FAQ’s

1. Why Should We Have A Keyholding Service?

As a property keyholder, you must be capable of your premises within a 20-minute period and resolve any alarm issues. If you fail to do this on more than three occasions, the police will withdraw their response from your premises, and your alarm could be considered a nuisance.

In addition, changes made to Corporate Manslaughter legislation mean that Directors and Line managers are now affected by the new rules. So if your staff are currently responsible for attending an out of hours alarm are they properly prepared and trained to deal with what they might find?

Have you carried out the necessary risk assessments? Are they available 24/7 all year round and if they have to respond in the early hours how able will they be to be back in work for 9am the following morning? By taking keyholding and alarm response services from ARK you can remove the hassle and risks associated with doing it all yourself and at a fraction of the cost of employing a dedicated security officer.

2. Are Your Security Officers Licensed?

Yes. All our keyholding staff are fully SIA licensed to carry out security duties in accordance with BS7984 Keyholding standards and are further vetted to BS7858, which covers:

Employment Reference checks covering a period of 5 years

All gaps in employment greater than 30 days must be clarified

Criminal record check (DBS Check or Overseas CRC)Identity, address history and financial probity (Credit Check)

So you can be sure that the officers attending on your behalf will carry out their duties to the highest possible standards

3. What Does The Service Include?

As a keyholding, alarm response and mobile patrol company, we will attend your premises in your absence and deal with all alarm issues. We will take all steps required, including arranging emergency repairs, to re-secure your premises in the event of a break-in or criminal damage. We will provide you with a comprehensive report of the whole situation from alarm activation and response including all actions taken by our security officers.

4. How Do I Know My Keys Will Be Secure?

Your keys will held in full compliance with BS7984, alpha-numerically tagged and stored in a highly secure KeySafe with no reference to your property on any key

5. Can you guarantee to respond in a set time period?

Unfortunately we cannot guarantee a response time because of issues that may affect certain areas of the country and the general increase in traffic congestion. We can, however, guarantee to respond immediately and leave your building secure on exit and with locally based, fully trained, response teams at multiple locations across the country to ensure a very prompt and effective response to your property with the minimum of delay.

6. Some companies have ‘red care’, ‘dualcom’ and/or CCTV monitoring, do we still need to also have keyholders?

Yes, a keyholder will be required to attend the premises, deal with all eventualities which could include broken windows and locks, wait for an engineer and reset the alarm as necessary. Non attendance by an authorised keyholder could have a detrimental effect on your insurance and police attending terms.

7. How many sets of keys do you need?

We only require one set to allow us to access your property. We will test the keys when we perform our initial site survey. In addition we will, of course, also require alarm codes and any other relevant information relating to your premises and alarm system.

8. Will you need to contact our staff outside of office hours?

Not unless we deem the situation to require us to contact anyone. In most cases our people will not know what they are going to find at your property until they open the front door, the majority of alarm activations we attend, are non critical and easily resolved without any need for client contact, although on rare occasions we do encounter a problem where immediate client contact is necessary. When we do have to call someone in the middle of the night, we will make sure we present a detailed summary of the problem and our people will act on your instructions.

9. How does my alarm company know that we have appointed ARK Keyholding?

Once we have completed the survey and agreed the start date all you need to do is simply send an email to your alarm company, and instruct them, as from the agreed time and date, we are your primary Keyholder. We will provide you with our control room number for both you and your alarm company to use.

10. What’s The Next Stage?

Once you are happy ARK can ease the headache your alarm response and keyholding requirements are causing you then all you need to do is sign our agreements and return it to us. We will then agree a convenient time and date for us to send a security surveyor to your premises to carry out a comprehensive site survey and draw up your “Assignment Instructions”. This forms the instruction tool for the keyguards that attend your premises to use in the event of an alarm activation. Once you are happy with everything we can agree a schedule and begin. That’s one less thing for you to worry about and you’ll have far fewer sleepless nights.

11. What Happens If My Alarm Is Considered A Nuisance?

If your alarm rings and proves to be a nuisance at law, the council will serve you with a Noise Abatement Notice and may have to break into your premises to disconnect the alarm. They would then re-secure the premises by changing the locks and charge you for the time and the money spent in turning the alarm off.
Failure to comply with the Abatement Notice is a criminal offence and the council can prosecute you. If found guilty, you may have to pay a fine which could be as much as £5,000 for residential premises, and £20,000 for commercial premises.

12. Are Your Services For Homes Or Businesses?

ARK’s services cover both domestic and commercial clients.

13. How long does it take to set-up / move the keyholding service?

A matter of days dependant on current arrangements which we can discuss on enquiry. It is a simple, straightforward process with which we are happy to assist with.