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FAQs

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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 concrete?

I have purchased an installation, what’s the next steps?

For the installation there is nothing you need to do right now; your install has been uploaded to our job board and will be pending allocation to the installation team in your area. They will contact you within 3-5 working days of receiving your Keysafe, they will then agree and book a date with you to come and complete the installation. If you have not been contacted after 5 working days, please give us a call on 0330 363 0303 or email [email protected] and we will be more than happy to assist and follow this up for you.

I have received my Keysafe but haven’t been contacted about installation

You should receive a call within 3-5 working days of receiving your Keysafe, if 5 days have passed please call us on 0330 363 0303 or email [email protected] and we will be able to follow this up for you.

How do I set a code in my key safe?

There is no pre-set combination code in a Supra C500 Key Safe. You will need to decide and set your code to secure your keys. We recommend that 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 and a code change tool to help you install your code. There is no need to use any other instruments, and you should never use a screwdriver to set your code as it will damage the mechanism.

Ensure you keep a note of your code safe and only divulge the code to those that need access to your property.
If you have a lifeline package, be sure to inform the monitoring centre where your key safe is located. Ensure they always have a record of your most recent code in case of an emergency.
There is no override or reset code if it is lost or forgotten.

I have the code, why can I not get into my key safe?


There should be a small amount of movement between the Supra KeySafe ™ lid and the vault. If there isn’t any movement, the keys inside may have fallen forward and jammed the lid shut. We recommend you use a blunt object and tap around the outside of the vault to loosen the key. There is no need to use excessive force. 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 code change tool provided. This may have damaged the mechanism inside, potentially voiding your warranty.

If you need further assistance, contact The Key Safe Company on 0330 363 0303, and one of our team members will go through the process with you over the phone.

Is there a key safe override code?


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 it has been and coded, you are in complete control over its usage. Only those provided with the code will have access to the keys inside. If an override code existed and fell into the wrong hands, your house would be left vulnerable to potential intruders.

We recommend making a note of your code in the chance that you forget it. If you have a lifeline package, be sure to inform the monitoring centre where your key safe is located. Ensure they always have a record of your most recent code in case of an emergency.

Where should I install my Key Safe?

We recommend that all key safes are installed out of sight to minimise the risk of attracting attention. If necessary, the product can be placed more noticeably, 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. Ensure they always have a record of your most recent code in case of an emergency.

What is a key safe?

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

Most key safes are installed directly into brick or concrete; however, we also provide temporary solutions.
Spare keys are stored inside the key safe vault and 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.

I have forgotten my key safe code, what can I do?

The Key Safe Company does not store or hold codes.
The user establishes the code, and it is up to them to keep a record of it somewhere safe and inform those that may require it.
There is no override or reset code as it 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 unique code, including care workers, social services, your local council, wardens, or family members.

How secure is a key safe?

Key safes are a subtle means of externally storing a spare key to a property. It is a preferred solution to handing out spare keys or leaving a key in a less secure location, such as under the doormat.

The Supra C500 KeySafe™ was the first key safe in the UK to undergo rigorous attack tests and has recently achieved an independent security rating, LPS 1175 Issue 8 A5, securing its place as the most secure mechanical key safe in the UK market.

How secure is the c500 key safe?

The Supra C500 Keysafe™ was the first key safe in the UK to achieve police preference. It has undergone rigorous attack tests to obtain an independent security rating, LPS 1175 Level 8 A5, the only mechanical key safe on the UK market to achieve this level.

The security rating demonstrates that the Supra C500 Keysafe™ 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 police preferred Supra C500 Keysafe™ significantly improves the durability of the device. It is a preferred solution to handing out spare keys or leaving a key in a less secure location, such as under the doormat.

I have moved into a house with a Supra KeySafe already fitted. I do not know the code. How can I open it and reuse / remove?

The user establishes the code, and it is up to them to keep a record of it somewhere safe and inform those that may require it.
There is no override or reset code as it 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 unique code, including care workers, social services, the council, wardens, or family members.
If you wish to remove the key safe, we advise that you hire a professional locksmith, as attempts to remove the device yourself may damage the brickwork on your property.

Is a Supra KeySafe™ exempt from VAT?

Although one of the most common uses for key safes is to aid vulnerable and disabled users, key safes are used in various markets. This includes holiday homes, domestic cleaning and personal convenience. Therefore they are not solely designed for people with disabilities.

We recommend speaking 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.

How do I pull the black weather cover down on my C500 KeySafe?

 

Once installed, the weather cover should be easy to pull down without the need of the plastic 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 a tabletop. Alternatively, 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.

Supra KeySafe™ weather covers are designed to shield your key safe from the elements, as well as help to disguise it from passers-by.

What are the Supra KeySafe™ covers made from?

