Slow response to alarm

It has happened twice in the past few months that I had a false alarm and they call me only after more than 10 minutes. That is not helpful; in that time my wife and I could have had our throats cut for all they know. The most recent incident was over the weekend of 17/18 March 2019 where there had been an alarm due to the battery of the alarm system having been run flat due to a power failure. This happened at 14:15. Secure Rite only called about 30 mins later when I was not within hearing distance of my phone. Armed response turned up after 18:00 only. That is unacceptable.