What does Crestron maintenance and support include?

Proactive remote monitoring, remote support and programming changes, scheduled maintenance visits, system takeovers where needed, and documentation kept up to date after every change. We support every Crestron system we install and systems installed by other companies.

Can you support a Crestron system installed by another company?

Yes. We take over systems where the original installer is no longer available, no longer trading or no longer meeting the standard the client expects. We audit the hardware and programme, fix faults at their cause and bring the system to a standard we are confident to support.

Can Crestron problems be fixed remotely?

In the majority of cases, yes. Programming changes, software updates, new scenes, device integrations, keypad remapping and fault diagnosis can be carried out from our UK operations without a site visit. An engineer travels when the work genuinely requires physical presence.

Do you also maintain Lutron lighting?

Yes. We support Lutron systems we have installed and those installed by other dealers.

Crestron Maintenance & Support — Monitoring & System Takeovers

We Support What We Install, and Take Over What Others Leave

A Crestron system is not a product that is installed and left. It is a living programme that controls every major system in a property — and it deserves ongoing support that matches the investment it represents. Custom Controls provide proactive monitoring and support for all Crestron systems we install, and for Crestron systems installed by other companies where the original installer is no longer available, no longer trading or no longer meeting the standard the client expects. We are five-time Crestron Integration Award winners and have been supporting Crestron systems since 1998 — we are still maintaining installations from our first decade in business.

Crestron Home

Custom Systems

Audio Video

Blinds

Programming

Proactive Monitoring — We Know Before You Do

Every Crestron system we install is configured for proactive remote monitoring. The system reports its status to our operations automatically — processor health, network connectivity, third-party device responses, Lutron integration status and any error conditions are all logged and flagged. When something needs attention, we are alerted before the client notices anything is wrong.

In practice, this means the majority of issues are resolved before a client ever experiences them. A projector lamp approaching end of life is identified and replaced before it fails mid-film. A satellite receiver that has stopped responding to IP commands is rebooted remotely and its integration is verified. The system continues working. The client continues using it. No call is made. This is what proactive monitoring means — and it is the standard we apply to every system we support.

Remote Support

Crestron processors are remotely accessible. Programming changes, software updates, new scene additions, device integrations, keypad remapping and fault diagnosis can all be performed from our UK operations without a site visit in the majority of cases. For properties in Dubai, the Alps, West Africa and across our international portfolio, remote support is the default — an engineer flies when the work genuinely requires physical presence, not as the default response to every issue.

Crestron System Takeover, Canaletto Tower, City Road

Case Study: Turning a Frustrating System Into an Invisible One, City Road

This apartment in the Canaletto Tower on City Road is the clearest example of a system takeover done properly. The developer-installed Crestron system arrived competently wired but frustrating to actually live with — lighting keypads that bore no relation to what they controlled, an audio system limited to Bluetooth input with no way to tell which rooms were active, an HVAC program only partially commissioned. None of the underlying hardware needed replacing.

We reprogrammed the lighting into genuine activity-based scenes recallable from a single keypad button, upgraded the audio to a proper streaming server with easy room-ganging for parties, and finished the HVAC automation properly — right down to the master bathroom towel rail warming automatically with the lights. The result: a system that was frustrating became invisible in the best possible way, exactly the standard we bring to every takeover. Read the full case study →

System Takeovers

A significant part of our support work involves taking over Crestron systems that were installed or programmed by other companies. The reasons vary — the original installer has closed, the programmer is unavailable, the system has never worked correctly, or it worked once and gradually degraded as devices were updated and the programme was never maintained. In every case, our process is the same: audit the existing hardware and programme, establish what is working and what is not, fix faults at their actual cause rather than working around them, and bring the system to a standard we are confident to support on an ongoing basis.

Takeovers are not rewrites by default. Where the existing programme is fundamentally sound and the issues are specific and addressable, we fix what needs fixing and leave what is working. Where the programme is too compromised to maintain efficiently, we rewrite. We tell clients which applies before any work begins. Read more about our system takeover, repair and renovation service →

Worldwide Support

We support Crestron systems on every continent where we have installed them. Our approach varies by location and by the nature of each property — some clients have resident staff who can carry out simple physical interventions under remote guidance; others require an engineer on site. For larger systems and international properties, we maintain hot spares for critical components — a touchpanel or processor held in reserve at the property means that a hardware failure does not mean a system failure. For seasonal properties and rental properties, we offer pre-arrival system checks — ensuring every system is verified and operational before the owner or guests arrive, regardless of how long the property has been unoccupied.

