email: service@allcooper.com
If you are experiencing an issue with your system, our Service Team are available to provide you with troubleshooting assistance over the telephone.

Engineer Call-Outs

For issues that cannot be solved over the telephone, it may be necessary to arrange for an engineer to attend your property. This is what we refer to as a 'call-out' and is typically a chargeable service, depending on the terms of your specific Service Contract.

The cost of a call-out is based on the amount of time spent on site, and if any replacement parts are required. Please note our call-out rates differ depending on the type of property and whether the engineer is called-out during the day or out-of-hours.

As a contracted customer, the call-out rate is significantly reduced compared to non-contracted customers. You also have the right to request an engineer call-out 24 hours a day, 7 days a week.

Call: 01452 372626 / 020 7430 1111
Email: service@allcooper.com
If you would like to amend the keyholder details linked to your monitoring account, you must provide this in writing.

This can be done by email or post. You will be notified once the required changes have been confirmed.

Email: keyholder@allcooper.com
Post: Allcooper Group, 76 Kingsholm Road, Gloucester, GL1 3BD
If you are a contracted Allcooper customer who is planning on moving out of a property fitted with an Allcooper system, please contact us to cancel your contract.

We will require written notice, as per the notice period stated in your Service Contract terms and conditions (typically three months).

If you know the name of the new occupiers, we'd be very grateful if you could pass on these details to us, so we can continue to maintain the system at the property.

Email: customerservice@allcooper.com
Post: Allcooper Group, 76 Kingsholm Road, Gloucester, GL1 3BD

For your new property, we will be delighted to continue to assist with your security needs. Please contact us to arrange a free-of-charge survey and quotation.

Call: 01452 372626 / 020 7430 1111
Email: sales@allcooper.com
At any point during your Allcooper Service Contract you can request a review of your existing systems.

We understand that your needs are likely to change with time. For example, you may be planning on an extension, and need to know how the security systems can be adapted. Another example could be that you're interested in upgrading your system, to keep up with the latest technology.

We'll always keep you updated with new products that may be of benefit to you. If you have any questions about your existing system, contact us to request a security review.

Call: 01452 372626 / 020 7430 1111
Email: sales@allcooper.com
If you are considering an upgrade for your existing system, we'll be happy to provide advice on the options available to you.

Please get in touch in order to arrange a free-of-charge surveyor visit.

Call: 01452 372626 / 020 7430 1111
Email: sales@allcooper.com
If you wish to make a payment to us, please contact our Finance Team.

We can accept payment over the phone, by bank transfer or you can send us a cheque in the post (made payable to Allcooper Group).

Call: 01452 543309
Email: finance@allcooper.com
Post: Allcooper Group, 76 Kingsholm Road, Gloucester, GL1 3BD
If you have a query with an invoice or issues with making payment, please contact our Finance Team using the details below.

Call: 01452 543309
Email: invoices@allcooper.com
In everything we do, we strive to provide the best possible customer service and support for our systems.

Customer Feedback & Reviews

We actively encourage feedback on our performance so we can continue to improve our service. There are several ways you can provide us with feedback, all of which can be done online.

- Feedback Form
- Facebook Review
- Google Review

Not satisfied?

We aim to solve any issues swiftly and satisfactorily. Formal complaints must be sent to us in writing. Please be as specific as possible to enable us to investigate as thoroughly as possible. We will keep you informed and updated throughout the escalation process until a resolution has been provided.

Post: Allcooper Group, 76 Kingsholm Road, Gloucester, GL1 3BD
Email: info@allcooper.com
We do not want to lose your custom.

Please do call us first if you are considering cancelling your Service Contract. Our team will be happy to discuss your reasons with you, and help to resolve any specific issues.

Please note: Formal requests to cancel must be received in writing, and notice must be provided as per the notice period stated in your Service Contract terms and conditions (typically three months). When sending your notice of cancellation, we'd also be grateful if you could let us know your reason for cancelling.

Call: 01452 372626
Email: customerservice@allcooper.com
Post: Allcooper Group, 76 Kingsholm Road, Gloucester, GL1 3BD
Our team are available to support you with any queries or questions you may have.

Office Opening Hours

Monday to Friday, 08:30 to 17:30.

Out-Of-Hours-Service

Outside of office opening hours, we operate an 'out-of-hours' telephone service. This facility allows you to request an engineer to provide technical support or attend your property as a call-out. Call-outs are chargable according to the amount of time spent on site.

Call: 01452 372626 / 020 7430 1111 (24 hours)

Can't find what you need?
 

If you need further advice on your systems and can’t find the answer here, please call our team on 01452 372626.