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FAQs

Need help? Here are some common questions and answers;

  • I have forgotten my key safe code, what can I do?
  • If I have a key safe, will it affect my insurance?
  • Is the supplied fitting kit suitable for all bricks and stone?

We recommend that all key safes are installed out sight to minimise the risk of attracting attention. If necessary, the product can be installed more prominently, but you will need to assess the risk yourself. Ideally it should be in a position that provides light for the user and allows easy access.

If you have a lifeline package be sure to inform the monitoring centre where your key safe is located and ensure they always have a record of your most recent code in case of an emergency.

A key safe is a strong mechanical metal box that securely stores a spare key inside and is a convenient way for you and authorised visitors to enter your home. It eliminates the need to leave keys under doormats, issue multiple sets of keys and allows immediate access to emergency services and care workers.

Most key safes are installed directly into brick or concrete, although temporary key safes are available. Spare keys to the property are stored inside the key safe vault and are accessed by a combination code. This code is easy to set and can be changed when appropriate to maintain security. The combination code will only be known to you and those you wish to have access to your property.

There is no pre-set combination code in a Supra C500 Key Safe. You will need to choose and set your own code in order to secure your keys. We recommend you select a code between 5 and 7 digits and avoid using common combinations based on birth years or pin codes. You may only use one number or letter once.

Every Supra Key Safe comes complete with a detailed user guide along with a code change tool to help you set your code. There is no need to use any other tools and you should never use a screwdriver to set your code.

Ensure you keep a copy of your code safe and only disclose your code to those that need to know. There is no override or reset code. If you have a lifeline package be sure to inform the monitoring centre where your key safe is located and ensure they always have a record of your most recent code in case of an emergency. (There is no override code if you forget it).

The Key Safe Company do not store or hold codes. The code is set by the user and it is up to whoever sets the code to record it somewhere safe or inform those that may have need of it.

There is no override or reset code. This is the nature of the mechanical coding mechanism. The only way to access a key safe is via the original code. In these circumstances we recommend that you speak to anybody who might have known the original code. This may include care workers, social services, the council, wardens, or family members.

Key safes are a discreet means of externally storing a spare key to a property and a preferred solution compared to handing out spare keys or leaving a key unsecure and exposed under the mat, plant pot, rock or garden ornament.

The C500 KeySafe was the first key safe in the UK to undergo rigorous attack tests and achieve an independent security rating, LPS 1175 Level 1. This security rating demonstrates that the C500 provides the same security as a domestic front door.

Other than the C500 KeySafe, key safes are classified as convenience products, allowing you to conveniently store a spare key on the outside of a property.

The C500 KeySafe was the first key safe in the UK with Police approval. It has undergone rigorous attack tests to achieve an independent security rating, LPS 1175 Level 1. The security rating demonstrates that the C500 provides the same security as a domestic front door. The LPS 1175 test was devised by a panel of experts, including:

  • The Association of British Insurers

  • The Association of Chief Police Officers

  • The Home Office


Correct installation and use of the C500 Police approved key safe will significantly improve security compared to alternatives such as handing out spare keys or hiding a key unsecure and exposed outside the property, under the mat, plant pot, rock or garden ornament.

The Key Safe Company do not store or hold codes. The code is set by the user and it is up to whoever set the code to record it or inform those that may have need of it.

There is no override or reset code. This is the nature of the mechanical coding mechanism. The only way to access the key safe is via the original code. In these circumstances we recommend that you speak to anybody who might have known the original code. This may include care workers, social services, the council, wardens, or family members.

A Supra KeySafe is not exempt from VAT when purchased through The Key Safe Company, even if you qualify for VAT relief. Although one of the most common uses for key safes are to aid vulnerable and disabled users, key safes can be used in various markets such as holiday homes, domestic cleaning and personal convenience and are not solely designed for people with disabilities.

We recommend you speak to your local Social Services or Council to find out more or to see if you are eligible for free key safe services directly through them.

Only those that have been given the key safe code can access the keys inside. If you experience difficulty, check that you are entering the correct code, each button should click when it is entered.

