Help & Information
Frequently Asked Questions
Answers to the most common questions about Keysure's security services, platform, and processes. Can't find what you're looking for? Our team is always happy to help.
Getting Started
How quickly can Keysure services go live?
Most services can be set up and live within 24 hours of your account being created. There is no need for site visits or lengthy onboarding processes. We collect the necessary access information, brief your assigned operative, and your service begins immediately.
Do I need to visit your offices to get started?
No. The entire onboarding process is handled digitally through our platform. You can create an account, configure your services, and go live without any face-to-face meetings or paperwork.
How do I get a quote?
You can get an instant quote using our online quote tool. Simply configure your services, add your sites, and receive a price immediately. There are no sales calls or lengthy proposals — just a clear, transparent price.
Can I manage multiple sites from one account?
Yes. Our platform is designed for multi-site management. You can add as many sites as you need, configure individual service settings for each site, and view centralised reporting and invoicing across your entire portfolio.
Is there a minimum contract length?
We offer flexible arrangements to suit different requirements. For temporary cover, there is no minimum commitment. For ongoing services, we offer flexible contract terms — speak to our team to discuss the right arrangement for your situation.
Keyholding & Alarm Response
What is keyholding and why do I need it?
Keyholding is a professional security service where a licensed security company holds a set of keys to your premises and responds to alarm activations on your behalf. It removes the risk of sending staff or management to investigate potentially dangerous situations, ensures a trained professional handles every activation, and provides documented evidence for insurance purposes.
Are your keyholders SIA licensed?
Yes. All Keysure keyholders hold a valid SIA Door Supervisor or Security Guard licence. We operate in line with BS 7984 guidance on keyholding and alarm response. Every operative is fully vetted before deployment.
How are my keys stored?
Your keys are held in a secure, insured facility with full chain-of-custody documentation. Every key movement is logged with timestamp, operative ID and GPS location. Keys are never labelled with your address — they use coded references only, so they cannot be traced back to your premises if lost.
What happens when my alarm activates?
Your alarm monitoring centre contacts us directly on activation. We dispatch the nearest available SIA-licensed operative immediately. You receive an SMS notification with the operative's name, ETA and a live tracking link. A full incident report — including photographs, GPS data and operative notes — is available in your portal within minutes of the operative leaving site.
What are your response times?
Response times are governed by your contractual SLA, which is agreed at the point of setup. Our operatives are positioned strategically across the UK to ensure the fastest possible attendance times. Specific SLA commitments are confirmed in your service agreement.
What happens if the alarm is a false activation?
The operative will attend, investigate, and confirm the premises are secure. A full incident report is generated regardless of whether the activation was genuine. This documentation is valuable for insurance purposes and provides evidence that the activation was properly investigated.
Mobile Patrols
What is the difference between scheduled and random patrols?
Scheduled patrols occur at fixed, agreed times. Random patrols occur at unpredictable times within an agreed window. Random patrols are generally more effective as a deterrent because criminals cannot predict when a patrol will occur, making your premises a less attractive target.
How do I know the patrol actually happened?
Every patrol is GPS-tracked and generates a timestamped report with photographic evidence. You receive a notification when each patrol is completed, and the full report is available in your client portal within minutes. You can verify exactly when and where your operative was at all times.
Can patrol frequency be adjusted?
Yes. Patrol frequency is fully configurable and can be adjusted at any time through your client portal. You can increase patrols during high-risk periods, reduce them when premises are occupied, or add one-off visits for specific events.
What happens if a patrol is missed?
You receive an automatic alert if a scheduled patrol is missed or significantly delayed. Our operations team is notified simultaneously and will take immediate action to resolve the situation.
Manned Guarding
How quickly can you deploy manned guarding?
We can deploy operatives at short notice for temporary cover requirements. For planned deployments, we typically require 24-48 hours to ensure the right operative is briefed and prepared for your specific site and requirements.
Can I have the same guard every time?
For long-term contracts, we aim to provide consistent personnel who build familiarity with your site and team. For temporary cover, we ensure every operative is fully briefed on your site-specific requirements before their first shift.
How do I monitor what my guard is doing?
All guard activity is tracked through our platform. You can view real-time guard locations, patrol logs, check-in records, and incident reports through your client portal at any time. Every action is documented and available for review.
Lock & Unlock
Can opening and closing times be different each day?
Yes. Schedules are fully configurable per site and per day. You can set different opening and closing times for each day of the week, and adjust them at any time through your client portal.
Do operatives just open and close the door, or do they check the premises?
Our operatives follow a documented procedure on every visit that includes checking all access points, confirming alarm status, and documenting site condition with photographs. Any anomalies are flagged immediately with supporting evidence.
What happens if the operative cannot gain access?
If an operative is unable to gain access for any reason, you are notified immediately. Our operations team will contact you to resolve the situation and ensure your premises are secured.
Vacant Property Checks
How often should vacant properties be inspected?
Inspection frequency depends on your insurance requirements and risk profile. Most commercial insurers require inspections at least weekly or fortnightly. We can advise on the appropriate frequency for your specific situation and insurance policy.
Can inspection reports be used as evidence for insurance claims?
Yes. All inspection reports are stored in your client portal and can be exported in a format suitable for insurance purposes. Reports include GPS-verified timestamps, photographs and operative notes — providing the evidence your insurer requires.
What happens if an issue is found during an inspection?
Any issues found during an inspection are flagged immediately with photographic evidence and a detailed report. You receive an instant notification and can view the full report in your portal. Our team can advise on appropriate next steps.
Platform & Technology
How does the Keysure platform work?
The Keysure platform is a fully digital system that manages every aspect of your security services. From job dispatch and operative tracking to incident reporting and invoicing, every action is automated and documented. Clients access their portal via web browser or mobile device to view real-time activity, reports, and invoices.
How are invoices generated?
Invoices are generated automatically after every service attendance. There is no manual billing process — the moment an operative completes a visit, the invoice is created, formatted, and sent to your portal. This eliminates billing delays and administrative burden.
Can I access reports and invoices at any time?
Yes. All reports, invoices, and activity records are stored in your client portal and accessible at any time. You can view historical records, export data for insurance or compliance purposes, and manage your account settings at any time.
Is my data secure?
Yes. All data is stored securely and handled in accordance with UK GDPR requirements. We take data security seriously and implement appropriate technical and organisational measures to protect your information.
Still Have Questions?
Our team is always happy to help. Get in touch and we will answer any questions you have about our services.