Keeping customers and staff safe and secure

Business as usual, that’s not something you may have heard lately!

While we made changes to accommodate COVID lockdown in line with government guidelines, we maintained our services for our customers with no interruption. Rancom continued to provide 24/7 monitoring, responding to emergency calls and providing engineer call outs.

We are now returning to normal, working within the current guidelines to ensure the safety of our staff and our customers. Where home visits are required by our teams, full PPE will be worn to ensure your and their safety.

We recently received a testimonial from a customer who appreciated us maintaining our service standards, click here to read what they said.

Customer Testimonial

Here at Rancom, we always appreciate it when our customers take the time out of their day to tell us that we are doing a good job.


After recently needing assistance, Mrs Winnie from Worcester had this to say about our service:


“I cannot praise Rancom or their Cougar monitoring station enough. We had an issue with our alarm at the weekend and the monitoring station responded immediately. Once they had confirmed we were safe, and it was not an alarm call, they were so reassuring. We called Rancom and within half an hour, Kevin the emergency engineer was at our home. He fitted a new panel, sorted out the issues and left us feeling happy, safe and secure. We were about to go on holiday and the swift actions of all concerned has meant we have been able to go away with total peace of mind. Thank you all”.


We are always committed to providing a superior service and offer continuous support to ensure that each of our customers are left feeling happy, safe and secure.

Coronavirus Update: Keeping Our Customers Safe

Rancom is committed to continuing to provide the superior service and support that our customers have come to expect of our company throughout this situation.

Rancom Security has taken the decision to close its offices temporarily, after closely monitoring developments nationally with respect to the Coronavirus (Covid-19) and following the latest Government advice.

We would like to assure all our customers that you remain our priority and we will be available on the telephone or via email to handle any concerns or questions and deal with any problems you may have regarding your alarm.

Our contact number for general enquiries is 0333 405 2333 or email us at

We had already been taking steps to ensure the safety and wellness of our employees and customers, but will now be limiting home visits except in exceptional circumstances where you have an issue with your alarm or medical pendant.

For emergencies out of hours please call 07990 573374.

Please note, we will also have very limited access to postal correspondence at this time.

As you are aware, the entire globe has been impacted due to the Coronavirus outbreak and this situation remains dynamic and constantly moving. We will continue to provide updates as we learn more.

Rancom is committed to continuing to provide the superior service and support that our customers have come to expect of our company throughout this situation.

If you have questions or concerns about your alarm, or require assistance, please get in touch with us and we will do our very best to provide answers.

Christmas Fundraiser Thank You

rancom charity

A Sutton Coldfield church has thanked staff at Rancom Security for their generous donation which provided Christmas food and treats for the homeless during the recent festive period.

Staff at the home security company in Emmanuel Court in the town centre donned Christmas jumpers and paid for the privilege, raising almost £100, which Rancom then took to Sutton Coldfield United Reformed Church.

Rancom presented Reverend David Walton with the donation which was in turn given to the church-run food bank provider Food4U. The handover has become an annual tradition for Rancom in recent years.

Today, staff at the Brassington Avenue Church thanked the Rancom team, saying that the money had enabled them to purchase food and additional treats for a number of the homeless who visit the centre in the run up to Christmas.

A church spokesman said: “Each year we just about manage our money to provide what we can so extra donations like this mean we can buy a few extras to make the food bags extra special at this time of year.

“We would like to thank everyone at Rancom and say we are truly blessed by their continued support.”

Why our Guaranteed security officer response!

Constantly striving to minimise potential user false alarms, and additional resource required by our badly overstretched police force, we are helping our customers while trying to overcome the pressure placed on the police to respond and keep our customers safe, protected and secure whether at home or away.

We have become aware from our own customer’s reports, through our association with the various accrediting bodies, and media reports regarding our badly overstretched police forces, that the level of police response, time to respond and overall availability is now no longer what we believe it should be. We therefore consider it no longer appropriate to compromise our customer’s safety if the required and timely response from the police is not guaranteed.

Below are a few links which highlight the issues the police forces are having, and likely to continue to have. You can find many more reports online in the public domain.

The independent – Police forces are ‘failing the public’ due to cuts, Police Federation chief warns –

Daily mail – Police chiefs warn budget cuts are ‘putting lives at risk’ as forces struggle with rising crime and terrorism threat –

The Guardian – Police chiefs warn of fewer officers after Treasury shrinks budgets further –

To ensure Rancom customers are not affected by today’s police forces who are reported to be unable to respond quickly or in some cases, not at all to domestic alarm activations; we have aligned ourselves with two international security companies, who can provide a nationwide guaranteed mobile security officer response for our customers.