There should be a small amount of movement between a Supra KeySafe lid (the part with the black buttons) and the vault. If there isn’t any movement, the keys inside may have fallen forward and jammed the lid shut. We recommend you take the heel of your shoe and tap around the outside of the vault to lose the key. There is no need to use excessive force. You will know when to stop when the key safe lid becomes loose again.

If some of the key safe buttons do not click when pressed then the key safe may have been coded with force by using something other than the provided code change tool. This may have damaged the mechanism inside and you may have voided your warranty.

If you need assistance you can always contact The Key Safe Company on 01905 770333 and we can talk you through the process over the phone.

When our Police Accredited Keysafe are supplied they come with a clear plastic tab located at the top of the Key Safe in between the weather and the key safe to help with leverage to enable you to pull open the weather cover. Once installed, the weather cover should be easy to pull down.

If you lose the clear plastic tab, we recommend that you carefully tap the top of the weather cover, where it says ‘Pull@ against the edge of solid surface, such as a desk or tabletop. Alternatively, you can carefully position a screwdriver in one of the mounting holes on the back of the key safe and hold it firmly in place as you pull the black cover away from you. The screwdriver will act as a lever to open the key safe cover. Once the product has been installed the clear plastic tab can be discarded.

Supra Key Safe weather covers are designed to shield your key safe from the environment and help disguise it from passers-by

Supra KeySafe weather covers are designed to shield your key safe from the environment and help disguise it from passers-by. They are not watertight, but they should keep most moisture away from your keys.

The C500 KeySafe cover is manufactured made from a durable plastic, achieving all environmental standards for UV exposure, snow, water and dust, and is designed to clip on and off the product for ease of use.

The weather cover supplied with the Classic Supra KeySafe is made from Neoprene. This is same material as used in the manufacture of wet-suits.

Replacement weather covers are available on our website: C500, Permanent/J5 KeySafe, Slimline KeySafe, S7 KeySafe and Portable KeySafe.

The Supra KeySafe is a great idea for anyone who needs immediate access to a property. It supports a diverse audience from providing access for carers, health professionals, Housing Associations, Holiday Homes through to joggers and dog walkers and is trusted by 98% of local authorities.

A key safe provides a convenient method of externally storing the keys to your property and eliminates the need to leave keys under doormats, issue multiple sets of keys and allows immediate access to emergency services and care workers.

A Supra Key Safe grants you greater flexibility and freedom, allowing you to concentrate on the more important things in life. Family members no longer have to carry spare keys, you’ll never be locked out again and children can let themselves in after school.

You may have been recommended a Supra Key Safe by your local Social Services, GP, District Nurse or care provider. This is because a Supra Key Safe is ideal for anyone who requires multiple visitors but either cannot or has difficulty getting to the door. The Supra Key Safe has also been proven to save time and save lives by granting immediate, authorised access in the event of an unforeseen emergency.

Our Key Safe code can only be changed by those who have the original code. To restrict these users from changing the code you can fit an anti-tamper for the police accredited key safes or a code cover plate for the classic range over the code mechanism internally.

These metal plates fit over the key safe’s coding mechanism and are secured in place by special screws. Although these plates do not increase the physical security strength of the key safe, they do restrict unauthorised persons from changing the code.

For someone to guess your combination, they would first have to know how many digits were in your code. They would then have to go through each possible combination one at a time. This would be incredibly time consuming as there are over 4000 combinations on our Police Accredited Key Safes.

To maximise security, when selecting a code for your key safe we recommend a combination between 5 and 7 digits and avoid using common combinations based on birth years or pin codes.

There is no pre-set combination code in a new Supra KeySafe. You will need to choose and set your own code in order to secure your spare property keys.

All Supra key safes use a patented mechanical push button coding mechanism to keep your spare property keys secure. This mechanism does not allow duplication of numbers or letters in your code. This does not affect the security of your Supra KeySafe and has been taken into account when calculating the number of possible combinations.

This type of mechanism does not allow you to shut your key safe without locking it. This means you can close and walk away knowing your keys are secure.

The C500 Police approved key safe has 4,096 possible code combinations and has a mixture of both numbers and letters.

The Classic KeySafe range has 1,024 possible numbered code combinations. The classic range includes the Permanent, Slimline, S7, J5 and Portable key safes.

