Lol, Charlie, the technical term above above is widely used amongst the industry, bear in mind it's subjective and encompasses a plethora of issues. One man's bag of poo is another man's feast as they say. (or not) I'm sure he'll elaborate in pinpoint precision.
If your current company have been servicing the system for a year without the engineer code I'd be asking a few questions.
There could also be the question that ADT own the intellectual rights to the programming of the system they did.
Or stay employed, put the hours in for a well paying company if it's the money that motivates you (we're all different) and enjoy your life in a more stress free way.
Like any electrical component the mechanical parts (relay) has a finite life, imagine how many times this will have operated, so ime for the sake of a few £'s id be looking to replace.