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Service Descriptions

  • Updated

The defined terms used in this article, are as per the Service Partner Master Services Agreement.

Instructions that apply for all Services:

  • Ensure a suitable, trained, licensed and uniformed Officer is sent to attend the Property, along with their SIA badge and company identification.
  • Ensure the appropriate Keys are taken to the Property and used correctly.
  • Take all due care to follow the precise instructions for the Property, as described in the Assignment Instructions.
  • Ensure the workflow in Chase Partner App is completed in real-time, at the Property to:
    • Document any observations or findings with photographs and clear text.
    • Raise issues (for example, a break-in or access issue).
    • Update information as it changes (for example, adding new door codes to the Assignment Instructions).
    • Report any health and safety issues.

 

Service Descriptions per Category

1. Response Service

  • A reactive service that is often booked via a monitoring station in response to a system signal (like a Security or Fire system).
  • These services will be passed to you automatically in real-time. They must be accepted, allocated and delivered as fast as possible.

2. Subscribed Service

  • A service that you are contracted to complete on a regular basis at a scheduled time (for example, an Unlock at 7am every day).
  • These services are automatically created in Chase each day, ready for allocation to an officer.

3. On-Demand Service

  • An additional service that a client has requested on a property which may or may not already have a subscribed service.
  • These services require you to accept (or decline) them as quickly as possible, and subsequently deliver on the correct date/time.

4. Direct Dispatch

  • A method of dispatching a response service directly to an officer based on their exact proximity to the site, using the geolocation data from our mobile app.
  • This service usually doesn't require the use of keys, and are often external-only checks.

 

Service Descriptions per Job Type (A-Z)

1. Alarm Call

  • Respond to alarm activations by promptly attending the Property and conducting an Internal Patrol (as described below).
  • Identify the cause of the alarm, reset and rearm the system.
  • Contact the alarm company for faults and remain on-site until the Property is secure, especially in cases of system issues or break-ins.

2. Clear Desk Check

  • Conduct Property checks outside business hours to ensure no sensitive or confidential information is left exposed on desks.

3. Compliance Checks

  • Perform a series of visual checks at the Property to ensure compliance with safety, security, and maintenance standards - For example, checking that a school playground is safe from hazards.

4. Destroy/Post Keys

  • Upon termination of a Property, in accordance with TKC’s instructions, either destroy the Keys in accordance with accreditation standards, or post them to a specified address.

7. E&T Guarding (Emergency and Temporary)

  • Attend a Property for an extended period of time (known as a 'shift') to safeguard property or personnel, often conducting regular checks and/or patrols.
  • The exact requirements and shift duties are specified within the Work Order and/or Chase Partner App workflow.

8. Emergency Lighting Test

  • Conduct tests on the emergency lighting systems.
  • Secure the property on leaving, reactivating any security systems unless directed not to.

9. External Patrol

  • Conduct a thorough external inspection of the Property, checking all accessible areas, windows, doors, and potential entry points for signs of tampering or unusual activities.

10. Fire Alarm Test

  • Test and inspect the Property's fire alarm systems as required.
  • Ensure the Property is secure on departure, reactivating the alarm system unless instructed otherwise.

11. Fire Evacuation Drill

  • Facilitate and oversee a fire evacuation drill, ensuring all procedures are correctly followed.
  • Secure the Property after the drill, including setting the alarm system.

12. First Response

  • Provide an initial External Patrol before the arrival of the contracted keyholder.
  • Remain at the Property until the contracted keyholder arrives.

13. Fridge Alarm

  • Identify the cause of fridge alarm activations (e.g. a Fridge that is too warm because of an electrical failure).
  • Contact maintenance and await engineers if necessary. Ensure the Property is secure upon departure.

14. House Check

  • Perform an extensive patrol of a residential property, checking both interior and exterior areas.
  • Ensure the Property is secured, including activating the alarm system, before departure.

15. Internal Patrol

  • Carry out a detailed patrol both inside and outside the Property.
  • Ensure all doors, windows, and other access points are securely locked.
  • Activate any internal security systems before departure.

16. Key Check

  • Test all provided Keys to ensure they grant access to the necessary areas.
  • Log all Key details and their status on the Chase Partner App.
  • If new Keys are collected, use the Chase Partner App to issue a digital receipt.

17. Key Collection

  • Collect and verify the functionality of the required Keys.
  • Document the collection with a digital receipt on the Chase Partner App..

18. Key Drop Off

  • Return Keys to the designated individual and address.
  • Confirm the identity of the recipient and complete a digital receipt on the Chase Partner App..

19. Lock Service

  • Perform an Internal Patrol (as defined above) of the Property.
  • Secure all points of access, including windows, doors, and gates.
  • Activate the Property's alarm system, ensuring it's fully operational before leaving.
  • Leave specific areas unlocked if instructed, ensuring overall security is not compromised.

20. Lost Key

  • Provide access to individuals or groups that have lost their Keys, after verifying their identity, ensuring Property security.

21. Noise Level Alarm

  • Address noise complaints by requesting inhabitants to reduce noise levels.
  • We are normally contracted on behalf of the Property owner (e.g. an Airbnb host), who use a specialised sound level device to send alerts.

22. Re-Survey

  • Update and verify existing Property survey information, including layout changes, updated Assignment Instructions, Keys, alarms, and safety protocols.

23. Remote Key Audit

  • Update the Chase Partner App with the latest details of the Keys held for the Property.
  • No physical presence at the Property is necessary.

24. Survey

  • Conduct a comprehensive survey of the Property, collecting information on layout, Assignment Instructions, Keys, alarm systems, and safety measures.
  • Ensure the Officer conducting the Survey is adequately trained for this task.

25. Third Party Access

  • Verify the identity of individuals or groups requiring access to the Property.
  • Perform a Internal Patrol of the Property and ensure it's secured upon departure, including reactivating the alarm system.

26. Unlock Service

  • Conduct a Internal Patrol of the Property.
  • Deactivate the alarm system and unlock the designated areas.

27. Vagrant Escort

  • Request vagrants to vacate the Property in a safe, non-confrontational manner, following specific protocols for such situations.

28. Vacant Property Check

  • Conduct a Internal Patrol of a vacant Property.
  • Thoroughly answer additional tasks such as meter readings, health and safety assessments and points of interest. Secure the Property thoroughly, including setting any alarms, before leaving.

29. Welfare Check

  • Visit the Property to assess the well-being of an individual, confirming their identity upon arrival. Check the overall safety and security of the Property.

 

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