All our Key Safe have grey dials on the back of the lid to set your combination. There are 12 grey dials on our Police Accredited Key Safe and 10 on our classic and temporary range.

Each grey dial corresponds to the black buttons on the front of the key safe.

These grey dials all have small arrow embedded on them to demonstrate which numbers/letters are set in your code.

Arrows pointing towards the locking pin are OFF and are not part of the combination. Arrows pointing towards the hinge are ON and are part of the combination

If you continue to have difficulty you can always contact The Key Safe Company on 01905 770333 and we can talk you through the process over the phone.

No. It is a common misconception that because a key safe generally stores a front door key, it has to be mounted next to the front door.

The Supra KeySafe does not require a power supply, nor does it operate the door, it can be located anywhere. Examples include inside meter boxes, bin bays, porches or at the rear of the property.

We recommend that all key safes are installed out of line of easy sight to minimise the risk of attracting attention. If necessary the product can be installed more prominently, but you will need to assess the risk yourself. Ideally it should be in a position that provides light for the user and allows easy access.

If you have a lifeline or pull-cord care package be sure to inform the monitoring centre where your key safe is located and ensure they always have a record of your most recent code in case of an emergency.

Yes, www.keysafe.co.uk is a secure website. Every single page on the website sits under an https domain. This is to ensure every piece of information you submit to us is protected and secure. Depending on your internet browser, you should see a green padlock sign next to our website address: https://keysafe.co.uk/

LPS stands for Loss Prevention Standard and is administered by the Building Research Establishment (BRE), an independent security test house. Tests are devised and approved by the Loss Prevention Certification Board (LPCB).

LPS tests are carried out by trained personnel who have full knowledge of the product and its construction. Tests represent the attack resistance that a product needs to achieve according to the application, location and risk. The LPS 1175 test was devised by a panel of experts, including:

  • The Association of British Insurers

  • The Association of Chief Police Officers

  • The Home Office


The C500 KeySafe has achieved LPS 1175 : Issue 6, Security Rating 1; the same standard that a domestic front door is tested to. The user of the C500 can therefore be confident that that the attack resistance of the C500 KeySafe is as secure as a domestic front door achieving the same standard.

No. The fitting kit provided with a Police Accredited Key Safe cannot be used again. This is because the four masonry screws provided with the Police Accredited Key Safe cut their own thread in the substrate on installation. The thread on installation weakens on every install.

If you are relocating your Supra Key Safe, we recommend using new fixings to ensure maximum adherence to the wall and the most secure fixing. (Replacement fitting kits can be purchased via our website).

YES, the mechanical coding mechanism of the Police Accredited Key Safe means you may enter your code in any order. There are 4,096 possible combinations for the Police accredited key safes. This does not affect the security of your key safe and has been considered when calculating the number of possible combinations.

LPCB stands for the Loss Prevention Certification Board. LPCB is the leading international Certification Body in the fields of security and fire protection. LPCB approval process involves assessment and testing of products to ensure that they meet quality standards and is set by a panel of experts, including:

  • The Association of British Insurers

  • The Association of Chief Police Officers

  • The Home Office


This is down to your personal preference, if you regularly have visitors that are like to change frequently it would be best practice to change whenever you feel it necessary. If you do change the code please ensure you let authorised personnel know.

Every Supra Key Safe comes complete with a detailed user guide which outlines how to correctly mount onto a masonry surface.

To install your Police Accredited KeySafe you will need the following items:

  • Power Drill

  • Pencil/Pen
  • Measuring equipment


  • C500 KeySafe
    • 5mm Dril bit (60mm+ in length)

    • T30 Torx drive


  • Permanent/Slimline KeySafe
    • 4mm drill bit (70mm+ in length)

    • P2 Philips drive


  • S7 KeySafe

    • 10mm drill bit

    • 8mm Socket drive












Details on how to install your Supra KeySafe can be found under the support centre section of our website.

If you would prefer, you can always contact The Key Safe Company on 01905 770333 and we can talk you through the process over the phone.

The correct size Torx head screwdriver bit (Torx T30) is available direct from The Key Safe Company: Torx Driver bit for C500 or from any leading hardware store such as Homebase or B&Q.

