Agents: How to stop people forgetting to sign out keys

If you feel like you’ll never get your staff to toe the line, try these suggestions

“I just can’t get my staff to do things properly” has to be just about the biggest complaint I hear from estate agency owners and lettings managers as I travel the country.

For many, getting people to sign out keys every time is a constant battle. At the same time, most people realise that getting this right is the single most important way to prevent keys going missing.

Though it’s easy to say “I’ll never get my negs to do it right” and accept it as a “fact of life”, in reality, signing out keys is just a simple organisational habit that you can embed without a great deal of effort. Here are the top things successful agents do to ensure that keys are issued correctly every time.

Locking keys to the board is the wrong place to start!

Locking pegboard systemSome assume that the best way to ensure people always sign out keys is to lock them into the cabinet, and that nothing short of this will work. The good news is that there are many (much cheaper) things you can do first.

In fact, physically locking keys down can have its own problems, such as the impracticality of the space needed for a chunky board and the cost.  You not only have to pay for the board (the most popular brand costs £280 for just 25 keys on Amazon), but you also need the special key rings and pegs to make it work.

Even peg locking mechanisms are often worked around when the staff are in a hurry.

Whilst a physical locking system can and does make sense for some, I only suggest coming back to it once you’ve tried all the other things below.

Stop ‘locking’ and start with ‘looking’ for the key

You probably know the many obvious security reasons for not writing your property addresses on keys, did you know that this (still alarmingly common) practice could also make your staff less likely to sign them out?

If it’s too easy identify that they’ve got the right key, people will get into a bad habit of grabbing it and running, certain in the knowledge that they have the right one.  Though it might save them a few seconds of time, it will leave you both out of compliance and exposed to all the risks of losing keys.  If they have to do a little work to find the key, but it’s then super easy to sign it out whilst they’re at it, then why wouldn’t they?

By contrast, if they have to look up the key in one place, only to need to go somewhere else to actually sign it out, then that all-important second step will almost always be skipped.

If you’re still using a paper list to find keys, keeping the list right next to your sign-out log is a must (but please remember to keep this list secure and lock it away at night!).

If your CRM offers you a basic sign-out log, then you might be able to use that. However…

Beware of too many clicks (or keep a pen handy)

Taking the path of least resistance is not just human nature, it’s a fundamental law of nature in general (think rivers, electricity, even evolution).  Anything that slows people down, even a little, is less likely to get done.  It’s absolutely critical that the process of finding a key, signing it out and getting out the door for that viewing can be accomplished with the absolute minimum of effort.

If you have an electronic tool for key tracking (e.g. the CRM system we talked about earlier) make sure that it is as rapid as humanly possible to get from knowing which key you need, to getting it signed out.  This can be measured in the number of clicks or key strokes to get the job done.  More than 3 of either and it’s time to find a faster option!

If you’re stuck with pen and paper, there are still ways to cut down the friction.  Just keeping a working pen tied to your logbook can make a surprisingly big difference.  You might also think about the amount of information someone needs to fill in.  Name, date and signature are about all you can ask for, or the friction is too high (yes, you’ll be sacrificing other important and useful information, but that’s better than keys not being signed out at all!).

Visual cues trigger the right habits

We’re all driven by our habits, and all good habits start with a trigger.  Most of us don’t have to think to brush our teeth in the morning, we just do it out of habit.   We want to make it a habit for the team to always sign keys out, so we need to trigger them to do it (there are many books on this subject- my favourite is Charles Duhigg’s “The Power of Habit”).

If you’ve already changed the computer system, or re-positioned the key book, then those changes themselves might be enough to trigger people to a new way of doing things.  Often it’s a good idea to add a visual stimulus, here are some common examples:

  • If you have a key room, (or a back room where keys are stored) a prominent poster asking “Have you signed the keys out?” should trigger the right response in the short term
  • Changing the keys themselves can also be helpful, for example add a brightly coloured tag

Reward good behaviours…

Once you’ve done all the physical things to get the right behaviour in place, don’t forget to show your appreciation as things start to improve.  The way you do that will probably depend on each individual within your team.  Rewards can be monetary, or you could try out a service like PerkBox, but don’t forget good old fashioned praise and sugary treats!

