Key-Custody Policy

1. Written authority is required

We accept keys only from the owner or a person who has been verified as legally authorised. Before custody begins, both parties sign or confirm a key and access record listing the number and general type of keys, permitted property, authorised purposes, approved contacts and any special instructions.

We may request identity, ownership or authority evidence. We may refuse custody if ownership is disputed, authority is unclear, the property is unlawfully occupied or access may create an unreasonable safety risk.

2. Receiving and identifying keys

• Keys are normally received and returned in person by appointment.
• We issue or maintain a handover record. Both parties should check the listed number of keys.
• Each set is assigned an internal code. The property address, owner name and telephone number are not written on the key tag.
• Customer identity and property records are kept separately from the coded physical key wherever reasonably practical.
• We do not make a duplicate without written customer approval.

3. Storage and access records

Keys are stored in a controlled, locked location with access limited to authorised personnel. Removal and return are entered in a key-access register with the code, date, purpose and responsible person. We do not disclose the storage location publicly.

No security system eliminates every risk. If a key is missing, damaged or reasonably suspected of compromise while under our control, we notify the customer promptly, investigate the record and discuss appropriate protective action.

4. Permitted use

Keys may be used only for:

• scheduled inspections and included cleaning;
• approved additional services or vendor access;
• an agreed arrival or departure preparation;
• a condition within the customer’s written emergency instructions; or
• another purpose specifically authorised in writing.

Possession of a key does not give Thrissur Home Watch ownership, tenancy, unrestricted control or authority to permit occupation of the property.

5. Vendors and third-party entry

A key is not handed permanently to a vendor. Vendor entry is normally arranged during an authorised Thrissur Home Watch visit or under another customer-approved access procedure. A vendor may not copy, retain, lend or use a key for any other property visit.

If the customer directly authorises an unsupervised vendor or nominee to receive or use a key, that access is recorded where reasonably possible, but the customer accepts responsibility for the authorised third party’s conduct unless the problem was caused by our failure to follow the agreed handover instruction.

6. Alarm codes, smart locks and access credentials

Access codes are collected only where necessary and kept separate from public enquiry messages. Customers should create a limited or temporary code where the system permits and change it when service ends. Do not send safe combinations, banking passwords, OTPs or unrelated credentials.

7. Customer duties

The customer must:

• tell us which lock each key operates and identify keys that are defective or fragile;
• notify us of changed locks, alarm settings, occupants, workers, animals or access restrictions;
• maintain locks, doors, gates, alarms and access equipment in safe working condition;
• avoid giving conflicting instructions through different family members; and
• name authorised nominees in writing and withdraw their authority promptly when it changes.

8. Emergencies and authorities

Key custody is not a guaranteed emergency-response or 24-hour keyholding service. We attend only when availability, safety and the agreed service permit. In immediate danger, contact the appropriate emergency authority first.

We disclose or release access to police, fire, court or another public authority only where required by law, supported by appropriate authority or reasonably necessary to address an immediate threat to life or property. We will notify the customer when legally and practically permitted.

9. Return at the end of service

• At cancellation or expiry, arrange return to the verified customer or a nominee authorised in writing.
• The recipient must provide suitable identification and sign or confirm receipt.
• Courier return is used only after a separate written request, agreed packaging, address confirmation and acknowledgement of courier risk and cost.
• We do not destroy or discard an unclaimed key. If collection is delayed, we will send reasonable reminders and may charge a previously disclosed storage or delivery cost.

The key record is closed after return. Necessary handover and access logs are retained according to the Privacy Policy.

10. Loss, damage or suspected misuse

Report a concern immediately to +91 94001 11820 and care@thrissurhomewatch.com. We will secure available records, inform the customer, investigate and cooperate with reasonable protective steps. Responsibility for replacement keys or locks will be assessed from the facts and applicable law; we will not automatically place the cost on the customer where the loss resulted from our failure to use reasonable care.