Each home insurance provider will have their own policy regarding the use of key safes. We recommend that users consult their insurance provider if they are concerned and switch if they believe they are being unreasonable.
Not all key safes are the same. We have found that with our Police Accredited Key Safes, insurance companies are less likely to make amendments to home contents insurance.

Our Police Accredited Key Safes have achieved Police accreditation through Secured by Design as a product that can help to reduce crime. It has been tested by an independent third party to a standard that the Police and the insurance industry recognise, LPS 1175 Level 1.

Advice from insurance companies includes this from the Managing Director of LV Home Insurance, Selwyn Fernandes: "If you must leave a key outside, use a police approved key safe and only give the code to people you trust"

For more info, check out our news story

There is no override or reset code for any Supra KeySafe.

The reason for the success of the Supra KeySafe range is the fact that it is a mechanical device, requiring no maintenance or power. Once you have installed and coded your key safe you are in complete control over its usage. You can be sure that only those you give the code to will have access to the keys inside. If an override code existed, and if it ever got into the wrong hands, the keys to your house would be left vulnerable.

We recommend making a note of your code just in case you do ever forget it. If a lifeline system is in place they will record the code and distribute it to trusted services in an emergency; saving time, saving lives.

A replacement fitting kit can be purchased directly from our website: C500 Permanent/Slimline S7

No. Using a screwdriver to turn the grey dials when selecting a code combination will result in damage to the mechanism and void the warranty.

The grey dials are designed to turn smoothly. If you encounter any resistance when setting or changing your code, stop and consult your user guide.

Every Supra C500 & P500 Key Safe is supplied with a code change tool (a white plastic card) specifically designed to set or change the code. Using anything else will damage your key safe. The code change tool can be found inside the key safe over the coding mechanism (grey dials).

All Supra key safes come complete with a detailed user guide that explains how to set and change your code.

A copy of this guide can be found under the support centre section of our website. If you have lost your user guide, you can request a replacement using our contact us page.

For the C500 Police approved key safe a detailed video explaining how to set the code can be viewed on the C500 product page or under the support centre.

If you would prefer, you can always contact The Key Safe Company on 01905 770333 and we can talk you through the process over the phone.

You are in complete control over your Supra KeySafe code. This means you can change your code as little or as often as you like. If you would like to prevent someone from accessing your key safe, you should change your code.

Details on how to change your code can be found under the support centre section of our website.

If you would prefer, you can always contact The Key Safe Company on 01905 770333 and we can talk you through the process over the phone.

Our Police Accredited Key Safe are tested onto brick and concrete only.

The Police Accredited Key Safes have only been tested on standard house brick and concrete. In order to maintain its LPS accreditation and Police accreditation, the Police Accredited Key Safe must be installed into either standard brick or concrete using the supplied fixings.

If you would like to install the Police Accredited Keysafe into another substrate, then the LPS accreditation becomes void. This does not necessarily mean that the product is less secure, it simply means that it has not been tested on other substrates.

It may be possible to mount the Police Accredited Keysafe into another substrate, but you will need to assess the risk yourself and ensure the product is firmly fixed to the wall. The screws provided are designed for brick and concrete and may not be able to cut their own thread in order to secure a strong enough fixing. We are unable to recommend alternative fixings.
We also recommend that you contact your property insurance company to advise them you have a Police Accredited Keysafe to ensure your policy is still intact.

Key safes are a discreet means of externally storing a spare key to a property and a preferred solution compared to handing out spare keys or leaving a key unsecured and exposed under the mat, plant pot, rock or garden ornament.

A key safe gives you greater control over who has access to your house keys. However, always remember you are leaving a key outside. Pay close attention to the strength and quality of a key safe and police accredited as these have been tested by independent testers

The Police Accredited Key Safes have achieved LPS1175 : Issue 6, Security Rating 1; the same standard that a domestic front door is tested to. The user of our Police Accredited Key safes can therefore be confident that that the attack resistance is as secure as a domestic front door achieving the same standard.

The C500 Police approved key safe has 4,096 possible code combinations.

The Classic KeySafe range has 1,024 possible code combinations. The Classic range includes the Permanent, Slimline, S7, J5 and Portable key safes.