…And follow up the mistakes

The final important way to get people to toe the line (once you’ve made it as easy as possible to do so) is that you quickly pick up on the occasions when the process isn’t being followed.  Nobody likes to be seen to be getting it wrong, so you must take advantage of this to keep the right process front of mind in the early days.

Having someone with authority to actively monitor how well the keys are being managed is crucial, and often overlooked.  If people think nobody is watching, they’ll be inclined to cut corners.  On the other hand, if they know it will be noticed when they don’t do things properly, they are far more likely to put in the extra effort to get it right.

If you see people not following the process well, then you can follow up with them either individually or collectively.

In some circumstances (particularly with sales staff) negative incentives have been shown to work quite well. These often take the form of fines for not being signed out.  Turning the process into a game can also work, providing a special bonus for those people who handle keys well, and “naming and shaming” the worst performers. Whether this is right for you will depend on your business culture.

“What gets measured gets managed” – Peter Drucker

You might have been wondering about how you know when things are going right or wrong.  Getting hold of the right information quickly is probably the biggest reason to use a dedicated key management system, as it is built to provide the right information to you.  However, it isn’t impossible to do it using paper and spreadsheets (it just might take a bit longer).  Depending on your CRM system, you might also be able to print useful property reports out (though many are sadly lacking good features for this).

Here are some thoughts on what to track:

  • How many keys are being signed out each day – is that what you expect?
  • Do you have more viewings, inspections and other visits scheduled in a day than you have keys signed out in the log?
  • Check at the end of the day which keys are outstanding – is this what you expect?
  • Are there any keys who have been signed out for a really long time? Who is responsible for following them up?

How long does it take to get key management right?

Most people find that after implementing the above steps, the effect on the way people sign out keys is pretty instant. If you start monitoring how people take and return keys, you could find the problem solved in under 2 weeks.  The challenge is to keep it going.

It’s worth investing the time to check on keys every single day in the first few weeks.  Following that, once you’re confident everything is working well, you’ll find you don’t need to check as frequently (and the process of  checking is much easier).  It’s super important that someone in your company is responsible for checking on the process regularly – check out this article for more on why, who and how to get someone in charge of keys.

Need any help with getting keys right?  Why not get in touch?

We’re working on a few free tools to help you and we’d also be happy to put you in touch with customers who’ve been through the process already.

Keyzapp Quick Facts: Beyond Barcodes

What does Keyzapp bring over and above the traditional barcode system?

Barcodes were all the rage in the late ‘90s. Some enterprising agents and software makers began using barcodes to track keys and some of those systems are still around today. Barcodes were just the first step- they make some things easier, but key-based headaches have continued in many places that use them.

Keyzapp represents a major step forward. Here’s why:

You’re not tied to a single computer

Most barcode systems require special equipment & software, meaning you can only use it one or two computers. Keyzapp works on all computers, (scanners are optional) and almost every phone or tablet on the market today*

This is far more convenient- staff can look up keys at their desk and sign them out when they get to the cabinet.

Track every key movement

Most of us transfer keys in more than one way Sometimes, they are passed between people when outside of the office. Because Keyzapp works anywhere, these events can be audited and captured as well.

Absolute scanning simplicity

With barcodes you often have to open up your software click inside a particular box for a key scan – this is fiddly and hard to learn. With Keyzapp, simply tap the fob on the reader or phone and you’ll be taken to the right place without even touching the keyboard!**

Lower administration

Many barcode systems require you to print your own barcodes. This passes the cost and a time-consuming process to your team; they have to open the software, manage a stock of labels, print the barcode (then unload the labels) and then attach it to keys. Keyzapp’s fobs and stickers come pre printed and coded, you simply attach them to your keys and start scanning.

