Arranging a forced entry

Purpose

This procedure describes the actions to be taken by a Careline Officer to arrange forced entry to a customer’s premises.

Responsibility

All staff

Process

Actions prior to making a request for forced entry

1. Staff must first try to obtain unforced entry by taking the following actions:

• Check that they have bought the correct keys with them from the Control Centre.
• Discount the possibility of the locks being stiff by pulling and pushing on the door while seeking to turn the key.
• Ring the bell / knock on the door and shout through the letterbox to obtain the customer’s attention.
• Check whether the lock(s) are already unlocked by seeking to open the door.
• Where the customer has a back door, and it is easily accessible, staff should check that door to see if it’s unlocked.
• Ring the customer on their telephone number.

1. If still unable to gain access, they should call the contact centre to report the problem as well as check the name, address and the ID number.
2. If it is found that they are at the wrong customer’s premises they should:

• Notify the contact centre.
• If a local key safe was accessed, return any keys and secure the safe.
• Proceed to the correct address

1. Staff must double check the access requirements with the contact centre.
2. They should ask the contact centre to check the Jontek notes for any additional information.
3. Where none of the above lead to a solution for entry, staff should ask the contact centre to check whether all key holders have been tried and to retry reaching key holders, starting with the nearest key holder (if the contact centre can identify this).While the contact centre is checking for key holders, staff should once again check:

• That none of the customer’s windows is open and accessible.
• With the customer’s neighbours (if this would not be unreasonable) to ascertain if they have any information that would assist in obtaining access.

Requesting forced entry

• If staff still cannot gain access, they should contact the contact centre to get an update on progress in finding a key holder, the Response Officer should then make a decision on moving to forced entry.

NB: Police will obtain the forced entry; where the property is owner occupied or a leaseholder it is their responsibility to ensure that the building is left secure. Where the property is Council or registered social landlord, the police will request that the repair is put through to their repairs department.