Hi Service providers,
I have a question for all services which have their own response team. Can you tell me whether you are also key holders for your client’s properties or you rely on key safes/lock boxes? If you use key safes/lock boxes alone, what protocols do your response team follow if the key is not in the box or the code has been changed and they have not been informed of the new code? If you are key holders, is this a prerequisite of providing the service, or will you accept a key safe as an alternative? Thanks.
6 comments
Robin Ollett
Thanks everyone for your replies.
Here in Wandsworth we would also follow the same protocol if it is found that there are no keys in the key safe or code access has changed or if there had been a lock change and we had not been informed.
I just wanted to gauge how many services expressly requested keys and would not provide a service if keys are not supplied for our responder team to hold. Key safes also make sense if our key holding office had to be evacuated in the event of an emergency incident and we had to work from our DR office.
Thanks again.
Sharon Short
In Hammersmith & Fulham we hold keys, unless the resident has a key safe, although, we do encourage them to provide us with a set of keys as well, in the event the keys are not placed back in the key safe, (which can often happen), although this is optional. We follow the same protocol as Croydon, if we are not key holders and the keys are not in the safe.
Linda Russell
Hillingdon encourage our clients to provide 2 named responders who live local, hold keys and are available 24 hour, if this is not possible we offer a mobile response service where a key safe must be fitted. We do not hold keys.
We follow the same protocols as Croydon, if staff arrive and cannot open key safe of key is missing.
Common issue, care agencies will change key safe codes without letting us or social care know. We are planning to combat this by fitting a key code plate when we fit the key safe, which prevents anyone getting access to change the code.
Heilene Misson
Over the last year we complete a project to return all keys held to customers both private and social care funded. The option was to have a keysafe installed or as a last resort nominate 2 x responsible keyholders which could provide access.
Not all customers agreed to a keysafe due to geographical areas that is unsafe, and some challenges were faced around theses.
In Lambeth we only use Police preferred Keysafes for all installation (including internal). The use of Electronic Keysafes are being introduced, however also have their own challenges.
Marlene Bryce
Just continuing on from information that Matt has provided, if staff arrive on site and the keys are missing or if the number has changed they do the following:
Contact our ARC – check keysafe number see if any changes have been reported
Contact our in house team – see if they have recently changed keysafe number
Contact NOK – to see if they have keys and can provide access.
Contact care provider – we have had cases where carers have gone home with keys so we have asked them to return immediately.
In emergencies where we cannot ascertain the clients wellbeing via the alarm, staff will contact the police and do a forced entry. In my five years of being here this has never happened, but that is part of our protocol.
When the team install they advise our client that we need access. As previously mentioned we recommend keysafe be fitted, but if the client wants us to hold keys we do.
Matthew Catchpole
In croydon both options are avaliable for customers using our ‘CarelinePlus’ service. Preferred is always keysafe option installed via the in house ‘Staying put’ team; however keys can be held in secure locked offices with the Careline Plus team; customers using this option are advised that this can delay the response team if they need to return to office to collect keys. The mojority of customers are happy to have keysafes; some opt in for police approved for added security.
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