The protocol
Keys, codes and alarms, in the order they matter
This is written down so you can hold us to it. If your house needs more, the house card says so, and the card is what the crew follows.
The key
Your key is tagged with a number, never your address, and kept in a locked box at our office. It is signed out by name and time in the morning and signed back in at night. It never stays in the house overnight, and we make no copy without your written yes.
The code
A door or alarm code is given by voice, or in person, to the person who will use it. We do not take a code by text, email or form, and we do not write it on the schedule. If someone on the crew leaves, we ask you to change it.
The alarm
The person who holds the code arms and disarms the system. If it sounds during a visit, the crew member steps outside and Enid calls you before anyone else. The call list for the alarm company is yours; we do not change it.
The log
Every use of a key or code is written down: the date, the person, the time in and out. You can ask for the log for your house at any time.
If a key is lost
We tell you by phone the same day. We pay to rekey the lock it fits, and we ask you to change any code it could have reached.
When we leave
On the day the week ends, your key comes back to you in person or by a courier you name, and your codes are deleted from our records within 30 days.
What we ask of you
Two things we cannot do for you
Tell us who else has a key or code to the house: the pool service, the gardener, a cousin. And tell us who we call if the alarm company calls us first.
A short list of everyone with access to the house
The name and number of the person to call at night
Whether staff live in the house and come and go
Questions about a key or a code?
Ask Enid directly. She will answer in writing, and the answer goes in your house card.