Key problems

Purpose

This procedure describes the actions to be taken by a Response Officer when encountering problems in accessing or using a customer’s key.

Responsibility

Response Officer

Process

No key in customer’s key safe

• If the Response Officer opens the customer’s key safe and discovers that there is no key in the safe, they should:
• 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, check that door to see if it is unlocked.
• Ring the customer on their telephone number.
• Double check the access requirements with the contact centre.
• With the customer’s neighbours (if this would not be unreasonable time) to ascertain if they have any information that would assist in obtaining access.
• If staff still cannot gain access, they should follow the procedure for arranging forced entry.

Key does not operate lock

If staff discover that the key(s) provided do not operate the lock(s) on the customer’s front door. (Whether they are keys held by Careline or keys from the key safe). They should:

• Check that they have bought the correct keys with them (if taken from the Control Centre.)
• Check whether the lock(s) are already unlocked by seeking to open the door.
• 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.
• Where the customer has a back door, check that door and try the keys on those locks.
• Ring the customer on their telephone number.

If the Response Officer is still unable to gain access, they should call the contact centre to report the problem.

• They should then check the customer name, address and ID number with the contact centre.
• If staff are at the wrong address, they should notify the contact centre.
• Proceed to the correct address.

Where staff are at the correct customer address they must follow the process for arranging forced entry.