Effective Date: 17/12/25
This policy outlines how Strawberry Paws manages, stores, and uses client house keys and property access information to ensure the highest level of security for your home.
1. Key Collection and Storage
- Safe Handover: Keys should ideally be provided during the initial “Meet and Greet.” If keys are provided later, they must be handed over in person or placed in a secure, agreed-upon location (such as a lockbox).
- Anonymity: For your security, keys are never labelled with your home address or your pet’s name. Instead, we use a secure coding system that only Strawberry Paws can identify.
- Secure Storage: When not in use for a scheduled service, keys are kept in a locked, fireproof safe.
2. Property Access
- Authorised Use: Keys and access codes will only be used for the purpose of carrying out scheduled services at the agreed times.
- Alarms: It is the Client’s responsibility to provide clear instructions on how to operate, arm, and disarm any home security systems.
- Confidentiality: Access codes, gate codes, and alarm pins are stored in a password-protected, encrypted digital format and are never shared with third parties.
3. Home Security During Visits
While at your property, Strawberry Paws will:
- Ensure the door is locked behind us immediately upon entry and exit.
- Keep the property secure at all times during the visit.
- Ensure all windows and doors are closed and locked before leaving, as per the Client’s usual routine.
- Avoid leaving keys in “hidden” outdoor spots (e.g., under mats or pots) unless specifically requested by the Client in writing, acknowledging the security risk.
4. Loss or Damage
- Insurance: Strawberry Paws is fully insured for Public Liability, which includes cover for the loss of keys and the cost of changing locks should a key be lost while in our possession.
- Reporting: In the unlikely event that a key is lost or a security breach is suspected, the Client will be notified immediately.
5. Key Return
- Return Process: Upon termination of services, keys will be returned to the Client in person or via another agreed-upon secure method within 7 working days.
- Final Collection: We do not “post” keys through letterboxes upon the final visit unless specifically instructed to do so in writing, as this leaves the property inaccessible if the Client loses their own set.
6. Emergency Access
In the event of an emergency (such as a burst pipe or a security issue discovered upon arrival), Strawberry Paws will contact the Client or the Emergency Contact immediately. If neither can be reached, we will act in the best interest of the property and the pet’s safety.