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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 stone?

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.

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.

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.

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.

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 achieve an independent security rating, LPS 1175 Level 1. This security rating demonstrates that the C500 provides the equivalent security and defence as a residential front door.

The C500 KeySafe was the first key safe in the UK to achieve police accreditation. It has undergone rigorous attack tests to obtain 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. 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 Key Safe Company do 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, 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.

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 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.

Entering the correct key safe code is the only means of accessing the keys inside. If you have trouble, ensure that you are entering the exact code. Each button should click when pressed.

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 01905 770333, and one of our team members will go through the process with you over the phone.

When our police accredited key safes are supplied, they come with a clear plastic tab. The tab is located at the top of the key safe in between the weather and the device. It is in place to help with leverage and allow you to pull open the weather cover.
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.

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

The Supra KeySafe™ is an exceptional solution for immediate and controlled access to a property. The device supports a diverse audience, providing entrance for residents, carers, health professionals, Housing Associations, Holiday Homes. The product is trusted by 98% of local authorities.

A Supra KeySafe™ grants greater flexibility and freedom, providing a convenient and straightforward solution to externally storing the keys to your property. It eliminates the need to issue multiple sets of keys or leave keys somewhere less secure, such as under the doormat. Additionally, a key safe provides immediate and controlled access to the property for emergency services and care workers.
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.

Our key safe codes can only be changed by those who have the original code. To restrict other users from changing the code, you can fit an anti-tamper device, such as a cover plate over the code mechanism internally. Although these plates do not increase the physical strength of the key safe, they restrict unauthorised persons from changing the code.

For someone to guess your combination would be incredibly time-consuming as there are over 4000 combinations on our Police-Accredited Supra KeySafes™.
To maximise security, we recommend selecting a combination between five and seven digits. 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 code to secure your spare keys.

All Supra KeySafes™ use a patented mechanical push button coding mechanism that ensures your spare keys are secure. The device does not allow duplication of numbers or letters in your code. This feature does not affect the security of your Supra KeySafe™. It has been considered when calculating the number of possible combinations.
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.

All our key safes have grey dials on the back of the lid to set your combination. There are twelve grey dials on our police-accredited Supra Key Safes™ and ten on our Classic and Temporary range.

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 01905 770333, and a member of our team will talk you through the process over the phone.

NO. It is a common misconception that a key safe generally stores a front door key, and therefore must be installed next to the 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.

Yes, www.keysafe.co.uk is a secure website. Every single page on the website sits under an https domain, ensuring every piece of information submitted to us is protected and secure. Depending on your internet browser, you should see a padlock symbol 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 conducted by trained personnel who have comprehensive knowledge of the product and its construction. These tests mirror 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 Supra C500 KeySafe™ has achieved LPS 1175: Issue 6, Security Rating 1; the same security standard as a residential front door.

NO. The fitting kit provided with our key safes cannot be re-used. The four masonry screws supplied with the Police Accredited Key Safe cut their thread in the substrate on installation. The thread, therefore, would weaken on every install, making the key safe less secure.
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.

YES. The mechanical coding mechanism of the Police Accredited Key Safe means you may enter the code in any order. There are 4,096 possible combinations for the Supra C500 and P500 Keysafes™. The security of the key safe will not be compromised as this feature was considered when calculating the number of possible combinations.

LPCB stands for the Loss Prevention Certification Board. The LPCB is the leading international Certification Body in the fields of security and fire protection. The LPCB approval process involves assessment and testing of products to ensure that they meet quality standards that are set by a panel of experts, including:
• The Association of British Insurers
• The Association of Chief Police Officers
• The Home Office

Changing the code often is purely down to personal preference. If you have regularly changing visitors to your property such as carers, it would be good 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 them 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 a Supra KeySafe™ can be found under the support centre section of our website.
Alternatively, contact The Key Safe Company on 01905 770333 and a member of our team will 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 website.
Additionally, the Torx Driver bit for the Supra C500™ can be purchased from any leading hardware store such as Homebase or B&Q.

