Accessing scheme keys

Purpose

This procedure describes how keys for LBC and RSL sheltered properties can be accessed without staff having to return to the contact centre.

Responsibility

All staff

Process

The contact centre will advise staff of the resident’s name, ID number, the customer’s key code (if needed), their address and the reason for the visit.  

Accessing the block

On arrival staff must press the warden call button and when answered they should give the password to the contact centre who will then give access to the block.

Accessing the key safe

When accessing a key safe, care must be taken to ensure that no one can see the combination or code being used to access the safe and that staff will not be at risk of attack having drawn the key.

The responding officers should then retrieve the key to give them access to the scheme manager’s officers where the customer’s keys are held in a key cabinet.

NOTE: To access the keys for RSL properties the responding officers should call the Contact Centre via the speech module next to the key safe. The contact centre will then give access by opening the key safe remotely.

NB: Should the keys not be found in the key cabinet in the manager’s office and the situation is of a serious nature a forced entry must be considered. Where it is felt there is time to contact the scheme manager at home to try and trace the keys then at least one attempt should be made to phone them.

Return of keys

• The keys used to gain entry to a customer’s home, must be returned to the key cabinet in the scheme manager’s office or to the key safe (RSL properties).
• The scheme keys should be returned to the key safe and the key safe locked.