The Key Safe Company recommends that you use between 5 and 7 digits within your code. You should never use a date of birth or codes which could be easily guessed.

The Supra KeySafe is designed to be installed by the user. They do not require a power supply, nor do they operate the door, therefore there is no need for a craftsman or special installation tools. Everything you need to install a Supra KeySafe can be found in a regular tool kit or your local DIY store.

Every Supra KeySafe comes complete with the suitable fitting kit and a detailed user guide which outlines how to correctly mount your key safe onto a masonry surface. It is important to follow the manufacturer’s instructions to ensure the best possible fit.

If you are unable to install your own Supra KeySafe, our Nationwide Installation Service can do it for you. All our installers are approved and undergo regular training to ensure they provide the best possible advice and guidance. Find out more about our installation service.

If for any reason you need assistance you can always contact The Key Safe Company on 01905 770333 and we can talk you through the process over the phone.

The fitting kits supplied with the Police Accredited Key Safes are designed for use on concrete or brick only and you should always avoid installing into other substrates to maintain police accreditation.

A new C500 KeySafe will be supplied with a clear plastic tab located on the top of the key safe to help you open the product when it is not mounted to the wall. To open your C500, you will need to hold onto this plastic tab and pull open the black weather cover using the ‘Pull’ tab.

If you lose the clear plastic tab, we recommend that you carefully tap the top of the weather cover, where it says ‘Pull@ against the edge of solid service, such as a desk or table top. Alternatively, you can carefully position a screwdriver in one of the mounting holes on the back of the key safe and hold it firmly in place as you pull the black cover away from you. The screwdriver will act as a lever to open the key safe cover.

Once the product has been installed the clear plastic tab can be discarded.

The mechanical coding mechanism of the Supra KeySafe means you do not have to stick to a 4 digit combination. We recommend you select a code between 5 and 7 digits and avoid using common combinations based on birth years or pin codes.

When setting your code, you should try to ensure your code is memorable without being easy to guess. If possible, try to use a combination of both numbers and letters. Remember that you may only use each number or letter once. For example, setting 11555A only uses three digits, not six.

The C500 Police approved key safe has 4,096 possible code combinations and has a mixture of both numbers and letters.

The Classic KeySafe range has 1,024 possible code combinations. The Classic range includes the Permanent, Slimline, S7, J5 and Portable key safes.

We recommend making a note of your code just in case you do ever forget it. There is no override or reset code. If you have a lifeline or pull-cord care package be sure to inform the monitoring centre where your key safe is located and ensure they always have a record of your most recent code in case of an emergency.

You do not need any special or formal training to install our Police Accredited Key Safe. The Key Safes are designed to be installed by the end user, there is no need for a craftsman or specialist installers as long as you know how to operate a drill.

Although we offer training to Local Authorities, Care Agencies and Housing Associations as part of our business support service, formal training is not required.

There is a small amount of movement between the Key Safe lid (the part with the black buttons) and the vault. This small gap is typical and within manufacturing tolerance and is an anti-prise feature.

Our Key Safe weather covers are designed to shield your key safe from the environment. They are not watertight, but they should keep most moisture away from your keys. Should moisture enter your key safe, and if we experience extreme weather conditions, that moisture may freeze.
Depending on how cold the key safe is, you simply need to warm the keysafe up by either by placing your hand against the unit, or by pouring a small amount of water over the keysafe or using De-icer.

Although our do not require maintenance, occasionally spraying WD40 on the mechanism (wiping away any excess) should prevent moisture from sticking.

Orders placed online before 3pm (Monday – Friday) will be shipped for next working day delivery. All key safes will be shipped via our chosen courier service, DPD.

Deliveries take place between 8am and 6pm. If you provide us with an email address or mobile number, DPD will contact you with a more specific time on the day of your delivery.

If you require a Saturday delivery, this will incur additional charges. Please contact us to find out more.

If you have any questions regarding your KeySafe order, please contact The Key Safe Company on 01905 770333.

