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Covid-19 Update 15th April

Wednesday, April 15, 2020 | Comments (0)
Dear Customer,

Firstly, I hope you are all staying healthy and well and that you had a good bank holiday break. Whilst I appreciate that it probably wasn’t quite the type of break that you anticipated, I do hope that you had an opportunity to get some down time and enjoy the nice weather.

Following on from previous correspondence, I wanted to write to check in and provide you all with an update on the situation here at EMCS as the situation around the COVID-19 pandemic unfolds.

As expected, outside of the main operation team we have seen changes to workflow, in response to this and where appropriate, we have reassigned some team members to other departments to ensure service levels are sustained. We have also temporarily reduced staffing levels in some parts of the organisation utilising the Government‘s Job Retention scheme which has enabled us to reduce health risk for individuals, as well as assisting with business continuity efforts.

We are delighted to say that despite the challenging times the measures we have put in place have ensured that we continue to meet all industry performance requirements and we remain focused on ensuring that we can continue to do so. This could of course not be achieved without the hard work and commitment shown by the fantastic team of critical workers we have here at EMCS, the resilience shown throughout this very difficult time has been amazing and I am extremely proud of each and every one of them.

I would also like to highlight that your patience and understanding to date has been greatly appreciated, with a special thanks going to those that have taken the time to send kind messages of gratitude and support, they have all been shared with the team here and have provided a much-needed lift.

On a final note I would like to re-enforce that in these uncertain times EMCS remain dedicated to supporting you and our mutual end-users, primary considerations remain focused on ensuring business continuity and to maintaining service levels, though of course at the forefront of any decision is the wellbeing of our team. Regular reviews are completed both internally and more broadly, so as the situation evolves please rest assured, we will continue to adapt and respond to ensure we are able to fulfil our commitments to you.

As always please do feel free to reach out should you require any further assistance.

Assuring you of our best intentions at all time,

Andrew Barge
Managing Director

EMCS extend CCTV Sentry 24/7 maintenance service to non-monitored CCTV systems

Tuesday, April 07, 2020 | Comments (0)
As the enforced lock-down surrounding the COVID-19 outbreak is preventing CCTV Installers making their usual maintenance visits, it is more important than ever to ensure the on-site CCTV is working and fit for purpose, especially as property may be closed, or operating at reduced times - we would therefore like to offer reassurance that the CCTV Sentry integrity check service is included within your monitoring package as standard with all compatible EMCS monitored CCTV connections.

Since this the COVID-19 situation has unfolded we have however received a number of enquiries from installers looking to add CCTV Sentry services to their non-monitored CCTV systems to enable the ability to carry-out remote maintenance services: In order to support our clients and provide peace of mind in these challenging times EMCS are able to extend the CCTV Sentry service to include non-monitored systems and we can confirm that the service is available as follows:

  • CCTV Sentry services can operate even if the system is working on a technology that is not currently an EMCS integrated monitoring partner
  • The system must have network connectivity available to activate the CCTV Sentry service
  • Set-up is quick and easy taking just a few moments – (Though please note this needs to be between 9am-5pm Mon-Fri)
  • There is no set-up fee to activate the service
  • The service is available on a pay-as you-go basis with a reduced rolling monthly contract option
For more information on the CCTV Sentry 24/7 remote maintenance checking service and the functionality, please see the CCTV Sentry Information Sheet below which also details monthly tariffs or to get set-up you can call our CCTV team directly on : - 0844 335 6818


Remote Management Tools Available from EMCS

Thursday, March 26, 2020 | Comments (0)

We know that many of our Installer partners have closed their offices in line with Government guidelines, so thought it pertinent to remind you that we have free secure web services available for your team’s use should they be working remotely and require access to your monitored estate.

The use of these services will also assist with easing traffic into EMCS enabling us to support you more efficiently as we move forward in this situation with what we anticipate is likely to stretch resources: -

SmarTest: Designed for use by Engineers in the field, this service can be accessed via smartphone and allows users to do the following:

  • Put systems on and off test
  • Check activity logs
  • Issue Remote Resets
  • View live CCTV footage
  • Review but not amend Key-holder details
  • Perform remote commands (subject to device in use)

NetPort: Designed for use by those carrying our admin functions, maintaining data records or those responsible for reviewing activity logs, false alarm management and or running reports

  • Put systems on and off test
  • Check activity logs
  • Issue Remote Resets
  • Check and review CCTV Footage
  • Add/amend Key-holders and their availability
  • Add amend passwords
  • Add/amend site telephone numbers
  • Check Pins & event response plans
  • Review Special actions
  • Run reports

Enduser SmarTest: Designed for end-users, this service can be accessed via smartphone and allows users to do the following:

  • Put Fire & CCTV systems on and off test
  • Check activity logs
  • View live CCTV footage
  • Review but not amend Key-holder details

All of these systems are; fully secure as they are accessed via websites akin to online banking services, available 24/7, provide live instantaneous access so all updates are made in real time.

