GuardHome’s head office is in Harlow Essex.  The company was founded by Eric Chorley with the aim of offering customers modern security systems that were right for them along with excellent service. GuardHome has grown but is committed to the original goals set by Eric.

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Alarm systems are often purchased by businesses or home owners under stressful circumstances following a break in or attempted break in.  Even when that is not the case there is usually a degree of urgency and the customer is at a disadvantage against unscrupulous companies and their salesmen.  From the very first contact the customer makes with the alarm company through the survey and installation and then continuing again through to ongoing maintenance and support the quality of customer care and service is especially important.    It’s important because we are dealing with people’s private space, personal property, feeling of security and need for trust and confidence in their supplier.

Unfortunately, there is a tendency for this industry to fall far short of what customers may reasonably expect by way of care and service.  Many surveys are superficial with a salesman filling in a sales sheet to maximise the value of the sale rather than address the customer’s requirements.  Many installers are inexperienced and have no formal certification, especially those from smaller companies.  Probably worst of all are the arrangements for support and maintenance where good service and care can make such a difference.  Instead, this work is often conducted under agreements containing clauses that allow the supplier to charge for lots of hidden extras and to increase prices automatically while providing minimal benefit.  Suppliers get away with it because the customer is locked in. This may contribute to many suppliers’ lack of genuine interest in customer service.

From the outset GuardHome Ltd had the aim of breaking the industry mould by putting customer care and service at the very centre of the way it operates.  Put another way the aim was to have customer service built in not bolted on. The challenge has been to turn these sentiments into demonstrable results, to have customer care and service run through everything like the letters in a stick of rock and to have mechanisms that ensure continual correction and progressive improvement.