Keyholding and alarm response means a security company holds your keys and sends an officer when your alarm goes off, so you or your staff do not have to. This guide explains what happens when a business alarm is triggered, whether the police will come, and how keyholding works.
What happens when a business alarm goes off?
Without a keyholding service, the alarm usually sounds on site and, if it is monitored, the alarm receiving centre phones your list of keyholders. That often means a manager or member of staff driving out at 3am, on their own, to an empty building that might have intruders inside.
- It puts your staff at risk. Walking into a building after a break-in is exactly the situation a trained officer is there for.
- It is slow if nobody answers. If the first keyholder does not pick up, the call moves down the list while the building stays open.
- False alarms still need checking. Most activations turn out to be faults, animals or doors left unlatched, but someone still has to attend and reset the system.
Will the police come to my alarm?
Not always. Police forces in England and Wales follow the National Police Chiefs’ Council policy on security systems. As one force explains it to the public:
- Only registered, monitored systems get a police response. Your security company is issued a Unique Reference Number (URN) for the system.
- Attendance is not guaranteed. It depends on demand, priorities and resources at the time.
- Three false alarms in a rolling 12 months from an intruder system and police attendance is withdrawn until the problem is fixed.
- You need at least two keyholders who can reach the premises within 20 minutes, at any hour.
Source: Devon and Cornwall Police, Installation of a Security System: advice to members of the public. Check the current rules with your alarm company or local force.
What is keyholding and alarm response?
With keyholding and alarm response, we hold a set of your keys securely and are named as a keyholder with your alarm receiving centre. When your alarm is triggered, the centre calls us instead of your staff, and an SIA-licensed officer attends.
What our officers do on a keyholding and alarm response call
- Check the outside of the building for broken windows, forced doors and anyone nearby.
- Call the police or fire service straight away if there are signs of a break-in, a fire or someone inside.
- Check the inside once it is safe, room by room.
- Make the building secure. Lock up, and stay on site until a glazier or locksmith arrives if a door or window is damaged.
- Reset the alarm where possible, or stay with the building until it can be set.
- Report to RG what was found and what was done. We will send you the report whenever you ask.
Keyholding and alarm response vs using your own staff
| Keyholding and alarm response | Your own staff | |
|---|---|---|
| Who attends | A trained, SIA-licensed security officer | A manager or member of staff, often alone |
| Safety | Officers are trained for entering premises after an alarm, and are on our lone worker system | Staff may walk into a break-in |
| Speed | The alarm centre calls us directly | Depends on staff answering their phone at night |
| After a break-in | We stay until the building is secure | Staff stay, often for hours |
| Cost | A service fee plus each call-out | Overtime, lost sleep and staff goodwill |
Is keyholding and alarm response right for your premises?
It is usually a good fit if:
- Your premises are locked and alarmed but empty at night or at weekends
- You do not want staff attending alarms on their own
- Your alarm is monitored, or you are thinking of having it monitored
- You have had false alarms and want each one checked properly
- You need cover over holidays, such as the Christmas shutdown
If your site has valuable stock, plant or an open boundary, you may need more than alarm response. Mobile patrols add regular checks through the night, and static guarding puts an officer on site.
Reducing false alarms
- Have your alarm serviced regularly by an approved company
- Make sure every keyholder and member of staff knows how to set and unset it
- Check doors and windows are fully closed before setting
- Keep sensors clear of heaters, fans, balloons and stock that can move
- Ask for a written report after every call-out, so repeat causes can be fixed
Keyholding and alarm response across Hampshire
We provide keyholding and alarm response across Hampshire, including Southampton, Eastleigh, Winchester, Portsmouth, Fareham and Basingstoke. See our alarm response service and all the areas we cover.
Questions we get asked
Will the police come if my business alarm goes off?
Only if your alarm is monitored by an alarm receiving centre and registered with the police, and even then attendance depends on what else the police are dealing with at the time. Audible-only alarms do not usually get a police response, and attendance can be withdrawn after three false alarms in 12 months.
What is keyholding?
Keyholding means a security company holds a set of keys to your premises and is named as a keyholder on your alarm. When the alarm goes off, an officer attends instead of you or your staff.
What does an officer do when they attend an alarm?
They check the outside and inside of the building, look for signs of a break-in, call the police or fire service if needed, make the premises secure, reset the alarm where possible, and report back to RG. We will send you the report whenever you ask.
Is keyholding cheaper than a static guard?
Yes. With keyholding and alarm response you pay for the service and for each call-out, rather than for an officer on site all night. It suits premises that are locked and alarmed but empty out of hours.
Do your officers need a licence for keyholding?
Yes. Keyholding is a licensable activity, and every officer we use holds an SIA licence, which means they have passed approved training and background checks.
Set up keyholding and alarm response
RG Security has 10 years in the industry, and every officer holds an SIA licence.
Call 023 8181 0000 or email info@rgsecurity.co.uk with your premises address and alarm company details, and we will tell you how we can help.
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