We are able to deliver training remotely via the free online video conferencing facility Zoom for any of these services. If you would like more info or want to get your team set-up please contact our sales department via email: - sales@emcs.co.uk or by telephone on: - 0800 716 179.


COVID-19 Update

Tuesday, March 24, 2020 | Comments (0)
Further to our correspondence last week we wanted to write to update you on our position regarding the escalating situation surrounding COVID-19 outbreak.

Our focus remains on keeping our staff safe and well and as a business we have of course taken all appropriate action to ensure this. The team have responded extremely well to all of the changes we have implemented to their working environment to date and we are very proud of the resilience they are showing in what are very challenging times for all. Their dedication is to be applauded.

Our collective and primary priority is however, of course, to ensure that EMCS can continue to deliver the vital function of protecting the people and property of our mutual end-users.

As this situation unfolds and our resources are further stretched, we will obviously need to ensure that we can sustain service levels and this will mean we have to be agile in our approach to prioritising alarms in order to achieve this effectively. With this in mind and in addition to the cross skilling and restructuring measures we have put the following additional provisions in place across the organisation:

Admin Processing Thresholds: A decision has been made to remove the time thresholds from our ordering and edit requests directed to our admin department; we have already seen a surge in inbound activity and whilst we are managing to honour the same working day completion promise we provide standardly, we will naturally need to reprioritise this as this situation progresses. We therefore ask that you remain patient as there may be some delays in processing requests further along the line.

Automation on Lower priority Alarms: We have been working with our software provider to enable the capability to distribute lower priority alarm handling via our automated services, where appropriate, should we need to. These notifications will be sent by way of SMS Text notifications or email where possible, the alarm events that we anticipate this service could apply to are: - AC Power Fail, Battery Fail, BT Link Down, BT Link OK, Fault Alarms, Mains Failure, Low Battery, Low RF Battery, Panel Fault, Power Loss, PSTN Low Voltage and System Trouble.

The use of the automated services will enable our team to respond to the increasing pressures we anticipate ahead and allow focus to remain on escalating the higher priority alarms such as: Fire, Personal Attack, Confirmed Intruder, CCTV, Audio/Visual Intruder, Environmental, Medical, Lone Worker alarms.

Of course best endeavours will be made to provide a personal escalation for ALL alarms however these are extreme times and we are sure that you will appreciate this is a necessary and responsible provision to have in place as we see out the next few weeks and all that we anticipate this may bring.

Message Handling Services: Regrettably EMCS is unable to provide any additional Message Handling Services at present; we will however honour the out-of-hours cover-line facilities we are already currently committed to.

Remote Working: Outside of our core operation we have a number of support staff currently working remotely from home ensuring that we can continue to support you in other areas of the business. This number will no doubt increase as and when we finalise arrangement to enable this. Obviously this temporary set-up may impact on work flow and responses times as staff will be utilising remote access facilities which naturally can operate at lower processing speeds, people may also be cross-skilling so may take a little longer to process your request so we ask that you bear that in mind when corresponding with our team.

We thank you for your support, patience and understanding at this time.

As always, if you have any additional concerns or questions please do get in touch.

Assuring you of our best intentions at all times.

Andrew

COVID-19

Wednesday, March 18, 2020 | Comments (0)
We write to provide some reassurance to our clients and an update on the measures we are putting in place to ensure service continuity throughout these testing times.

As you will be aware industry regulation requires EMCS have a robust disaster recovery plan in place which covers connectivity, communications infrastructure as well as staffing resource etc. Obviously security restrictions mean that we are unable to share exact detail of these plans with you but please be assured that EMCS provisions exceed that of the industry requirement, we also have our secondary Alarm Receiving Centre (ARC) which provides dual resistance. Ensuring the health and well-being of our work force is paramount at this challenging time and we have of course also adapted our policy and procedures to ensure that every action possible has been taken to keep them healthy and well.