What a Maintenance Visit Covers

Scheduled maintenance visits are planned around the property’s use rather than a fixed calendar, so a family home might be visited before the summer holidays and a second home before the owners return. Each visit covers firmware and software updates, a check of every processor, touchpanel, keypad and network device, a review of equipment racks for temperature and cabling, and a walk-through of the scenes and schedules with the household. Anything that needs attention is reported in writing with a recommendation, so there are no surprises. The visit is also the natural moment to plan additions, from a new room to an upgraded cinema.

Documentation That Stays With the House

Every system we install or take over is fully documented: equipment schedules, rack layouts, network configuration, programming files and the scenes agreed with the household. That documentation is kept up to date after every change, so support never depends on one engineer’s memory. It also protects the owner, because a well-documented system is far easier to support, extend or hand over if the property is sold.

Five-Time Crestron Integration Award Winners — Unique in EMEA

Five Crestron Integration Awards, won in five consecutive years. No other installer in EMEA has done it. The awards are judged by Crestron itself against entries from across Europe, the Middle East and Africa. Our award-winning entries were a Dubai estate with eight processors and 72 audio zones, a whole-home Derby lighting scheme built entirely on Crestron’s own fittings, two wins for Best High Rise in Europe at Claridge’s and the Beetham Tower, and the first Crestron Digital Media installation in the UK, on Baker Street. Open any award below to see the project behind it.

Best International Project — A Whole-Estate Crestron Installation, Dubai

Huge Crestron Installation, Dubai Estate

Our most celebrated Crestron case study — and the project that won us the Crestron Integration Award for Best International Project — is a complete Crestron system spanning two large villas, extensive gardens, a swimming pool, a basketball court, a lake and a stream on a private estate in Dubai. Eight Crestron processors provide integrated control throughout, distributing audio to 72 zones, video to 32 zones and managing well over 400 lighting channels across both villas and the grounds. Five surround sound zones, five Kaleidescape movie servers, four Apple TVs, 24 audio sources and a full Crestron Sonnex audio distribution system serve the family villa, the guest villa, staff areas, offices and classrooms simultaneously.

The scope is perhaps best illustrated by its details: the basketball court has four cabinet speakers mounted on the floodlights with two sunken subwoofers; the garden fire pits are Crestron-controlled; the gym features Artcoustic speakers enhanced by subwoofers; and the master bedroom suite houses a bespoke Stax headphone system with a valve amplifier and DaVinci DAC for private listening. The dedicated home cinema room in the family villa seats eight in Cineak chairs with backlit Onyx tables, with a 3.5m screen and 17 channels of surround sound — one of the most comprehensive Crestron installations ever delivered in the residential market. Read the full case study →

Best Lighting Control & Design — A Whole-Home Lighting Installation, Derby

Where the Dubai estate shows what Crestron can do at maximum scale, this new-build home in the Derby countryside shows what it can do with lighting alone, done properly — the project that won us the Crestron Integration Award for Best Lighting Control & Design, and the first installation in the UK to use Crestron’s own dimmable LED fittings end-to-end, with nothing else involved in the lighting. Over 350 fittings across 200+ channels — each drawing roughly 18 watts while matching the output of a 50-watt halogen downlight — are managed through six distributed lighting racks for clean cabling and full redundancy. The client calculated that the entire house now uses the same lighting energy previously used by just the kitchen and dining room alone. Scenes, scheduling and remote access are available from the wall touchpanels, more than 50 keypads or an iPad, and every keypad is custom-engraved so each button says what it does.

Lighting sits alongside 24 audio zones and 16 video zones over Crestron Digital Media, full heating and air conditioning control, gate intercom distributed via touchpanels throughout the property, and a complete monitored security and CCTV system with automatic camera-follow logic — every part of it native Crestron, controlled from the same wall touchpanels and iPad interfaces used for everything else in the home. Read the full case study →

Best High Rise in Europe — Claridge’s Hotel Penthouses, Mayfair

Crestron touchpanel in a Claridge's Hotel penthouse, Mayfair

Working inside the listed Claridge’s Hotel, we installed Crestron-controlled Loewe multimedia systems in two penthouse apartments of three rooms each — the project that won the Crestron Integration Award for Best High Rise in Europe. The interiors are listed, so no new cable routes could be created and nothing could be chased, drilled or rewired. Every decision about equipment and control started with the building rather than the product catalogue.

Every room has a Loewe LED TV and Blu-ray player. In the living rooms, 46-inch Loewe TVs are paired with upgraded audio: the Individual Sound Projector in one apartment and stand-mounted stereo speakers in the other, both supported by subwoofers. Wireless control removed the need for wall-mounted keypads or new wiring to each control position, which is what made a full Crestron system possible in rooms that could not be physically altered.

