Key Holding & Home Access Policy

Last updated: 22/9/26

This Key Holding & Home Access Policy explains how Home from Home Boarding Maghull handles keys, property access and home visits for pet care services.

This policy applies where we are given access to a customer’s home for services such as feeding visits, home pet visits, medication visits, comfort breaks or other agreed pet care.

  1. Who We Are

Home from Home Boarding Maghull provides dog walking, home boarding and home pet visit services in Maghull, Liverpool and surrounding areas.

Business name: Home from Home Boarding Maghull

  1. When This Policy Applies

This policy applies when we are given a key, access code, alarm code, lockbox code, gate code or any other method of entering a customer’s property.

Access must be agreed in advance before any home visit takes place.

  1. Owner Permission

By giving us keys, codes or access instructions, you give us permission to enter your property only for the agreed pet care service.

We will not enter your home for any other reason unless agreed with you or in an emergency involving the welfare of your pet.

  1. Keys and Access Details

Customers must provide clear and accurate access instructions before the service begins.

This may include:

House key
Gate key
Lockbox code
Alarm code
Entry instructions
Parking instructions
Safe access details
Emergency contact details
Any areas of the home we should or should not enter

Keys and access details must be provided before the first scheduled visit.

  1. Key Collection and Return

Key collection and return must be agreed in advance.

Keys may be collected during a meet and greet, dropped off by the owner, collected from a secure agreed location or returned at an agreed time.

Additional charges may apply if extra journeys are needed to collect or return keys.

  1. Key Labelling

For safety and privacy, keys should not be labelled with your full address.

If keys need to be identified, they should be labelled in a way that does not clearly identify the property to anyone else.

We will take reasonable care to keep keys secure while they are in our possession.

  1. Key Storage

Keys will be stored as safely and securely as reasonably possible.

Access details, codes and property information will not be shared with anyone unless necessary for the agreed service, emergency access or where required by law.

  1. Lost Keys

If a key is lost while in our possession, we will inform the owner as soon as possible.

We will take reasonable steps to help resolve the issue.

Liability will depend on the circumstances of the loss and whether reasonable care was taken.

  1. Faulty Keys, Locks or Access Issues

Customers are responsible for ensuring that keys, locks, gates, doors, alarms, access codes and entry instructions are correct and working properly.

If we cannot access the property because of faulty locks, incorrect keys, missing instructions, incorrect codes, locked gates, blocked access or any other issue outside our control, the visit may still be charged.

If we are unable to access the property and we believe your pet may be at risk, we will try to contact you and your emergency contact.

  1. Alarm Systems

If your property has an alarm, you must provide clear instructions for setting and disabling it.

You must also provide details of what we should do if the alarm is triggered.

We are not responsible for alarm call-out charges, alarm faults, incorrect codes or issues caused by unclear instructions.

  1. Lockboxes and Key Safes

If a lockbox or key safe is used, the customer is responsible for making sure it is secure, working properly and accessible.

The customer must provide the correct code before the service begins.

We are not responsible for problems caused by faulty lockboxes, incorrect codes or inaccessible key safes.

  1. Property Access Areas

We will only access the areas of the property needed to provide the agreed pet care service.

This may include areas such as the entrance, kitchen, utility room, garden, pet feeding area, litter tray area or agreed rooms where the pet is kept.

If there are areas we should not enter, please tell us clearly before the service begins.

  1. Home Safety

Customers are responsible for making sure the property is safe for us to enter and carry out the agreed service.

This includes safe access, secure flooring, safe gates, working lighting where needed, safe garden access and no hazards that could cause injury.

If we believe the property is unsafe, we may refuse, stop or change the service.

  1. Existing Damage or Issues

Customers should tell us about any existing damage, faults or issues in the property before the service begins.

This may include broken locks, damaged doors, loose gates, faulty alarms, leaking pipes, unsafe flooring, broken appliances or damaged furniture.

We are not responsible for pre-existing damage, normal household faults or issues not caused by us.

  1. Damage During Visits

If we notice damage, leaks, broken items, signs of forced entry, illness, accidents or anything unusual during a visit, we will contact the owner or emergency contact where appropriate.

If we accidentally cause damage, we will inform the owner as soon as possible.

  1. Pets Escaping or Access Risks

Customers must make sure doors, gates, windows, fences, crates, pens and garden areas are safe and secure.

We will take reasonable care when entering and leaving the property, but we are not responsible for escape risks caused by faulty gates, broken fences, insecure windows, damaged doors, poor instructions or pets with undisclosed escape behaviour.

  1. Other People Entering the Property

Customers must tell us if anyone else may enter the property during the booking period.

This may include family members, neighbours, cleaners, gardeners, tradespeople, other pet carers or delivery people.

We are not responsible for the actions of other people who have access to the property.

  1. Deliveries and Household Tasks

Home visits are for agreed pet care only.

We are not responsible for accepting parcels, dealing with tradespeople, managing household tasks or carrying out duties not agreed in advance.

Any additional requests must be discussed and agreed before the service begins.

  1. Emergencies

If we believe there is an emergency involving your pet, your property or safety, we will try to contact you and your emergency contact.

Where necessary, we may contact a vet, emergency service, landlord, building manager or other relevant person if we believe urgent action is needed.

  1. Owner Responsibility

Customers are responsible for providing:

Correct keys
Correct access codes
Accurate instruc