We would however like to share some of the additional measures we have taken to increase staff well-being and ensure operational function with you:

Meetings - Visitors to the ARC were stopped a few weeks ago and the building will remain closed to non-essential visitors until further notice. Our field staff off site meetings were halted at the beginning of this week. Internal meetings will be taking place via video conferencing.

Communication/Guidance – There are regular communications around personal hygiene and sanitation measures both here at the ARC and outside of the work place, as well as confirmation of symptoms and self-isolation information to all staff, relayed in accordance with Government guidelines. There has been sign posting and links provided to Government and official health care guidelines for all staff around exposure to symptoms, shared households, social distancing and vulnerable people as and when there are updates made to advice given. We have also been monitoring any annual leave plans for all employees in a bid to identify possible risks associated with travel.

Sanitation/Hygiene – We have elevated sanitation levels throughout the business; we have increased the number of hand sanitiser dispensers and antibacterial wipes around the building and we have implemented increased cleansing routines at the beginning and end of shift change overs – We have reorganised our workspaces and teams are now spread out in line with social distancing guidelines and are proactively limiting interaction between staff members and departments. Travel around the building is restricted and where possible dedicated areas of the building have been assigned to specific teams to limit the possibility of cross infection.

Remote Working – Provisions have been put in place for staff who work in functions outside of our operations team to work remotely from home and roll-out has begun with an option to increase this across the workforce when and if appropriate.

Cross Skilling – Members of our work force are being trained and cross skilled in other areas of the business to enable fluidity across departments and ensure that we can be reactive to changing requirements and ensure contingency throughout our operation.

The situation is however fluid so we will continue to keep abreast of the situation, monitoring the advice provided by government and healthcare officials and we will update you of any change to procedure if and when appropriate. Our commitment to you as clients remains unchanged and we will continue to work around the clock to ensure that we can deliver the essential services that yourself and your clients are reliant on.

We thank you for your support at this time and please do feel free to reach out should you have any queries.

Assuring you of our best intentions at all times.

Andrew Barge

Admin, Accounts and Sales Christmas and New Year Operational Hours

Friday, December 13, 2019 | Comments (0)

Christmas:

Christmas Eve - Tuesday 24th December 2019: Closing 13:00

Please ensure that all amendments are sent to us no later than 12:00 as we cannot guarantee that any correspondence received after this time will be actioned.

Christmas Day Holiday – Wednesday 25th December 2019: Closed

Boxing Day Bank Holiday - Thursday 26th December 2019: Closed

We return to work on Friday 27th December 2019 at 09:00

New Year:

Tuesday 31st December 2019: Closing 15:00

Please ensure that all amendments are sent to us no later than 14:00, we cannot guarantee that any correspondence received after this time will be actioned.

New Year’s Day Wednesday 1st January 2020: Closed

We return to work and normal working hours on Thursday 2nd January 2020 at 09:00

Message Handling Rotas:

We would be grateful if all customers with Message Handling accounts could ensure that all rotas are sent to us no later than 17:00 Friday 13th December 2019 for the Christmas and New Year period, as we cannot ensure that any rotas received after this time will be actioned.

On behalf of everyone at EMCS we would like to wish you a very Merry Christmas and a Happy New Year.


NSI Installer Summit - March 21st

Friday, March 08, 2019 | Comments (0)

EMCS are delighted to join our industry colleagues at the NSI Installer summit event in Birmingham’s Vox Centre on 21st March 2019.

EMCS will have a number of team members on-hand showcasing our service innovations and to answer any questions you may have regarding all things monitoring!

Previous events have been really informative so we are looking forward to seeing lots of you there for what promises to be a fantastic event.

EMCS will be exhibiting on Stand 33 so please come and say hello!

If you haven’t already, you can register your attendance here.


Admin, Accounts and Sales Christmas and New Year Operational Hours

Tuesday, December 04, 2018 | Comments (0)

Sales - Christmas and New Year Operational Hours

Christmas Eve - Monday 24th December 2018: Closing 13:00

We return to work and normal working hours on Wednesday 2nd January 2019 at 09:00

Admin and Accounts - Christmas and New Year Operational Hours

Christmas:

Christmas Eve - Monday 24th December 2018: Closing 13:00

Please ensure that all amendments are sent to us no later than 12:00 as we cannot guarantee that any correspondence received after this time will be actioned.