Lower cost hardware

Our NFC readers for PCs and Mac, are typically half the cost of the cheapest barcode scanner. With Keyzapp, your smart phone can scan fobs at no extra cost.

In summary…

Upgrading from barcodes to Keyzapp gives you:

  • Far greater convenience and flexibility
  • No admin headaches
  • Ability to track more activities
  • A faster, more user friendly experience
  • Bang for your buck

What really makes Keyzapp work is the way it enables your people to follow your key process consistently every single time, so you have complete peace of mind. Book a demo today to see how it can help you.

How to avoid losing keys in the busy period: A guide for short stay and holiday rental companies

It’s mid-July and that means the busy summer season is already underway for folks in the Northern Hemisphere. Keys will be going in and out of the office with ever increasing frequency, and staying on top of them can be hard work! As we all know, a key in the wrong place can cause no end of woe for you and your team. It usually leads to bad guest experiences, delays in servicing, frustrated staff and angry landlords.

Working with short stay companies around the world, I often get asked about “best practice”. I thought I’d write a quick guide, based on what we’ve seen and the experience of our clients- I hope it’s helpful!

1. Make sure you have enough copies

When you’ve got keys going in and out to staff, contractors and guests, have enough sets available all the times. It will really make life easier! It may be that another person needs access to a property before the last person has returned the keys. Most short stay and holiday rental companies we work with keep at least 4 sets of keys – 2 for guests, 1 for cleaning and maintenance and one for management.

Having two sets of guest keys can reduce the number of times you’re asked to provide a spare when guests lose them or lock themselves out. It also buys you time to get other sets ready or re-cut. A side effect can be that the guests feel more loved!

It certainly wouldn’t hurt to have another “emergency” set that can be used as a template for getting keys re-cut (see below).

2. Separate your guest sets and management sets

Not every set of keys we hold is the same. We often need keys to access parts of a property that guests should not access, such as utilities cupboards and water meters. Over the course of a busy season, some guests will inevitably lose keys, so it’s important to keep those sets down to as few as possible. This will reduce cost and hassle of getting keys re-cut or locks changed.

The other reason for separating the sets is because the way you handle guest keys is often very different to the way you manage keys for staff, cleaning and maintenance. Having a different set for different purposes often makes sense. It helps everyone if you can make the sets visibly different, so people looking at them can instantly see what type of set they are. The most common way to do this is either using a different coloured tag or a different label. Some people do both!

If the key rings you are giving out contain high-value items that are likely to go missing (e.g. parking fobs, or high security keys) you might also consider adding tamper-proof keyrings to certain sets. Tamper Proof Keyrings can become very expensive, so this might only be worth doing for the high-risk sets.

3. Ensure strict accountability for everyone who takes keys

This is the big one – and it’s also the hardest. Without strong accountability, it’s almost impossible to stay on top of your keys.

What do we mean by accountability? It means that any person who takes keys knows, understands and accepts what it means to have keys in their possession. You need to have rules and processes that everyone understands and follows. There must be also be significant consequences for not following the right process.

The main thing to ensure is that anyone taking keys is responsible for ensuring that they are returned in the same condition they were taken, within the time frame you set.

If a person does not follow your process correctly or loses a set of keys in their possession, then there are consequences. Usually that means being liable to pay the replacement costs (including the relevant administration costs) if keys are lost, but it can also mean missing KPIs for staff and contractors, and even remuneration if keys come back late.

How you manage accountability will likely differ between staff, contractors and guests. For guests it will probably form part of your Terms and Conditions, and most people will expect to pay a charge for lost keys. For staff and contractors it’s important to have a key management policy in place, which may for part of their general contract, which outlines their responsibility.

The golden rule for accountability should be that whoever the key log says has the keys is the person responsible for them. This brings us neatly to the next point….