The Supra C500 KeySafe™ cover is manufactured from durable plastic. The cover achieves 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 composed of Neoprene, the same material used in the production of wet-suits.

Replacement weather covers are available on our website.

Where can you use a key safe?

Why do I need a key safe?

Furthermore, social services and local authorities recommend our products as they aid those who require visitors but have difficulty getting to the door. The Supra Key Safe™ has been proven to save vital seconds by granting immediate, authorised access for emergency services in the event of a crisis.

How can I prevent my Supra KeySafe™ code from being changed?

Can someone guess my key safe code?

To maximise security, we recommend selecting a combination between five and seven digits. Avoid using common combinations based on birth years or PIN codes.

Is there a pre-set code?

here is no pre-set combination code in a new Supra KeySafe™. You will need to choose and set your code to secure your spare keys.

Why can I not duplicate numbers or letters in my key safe code?

The mechanism does not allow you to shut the key safe without locking it, ensuring that your keys are always secure.
The Supra C500 KeySafe™ has 4,096 possible code combinations with of both numbers and letters. The Supra Classic KeySafe™ range has 1,024 possible numbered code combinations.

I’m having difficulty seeing the arrows on the grey buttons when setting my key safe code


Each grey dial corresponds to a black button on the front of the key safe. These grey dials all have a small arrow embedded on them to demonstrate which numbers and letters are set in the code. Arrows pointing towards the locking pin are OFF, and not part of the combination. Arrows pointing towards the hinge are ON and included in the code.

If you have trouble with the coding process, contact The Key Safe Company on 0330 363 0303, and a member of our team will talk you through the process over the phone.

Do I have to fit a key safe by my front door?

The Supra KeySafe™ does not require a power supply, so can be positioned anywhere. This includes inside meter boxes, or at the rear of the property.
We recommend that all key safes are installed out of sight to minimise the risk of attracting attention. If necessary, place the device more prominently, but this you will need to assess this risk. Ideally, it should be in a position of easy access to the user.
If you have a lifeline or pull-cord care package, be sure to inform the monitoring centre where your key safe is located. Ensure they have a record of your most recent code.

Is www.keysafe.co.uk secure?

Can the Supra KeySafe fitting kit be re-used?

If you wish to relocate your Supra KeySafe™, we recommend using new fixings to ensure maximum adherence to the wall and the most solid fixing.

Replacement fitting kits can be purchased via our website.

Can I enter my key safe code in any order?

Who are the LPCB?

• The Association of British Insurers
• The Association of Chief Police Officers
• The Home Office

How often should I change my key safe code?

What tools do I need to install a Supra KeySafe™?


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 a Supra KeySafe™ can be found under the support centre section of our website.
Alternatively, contact The Key Safe Company on 0330 363 0303 and a member of our team will talk you through the process over the phone.

Where do I obtain a Torx head screwdriver part for the Supra C500 KeySafe™?

Additionally, the Torx Driver bit for the Supra C500™ can be purchased from any leading hardware store such as Homebase or B&Q.

If I have a key safe, will it affect my insurance?


For more information, visit our news stories.

Can I get a replacement fitting kit?

Can I use a screwdriver to set or change my key safe code?


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

Every Supra C500 & P500 KeySafe™ supplies a code change tool specifically designed to set or change the code. This tool can in located inside the key safe over the coding mechanism.

Is there any additional support for setting the 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.

Additionally, there is a detailed video featured on the Supra C500™ product page and under the support centre.
Alternatively, contact The Key Safe Company on 0330 363 0303, and a member of our team will talk you through the process over the phone.

What if somebody who knows the code is no longer authorised to use the key safe?


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

Alternatively, contact The Key Safe Company on 0330 363 0303, and a member of our team will talk you through the process over the phone.

Can I install into render?

Can I install my Supra C500 KeySafe™ in surfaces other than brick or concrete?


If the Supra P500 or C500 Keysafes™ are installed into another substrate, then the LPS accreditation is voided. The product is not necessarily less secure. However, the devices have not been tested on other materials.

If you wish to install a key safe into a different surface, then you will need to assess this risk and ensure the product is firmly fixed to the wall. The screws provided are designed for brick and concrete and potentially might not be able to cut their thread to secure a reliable enough grip. We are unable to recommend alternative fixings.

Furthermore, we recommend that you contact your property insurance company to advise them you have a Supra Police-Accredited Keysafe™. This is to guarantee your policy is still intact.

Will a key safe reduce the security of my property?


A key safe provides greater control over who has access to the keys. The Police Accredited Key Safes have achieved LPS1175: Issue 8, A5; the same standard that a residential front door.

However, always remember you are leaving a key outside. Pay close attention to the strength and quality of a key safe, so it remains secure.

