6.1. What is the key safe box? The key safe box is a secure locked box located on the outside of the property for the purposes of storing keys. Only one box is required per property where more than one person living there is using our services.
6.2. When must you have a key safe box? If you have signed up for:
- MONITORING AND RESPONDING
- SMOKE DETECTOR ADD-ON
6.3. Why you must have a key safe box. When you have signed up to these HEARS services, the HEARS responders may need to get into your property after you have triggered the alarm. To do this they will need to have access to a key to your door.
6.4. Where can you get a key safe box from? You can get a key safe box from HEARS for a one off charge and HEARS will install the box on the initial visit to your property or you can buy the box privately and have it installed privately.
6.5. What happens if you already have a key safe box installed? If you are an existing customer and you already had a key safe box installed by the HEARS service, you will take immediate ownership and responsibility of the box.
6.6. If you have the box supplied and installed by HEARS please note the following important points:
- The HEARS Key Safe Box will have a four-digit code, which will be provided to you.
- You will need to provide the HEARS service with two keys to your home at the time of the HEARS alarm installation
- One of the keys will be located in the key safe box at your property and the other will be kept by HEARS at a secure location nearby.
- All key safe boxes fitted by HEARS will be your responsibility following installation
6.7. If you have the box supplied and installed privately please note the following important points:
- A key safe box fitted which has been supplied and fitted privately will be your responsibility
- It will be your responsibility to ensure that a door key is located in the box at all times
- You must provide the HEARS service with the following information (which must updated with HEARS immediately if it changes) when the alarm is being installed by HEARS at your property:
- Access code to the box
- Location of box
6.8. Who will have access to the key safe box?
- In an emergency only, your nominated contacts, GP or emergency services
- Whoever you or your next of kin authorise HEARS in writing to give the details of the box to
Please note: HEARS will not incur any liability to you or anyone else as a result of any third party gaining access to the key safe box unless it is due to HEARS negligence.
6.9. What other practical requirements must be met when receiving the HEARS services? The following points are important and should be remembered by you:
- You must allow HEARS responders access to your property when they are responding to an alarm unless you have good reason not to do so. If we are unable to gain access, we will notify the emergency services or liaise with nominated contact(s/next of kin.
- You must allow the HEARS staff access into your home so that they can maintain the alarm system.
Please note: You should check people’s identity before allowing them in – everyone should carry a standard Ipswich Borough
Council ID badge. You can call 01473 433444 to check. Alternatively, you can activate the alarm and to speak to HEARS control to check the identity of the HEARS responder.
- If the locks are changed at your property it is your responsibility to ensure that:
- MONITORING ONLY – Your nominated contacts are given a replacement key
- MONITORING & RESPONDING – you must immediately notify the HEARS service and provide new key(s) as well as the key(s) being replaced in the key safe box.
- HEARS recommend you do not allow the BT ‘1571’ or any other voicemail service to be installed on the landline to the property.
Please note: There may be interference and HEARS cannot guarantee the alarm will work correctly. HEARS does not accept responsibility for any service interruption. Please ensure voicemail messages are deleted on a regular basis.
- If HEARS is unable to gain access to your property having received an alarm call, we may ask the emergency services to attend who might then force entry.
- If HEARS feels there is a misuse of the service by the customer(s) then they will:
- Bring this to the customer(s) attention
- Liaise with nominated contacts
- Liaise with next of kin
- Review the situation for improvement
- If no improvement is made then the service may be withdrawn.
- If HEARS has concerns over your welfare then they may pass information to the emergency services or other health agencies.
- You must ensure that:
- the telephone line, telephone socket and power socket are working properly at all times. If they are not then you must have them repaired or replaced. HEARS is not responsible for this.
- HEARS records are kept up to date with your nominated contacts details.
- HEARS records are kept up to date your with medical condition(s).