FAQ/Help
Parking charge
A parking fee of £3 per hour applies in areas where parking charges are enforced. This fee contributes towards the cost of parking incurred by our operatives while attending your property.
Please note that our vans must be parked legally at all times. This means we are unable to park across driveways or use supermarket or shop car parks, and must instead use appropriate on-street or permitted parking in line with local regulations.
Late cancellation policy
If an appointment is cancelled on the day of the visit, we reserve the right to issue an invoice for a late cancellation fee of £45.00.
This charge helps cover the cost of staff time and resources that cannot be reallocated at short notice. We ask that you give us as much notice as possible if you need to cancel or rearrange an appointment, and we will always do our best to be understanding where there are exceptional circumstances.
Funding available for some services
There is some funding available to assist people who receive Pension Credit (Guarantee Credit), or who receive Universal Credit (UC) with the Limited Capability for Work and Work-Related Activity (LCWRA) element. Please note that it must be both UC and LCWRA together — UC on its own does not qualify.
What does this mean?
- Universal Credit (UC) is a benefit for people on a low income or who are out of work.
- LCWRA (Limited Capability for Work and Work-Related Activity) is an additional element within UC for people whose health condition or disability means they are not required to work or prepare for work.
- To be eligible, you must be receiving the LCWRA element as part of your UC award.
How to provide proof:
You can show us proof in any of the following ways:
- A screenshot or photo from your Universal Credit journal showing the LCWRA element in your monthly breakdown.
- A recent UC award letter that clearly lists the LCWRA element.
- For Pension Credit (Guarantee Credit), a Pension Credit award letter or recent official DWP correspondence confirming entitlement.
- The name of the recipient and qualifying benefit , both appearing on the same document.
What should I do if my key safe freezes in very cold weather?
Option One – this is the most efficient method, recommended by the Key Safe technical support team.
- Gather Materials: Prepare a container with warm (not hot) water, ensuring it is comfortably warm and not scalding. Pour on the Affected Area: Carefully pour the warm water onto your key safe.
- Wait Patiently: Allow the warm water to work its magic for a few minutes. The heat will help melt the ice without causing harm to the key safe.
- Gently Test the Lock: After waiting, gently try to open your key safe. The warm water should have loosened the ice, making it easier to unlock.
- Dry Thoroughly: Once you’ve successfully opened the key safe, be sure to dry it thoroughly, inside and out, to prevent future freezing.
- WD-40: Once the majority of the water is removed, spray your WD-40 into all moving parts. This will displace any residual water. Clean up: Wipe any excess ensuring your key safe is clean and ready for the next use.
Option Two – if you have no WD-40 to hand, recommended by the Key Safe technical support team.
- Gather Materials: An old tea towel, a container with warm (not hot) water, ensuring it is comfortably warm and not scalding.
- Wrap Warm Towel around the Key Safe: Carefully submerge the towel into warm water, squeeze out any access water leaving the towel damp and warm, wrap around your key safe (ensuring the weather cover is open).
- Wait Patiently: Let the warmth from the towel do its work for a few minutes. The heat will assist in melting the ice without causing any harm to the key safe. Gently Test the Lock: After patiently waiting, carefully attempt to open your key safe. The warm water should have loosened the ice, making it easier to unlock.
- Dry Thoroughly: Once you’ve successfully opened the key safe, ensure thorough drying, both inside and out, to prevent future freezing. Remember, patience is key, and avoid using excessive force to prevent damage to your key safe.
