I worked for a Security Company for a number of years as the operations manager, and I have to say the 3 minute response time from when the alarm went off to when you were called is an excellent response time. I'll explain why.
Your alarm goes off. The Alarm panel then needs to contact your monitoring station and communicate with the alarm receivers. That takes on average 30 - 45 seconds. The receivers then send the signal to an alarm operator sitting at a work station. The account is brought up and he needs to read the accounts instructions.
The account instructions tell him what to do (based on your instructions when you set the account up) - Dispatch the police to run the alarm, dispatch a Security company to run the alarm, or contact the business owner. Some times two of the above. That’s another 30 - 60 seconds. Then he has to make the call. All in all, 3 minutes was a great response time.
Sucks your place was broken into, but good on ya for having a CCTV system in place. Did the police manager to identify the person on the video?
Have you given any thought to getting someone in to perform a security audit - IE CPTED (Crime Prevention through Environmental Design). How much lighting do you have in the area? Statistically speaking, brightly lit areas have a 90% reduction in break-ins and theft than dimly lit areas and I can guarantee this was a driving factor in the crime.
99% of thefts and break-ins are crimes of opportunity. Take the opportunity away by changing the variables, and you greatly reduce your chances of being a victom.
Originally Posted by Steve-Hostirian
The security company calls the salon first, then our home and cell phones. I don't understand the delay in calling us, but you're right - it wouldn't have made any difference. I made it there 11 minutes after the robber left, and 3 minutes before the police arrived.
My advice to you, clarify the instructions on your monitoring account as follows.
First call - Security company to run the alarm
Second call - You as the property rep (you will only be called if the Security company finds an issue)
Third call - Police in the even a break in is verified.
Reasons for the above order -
If you call the police first and its a false alarm, you get billed for a false alarm. Usualy anywehere from $100 - $150 per instance.
If you diapatch a Security company, you get a dispatch bill, usualy around $30 - $35.
Commercial and Residential alarms are usualy a low priority for police as 95% of alarms are false, caused by faulty equipment, air conditioning or heating units kicking in and blowin blinds / plant leaves setting off the motion sensors. Unless the alarm is varified as an actual alarm (usualy done by the number of hits on the alarm, IE: glass break alarm, followed by multiple mostion detectors, a door alarm and so on - multiple alarms within seconds). The police will always take their time getting to them uless they are told it is an actual break-in and its been verified.