Before making this enhancement to our services public and available to our customers we shared our concerns and details of our service upgrade with local and regional police forces, trading standards and accrediting bodies. Presenting copies of the letters we were to send to our clients, to ensure that all was understood and communicated effectively, allowing all concerned to plan for the switch away from the police URN service.

Our comprehensive alarm system is linked to a 24/7 – 365 days a year monitoring station that confirms an activation and contacts the national security service, other services and customer’s nominated key holders when required on their behalf.

On a confirmed activation, the security officer will attend the customers property. If they discover a ‘crime in progress’ or signs of attempted burglary, they will notify the police directly, providing our customers with a prompt and guaranteed response and also identifying immediately if police response is required.

The vast majority of our customers have already switched to this enhanced response, with no additional cost or interruption of service, and are happy that regardless of the effects the current or future “true cost of policing” and government funding has, that they will get a guaranteed response.

The launch of Rancom Commercial.

rancom commercial logo

You may have seen some changes to our website recently. With the addition of our Rancom commercial page.

Continuing to improve and enhance our core business of security solutions in the domestic market place, Rancom commercial services is an obvious extension.

Existing customers who wished to use Rancom to protect their business, and companies that have seen our testimonials who enquired about commercial security can now become a commercial customer.

The addition of the specialist commercial team and enhancements to our stringent internal processes and systems, enables us to offer business customers comprehensive fire and security solutions, on time and in budget, specifying future-proofed systems that protect both Life and Property.


Some of the services we now include are:

  • Consultation and surveys – Rigorous and detailed site surveys and risk assessments.
  • Intruder detection systems (IDS) – Gold standard intruder detection systems for all types of premises.
  • CCTV – First class real time images and archived footage, along with intuitive analytics tools.
  • Fire detection – Fire system design, installation and maintenance.
  • IP & Integrated access control systems – Intelligent access control networks


We will also be providing the following services through our trusted partnerships:

  • Emergency lighting – Design and installation, discharge tests and battery replacement.
  • Fire extinguishers – Risk assessments, annual servicing and call out replacement.
  • Sprinklers – Visual inspections, wet tests and flow switch integration.
  • Roller shutters – Battery backup, integration, keyfob and servicing.
  • Gates and barriers – Design, installation, servicing and integration.
  • Physical protection – Steel cage design and roller shutter call outs.


You can read all about our new services on our commercial page, or contact our team on 0333 405 0021 if you prefer.

No Hidden Costs

No hidden costs

No hidden cost is something we know adds real value for customers. When looking at overall costs for an effective & comprehensive security system, along with a full monitoring service Rancom Security provide you may expect to have to pay for the for call outs and servicing each time you require assistance, as you do for other providers.

Hidden costs that are over and above the initial stated payments you may have been shown when choosing a provider of security and monitoring services can soon mount up.

For many years Rancom Security have included all costs (except battery replacement) in our transparent pricing. This doesn’t mean that you receive poor service, On the contrary, our response is quicker than the industry’s regulator SSAIB (Security Systems and Alarms Inspection Board) requirement for a 4-hour call-out response in the event of a call-out for any technical issue, Rancom Security will respond within 3 hours to rectify any issue.

Moreover Rancom Security WILL NOT charge for the call-out, over and above the original contractual pricing already agreed. This is unlike other providers who will charge call-out costs on an ad-hoc basis and whose rates vary, but we believe they are averaging about £80.00 per call out, and product replacements may also charge in addition to the call out cost in many cases.

Adding these hidden costs to the initially stated costs from an alternative provider, for what can also be system with less devices and not offering the full monitored services (see our website for more details on Police, emergency and key holder response and a typical installation) often means you actually pay more for what is a smaller system and a less effective monitoring package.

If you have any questions regarding the Rancom Security system, the comprehensive monitoring and the inclusive costs please contact us.

What should I expect from an installation?

Here at Rancom Security, we love to welcome new customers, and we appreciate purchasing a new security system can appear to be a complicated process, particularly if an incident has spurred you to look at your security. So we like to make it as simple as possible for you.

Any of our customer service team will talk you through each stage of the process, but sometimes it’s a little more reassuring to have the process mapped out for you before you begin.