The design centred on the Crestron TPS-6X wireless touchpanel, which uses RF rather than WiFi for instant response and freedom from interference by neighbouring wireless networks. Each panel carries the Claridge’s crest in a bespoke finish, and guests reach the Loewe LED TVs, Blu-ray, Sky HD and hotel TV from one interface that had to be intuitive for guests of any nationality with no instruction. Read the full case study →

Most Innovative Control — The First Crestron Digital Media Installation in the UK, Baker Street

Crestron control in the living room, Baker Street, London

This modern townhouse near Regent’s Park was the first Crestron Digital Media installation in the UK, and won the pan-European 2010 Crestron Integration Award for Most Innovative Control Solution. It also became an official Crestron case study. HD audio and video from Sky HD, ArabSat, Apple TV and a Kaleidescape server reach eight TVs over Cat5e cable, with an audio matrix feeding ceiling speakers in each room, including DAB radio.

Centralising the sources means one Sky HD, ArabSat, Apple TV and Kaleidescape installation serves the whole house rather than a box beside every television. The Kaleidescape server holds the client’s film collection for instant access in any room, and the CCTV cameras appear as just another source on any screen. The interface was programmed from scratch around the property and the people living in it, with weather feeds and local times for each of the client’s international home locations embedded on the touchpanel home page.

Lighting, heating, Hitachi air conditioning and an Axis IP CCTV system run from the same Crestron interface, on a mix of wired TPS-6L and wireless TPS-6X touchpanels, with iPhone control from anywhere in the world, including switching on the underfloor heating during the transfer from the airport. The Axis cameras are viewable from the client’s laptop or full-screen on a touchpanel at home, with a large storage server keeping all footage available for analysis. The interface is so intuitive that the client turned down training, and it is used regularly by non-English-speaking staff. Read the full case study →

Best High Rise in Europe — Beetham Tower Penthouse, Manchester

Crestron-controlled reception room, Beetham Tower penthouse, Manchester

The top two floors of the 168.87m Beetham Tower, the highest residential living space in Europe at the time of installation, won us the 2009 Crestron Integration Award for Best High Rise in Europe and became an official Crestron Digital Media case study. The biggest challenge was not distributing audio and video but controlling the building management systems: underfloor heating, ventilation, swimming pool temperature and the irrigation for a 4,000 square foot rooftop olive grove, all from Crestron 6-inch touchpanels.

Bringing these systems under one controller means the client never deals with a separate thermostat, pool controller or irrigation timer. Temperature setpoints are adjusted room by room with a simple scroll and tap on the touchpanels, and the heating, ventilation, pool and garden sit in the same interface as the audio, video, lighting and security, so the whole penthouse is run the same way.

Alongside the environment sit eight audio zones and four video zones with a Kaleidescape server that stores the client’s DVD and CD collection so several different films or albums can play at once in different zones, and an FM tuner that is particularly popular in the his-and-hers bathrooms. More than 60 lighting channels and 25 keypads give direct scene recall around the apartment, and CCTV, including the private lift lobby, records on a rolling basis alongside a monitored alarm that notifies the concierge and the client, all in one interface. Read the full case study →

Alongside the awards, we are a Crestron Dealer of Distinction, Crestron’s higher dealer level, and we have been certified Crestron dealers since 1998, the year Crestron was establishing itself as the dominant residential automation platform in the UK. For over two decades we have remained continuously active in the Crestron ecosystem, installing hundreds of systems across every generation of Crestron hardware and software.

Crestron Maintenance FAQs

What does Crestron maintenance and support include?
Proactive remote monitoring, remote support and programming changes, scheduled maintenance visits, system takeovers where needed, and documentation kept up to date after every change. We support every Crestron system we install and systems installed by other companies.
How does proactive monitoring work?
Every Crestron system we install is configured to report its status to our operations automatically. Processor health, network connectivity, third-party device responses, Lutron integration status and error conditions are logged and flagged, so we are alerted before the client notices anything is wrong.
Can you support a Crestron system installed by another company?
Yes. We take over systems where the original installer is no longer available, no longer trading or no longer meeting the standard the client expects. We audit the hardware and programme, fix faults at their cause and bring the system to a standard we are confident to support.
Can Crestron problems be fixed remotely?
In the majority of cases, yes. Programming changes, software updates, new scenes, device integrations, keypad remapping and fault diagnosis can be carried out from our UK operations without a site visit. An engineer travels when the work genuinely requires physical presence.
What does a Crestron maintenance visit cover?
Firmware and software updates, a check of every processor, touchpanel, keypad and network device, a review of equipment racks for temperature and cabling, and a walk-through of scenes and schedules with the household. Anything that needs attention is reported in writing with a recommendation.
Do you support Crestron systems abroad?
Yes. We support systems on every continent where we have installed them. For larger and international properties we maintain hot spares for critical components, and for seasonal and rental properties we offer pre-arrival system checks.
Do you also maintain Lutron lighting?
Yes. We support Lutron systems we have installed and those installed by other dealers. Read about Lutron maintenance and support →

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