CLS Security Services Ltd – Home Response Service Terms & Conditions
Overview
CLS Security Services Ltd provides a home response and reassurance service across Stoke-on-Trent, Madeley, Newcastle-under-Lyme, and surrounding areas. This service is designed to provide reassurance, visible security attendance, and welfare support for customers who may feel unsafe or concerned about suspicious activity around their property. This service is not a replacement for the police, ambulance service, or fire service.
Emergency Situations
If a customer witnesses a break-in in progress, violence, threats to life, weapons, medical emergencies, or any immediate danger, they must call 999 immediately.
CLS Security Services Ltd may also contact emergency services directly where information provided during a call suggests a criminal offence, threat to life, serious injury, domestic violence, or significant risk to public safety. We may still attend the property while emergency services are responding where it is safe and appropriate to do so.
Information Provided During Calls
When contacting our response team, customers may be asked questions to help assess the situation before staff are deployed. This may include what noises have been heard, whether voices can be heard, whether damage is being caused, whether anyone may be inside the property, whether anyone appears to be in danger, and whether the offender may still be nearby. Where information suggests a crime may be taking place, emergency services may be informed alongside deployment of our response staff.
What the Service Includes
- external property checks
- visible patrols around the property
- reassurance checks
- welfare checks
- suspicious activity assessments
- assistance until emergency services arrive if required
- helping occupants remain safe during concerning situations
Examples may include: hearing noises outside the property, concerns about someone being in a garden or backyard, suspicious behaviour near the home, customers feeling unsafe checking outside alone, and checking properties while customers are away.
Attendance Procedures
Our staff are trained to attend properties professionally, safely, and lawfully. Staff will normally remain outside the property unless invited in by the lawful occupier for a legitimate reason, or there is an immediate and genuine concern for danger to life or serious injury. Staff are not deployed to carry out law enforcement duties and will not present themselves as police officers.
Entry to Properties
CLS Security Services Ltd staff do not routinely enter private homes during standard response calls. Entry may only occur where there is a clear emergency situation involving danger to life, emergency assistance is reasonably believed to be required, or emergency services request assistance. If staff arrive and believe someone inside the property may be in immediate danger, they may take reasonable actions to help protect life until emergency services arrive. All actions taken by staff must be lawful, proportionate, and reasonable under the circumstances.
Suspected Break-Ins and Offender Procedures
If a suspected offender has already left the area before our staff arrive, CLS Security Services Ltd staff will not pursue, chase, search for, or attempt to detain individuals. Our staff are not police officers and are not deployed to actively confront offenders or carry out law enforcement duties. The priority of our response service is protection of life, reassurance of occupants, checking for immediate dangers, and assisting occupants in remaining safe until emergency services arrive if required. Where appropriate, staff may assist occupants in moving to a safer location within or outside the property while waiting for police attendance. If an offender is believed to still be present, staff will assess the situation and may immediately request police assistance. Staff reserve the right to remain in a safe position until emergency services attend.
Staff Safety
CLS Security Services Ltd staff reserve the right to withdraw from situations considered dangerous, violent, or unsafe until emergency services attend. The company will not place staff into unnecessary danger and cannot guarantee intervention in violent or high-risk incidents.
Limitations of Service
- prevention of crime
- arrest of offenders
- guaranteed response times
- continuous monitoring of properties
- prevention of property damage or loss
Our role is to provide a professional security response and reassurance service only.
Pricing
Subscription Service
£1 per day
Call-Out Charge
£25 per incident. The call-out charge includes up to approximately 2 hours of on-site attendance where appropriate. Additional charges may apply for extended attendance or specialist services.
Customer Responsibilities
- provide accurate information during calls
- contact emergency services where appropriate
- not misuse the service
- ensure staff can safely access the property where required
False information, abusive behaviour, or repeated misuse of the service may result in suspension or termination of service.
Service Areas
- Stoke-on-Trent
- Madeley
- Newcastle-under-Lyme
- surrounding areas
Service availability may vary depending on staffing and operational demand.
Contact Information
CLS Security Services Ltd
Email: info@clssecurityservicesltd.com
Phone: +44 7860 205434
"Protecting homes across Stoke-on-Trent and Madeley."
Last updated: 26 May 2026