Smart home aftercare: what happens when something goes wrong?
A smart home is software as well as hardware. It needs updates, occasional fixes and someone who knows it. Good aftercare keeps it working the way it did on day one.
A smart home is software as well as hardware. It needs updates, occasional fixes and someone who knows it. Good aftercare keeps it working the way it did on day one.
Why aftercare exists
Devices receive firmware updates, apps change, broadband providers swap routers, batteries run down and families change how they want the house to behave. None of this is a fault in the installation. It is simply what owning connected technology involves. Aftercare means there is a team who knows your system and can respond.
What good aftercare includes
- Proactive monitoring. Spotting offline devices, low batteries and network issues before you notice.
- Managed updates. Tested before they are applied, so updates do not break automations.
- Remote support. Many issues can be fixed without a visit.
- Annual service. A check of hardware, backups, batteries and performance, and a chance to adjust automations.
- Clear response times and call-out terms.
Our plans
| Plan | Monthly | Highlights |
|---|---|---|
| Essential | £14.99 | Remote access, email support, proactive health monitoring, 2 to 3 business day response. Annual service available as a £295 add-on. |
| Care | £39.99 | Free annual service, phone and email support, 1 business day response, discounted call-outs, free remote assistance. |
| Complete | £69.99 | Free annual service, 24/7 priority support and emergency response, discounted labour, free remote assistance, two free call-outs a year. |
Full details are on our aftercare page.
How to compare plans from any installer
- What response time is promised, and is it business days or calendar days?
- Is remote assistance included or charged?
- Is an annual service included?
- Are call-outs and labour discounted?
- Is aftercare optional? It should be. You should own your system either way.
Do you need a plan at all?
No. Our systems run locally and do not depend on a subscription to function. Aftercare is about speed of response and peace of mind. Larger, more complex homes, second homes and households that rely heavily on automation usually benefit most.
Third-party subscriptions
Separately from support, some features use optional services, such as Nabu Casa for remote access and voice assistant linking, which costs £6.50 a month or £65 a year including VAT if bought directly (Nabu Casa). We tell you about any such costs before installation.
Common questions
Will my smart home stop working if I cancel aftercare?
No. The system runs locally and keeps working. You would simply lose monitoring, priority support and included servicing.
Can you support a system you did not install?
Often yes, after an initial audit. See our guide to replacing or rescuing an existing system.
Are aftercare prices ex. VAT?
Our site shows prices ex. VAT unless stated otherwise.
Related services
Sources
Last reviewed 1 November 2026. Prices ex. VAT unless stated.
More guides
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When should you plan a smart home in a new build or renovation?
Before first fix. Cabling decisions are cheap while walls are open and expensive afterwards, so the design should be settled before the electrician starts.
Ready to start your journey?
Tell us about your home and we will reply within one working day to arrange a free 15-minute discovery call.