The Keyholding Company Arvostelua 83

I was a customer for 20 years and they used to be good.. but weak automated call answering had crept in and speed to arrive times had stretched over the years. In August, on holiday, I got a call from our alarm company one morning at 10am. They had tried for an hour to contact the Keyholding company but could not get through. I asked them to keep trying and they succeeded 90 MINUTES after the alarm had gone off. 6 hours later the report of their visit arrived -by email - it had taken ANOTHER 5 HOURS for anyone to go to the house to check it. And the report gave no information - just a statement that someone had visited. A full day of stress, and calls just went into automated loops. I had to ask my daughter to go to check the house. I complained by email and said I was cancelling and got a defensive reply saying my experience couldn’t be true (I have the call logs) and I would be in breach of contract. I cancelled the direct debit anyway - they were the ones in breach of contract - and they are now demanding money to send the keys back to me. What can I say. 0 would have been a better score.

Hana responded helpfully and promptly to requests made for assistance and action.
Brian

Great support from the Team today, responded very quickly, Thanks Hana

Gary was extremely responsive and made everything quick and easy when I cancelled my account but then changed my mind and wanted to reverse everything.

Thank you to Dolph for great communication and quick responses to resolving issues .

I had a small issue where the company called out to check my premises during a false alarm left the lights on & after contacting The Keyholding Company to let them know this, they (Dolph) dealt with the issue in a very professional & swift manner.

Easy to get in contact and the phone operative Miles was very helpful and knowledgeable.

Dolph was very helpful in arranging and changing appointment times

The Keyholding Company were very much responsive to a query we had and explained in full the reason for the issue we raised. We received a response in a timely manner.

Used them for 2 years as a last resort backup for a small number of sites around the country, when we know there is just an alarm system fault. They cannot be trusted with anything serious.

No systems in place to ensure requests for a response are picked up by a service partner, or if picked up whether they ever arrive, and if they do arrive then it is in the lap of the gods as to whether a report ever appears, and the only way to get it is chase it yourself.

If a service partner does accept a job, we have had so many non-arrivals at sites it's laughable. Of course, they don't know this unless we contact them as they have nothing in place to spot this.

When they do attend, a high percentage of attendances are at the wrong location, and once we even had a close-up photo of a hedge submitted on a report as sole evidence of attendance, for which we were billed for. When challenged it turned out they never even attended so who knows what happened there!

If you contact them to query an attendance, a missing report or just about anything else, they pretty much never ever get back to you and when you recontact them it's like nothing ever happened before, there never seems to be a record of previous conversations.

Quite simply, if you want a good job from The Keyholding Company you literally have to do their job for them and ensure that someone is allocated, someone attends, and a report is submitted. If you don't then the system fails. You then also have to be lucky enough to have a competent service provider working on their behalf which in itself appears to be a lottery.

It's really basic stuff that The Keyholding Company simply can't manage.

We have moved our sites over to Aura who offer essentially the same product, and it is literally night and day.

Professional, all attendances confirmed or you get contacted to explain the delay, reports completed on site are reviewed immediately by staff prior to the officer leaving site etc. Excellent communicative senior management. No wonder other businesses and public sector sites are being moved to AURA is it really.

Extremely unreliable. Regularly late for lock up services, or sometimes don't show at all creating security risks. When unlocking, often leave the building unattended instead of waiting for staff to arrive, as contracted. Complaints have been made but the service remains poor. Use someone else would be my advice, which is what we are doing.

Avoid The Keyholding Company at all cost.
We gave them 8 opportunities to carry out the site survey. No one arrived, rang to apologise, emailed or anything.
If the company cannot bother to attend a site survey on a weekday during office hours, what hope do you have of them turning up promptly in the middle of the night if your alarm goes off?
Finally, after getting nowhere with The Keyholding Company, I demanded that the contract was cancelled and that our keys were returned via a secure method.
This took two months of ringing and emailing. Each time there were profuse apologies followed by nothing.
Eventually, I did receive keys - to someone else's property!
I reported this to The Keyholding Company and I'm still waiting for our keys to arrive and the other keys to be collected.
This company is beyond lazy, inefficient, complacent, incompetent and dismissive. Do not give your keys and alarm code to these people. I am fairly certain it will invalidate your insurance.

A prompt response by senior operations officer Gary Shipham in response to my query. I have used this organisation for 5 years and have been very satisfied in their professionalism

we have been with this company for a number of years now.
whenever i need their services its easy to arrange and they do exactly whats on the tin!
just the kind of service I like. allows me to get on with my day job.
Kath

Awful. Registered for the service. Called 3 times with a query and was told somebody would call me back. Guess what? No return call. If that’s the level of customer service when they are trying to sell the service I have zero confidence they would be able to perform efficiently. I’ve written to them via their Chat line and also by email. Guess what? No response to slither of those either. I’ve cancelled the agreement and all payments.

Professional and helpful. An exceptional service, fast turnaround time and helpful customer service team.

For my home, I have been using The Keyholding Company since 2013. For the first few years, I had a lot of problems with the intruder alarm and the keyholders were called out on several occasions dealing with the problem and giving me peace of mind. Now I have a new alarm and have given my neighbors the Keyholding Company contact details in case of not just the alarm ringing but for any problem requiring access to the property while I am away.

The point of Keyholding is total security and reassurance. Keys get stolen / lost / broken. You lock yourself out by mistake. They answer immediately ( who else does these days ) and will be at your door in 30mins. I went to get a gas reading in the basement and the front door shut. Heaven delivered 20mins later. Easy.

This is a great service for residential landlords, as it means the alarm in responded to regardless of whether there is a tenancy and a tenant can also reply upon the service