From the first telephone enquiry through to the speedy and professional service carrying out a fire risk assessment on a property I am purchasing, I am absolutely amazed snd delighted by the courtesy... Toon meer
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Walker Fire keep sending emails saying they have an appointment booked. I don't know who they are and certainly don't need their services. If any one turns up here I will call the police.
Bedrijf heeft geantwoord
We have queried our bill due to its huge increase and despite both phoning and emailing we have been simply ignored. Of course this is poor practice and illegal. Walker Fire if you read this, get you... Toon meer
Bedrijf heeft geantwoord
Excellent service from start to finish. The team were professional, responsive and very easy to deal with. Dean and his team are clear experts and helped us work through the fire safety require... Toon meer
Bedrijf heeft geantwoord
3,2
Gemiddeld
36 reviews
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Complaints Resolved
I experienced many problems (too many to list) since Walker Fire acquired Tod Security. This was disappointing and caused great anxiety. However, having complained in writing, I received attentive service from staff named Chelsea and then Emma Jackson in the Customer Services Dept. Thanks to Chelsea and Emma for resolving my complaints.
6 september 2025
Review zonder uitnodiging
Antwoord van Walkerfire
Thank you for your review Ian. We’re sorry to hear about the difficulties you experienced after the acquisition. We know that many of the challenges stemmed from historic practices prior to Walker Fire taking on full responsibility, and we appreciate how frustrating that has been for customers.
Now that all services are solely managed by Walker Fire, with our own systems, processes, and teams in place, we do not anticipate further issues. The transition itself was not the problem – the focus has been on moving away from legacy ways of working and bringing everything up to the standards our customers rightly expect.
I’m pleased Chelsea and I were able to support you, and I’d like to reassure you that going forward you can expect a consistent, reliable service under Walker Fire.
Walker Fire Customer Care Team
I recently had a query with my system
I recently had a query with my system. The team sorted this quickly and efficiently. I found all staff pleasant, friendly and professional.
19 augustus 2025
Review zonder uitnodiging
Antwoord van Walkerfire
Thank you so much for your 5-star review! We’re really pleased to hear that your query was resolved quickly and that you found our team friendly and professional. Your feedback means a lot to us and I’ll be sure to share your kind words with the staff involved.
Avoid at all costs
We had an ongoing agreement with Spitfire services who are now owned by Walkerfire. Since taking over they have attended site once(late) and charged triple what we were paying before without informing us beforehand, performed incorrect tests, filled in paperwork with incorrect information and missed items.
Unfortunately after raising these issues with Walkerfire they have chosen not to respond except with demands for payment of these massively overinflated invoices.
Avoid at all costs
16 juni 2025
Review zonder uitnodiging
Antwoord van Walkerfire
Thank you for taking the time to share your feedback. I’m sorry to hear about your recent experience and appreciate you bringing this to our attention.
Please be assured that we are honouring all existing agreements and I would like to personally look into the concerns you’ve raised regarding service visits and invoicing. If you could kindly contact me directly at ejackson@walkerfire.com
, I will review your account in detail and ensure this is addressed appropriately.
We value your feedback and will do everything we can to resolve this matter to your satisfaction.
Westmorland fire and security, Walker Fire now, don’t care about their customers
Westmorland fire and security now Walker fire installed and serviced my home security, intruder, fire and CCTV. This year I requested my intruder alarm to be serviced, having done this before and paid approximately £80 I didn’t bother asking and wasn’t offered a quote. The service engineer was an hour late for the appointment, no apology or explanation but it happens. He was at the house 15 minutes. I was then presented with an invoice for £187 having paid £80 the prior year 134% increase. When I queried this the staff were rude, completely uninterested , no explanation, no apology for not mentioning this huge increase YOY. They don’t care about customer service it’s pay up or else. Would recommend anyone considering a home security system go somewhere else.
21 juli 2025
Review zonder uitnodiging
Antwoord van Walkerfire
Thank you for taking the time to leave your feedback. I'm very sorry to hear about your recent experience and the frustration it has understandably caused.
I’ve listened to your concerns and I have previously left a voicemail asking you to get in touch so I can personally look into this and help resolve matters. If you're able to contact me directly at ejackson@walkerfire.com, I would really appreciate the opportunity to put things right.
We take all feedback seriously and are committed to making improvements where needed. I hope to hear from you soon so we can work towards a resolution.
A Succesful outcome after Emma's Customer Service Intervention
I had a very poor experience with WalkerFire, but after reporting on Trust Pilot I received a reply from Emma.
After Email correspondence with Emma my situation has been favourably resolved.
I am impressed with Emmas professionalism, she thoroughly investigated my complaint and issued a Credit Note removed the charges for the Call Out Visit. A revised Invoice has been issued.
She has also identified training requirements and operational improvements. I do hope these are put in place before my next Alarm Service. Emma is professional - I hope the other employees become so.
My dealings with Emma have given me a confidence in the company.
9 juli 2025
Review zonder uitnodiging
Antwoord van Walkerfire
Thank you very much for your thoughtful update and for giving us the opportunity to resolve the matter. I’m pleased to hear that your experience has improved and that the resolution we reached met your expectations.
