long delay before patrol arival

My alarm app notified me that there was an alarm activation at a property I look after at 10:59 today. I received a call about the alarm activation at 11:03...so a delay of 4 minutes, not exactly great. I said to send the patrol around and went to the house, but the patrol car arrived only at 11:18 - thus, 15 minutes after I requested him and 19 minutes after the alarm activation. This is simply NOT GOOD ENOUGH. As it turns out, there was no burglar in the house this time, but what if there had been - I could've been attacked or even ****ed LONG before the security company I pay to protect me turned up.

[the patrolman said he came as soon as he received the call, and took less than 5 minutes to get to me, which - if true - would mean that the control room is at fault. But this i cannot verify, of course]