Changed lock procedure

Purpose

This procedure describes the actions to be taken where forced entry has resulted in a change to a lock at a customer’s premises and the customer is not present to receive the key.

Responsibility

All staff

Process

Accepting replacement keys

In the event of a forced entry being undertaken by the Police which results in a requirement to fit a new lock to the customer’s door and the customer or their representative is not present to take charge of the new key, staff should encourage the Police to manage the process of providing the customer with their key.

If the Police are unwilling to take responsibility for providing the customer with their key, staff should accept the new key(s).

Follow the procedure for receipt of customer keys with the variation that the keys received should be catalogued on the job sheet and in the key receipt book.

Write and place a note on the outside of the customer’s premises requesting that they call the contact centre and provide contact details.

Follow the procedures for receipt and coding of customer keys.

Return of keys to the customer

When the customer calls the contact centre to recover their keys, the contact centre should verify the identity of the person seeking to obtain the keys and request a visit by the mobile response team for this purpose.

Staff should follow the procedure for returning keys to the customer with the following variations, they should:

• Complete a key receipt for the customer to sign, copy.
• Provide access to the premises after verifying the identity of the person being met.