At Walker Fire, we’re committed to ensuring every customer has access to our experience team and someone who will listen, understand, and take action when needed. While many of our processes are now streamlined through automation to improve efficiency and consistency, we’ve also invested heavily in our customer care approach to ensure no one is left without support.
While we always welcome feedback, we also encourage customers to contact us directly whenever possible—we are confident that many issues can be resolved swiftly and fairly through conversation.
Thank you again for your fairness and for allowing us the chance to put things right. I hope your future experiences with us are smooth and positive.
Emma
Customer Care Team
Avoid in Northern Ireland
We have had significant problems with Walker since their takeover of Focus, a company in Northern Ireland that installed our fire and intruder alarm. They have been unable to maintain the fire alarm, and have zero internal coordination to share diagnostics or solutions. Despite this, they chase aggressively for invoices for services which have not been provided to the standard required.
19 juni 2025
Review zonder uitnodiging
Antwoord van Walkerfire
Thank you for your feedback. We’re sorry to hear that your experience since the transition from Focus to Walker Fire hasn’t met your expectations.
We understand that changes following a company acquisition can sometimes lead to temporary disruption, especially where systems and service records are being integrated. While we aim to keep things as seamless as possible, it’s clear that this hasn’t been your experience, and we regret any inconvenience caused.
We do take service standards seriously and would welcome the chance to review your account in detail to address any specific concerns and ensure that only work delivered to the required standard is invoiced.
If you’re open to discussing this further, please don’t hesitate to contact us at ejackson@walkerfire.com. We’d appreciate the opportunity to put things right.
Many thanks
Emma
Customer Care Team
Rip off merchants
We are stuck in a Walker Fire contract and all they do is charge a load of money for very little. The most expensive and shit company I've ever had to deal with. can't get through on customer service and the itemised invoice is a complete sham. daylight robbery. I would advise anyone to stay well away from these rip off merchants.
13 mei 2025
Review zonder uitnodiging
Poor workmanship
Poor workmanship, Walker fire charged us over £3000.00 for a repair and we had to call out another company to re-do their work, they left our workshop with no lighting at all because of what they had done.
they don't respond to emails and their organisation when it comes to compliance is appalling, we have now cancelled our contract as we lost all faith and they cost us so much extra money.
27 februari 2025
Review zonder uitnodiging
Antwoord van Walkerfire
We're very sorry to hear about your experience. We’ve tried to contact you for more information, but unfortunately, we don’t have enough details to identify your account or the specific job in question. Without this, we're unable to investigate or resolve the matter properly.
Please get in touch with us directly at ejackson@walkerfire.com, referencing your company name and the site address, so we can look into this as a priority. We take feedback seriously and would like the opportunity to understand what went wrong and how we can put it right.
Kind regards,
Emma
Customer Care Team
Poor contact/management
One of our tenants phoned to log an alarm. An engineer was sent out (without any contact or authority from anyone authorised)
The engineer silenced the alarm and left however the alarm sounded again and had to be correctly silenced by another tenant.
No-one from this company contacted myself to inform me of this alarm. First I knew a bill for £370 was sent to me!
After speaking with Emma Jackson who managed to investigate and resolve the action, I have amended my initial review. We received a bit of a refund.
12 november 2024
Review zonder uitnodiging
Antwoord van Walkerfire
Good afternoon
Further to our most recent conversation and correspondence, I am so pleased we have been able to sort this invoicing error for you. As discussed we would very much appreciate for you to revise your review. Should you need any further assistance please contact me directly.
Many thanks
Emma
Customer Care Team
Shockingly bad on multiple counts!
Without a shadow of doubt Walker Fire has to be one of the worst companies we have ever dealt with. It is very hard to give them even 1 star. They took over Keyways, our home alarm company, and have since driven away most of their loyal customers. They seem incapable of invoicing correctly, responding to alarm maintenance issues, and if ever there was an oxymoron it would have to be for ‘Walker Fire customer service’. Shockingly bad, they’ve taken over what was a great local company and relegated it to standards below even the likes of water companies and the large utilities providers.
7 november 2024
Review zonder uitnodiging
Antwoord van Walkerfire
Thank you for sharing your feedback, and I’m truly sorry to hear about your dissatisfaction with our services. We understand how disruptive invoicing errors and delayed responses to maintenance requests can be, and your experience falls far short of the high standards we aim to maintain.
Our goal in integrating Keyways into the Walker Fire family was to offer enhanced support and resources, and we regret that these changes have impacted your experience negatively. We recognize that consistency and local service are highly valued, and I’ve shared your comments with our team as part of an ongoing commitment to improve service for all our customers.
If there’s anything specific we can do to address your concerns or provide assistance during this transition, please feel free to reach out to us directly. We’d welcome the opportunity to make things right and regain your confidence in Walker Fire.
Thank you again for your honest feedback.