4. Track everything

If making sure everyone knows their responsibilities when they take keys is the most important thing, then the only way to enforce that accountability is through effective tracking. It is critical that you can reliably track who has a key at any given point. With reliable tracking, you will always know who is responsible. Having observed our clients over many years, there is an astonishing improvement in the way people look after keys, as soon as they know they are being tracked and monitored.

Tracking keys effectively is easier said than done. Below are the main things you’ll need to track:

Key Issue / Signing keys out

The big danger is that if people take a key without signing it out, it’s impossible to track. You need to make sure that the right person is accountable for a key when it is taken. Here are a couple of ways you can do that:

1. Ensure that keys are only issued by dedicated staff.

These are people whose job it is to hand over keys and ensure things are accurately recorded. These people are incentivised to do things properly, since if something goes wrong and a key is missing, then they are ultimately accountable. What’s important here is that only these trusted individuals have access to the key cabinet and the list/database of which key goes with which property (never, ever, write the property address on the key tag)

2. Use a software system or key database to audit who looks up keys.

This is the most flexible approach. If people have to rely on a database to find the key they are looking for, then a sophisticated system such as Keyzapp will be able to tell you the last person who looked for a key, even if they fail to sign it out properly. If people are using the same system to look up keys and sign them out, then in practice this rarely happens, since it’s so easy to sign it out at the same time as you look it up. Any mistakes that are made become very easy to pick up and correct.

3. Physically lock keys in place until they can be signed out.

There are a number of hardware options on the market that prevent people taking keys unless they are fully signed out, ranging from mechanical “peg boards” to highly sophisticated cabinets that use fingerprint or facial recognition. These options can be used together with software systems if you want the best of both worlds. The only thing to bear in mind is that even basic mechanical systems can be quite expensive to buy and maintain. They also take up quite a bit of physical space, which many people don’t have.

Key return / Signing keys in

Once you’ve got people accountable when keys go out of the office- it’s in their own best interests to sign them in properly. All you need to do is enforce a rule that says “If the key is not signed in, then whoever is in the log as having taken it is the person responsible. No arguments.”

Old fashioned pen and paper can still work here, provided you regularly check the keys still signed out. In our experience it’s much better to have a system that makes it clear when keys are not back after a period of time, as this helps prevent key loss and eliminates the need to comb through pages and pages of logs when something goes wrong.

Tracking key handovers

This one is particularly relevant to the Short Stay sector, where keys often pass between people outside of the office. If this regularly happens in your business then you need a good way to audit when keys change hands- if not, the person who takes the keys from the office ends up unfairly “on the hook” (pardon the pun) for keys that go missing. You want to avoid those awkward “he-said, she-said” arguments, which are bad for morale, and lead people to lose faith in the system.

Tracking key handovers outside of the office has traditionally been one of the most difficult things to do. You really have 3 options:

1. Enforce a rule to report every key handover back to base.

Ideally, whenever people exchange keys outside of the office, they must inform the office who can update the records, and send a confirmation to each party that the responsibility for the keys has changed hands. This is quite time consuming for all concerned, and if not done properly can lead to errors or disputes. Many fast-paced companies find it impractical, but it can work on a small scale especially if key exchanges are rare.

2. Simply don’t allow key handovers between people.

This is probably the best option if you don’t have a system that supports it. It will probably mean keeping and tracking more sets of keys for each property, but this is a price worth paying for better accountability.

3. Use an app or system that supports transfer of keys between people.

Here you can make use of mobile devices to electronically record key handovers quickly and easily. We’re not aware of anything other than Keyzapp that makes the process this easy.

5. Put someone in charge

Putting someone in charge of your key process is the critical factor to ensuring that all keys are accounted for. Even if you allow people to take keys for themselves, you still need someone to oversee the process and regularly check it’s working properly. The person best suited for this role is a senior detail-orientated person, who isn’t the office manager. In our experience, the boss isn’t well suited to this role, because they are usually too busy. Equally don’t give the job to the most

junior member of the team, as they don’t have the authority to hold people to account, and may not fully understand your key system. I wrote an article on this last year for letting agents that it might be worth a look at.

