Lutron Maintenance & Support London — Remote Support & System Takeovers

Lutron Support for London and Beyond

A Lutron system is not something that is installed and then forgotten. Scenes need to change as a household changes, keypads get remapped, rooms are refurbished, shading is added and the equipment it talks to is updated. Custom Controls provide ongoing Lutron maintenance and support for every Lutron system we install, and for Lutron systems installed by other dealers where the original installer has closed, is no longer responsive or did not configure the system to the standard the hardware is capable of. Our London team supports HomeWorks QSX, RadioRA 3 and Sivoia shading systems from our office at 88 Wood Street in the City, and we have been working with Lutron for more than 25 years.

Remote Support — Most Changes Without a Site Visit

Lutron systems are remotely accessible, so the majority of day-to-day support is carried out from our UK operations without anyone travelling. Faults, reprogramming requests, new zones and circuits, scene changes, keypad remapping, dimming adjustments and integration changes are resolved remotely in many cases. For properties in Dubai, the Alps and across our international portfolio, remote support is the default: an engineer travels when the work genuinely needs physical presence, not as the automatic response to every issue. Where a visit is needed, our engineers are on site across London and the Home Counties.

Lutron Maintenance Contracts

We offer annual Lutron maintenance contracts for London properties covering scheduled programming reviews, software updates and priority response. For systems we install, this includes ongoing remote monitoring so that issues are caught before the household notices them. For households that do not need a contract, one-off programming services are available to reprogramme scenes, add new zones or bring a system up to date after a refurbishment. Our smart home aftercare and maintenance service covers Crestron, Lutron and the rest of the system together. A contract suits a family home that uses its lighting every day; a one-off service suits a system that is fundamentally sound and simply needs to be brought back in line with how the house is used.

What a Lutron Maintenance Visit Covers

Scheduled maintenance visits are planned around how the property is used rather than a fixed calendar, so a family home might be visited before the summer holidays and a second home or chalet before the owners return. Each visit covers software updates, a check of the processors, keypads, dimming and control equipment and motorised shading, a review of scenes and dimming curves with the household, and confirmation that every integration with other systems is working. Anything that needs attention is reported in writing with a recommendation, so there are no surprises. For seasonal properties we offer pre-season Lutron maintenance visits, ensuring keypads, processors and blinds are fully operational before the first guests arrive. The visit is also the natural moment to plan additions, from a new room to a shading upgrade.

Lutron System Takeovers — Systems Installed by Others

A significant proportion of our work is taking over Lutron systems installed or programmed by companies that are no longer trading, no longer responsive, or simply did not configure the system to a standard the hardware is capable of. If your Lutron lighting has never quite worked the way it should — scenes that do the wrong thing, dimming that buzzes or flickers, keypads with no relation to what they actually control — we can help. Our process is the same every time: assess what is there, 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 happy to support going forward.

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

Lutron and Crestron Supported Together

Many of our Lutron systems are paired with Crestron, with Lutron handling lighting and shading and Crestron running the wider property. Supporting both from one team means a lighting scene that is triggered from a Crestron touchpanel, a cinema routine that dims the room or a keypad button that starts a whole-house sequence is looked after as a single system rather than being passed between two companies. Integration changes are resolved by the same engineers who understand both sides of the link. See our Crestron maintenance and support →

Support in London, the Alps, Dubai and Cheshire

London Lutron projects are designed, installed and supported from our office at 88 Wood Street in the City, covering all London postcodes and the wider Home Counties. In the Alps, our Montriond office covers the Portes du Soleil region directly. In Dubai, we provide remote monitoring and support for the Lutron systems we install, with regular engineer visits for larger maintenance programmes. In Cheshire, our engineers support Lutron systems on site where remote support is not enough.

Documentation That Stays With the House

Every system we install or take over is documented: equipment schedules, circuit and zone lists, network configuration, programming files and the scenes agreed with the household. The documentation is updated 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.

Lutron Maintenance FAQs

• Do you support Lutron systems installed by other companies?
  Yes. We support Lutron systems we have installed and systems installed by other Lutron dealers, including where the original installer is no longer trading.
• Can Lutron faults be fixed remotely?
  In many cases, yes. Programming changes, scene updates, new zones and fault diagnosis can usually be carried out remotely, and we attend site when physical work is required.
• What does a Lutron maintenance contract include?
  Our annual contracts cover scheduled programming reviews, software updates and priority response. One-off programming services are also available.
• Which Lutron systems do you support?
  Lutron HomeWorks QSX, RadioRA 3 and Sivoia motorised shading, alongside the Crestron systems they are commonly integrated with.

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