Frequently asked questions
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We are happy with the quote, what’s the next step?
How long will it take to set up the contract?
Will you notify our alarm monitoring company?
What are your response times?
What services do you offer?
How long is my contract for?
If I am a current client who will deal with my enquires?
If I am a prospective client, who will deal with my enquiry?
How do I add a new property to my portfolio?
How do I send you a new key/fob/access card?
How do I update my details?
What are your opening hours?
What is a remote response charge?
If I am not happy how do I let you know?
How will I know if there has been activity or an activation at my property?
What type of alarms do you cover?
What if I no longer require your services?
Frequently asked questions
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.
What are your response times?
Our response times across our UK network are the fastest in the industry. We track them carefully and always aim to attend in the fastest possible time. We can’t give you an exact time as there are a variety of factors which may impact arrival time like weather, congestion, construction. We don’t guarantee response times, and ask you to be wary of any one who does. We don’t believe in false promises. If you are concerned about our response time to a job then please let us know.
What services do you offer?
We specialise in keyholding and alarm response but many of our clients take other services from us too. For home clients we offer house checks and patrols, and can provide access for anyone you need to let in while you are away. For businesses, we offer locks and unlocks, mobile patrols, vacant property checks, and emergency and temporary guarding.
How long is my contract for?
Home clients contracts are monthly, after an initial 3 month introductory period. Business clients contracts are rolling annual contract. Clients can cancel their account by giving 30 days notice before their next renewal date.
If I am a current client who will deal with my enquires?
This will depend upon the type of query raised, however your initial point of contact will be the Client Services team. Please email clientservices@keyholding.com
If I am a prospective client, who will deal with my enquiry?
Our dedicated sales team can help, please email sales@keyholding.com.
How do I add a new property to my portfolio?
If you wish to add a new property, please send a enquiry to sales@keyholding.co.uk.
How do I send you a new key/fob/access card?
We recommend that you send them via a secure method of posting (example, recorded delivery, courier) and mark the envelope with your Asset or Property Reference only but no address details.
How do I update my details?
Please provide your change of details to The Client Services team by email to clientservices@keyholding.com.
What are your opening hours?
We are available 24/7, 365 for emergency response, and our offices are open Monday to Friday, 08:30-17:30.
What is a remote response charge?
The remote response charge is applied when we action an alarm call for our clients without dispatching an officer. For example, if we are alerted but we are able to ascertain that the alarm was false and no attendance is required. This fee covers the actions of the operatives in client hub, for example, calling emergency contacts or arranging jobs as a result of an alarm call.
If I am not happy how do I let you know?
Please feel free to raise all of you concerns with our Client Services Team via email at clientservices@keyholding.com.
How will I know if there has been activity or an activation at my property?
All jobs are followed up with a Job Report which is emailed to your listed reports contact once the job is completed.
What type of alarms do you cover?
Intruder, fire, panic alarms and CCTV.
What if I no longer require your services?
We require written confirmation via an email to Client Services, clientservices@keyholding.com. Please note that a 30 day notice period is applicable for all cancellations.
Jump to section
We are happy with the quote, what’s the next step?
How long will it take to set up the contract?
Will you notify our alarm monitoring company?
What are your response times?
What services do you offer?
How long is my contract for?
If I am a current client who will deal with my enquires?
If I am a prospective client, who will deal with my enquiry?
How do I add a new property to my portfolio?
How do I send you a new key/fob/access card?
How do I update my details?
What are your opening hours?
What is a remote response charge?
If I am not happy how do I let you know?
How will I know if there has been activity or an activation at my property?
What type of alarms do you cover?
What if I no longer require your services?