We are happy with the quote, what’s the next step?
Once you are ready to proceed, we arrange for our surveyor to attend your property at a convenient time to perform a site survey. They collect all the relevant information and access devices so we may provide a professional service.
How long will it take to set up the contract?
Once our site survey is complete and we have all the relevant information, your account will normally be made live on our system within 24 hours.
Will you notify our alarm monitoring company?
No, this is your responsibility. We are unable to do so due to Data Protection. When we perform the site survey, our attending surveyor provides you with a fax which can be forwarded by yourself to your alarm company. It contains all our contact details, a unique property reference number and states that we are now tasked to act as your number one keyholder.
How quickly can you respond?
We cannot give a specific response time due to the shared nature of the services we provide. There are many factors such as traffic / driving conditions or the location / frequency of alarm activations that can affect our response. However, as alarm response is our business, we respond as quickly, effectively and safely as possible.
How do I know my keys are secure?
The security of your property, keys and sensitive security information are our topmost priority. We have developed highly secure, propriety software to manage the movement of keys. All keys are alpha-numerically tagged and are stored in secure key safes. There is no reference to any property on any key. A signature trail is maintained at each stage of every movement of keys, from the moment they are removed from a KeySafe, until the moment they are logged back in.
How many sets of keys do you need?
We require only one set of keys that will enable us to gain access to your premises and conduct a full security check in the event your alarm is activated.
What is the minimum contract duration?
An initial 12 month contract with a minimum 30 day notice period.
Can you help with emergency repairs if there is damage to my property?
Yes, we have a 24 hour Emergency Helpdesk which can arrange emergency work on your behalf using pre-vetted contractors (e.g locksmiths, boarding and glazing companies).
Will you contact me or other members of staff, friends or family out of hours?
Every client is able to have a bespoke escalation procedure in place. We agree this at the start of the contract when we obtain at least two Emergency Contacts (ECs). Generally, we only contact your ECs in the event of a serious incident on site.
How do we renew the contract after the first year?
It is an automatic renewal process, unless you request otherwise.
Who should I contact if I want to change any details on my account?
Our 24 hour Member Services team is on call to help with any questions you may have. Our number is 0370 770 6880.