6. Review Status Regularly

Whichever system you choose to track and manage your keys, you still need to check how things are going. Once people know that the key log is regularly reviewed, I guarantee you’ll see an immediate improvement in behaviour. The review should usually be done by the person in charge of the key process, reporting to the office manager. We recommend that you review the log at least once a week, but you may like to do it more often, especially in the early days. With the right tools and process it’s a very quick check. There are 4 main things to review:

1. What keys are overdue?

Any electronic system that allows you to record key sign-outs should also allow you to track a due back date, making this information easy to find. If keys are overdue, then you should chase them up as soon as possible. Overdue keys that aren’t returned quickly tend to go missing. If you’ve followed the advice above, at least you’ll know who is responsible should the worst happen.

2. Which are my at-risk properties?

These are properties where you have no current keys in the office. If you have an emergency and all keys are signed out, then you may be in a difficult situation. See if you can get at least one set back, even if not yet overdue.

3. Does the number of key sign-outs look right?

This helps you be sure that your keys are being signed-out properly. If properties are cleaned on every checkout, does the number of sign-outs from cleaners correlate to the number of checkouts you’ve had this week? If not, dig a little deeper and see who in your team needs more training.

4. Spot check the cabinet.

Pick a couple of random key hooks to go and check. Use your records to work out how many sets of keys you should have right now for a few properties. It’s good to pick a couple at random and some where you know there has been recent activity. This helps you see if people have been following the process properly. If you’ve just added a lot of keys or you’ve changed your process, you should do this more frequently.

7. What to do when guests lose keys

You’ll almost certainly have a process in place for guests losing their keys, but here are a few pointers.

If you charge guests a fee for key/lock replacement, factor in the admin time as well as the direct costs. Getting a locksmith out or sending a member of the team to get new keys cut can be very time consuming and the invoices/receipts can generate a lot of admin. Make sure you communicate clearly any charges that you have to your guests.

A guest losing keys can often give you two problems. Firstly you need to give guests access to the property again by giving them a spare set of keys. Secondly, you may also need to get new keys cut. Ensure you have enough spares so you can do both these things in parallel. We’ve already covered how having two sets of guest keys can make this easier.

Did this help? Any questions?

Well done for making it to the end of what turned out to be quite a long post. I hope you found it useful. Do you have any questions? Have I missed something that’s important to you? Please get in touch by leaving a comment below. Here’s a quick summary:

  1. Make sure you have enough keys to cover all the coming and going and still have one spare in the office for emergencies
  2. Separate your guest sets and management sets, and make it obvious which is which
  3. Make sure everyone knows the rules with keys and the consequences of not following them
  4. Keep a detailed key log
  5. Put someone in charge and review the log regularly for issues

Public Sector Organizations: Keyzapp is now available on G Cloud

We’re delighted to announce that Keyzapp has been approved for purchase by UK Public Sector organisations using the Government’s Digital Marketplace, or G Cloud.  If you work in the public sector and need  a low cost solution for tracking keys and other small assets, you can now purchase Keyzapp more quickly and easily than ever before at a standard low rate, using a pre-agreed contract framework.  This should make your procurement team very happy.

We’re delighted to have been accepted into the marketplace, and hope that this puts Keyzapp within reach of more of our country’s institutions, such as schools. local authorities, healthcare providers and their contractors.

You can find us on the digital marketplace here

If you have any questions about Keyzapp and how to purchase through G Cloud please get in touch!

Bringing Smarter Key Management to Facilities

Keys. We still can’t live without them yet staying in control of them is time consuming and frustrating for facilities and building managers the world over. Having solved this problem for hundreds of letting agents and property managers, Keyzapp is now bringing its knowledge and tools to the facilities sector.

