Being nominated as a keyholder is an important responsibility.
If an alarm activates at a monitored site, keyholders play a vital role in helping secure the premises and supporting the response process. Whether you are a business owner, manager, employee, family member, or professional keyholder, understanding what is expected of you can help ensure alarm activations are dealt with quickly and effectively.
This guide explains the responsibilities of a keyholder and outlines some of the key requirements set out within the National Police Chiefs’ Council (NPCC) Security Systems Policy.
What Is a Keyholder?
A keyholder is a person nominated to attend your premises following an alarm activation. They act as the first point of contact and are responsible for helping secure the site, providing access when required, and assisting emergency services if necessary.
According to the National Police Chiefs’ Council (NPCC) Security Systems Policy, premises with a police-response alarm system should have at least two keyholders available.
Keyholder Requirements
The NPCC states that keyholders should:
- Be trained to operate the alarm system.
- Be contactable by telephone.
- Have reliable transport available at all times.
- Have access to all relevant areas of the premises.
- Have access to any keys, fobs, or entry credentials required.
- Be able to attend the site within 20 minutes of being notified.
These requirements apply 24 hours a day, 365 days a year.
Going on Holiday? You Still Need Cover
One of the most common issues monitoring centres encounter is unavailable keyholders.
If a keyholder is on holiday, off sick, unavailable, or has changed their contact details, a replacement keyholder should be provided. This helps ensure there is always someone available to respond when needed.
Regularly reviewing and updating your keyholder information is essential for maintaining an effective response plan.
Can a Keysafe Replace a Keyholder?
No.
The NPCC specifically states that a Keysafe-type device is not an acceptable alternative to having registered keyholders. Whilst a Keysafe may assist with access arrangements, suitable keyholders must still be available and able to attend the premises when required.
Using a Commercial Keyholding Company
Many businesses choose to use professional keyholding and response companies, particularly for sites operating outside normal business hours.
If you use a commercial keyholding provider, you should ensure they comply with:
- Security Industry Authority (SIA) licensing requirements.
- BS 7984-1 Keyholding and Response Services standards.
It is also important to remember that using a commercial keyholding company does not automatically remove the requirement for someone to attend within the required 20-minute timeframe. Where this cannot be achieved, additional registered keyholders may still be required.
What Happens If Keyholders Fail to Attend?
The NPCC advises that failure of keyholders to attend when requested on two occasions within a rolling 12-month period may result in police response being withdrawn for a period of three months.
Maintaining reliable and responsive keyholders is therefore just as important as maintaining the alarm system itself.
Who Should Contact the Police?
A common misunderstanding is that keyholders should contact the police directly following an alarm activation.
In most cases, requests for police attendance should come from the Alarm Receiving Centre (ARC), not the keyholder.
Keyholders should only contact the police themselves if they have arrived at the premises and discover:
- A crime in progress.
- Evidence that a crime has been committed.
- An immediate threat to life or property.
Following the correct procedures helps ensure alarm activations are handled appropriately and in accordance with police policy.
Police May Not Wait
Even when police attend an alarm activation, operational demands mean officers may not always remain on site waiting for a keyholder to arrive if there are no obvious signs of criminal activity.
This is another reason why the ability to attend promptly is so important.
A Simple Keyholder Checklist
Ask yourself:
✓ Are all keyholder phone numbers current?
✓ Do you have at least two keyholders registered?
✓ Can every keyholder attend within 20 minutes?
✓ Do they know how to operate the alarm system?
✓ Do they have access to all areas of the site?
✓ Is a cover arranged for holidays and sickness?
✓ Have you reviewed your keyholder information within the last 12 months?
If the answer to any of these questions is “No”, it may be time to update your records.
Need Assistance?
Being a keyholder is an important responsibility, but you’re not expected to manage everything alone.
If you have any questions about your role as a keyholder, receive an alarm activation and are unsure what to do, or need to update your contact details, the Farsight team is here to help.
Contact Farsight Security Services
📞 24/7 Control Room: 0845 371 0101
📧 Email: [email protected]
🌐 Website: www.farsight.co.uk
Whether you need assistance following an alarm activation, wish to update keyholder information, or simply have a question about the monitoring process, our team is available 24 hours a day, 365 days a year.
Keeping your details up to date helps ensure we can contact the right people quickly when it matters most.