Best regards,
Emma
Customer Care Team
Poor Service - High Costs
Since Walker Fire took over Westmorland the service has has been much worse (with everything having to go through a central office) and the charges are now much higher. We recently needed to replace the board in a fire alarm control panel. Walker quoted £677+VAT. We got a quote from another local company, who are known for being a bit expensive, and they were £511. That's a difference of £166 or 32% !! We will be cancelling our contract with Walker.
17 oktober 2024
Review zonder uitnodiging
Antwoord van Walkerfire
Thank you for your feedback and for bringing these concerns to our attention. We’re sorry to hear you’ve been disappointed with our service and pricing, as we strive to provide high-quality, competitively priced support.
Since Walker Fire’s acquisition of Westmorland, we’ve implemented additional support measures and a centralized service model to ensure consistency and efficiency. In response to pricing concerns, we offer a Price Protection Scheme, which can fix maintenance prices for up to three years and provide more competitive quotes for new services—helping to keep costs manageable over time.
We understand cost is an important factor, and we’d be happy to review your account to see if we can provide a pricing structure that better meets your needs. Please don’t hesitate to reach out to us directly to discuss this further.
Thank you again for sharing your thoughts. We’re committed to continuous improvement and appreciate the opportunity to make things right.
Best regards,
Emma
Customer Care Team
Not even worth one star absolutely…
Not even worth one star absolutely shocking! Do not even waste your time using this service all they are about is money!
2 juli 2024
Review zonder uitnodiging
Antwoord van Walkerfire
Thank you for sharing your feedback. We’re sorry to hear about your disappointment and understand that billing and service expectations are important to our customers. We’re committed to delivering high-quality service and ensuring transparency in all our interactions, including billing.
If there has been any misunderstanding or if there’s anything specific we can address, please reach out to us directly. We would be more than happy to review your account details with you and resolve any outstanding concerns.
Thank you for giving us the opportunity to improve.
Best regards,
Emma
Customer Care Team
Took over Westmorland Security who were…
Took over Westmorland Security who were really good. Expensive, take advantage and exorbitant charges - clearly don't want domestic customers. Orisec Alarm they quote for update is way more expensive than Orisec systems from others. Avoid!
17 april 2024
Review zonder uitnodiging
Antwoord van Walkerfire
Thank you for taking the time to share your feedback. We’re sorry to hear about your dissatisfaction with our pricing and services.
Since Walker Fire took over, we’ve focused on enhancing support and service professionalism, ensuring that our team is equipped to meet the highest standards. To offer added value, we provide a special Price Protection Scheme that can lock in maintenance costs for up to three years and offer more competitive quotes for new services, helping customers manage their expenses over time.
We recognize that cost is a key factor, and we’re committed to transparency and fair pricing. If you’d be open to discussing your concerns further, please reach out to us directly—we’d be happy to review your account and explore any available options to better align with your expectations.
Thank you again for your feedback, and we hope to have an opportunity to improve your experience with us.
Best regards,
Emma
Customer Care Team
Took over Westmorland Alarms in 2020
Took over Westmorland Alarms in 2020, who I have a valid existing contract with, to maintain my house alarm system.
Despite the contract being signed a couple of months AFTER the takeover, Walker Fire are refusing to honour the contract and want to charge me 100% more to service my alarm system. Appalling company. Avoid avoid avoid.
2 februari 2024
Review zonder uitnodiging
Antwoord van Walkerfire
Thank you for sharing your feedback with us. We apologize if there’s been any confusion regarding your existing contract with Westmorland Alarms.
We strive to provide transparent and fair service, and we would be more than happy to review any existing contract terms with you to ensure we’re honoring any prior agreements. Additionally, we have several price-saving deals available, and we’d be glad to discuss options to provide the best value for maintaining your alarm system.
Please reach out to us directly, and we’ll work to resolve this to your satisfaction. Thank you for giving us the opportunity to improve your experience.
Best regards,
Emma
Customer Care Team
Overcharging for fire extinguisher servicing by Walker Fire
Our fire extinguishers were serviced by Walker Fire in Feb 2024. We have 2 CO2 extinguishers 2kg, and 5 foam 6 lit, all made by Moyne Roberts, who own Walker Fire. We were charged £834.91 (all figures include VAT). These extinguishers can be purchased brand new for £374 from Zoro UK. So we were overcharged £460 by Walker Fire.
19 februari 2024
Review zonder uitnodiging
Antwoord van Walkerfire
Thank you for your feedback. We’re sorry to hear you’re concerned about the charges for your recent fire extinguisher servicing.
It’s important to note that our service charges cover not only the extinguishers themselves but also our comprehensive maintenance, which includes inspection, testing, and certification to ensure compliance with safety regulations. Additionally, the cost factors in our engineers’ expertise and travel, as well as any necessary replacement parts.
We value your business and would be happy to review your account to see if any adjustments can be made to better meet your expectations. If you’d like to discuss this further, please don’t hesitate to reach out directly—we’re committed to finding a solution that works for you.
Thank you again for bringing this to our attention, and we hope to have the opportunity to improve your experience.
Best regards,
Emma
Customer Care Team
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