Question 1

What is a key holding and alarm response service?

Accepted Answer

Key holding and alarm response means Vigil holds spare keys to your premises and responds to alarm activations 24/7. When your intruder alarm, fire alarm, or panic alarm activates out of hours, our control room receives the signal and immediately dispatches an SIA-licensed officer to your site. The officer attends promptly, uses our held keys to gain entry, investigates the cause of the activation, secures the premises, and contacts you with a detailed report. This service eliminates the need for you or your staff to attend site in the middle of the night and ensures professional response to genuine security incidents.

Question 2

How quickly do you respond to alarm activations?

Accepted Answer

Response times are written into your service level agreement and vary by location. We aim to attend as quickly as possible — typically faster in central London boroughs such as Westminster, Camden, Islington, Tower Hamlets, and Southwark than in outer London. Response time is measured from the moment our control room receives the alarm signal to the moment our officer arrives on site. We track every response electronically and provide monthly performance reports showing actual attendance times against your SLA. If we fail to meet the agreed response time, your monthly retainer is reduced proportionately.

Question 3

Where are our keys stored and how are they secured?

Accepted Answer

Your keys are stored in a secure key safe at our Ferguson House operations centre in Ilford. The key safe is BS7558-approved, fire-rated, and monitored by CCTV 24/7. Each key set is allocated a unique reference number and stored in a tamper-evident seal. Only authorised officers can access keys, and every key withdrawal is logged electronically with officer ID, timestamp, and reason for withdrawal. Keys are returned immediately after each attendance and re-sealed. You can request return of your keys at any time with 48 hours' notice, or we can arrange annual key audits where you attend our office to verify keys are present and correctly stored.

Question 4

What happens when an officer attends an alarm activation?

Accepted Answer

When an alarm activates, our control room receives the signal via your alarm monitoring company (ARC) or directly if you have a Redcare or CSL connection. The control room immediately dispatches the nearest available mobile patrol officer. The officer arrives on site, conducts an external visual inspection for signs of forced entry, then uses our held keys to gain access. The officer searches the entire premises systematically to identify the cause of activation — whether genuine intrusion, false alarm, equipment fault, or environmental trigger. If evidence of intrusion is found, the officer secures the scene and contacts police. If the premises are secure, the officer resets the alarm, locks up, and provides you with a detailed attendance report including photographs and timestamps within 1 hour of leaving site.

Question 5

Do you provide key holding without alarm response?

Accepted Answer

Yes. Some clients require keyholding only — for example, to provide access for contractors, emergency services, or alarm engineers during business closures. We hold your keys securely and dispatch an officer to unlock and relock your premises on request. This service is charged per attendance rather than via a monthly retainer. However, most clients combine keyholding with 24/7 alarm response under a single contract, as the monthly retainer fee includes unlimited alarm responses (subject to fair use — typically up to 10 responses per month). This provides better value and ensures someone is always available to respond to genuine emergencies.

Question 6

Can we have keyholding for multiple sites under one contract?

Accepted Answer

Absolutely. If you manage multiple premises across Greater London — retail stores, office buildings, or warehouse facilities — we can provide keyholding and alarm response for all sites under a single contract. Each site has its own key set stored separately with unique reference numbers. Our control room maintains site-specific response procedures for each location, including floor plans, alarm panel locations, and emergency contacts. You receive consolidated monthly invoicing and unified performance reporting across your entire portfolio. This is particularly valuable for retail chains, property management companies, and multi-site operators who need consistent security services across London.

Key Holding & Alarm Response London

Our services

How it works

Contact Vigil

Site risk assessment

Officers deployed

Why London businesses choose Vigil

SIA-licensed officers

BS7858 vetted

15-minute response

Digital shift reports

Frequently asked questions

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