Founded in 2014, Keyzapp takes advantage of the low-cost contactless technology now found in most credit cards and mobile phones, completely removing the need for spreadsheets and logbooks. As with all innovations that improve business practices, the idea is simple. Just tap a key fob on your phone or reader to see instantly what a key is for, and issue it to the person who needs it without fuss. The app then takes over, giving you an instant view of who has your keys, sending automatic reminders to people whose keys are due back

Keyzapp’s three co-founders were certain they could find a better way to keep track of small, hard-to-track assets like keys, after seeing at first hand the sheer nuisance that misplaced keys can cause in the lettings industry. “Our mission is to completely eliminate paper-based logbooks and spreadsheets for tracking keys in business. We had to come up with something different that’s accessible to everyone” says director Tim Hill. “Managing keys is a people-process, so the answer was to make the whole thing extremely easy to pick up and use. At the same time, it had to be flexible enough to respect the different ways companies tag and record their keys. We also had to make it low cost so that it was a viable option for people managing 20 key sets or 20,000.”

Until now, facilities managers trying to improve their key controls have had limited options, with most solutions focusing on expensive hardware that physically lock keys into cabinets. Keyzapp takes a completely different approach because it focuses on capturing the responsibility for keys as they pass from the storage locations, to different people. When scanning keys, staff see simple guided processes that tell them what information needs to be captured at each step. Front-line staff have described Keyzapp as “childsplay” to use, whilst managers quickly observe improvements in operational efficiency and improved KPIs. Savings often depend on the processes required, but range from cutting a 30-minute daily process to just 5 minutes, right through to one housing association saving £10,000 in 6 months of use.

“Moving to facilities seemed like the natural next step for us, not least because of the demand coming through our website from facilities teams across the world” continues Tim. To date, Keyzapp has been implemented in 14 different countries, with clients ranging from Shopping Centres to Airbnb hosts. “Our attendance at the Facilities Show marks the beginning of our focus on this sector and we’re excited to solve this everyday problem in commercial locations around the world”.

Keyzapp have recently completed a video case study with Amthal Fire and Security, who chose Keyzapp because of the way they could set it up to meet the needs of their 24-hour engineering workforce. You can see the resulting video from their website http://www.keyzapp.com/amthal

Keyzapp will be exhibiting at the Facilities Show at London’s Excel Centre on 18th-20th June. For more information, visit www.keyzapp.com.

Managing Keys: Is this your Worst Nightmare?

Imagine the scenario. Your client arrives to collect their keys. You go to the cabinet, and they aren’t there. Who has them? Where are they? Who had them last? At best you look disorganised – at worst you look unprofessional and a risk to your client’s security.

How did this happen?! The answer is quite surprising. Most letting agents don’t consider the release and return of keys as a ‘process’ which needs attention.  And… if that process isn’t cared for, it is easy for it to go wrong. However, if it is properly managed, it not only stops you looking like a risk, but also saves the team time and can even impress your clients.

So do YOU have a key management process?

Basically, if you hold keys that you issue to different people throughout the day or week, then yes, you do.  But have you ever given any thought to what that process really is? Perhaps surprisingly, a lot of people haven’t.

Whether you’re a letting agent, accommodation manager, facilities manager or receptionist, it can really help to have a clear process for looking after your keys and help make sure that things are done consistently and efficiently.

In this blog, I’ll explain what Key Management is, why it’s important and outline some of the things you might want to think about when designing yours.  Don’t worry- it won’t take long to put right!!

What is key management?

Key management is the active process (or, really a set of processes) that businesses use to keep track of their physical keys.

These keys may be owned by the business itself (for example, they may unlock storerooms, lockers, offices, meeting rooms or classrooms) or they might be keys you hold so that you can grant access to the property of others (e.g. in a real estate agency, property management or service companies such as cleaning and security).

Although the way you manage key will probably be unique to your company, the 4 basic processes that you’ll need to take care of are more-or-less the same for everyone. These processes are

  1. Taking charge and tagging of keys.
  2. Issuing and returning keys.
  3. Monitoring key use
  4. Archiving

Let’s have a look at these in a bit more detail.