Whilst the Supra C500 and Supra P500 have exactly the same attack standard, there are a few differences;

Anti-Attack Sacrificial Housing
Whilst the Supra C500 is more than sturdy enough to withstand some serious attack force, the Supra P500 is equipped with an additional metal inner compartment. This bolsters the rigidity of the key safe, further reducing the already small chance of being able to pry the keysafe from the wall or pry the box open. It also has a handy flap that covers your keys when inside, and holds the tool used to change your code.

Anti Saw and Drill Insert
In order to gain access to the Supra C500 without the code, you'll need some serious machinery, skill and a lot of patience. The Supra P500 adds to this with an additional layer of precious metals in between the reinforced zinc body and the strengthened alloy locking mechanism. It's for this reason we advise our customers to make sure you keep your code in a safe place! We don't hold any codes, and there's no override code, so if you forget how to get into your keysafe there's a good chance it's staying where it is!

Alarm Integration (Optional)
If your key safe is being fitted in a high traffic environment, you can choose the optional alarmed version of the Supra P500 KeySafe™. This clever device wires into your existing grade 2 alarm system, and can trigger an alarm if opened (Pre-Alarm loop), and/or if the key safe is pried or unscrewed from the wall (24h loop). It's recommended that this version of the P500 should be fitted by our alarm engineer, who should know how best to make this work for your specific needs.

Code Changing Cover
If you plan on having multiple users for your key safe, there may be a risk of somebody changing the code and neglecting to tell you. This could leave you unable to gain access to your key box. To combat this, the P500 comes complete with a metal cover which shields the code change mechanism from unauthorised users. It simply screws into place with a security pin-torx bit, so you can still access the mechanism to change the code quickly and easily, with the correct tools.

VAT exemption allows chronically sick or disabled people to buy eligible items at 0% VAT thus saving them money. Disabled people do not have to pay VAT when they buy equipment that has been designed solely for disabled people, or on the adaptation of equipment so they can use it. Also, VAT is not charged on certain services provided to disabled people, including some building work to adapt a disabled person's home and the hire of disability equipment like wheelchairs.

Goods and services on which you do not have to pay VAT are often referred to as 'zero-rated' or 'eligible for VAT relief'. The rules about VAT relief for disabled people are complex. Not everything that is supplied to disabled people is zero-rated for VAT.

What proof do we need to provide?

In order to waive VAT on your purchase, the government requires a simple declaration to be made as to the nature of your disability at the time of ordering. No proof of your disability need be shown to any party at any time.

It's very easy to claim VAT relief, all we need to know is the name, address of the person the item is for. We don't need a doctor's letter or any reference numbers.

The above information can be provided during the online checkout.

Displayed Prices

All prices displayed on our website include VAT. If you view a product you will be able to see at checkout if VAT relief can be claimed on that item.

You’ll only be able to have eligible goods VAT-free if you’re chronically sick or disabled and the goods are for your personal or domestic use. You do not need to be registered disabled or eligible for any other benefit to qualify for VAT-free goods.

What HMRC means by ‘chronically sick or disabled’ For VAT purposes, you’re chronically sick or disabled if you have:
- A physical or mental impairment which has a long term and substantial adverse effect on your ability to carry out everyday activities.
- A condition that the medical profession treats as a chronic sickness (that’s a long term health condition)
For VAT purposes, the term ‘chronically sick or disabled’ does not include a person who’s only temporarily disabled or incapacitated, for example with a broken limb or someone who’s elderly but is not chronically sick or disabled.

You do not need HMRC’s permission to declare that you’re disabled or chronically sick and our advisers cannot tell you whether or not you’re disabled or chronically sick. If you’re not sure whether your condition means you’re chronically sick or disabled you may wish to consult your doctor or other medical adviser.

What HMRC mean by ‘personal or domestic use’
This means that the goods are made available specifically for the use of an individual disabled person.

The following are not ‘personal’ or ‘domestic’ uses and are not VAT-free:

- Goods used for business purposes.
- Goods supplied to or for an in-patient or out-patient of a hospital or to or for a resident of a nursing or care home where the goods are for use in the care or treatment provided in the hospital or nursing or care home.

How to prove that you qualify for VAT-free goods:

To show that you’re entitled to buy the goods VAT-free, your supplier will probably ask you for a simple written declaration stating your eligibility.