So what can you expect from Rancom Security?

 Rancom Installation


Our friendly Customer Service Team

Initially you will speak to our customer service team, so they can gain some understanding of your requirements. All of our customers have different needs, so we talk to you about your needs and wants to establish how we can best help you.

Once our customer service team have gained an idea of your requirements, they will book an appointment with you for one of our security advisors, who will come and visit you at your home and perform a security assessment. We understand there may be other people involved in the decision of your home’s security, such as you partner or a family member, so we advise having them present for the appointment. There are many differences to our system, monitoring and services that we would like to ensure all parties who are helping you make a decision understand.


A thorough Security Assessment

Our security advisors will provide an assessment of your home, to identify any risks that may be present, whether that’s security for your home, or risks to your own wellbeing due to medical conditions. If you have any particular concerns, now would be a good time to point them out to the security advisor, so they can offer advice and appropriate solutions whilst they are there.


Monitored Security Packages

As we are monitoring specialists, all of our installations have a monitored system that contacts additional services over and above contacting your nominated key holders. Our standard system includes a control panel with the additional benefit of 2 way audio to enable conversations with the monitoring station. Your Rancom security advisor will talk you (and anyone else involved in the decision) through your options, and how the systems work.


A Quick Installation

Once you have discussed your requirements with our customer service team, and with our security advisor, you may be anxious to get your Rancom Security system in place, and we agree that the sooner you have peace of mind, the better.

At Rancom, we believe it is part of our duty of care that once we have performed a security assessment, to highlight any risks, that we get solutions in place quickly, to eradicate those risks as soon as possible.

You will have received a thorough explanation from our security advisor on how the system works, but our engineers will also provide you with an Easy user Guide and a quick reference booklet during the installation process for you to refer to if you need to.

This is to ensure the best service possible for our customers, and we know that it is something the majority of our customers appreciate. However, this does not affect your statutory rights.


No Hidden Costs

Rancom Security uniquely offers a complete all in one package. Once your system, monitoring and maintenance contract is agreed, there are no hidden charges, unlike other providers who charge for each instance such as resetting your alarm or engineer call-outs. You can confirm these benefits, and any costs with your security adviser, or with our customer service team.


How did we do?

We know we make a huge difference to a lot of people’s lives, and knowing our customers are safe is why we work so hard each day.

It is nice though to hear back from customers when one of our team have done a good job, so if you had a helpful, polite and friendly security advisor, a fantastic engineer, or are really impressed by our quick installation, then why not leave us a comment on our testimonials page?


We hope that has given you a clearer idea of our installation process, but should you have any more questions, don’t hesitate to call our customer service team, who will be happy to answer any further queries you may have.


Great Feedback! Customer Satisfaction Survey Results are in.


CPA Survey ResultsAt Rancom security, we thrive on taking care of customers, and providing them with peace of mind. Especially as a lot of our customers come to us having experienced an incident that has got them thinking about their security, and who deserve to have someone to take care of it for them.


But our jobs are enhanced even more when we receive kind words back regarding our service or system.

Recently we had our results back from our CPA (Consumer protection association) survey which is taken each year, where Rancom customers are asked for their own evaluation of Rancom’s professionalism and quality.



This year we have manged to not only maintain impressive results, but improve upon them too!

CPA Pie Chart

The survey showed 99% of our customers would award us “good”, “very good” or “excellent” in regards to our overall services, which is up from 92% last year.

It also showed that for another year running, 100% of customers would not only say that we worked efficiently and were courteous and professional, but 100% also said they would recommend us.

CPA Bar Chart

This is a great reflection of the hard word we put in to providing a great customer service, and results we hope to keep replicating year on year.

You may have noticed we also recently updated our testimonials page. As a lot of our testimonials are hand written and handed in to engineers, they take pride of place on the walls of our head office, to remind us of the fantastic things we have achieved for our customers.

However, we thought it was a shame not to share these with our future customers, so we regularly update our testimonial page not only with comments posted to our site, but also with the handwritten notes we are given.

If you would like to leave a few words about your experience with Rancom Security, please feel free to head to our testimonial page to complete our simple form. Alternatively you can call one of our customer service team on 0333 405 2333 or write to us at:

Customer Services team

Rancom Security Ltd

Rancom House

2 Emmanuel Court


Sutton Coldfield

West Midlands

B73 6AZ