1.Taking charge

When you receive a set of keys for the first time, you usually need a process for capturing the details of that key and making sure that you can find it when you next need it.

If you’re a building manager or concierge, you may only need to do this once while setting up your process as the keys that you manage will rarely change.

If you’re growing a property portfolio of rentals, lettings, or serviced accommodation, then you will likely be taking charge of new keys all the time. The way you do this process might be different, but the things you do will likely be very similar.

  1. Record what the key is for, property address, room number or car registration.
  2. Give the key a reference number. It’s almost always a very bad idea to write what the key is for directly on the keys, so you’ll need to give a reference number or some other identifier so you can find it again.
  3. Give it a storage location. This may or may not be included in the reference number that you just gave it.
  4. Record the key ring details. What specific keys are on the key ring? Are there any other things like electronic fobs associated? Are there any other aspects of the key that should be recorded? State how it should be used.

2. Issuing and Returning

Once you have charge of a key, you’re likely to occasionally give it out to different people and you’ll need a process for tracking who you’ve given it to.

This is typically done with pen and paper (not something I’d recommend in the 21st century) or an electronic system of some kind.  When capturing who has taken a key, we recommend you always do the following:

  1. Record the key reference
  2. Record who is taking the key (and is now responsible for it)
  3. Record when it’s due back

You may want to capture a signature or provide some sort of receipt for keys given out. Many people find this is less necessary if you have a good electronic audit system in place.

When returning keys, you’ll need to track those keys back in and state where they’ve been stored.

3. Monitoring

Monitoring is critically important. This is the process that is most often overlooked and where things usually start to go wrong.

It’s rarely enough to simply have a process for issuing and returning keys – it’s the active monitoring of which keys are out which are due back that prevents the hassle of chasing around for a key at the last minute.

Even the best of us forget things every now and again and when we’re busy, it’s very easy to forget that we’ve still got the key.

The most common cause of key-loss is when someone forgets to sign them back in and the problem isn’t noticed immediately.  It might be weeks before the key is needed again and the problem is uncovered, by which time it’s often too late.

It’s therefore crucial that you have a regular process to check which keys are still out and which should be back by now, making sure you chase any late keys home before they have time to become lost.

You’ll need regular activities to:

  1. Check key status
  2. Chase overdue keys

4. Archiving

At some stage you may stop managing a set of keys. Perhaps you’ve stopped working with the property that the keys are protecting, or for some reason you’ve changed over a lock.

It’s crucial ensure you take action at this stage and that you record what you’ve done. Having keys you no longer need lying around only adds clutter and increases the chances of future mistakes and security risks.

The process here will probably vary depending on your industry.  Do you need to return the keys to the owner or dispose of them securely? What records do you need to keep? Does anyone else need to be informed?

What does your Key Management process look like?

Hopefully you agree that having a fully thought-out process is not an option, but is 100% necessary to keep your keys safe and prevent wasted time in the office. If you don’t have one, why not get get it in place right now?  If you’ve got a process- have you got all the bases covered?

Is your process written down?

Putting your process in writing is really important.  In many industries, it’s now a necessity, where legislation and codes of conduct require evidence that you are working in a compliant manner (for example the Letting Industry in Scotland).

Writing your process out also helps you to clarify the areas that may not be working efficiently.  What I often see is that most people give most attention to the first two processes (Tagging, Issuing and Returning) but the crucial monitoring and archiving are often less well defined.

Would you like some help with documenting your process?  We’re working on some templates to help.  Why not register your interest here? Or get in touch to discuss further.

Letting Agents: Avoid this Big Mistake with your Keys!

So, what’s this big key mistake that many people are making?

Have you ever had that embarrassing situation when you can’t find a property key with a client standing right next to you? It usually isn’t your fault – ‘someone else’ had it last (but no one knows who or when)! It’s an agent’s nightmare. Continue reading “Letting Agents: Avoid this Big Mistake with your Keys!”