Entering the customer's premises (emergency visits)

Purpose

This procedure describes the actions to be taken by Response Officers to obtain access to a customer’s premises when on an emergency visit.

Responsibility

Response Officers

Process

When responding to an emergency, the Response Officer should ascertain from the dispatching call operative which service the customer is on (Gold/Silver) and if there is a key safe with a key code at the premises.

When using the keys supplied by the customer or the keys in the key safe on arrival staff should:

1. Ring the doorbell or knock on the door to announce their arrival.
2. If the door is open/unlocked, the Response Officer should enter the property with caution and announce their presence
3. Please see - Notifying of your arrival at a customer’s residence