Not all key safes are the same. We have found that insurance companies are less likely to make amendments to home contents when our customers have installed a Police-Accredited key safe.

Our Supra C500 and P500 KeySafes™ have achieved Police-Accreditation through the Secured by Design initiative, as a product that can help to reduce crime. An independent third party has also tested these to LPS 1175 Level 1, a standard that police and the insurance companies recognise.

Managing Director of LV Home Insurance, Selwyn Fernandes emphasised that "If you must leave a key outside, use police approved key safe and only give the code to people you trust."

Each home insurance provider will have a policy regarding the use of key safes. We recommend that customers consult their insurance provider if they are concerned.

For more information, visit 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 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.

A replacement fitting kit can be purchased directly from our website: https://keysafe.co.uk/catalogsearch/result/?q=fitting+kit

NO. Using a screwdriver to turn the grey dials when selecting a code combination will damage to the mechanism and therefore void the warranty.

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.

All Supra KeySafes™ come complete with a detailed user guide explaining how to set and change 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 01905 770333, and a member of our team will talk you through the process over the phone.

Customers are in complete control over their Supra KeySafe™ code. The code can be changed as often as required.

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 01905 770333, and a member of our team will talk you through the process over the phone.

Our Supra Police Accredited KeySafes™ are tested onto brick and concrete only.

The Supra C500 and P500 KeySafes™ have been tested on standard house brick and concrete only. To maintain the LPS certificate and police accreditation, key safes must be installed into brick or concrete using the supplied fixings.

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.

Key safes are a discreet means of externally storing a spare key to a property and a preferred solution to handing out spare keys or leaving a key somewhere less secure, such as under the doormat.

A key safe provides greater control over who has access to the keys. The Police Accredited Key Safes have achieved LPS1175: Issue 6, Security Rating 1; 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.

The Supra C500 and P500 KeySafes™ contain 4,096 possible code combinations.
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.

Our range of key safes are designed to be installed by the customer. There is no need for a craftsman or special installation tools. Everything you need to for installation can be located at your local DIY shop.

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 01905 770333, and a member of our team will 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.

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

When our police accredited key safes are supplied, they come with a clear plastic tab. The tab is located at the top of the key safe in between the weather and the device. It is in place to help with leverage and allow you to pull open the weather cover.
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.

We recommend you select a code between five and seven 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 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.

Although we offer training to local authorities, care agencies and housing associations as part of our business support service, formal training is not required.

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.

There should be a little movement between the key safe lid and the vault. This small gap is typical and inside manufacturing tolerance and is an anti-prise feature.

Our Supra KeySafe™ 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.

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.

Orders placed online before 3 pm (Monday – Friday) will be shipped for next working day delivery. All key safes are sent via our chosen courier service, DPD. Deliveries take place between 8 am and 6 pm. If you provide us with an email address or mobile number, DPD will contact you with a 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 further questions regarding your KeySafe order, please contact The Key Safe Company on 01905 770333.

While the Supra C500 and Supra P500 KeySafes™ have the same attack standard, there are a few differences:

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.

VAT exemption allows disabled customers or those with life-long illnesses to buy eligible items at 0% VAT, hence saving them money. Disabled people do not have to pay VAT on equipment that has been designed solely for disabled people, or on the adaptation of devices for personal use. Furthermore, VAT is not charged on certain services provided to disabled people, including 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 complicated. Not everything that is supplied to disabled people is zero-rated for VAT.

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.

Displayed Prices
All prices displayed on The Key Safe Company website include VAT. If you view a product, you will at the checkout if VAT relief can be claimed on an item.

You will only be eligible for VAT-free products if you are chronically ill or disabled, and the merchandises 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 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.

How to prove that you qualify for VAT-free goods:
To show that you are eligible to buy the goods VAT-free, your supplier will probably ask you for a simple written declaration stating your acceptability.