Certification and compliance for Alarm and Video Monitoring Centres

Looking for an experienced partner for the construction or renovation of an alarm or video monitoring centre? Protify is your reliable knowledge partner. We offer professional project management for both the realisation of new centres and the optimisation of management systems for existing ones. Our consultants guide the entire (re)construction process and ensure full compliance with applicable laws and regulations. We also support the development of an effective security plan, risk assessment, and the setup of clear, efficient operational processes. With years of experience across multiple European countries, we know exactly how to make your alarm or video monitoring centre compliant with relevant legal and regulatory requirements. We think strategically with you and always offer a tailored solution.

We provide full support throughout Europe—and beyond if needed—during both (re)construction and operational phases, ensuring your monitoring centre always performs at a distinguished level.

Mathijs de Vaal

Managing Consultant

Examples of EN 50518 Requirements for Monitoring Centres

Response times by alarm type

According to the EN 50518 standard, monitoring centres must apply strict KPIs for response times per type of alarm notification. This includes the initial response time, the period between receiving an alarm notification and the first response from an operator. These clear performance indicators ensure that alarm notifications are handled quickly and effectively, which is essential for maintaining the safety of customers and property.

To continuously improve these KPIs, we apply the so-called PDCA cycle. We define concrete objectives and procedures (Plan), implement and monitor the response times in practice (Do) and evaluate the achieved results through periodic audits and analyses (Check). Based on this evaluation, we adjust where necessary (Act), so that we continuously improve the processes and always meet the requirements of the standard.

Redundancy for the IT architecture for high-risk locations

The EN 50518 standard sets requirements for the IT infrastructure related to the alarm reception and processing chain. This means that for alarm and video monitoring centres receiving alarm notifications from high-risk locations, critical IT processing systems must be implemented redundantly, so that in case of a failure, switching to a redundant system occurs immediately. This ensures that services remain continuously and safely operational, even in case of unexpected incidents. This requirement can be further elaborated by applying the ISO 22301 standard: Requirements for business continuity. With this standard, you develop documented and tested continuity plans and recovery procedures, which not only guarantee technical redundancy, but also ensure that operational processes are managed robustly and proactively. Operational redundancy is therefore much more than just technical redundancy!

Requirements for private alarm centres and video monitoring centres

In the Netherlands, the Ministry of Justice & Security imposes strict requirements on private alarm centres and video monitoring centres under the Private Security Organisations and Detective Agencies Act (WPBR). In fact, as an alarm or video monitoring centre, you are required to comply with the European standard EN 50518 before you can obtain a licence to operate such a centre. There are strict rules regarding the design of a monitoring centre to reduce the risk of an attack and to limit any consequences of an attack. These rules are subject to change and are based on societal demands in a constantly changing and increasingly complex world. These requirements are included in the European standard EN 50518. A distinction is made between requirements relating to:

– Structural construction
– Installations and security systems
– IT infrastructure

We guide you in a project-based manner through all the requirements of the standard to ensure that your alarm or video monitoring centre complies with EN 50518 and applicable laws and regulations.

Management system for alarm and video monitoring centres

In addition to guidance on (re)construction of alarm and video monitoring centres, Protify also supports the setup and implementation of the management system as required in EN 50518. A distinction is made between requirements relating to:

– Risk control (derived from risk management ISO 31000)
– Ensuring secure handling of information (derived from information security ISO 27001)
– Ensuring quality (derived from quality management ISO 9001)
– Ensuring continuity (derived from business continuity ISO 22301)

Based on various informative sessions, we go through the requirements together and draw up policy documents and procedures. We work from the principle of an integrated management system in which the requirements from EN 50518 are embedded.

If there is a wish or requirement from other stakeholders to also hold additional ISO certificates, then the requirements from these ISO standards can easily be incorporated into the integrated management system (IMS). Think, for example, of implementing a management system according to ISO 9001 for quality management, ISO 22301 for business continuity or ISO 27001 for information security. See our related blog for experience with implementing an integrated management system: MPL implements integrated management system.

Why ARC and VSC companies choose Protify

With years of experience in the security sector, we understand exactly what’s involved in certification and the implementation of sector-specific standards. We have supported various organisations and know the practicalities like no other. Our expertise not only helps you achieve certification but also supports structural improvement of business processes.

At Protify, we believe in a personal approach. Our consultants take the time to understand your organisation, recognise your challenges, and work closely with you to deliver the best solutions. No generic advice, but genuine involvement and tailored guidance – ensuring you always have expert support at your side.

Standards and sector-specific assessment guidelines don’t have to be complicated.
We translate complex requirements into clear, actionable steps that align with expectations. That way, you know exactly what is needed and benefit from a practical, effective management system that not only complies with standards but also adds real value to your organisation.

No two organisations are the same – and we fully understand that. That’s why we don’t offer one-size-fits-all solutions. We focus on what your organisation truly needs. Whether it’s business goals, processes, risks, or the implementation of controls, we provide an approach that fits your way of working and ambitions.

Welcome to Protify.