How many potential code combinations are there on a Supra KeySafe™?

The Supra Classic KeySafe™ range has 1,024 potential code combinations.

The Key Safe Company recommends using between five and seven digits within your code. You should never use a date of birth or your PIN.

How easy is it to install a Supra KeySafe™?


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

If you are unable to install your key safe, our nationwide Installation Service can do it for you. All our installers are approved and undergo frequent training to ensure they provide the best possible service and guidance.

Alternatively, contact The Key Safe Company on 0330 363 0303, and a member of our team will talk you through the process over the phone.

Is the supplied fitting kit suitable for all bricks and concrete?


The Key Safe Company recommends that you avoid installing into other substrates to maintain the products's police-accreditation.

How do I open the Supra C500 KeySafe™ weather cover when the key safe is off the wall?

Once installed, the weather cover should be easy to pull down without the need of the plastic 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 a table top. Alternatively, 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.

How do I decide what my key safe code should be?


When setting your code, you should try to ensure your code is memorable without being obvious. If possible, use a combination of both numbers and letters. Remember that you may only use each number or letter once. For example, 122345 would not be possible.

The Supra C500 and P500 KeySafes™ have 4,096 possible code combinations, containing a mixture of both numbers and letters. The Supra Classic KeySafe™ range has 1,024 possible code sequences.

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

Do I need special training to install a Supra C500 Police accredited KeySafe™?


You do not need any specialist or formal training to install our Supa Police Accredited KeySafe™ range. The products are designed for end-user installation, there is no need for a craftsman or professional installers if you are confident operating a drill.

Why is there a gap between the key safe lid and the vault? Should there be movement?

My key safe has frozen. How do I get in?


To warm the key safe up, place your hand against the unit, or by pouring a small amount of water over the key safe.
Although our range of key safes do not require maintenance, occasionally spraying WD40 on the mechanism should prevent moisture from sticking.

How soon will I get my key safe after ordering online?


If you require a Saturday delivery, this will incur additional charges. Please contact us to find out more. If you have any further questions regarding your KeySafe order, please contact The Key Safe Company on 0330 363 0303.

What is the difference between the Supra C500 and P500 KeySafes™?


Anti-Attack Sacrificial Housing
Supra C500™ is more than strong enough to withstand severe attack force; the Supra P500™ is equipped with an additional metal inner compartment. This feature bolsters the rigidity of the key safe, further reducing the chance of being able to pry the key safe from the wall or pry the box open. It also contains a helpful cover that screens your keys.

Anti-Saw and Drill Insert
To gain access to the Supra C500™ without the code, you will need specialist machinery, skill and a lot of patience. The Supra P500™ contains an additional layer of metal in between the reinforced zinc body and the strengthened alloy locking mechanism. We advise our customers to make sure that a note of the key safe code is kept in a secure place. We do not hold any codes for security purposes. There is no override code, so if the code is lost, it will be incredibly challenging to gain access again.

Alarm Integration (Optional)
If your key safe is installed in a high traffic environment, you can choose the optional alarm-activated version of the Supra P500 KeySafe™. The smart device wires into your existing grade 2 alarm system and can trigger an alarm if opened or if the key safe is pried from the wall. The Key Safe Company recommends that this version of the Supra P500™ should be fitted by our alarm engineer, who will know how to implement the device to the customers' individual needs.

Code Changing Cover
If you have 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 safe. To combat this, the Supra P500™ comes with a metal cover which protects the code change mechanism from others. The screen screws into place with a security pin-Torx bit, so you can still access the device to adjust the code, with the correct tools.

What is VAT relief and how do I qualify?

Only goods that are designed solely for the use by disabled people are eligible for VAT relief. 

 

The One Touch Personal Alarm is currently the only product in our range eligible for VAT relief. 

 

Please see our section entitled 'Is a Supra KeySafe™ exempt from VAT?' for further clarification. 

 

What proof do we need to provide?
To waive VAT on your purchase, the government requires a 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 is straightforward to claim VAT relief; all that is needed is the name and address of the person the item is for. We do not need a doctor's letter or any reference numbers. The above information can be provided during the online checkout.


What HMRC determines as chronically sick or disabled
For VAT purposes, you are 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 illness.
For VAT purposes, this term does not include a person who is incapacitated, for example, with a broken limb.


You do not need HMRC’s permission to declare that you’re disabled or chronically sick. Our advisers cannot tell you whether you are disabled or have a long-term illness. If you are not sure whether your condition means you are eligible for VAT relief, consult your doctor or other medical adviser.


What HMRC mean by personal or domestic use.
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.
• Products supplied to or an in-patient or out-patient of a hospital/ resident of a nursing or care home: where the goods are used in care or treatment provided.