Christmas Day Holiday – Tuesday 25th December 2018: Closed

Boxing Day Bank Holiday - Wednesday 26th December 2018: Closed

We return to work on Thursday 27th December 2018 at 09:00

New Year:

Monday 31st December 2018: Closing 15:00

Please ensure that all amendments are sent to us no later than 14:00, we cannot guarantee that any correspondence received after this time will be actioned.

New Year’s Day Tuesday 1st January 2019: Closed

We return to work and normal working hours on Wednesday 2nd January 2019 at 09:00

Message Handling Rotas:

We would be grateful if all customers with Message Handling accounts could ensure that all rota’s are sent to us no later than 17:00 Friday 7th December 2018 for the Christmas and New Year period, as we cannot ensure that any rota’s received after this time will be actioned.

On behalf of everyone at EMCS we would like to wish you a very Merry Christmas and a Happy New Year.


Your Invitation to our ARC in Nottingham

Friday, November 02, 2018 | Comments (0)

Redcare Product Launch Invitation at EMCS 

In conjunction with BT Redcare, EMCS are delighted to invite you to our ARC to introduce you to  BT Redcare’s Next Generation product portfolio.

The events will enable you to gain an overview of the new range and their features and capabilities. We’ll also have technical support from BT Redcare, who’ll be running engineer workshops with live demos on the new installation processes. As well as introducing the all new interactive engineer technical support smartphone application (SightCall), which will enable engineers in the field to access technical support resources around the clock from the palm of their hand.

We’ll be running 2 sessions on both Tuesday 13th & Wednesday 14th November 2018, spaces are limited to 16 per session to promote an interactive environment and ensure that visitors get the most from the workshops so please act quickly to secure your spaces.

 The event will provide:

  • An overview of the features and capabilities of the new Redcare products
  • Clarification of plans for existing Redcare range
  • Progress report on the roll-out for BT’s All IP programme
  • Engineer workshops on installation processes for the new devices
  • Live demo of the all new interactive engineer technical support smartphone application
  • Q&A Sessions with BT Technical experts

Morning Session 

Afternoon Session 

09:00am - Registration & Tea/Coffee
09:30am Welcome from EMCS and what’s new with us
10:00am BT Redcare - Introduction of new product portfolio
10:45am BT Redcare - Workshop providing advice on installation and live demos of engineer support app
11:45am Q&A session
12:15pm Tours of the ARC
12:45pm Lunch is served

01:15pm Registration & Lunch
02:00pm Welcome from EMCS and what’s new with us
02:30pm BT Redcare - Introduction of new product portfolio
03:15pm BT Redcare - Workshop providing advice on installation and live demos of engineer support app
03:45pm BT Redcare Q&A session
04:15pm Tours of the ARC

 

You can register here

We look forward to welcoming you. 

 


Christmas and New Year Operational Hours 2017/2018

Wednesday, November 08, 2017 | Comments (0)

Admin, Accounts and Sales Departments - Christmas and New Year Operational Hours 2017/2018

Christmas:

Friday 22nd December 2017: Closing 17:00

Please ensure that all amendments are sent to us no later than 14:00 as we cannot guarantee that any correspondence received after this time will be actioned.

Christmas Day Holiday – Monday 25th December 2017: Closed

Boxing Day Bank Holiday - Tuesday 26th December 2017: Closed

We return to work on Wednesday 27th December 2017 at 09:00

New Year:

Friday 29th December 2017: Closing 17:00

Please ensure that all amendments are sent to us no later than 14:00, we cannot guarantee that any correspondence received after this time will be actioned.

New Year’s Day Monday 1st January 2018: Closed

We return to work and normal working hours on Tuesday 2nd January 2018 at 09:00

Message Handling Rota's:

We would be grateful if all customers with Message Handling accounts could ensure that all rota’s are sent to us no later than 17:00 Friday 8th December 2017 for the Christmas and New Year period, as we cannot ensure that any rota’s received after this time will be actioned.

CSL Orders

All CSL orders will need to be received by 11am to ensure next working day delivery on the following dates: 22nd, 27th, 28th and 29th of December.

On behalf of everyone at EMCS we would like to wish you a very Merry Christmas and a Happy New Year.