Last updated: 12 August 2026

1. General principles

To protect the Client’s property and allow the Client to retain full control over access, every property visited by Village Crows must have an electronic access solution that meets the requirements of this policy.
 
The property owner remains the primary administrator of the access system and, where applicable, the alarm system. The owner retains control over the creation, restriction and revocation of credentials assigned to authorised persons.
 
Where supported by the technology used, each authorised inspector must have a credential that is:

• individual and not shared;

• revocable by the owner at any time;

• restricted to authorised visiting periods;

• recorded in a time-stamped access log.

Approval of a device by Village Crows means only that it meets the operational requirements of the service. It does not constitute technical certification or a guarantee that the device is compatible with the door, lock, alarm system or Client’s insurance policy.

2. Priority given to the existing security provider

When a property already has an alarm or monitored alarm system, the owner must consult their security provider before purchasing or installing a new access device.

The owner should ask the security provider:

• whether it offers a smart lock compatible with the existing system;

• whether it can install or recommend an appropriate device;

• whether the device can operate without interfering with door sensors, the alarm or the monitoring service;

• whether individual and revocable credentials can be assigned to authorised inspectors;

• whether access events can be recorded in a time-stamped log;

• whether the alarm can be armed and disarmed using an individual credential;

• what procedure must be followed to disarm and rearm the alarm during an authorised visit;

• what steps are required to register Village Crows or its inspector as an authorised person.

When the security provider offers or validates a compatible solution, that solution will be preferred, provided it also meets Village Crows’ operational requirements.

The owner remains responsible for obtaining any authorisation required by their security provider, insurer, landlord or condominium association.

3. Preferred solution: a connected smart door lock

A connected electronic door lock is the preferred access solution.

It must allow the owner to:

• remain the primary administrator of the device;

• assign an individual and revocable credential to each authorised inspector;

• restrict access, where this feature is available, to authorised days and time periods;

• consult a time-stamped access log;

• promptly revoke a credential following a change of inspector or termination of the service;

• maintain an emergency access procedure agreed with Village Crows.

Village Crows does not need to hold a physical key when the smart lock provides sufficiently reliable keyless access.

4. Alternative solutions suggested for information purposes
 
When the security provider cannot offer a suitable solution, Village Crows may provide the owner with information about devices available from third-party manufacturers, including certain Nuki products.
 
This information is provided for guidance only. It does not constitute a technical specification, guarantee of compatibility or requirement to purchase from any particular manufacturer.
 
Before purchasing or installing a device, the owner is responsible for checking:

• its compatibility with the door, cylinder and lock;

• its compatibility with the alarm or monitored alarm system;

• its installation and operating requirements;

• whether individual and revocable credentials can be assigned;

• whether a time-stamped access log is available;

• its battery life and the procedures for replacing or recharging its batteries;

• whether an emergency access procedure is available;

• the requirements of the owner’s insurer, landlord or condominium association;

• any potential effect on warranties covering the door, lock, alarm or associated equipment.

Unless covered by a separate contract, Village Crows does not sell, install or maintain the device. The owner remains solely responsible for its selection, purchase, installation, administration and maintenance.
 
5. Replacement solution: a connected electronic key safe
 
When it is not reasonably possible to install a compatible smart lock—particularly because of the characteristics of the door, alarm system or restrictions imposed by a condominium association—an approved connected electronic key safe may be used.

The key safe must:

• be securely attached to the property in a discreet location;

• be administered by the owner;

• support individual and revocable access credentials;

• maintain a time-stamped access log;

• contain only the key or access device required for the authorised visit.

Mechanical key safes and permanent shared access codes are not accepted as the normal means of access.

6. Management of alarm credentials

When the alarm must be disarmed for a visit, the owner must provide, either directly or through their security provider, an individual credential for the authorised inspector.

Where supported by the system, Village Crows does not use a general or permanent code shared between multiple people.

The owner must provide accurate and up-to-date written instructions covering:

• disarming the alarm upon arrival;

• rearming it before departure;

• responding to an arming or disarming failure;

• the persons to contact in the event of accidental activation;

• any delays or special characteristics of the system.

The inspector follows the instructions provided but does not test, maintain, diagnose or reprogramme the alarm system.

Village Crows does not provide alarm monitoring, receive alarm alerts or provide an on-call alarm response service.

7. Management of keys kept at the property

All Client keys remain secured at the Client’s property.

Village Crows does not retain, reproduce, label with the property address, transport between properties or store Client keys at its offices, an inspector’s home or any other location away from the property.

During an authorised visit:

• the key is removed from the key safe only after the inspector has arrived at the property;

• it remains in the authorised inspector’s possession throughout the visit;

• it is never handed to a tradesperson, delivery driver or other third party;

• it is returned to the key safe immediately after the property has been closed and secured;

• the inspector verifies that the key safe is properly closed and locked before leaving.

Any difficulty involving access, locking the door, rearming the alarm or returning the key to the key safe is immediately reported to Village Crows and the owner in accordance with the agreed procedure.
 
A key is never left unattended or removed from the property to resolve an access problem.

8. Access by the Client’s service providers

Tradespeople and other service providers selected by the Client must use a separate credential supplied by the owner.

When an attendance service has been booked in advance, Village Crows may provide access to a service provider selected and directly instructed by the Client and remain at the property during the intervention.
 
Unless authorised under a separate written mandate, Village Crows does not:

• select the service provider;

• order any work;

• negotiate or accept a quotation;

• direct or technically supervise the work;

• inspect, accept or approve the completed work;

• provide the service provider with a permanent credential or means of access.

9. Owner’s responsibilities

The owner is responsible for:

• purchasing and administering the access system;

• arranging installation by a competent person where necessary;

• maintaining the device and replacing or recharging its batteries;

• assigning, controlling and revoking access and alarm credentials;

• informing Village Crows of any revocation or change;

• maintaining an emergency access procedure agreed with Village Crows;

• providing accurate and up-to-date access and alarm instructions;

• informing the security provider that Village Crows will access the property where necessary;

• obtaining any required approval from the insurer, landlord or condominium association;

• ensuring that the installation remains compatible with the door, lock, alarm and requirements of the property insurance policy.

10. Unavailable or defective access arrangements

Village Crows may refuse, interrupt or postpone a visit when:

• the approved means of access is unavailable or does not function;

• the credential has expired, has been revoked or does not provide access;

• the device appears damaged or insufficiently secure;

• the alarm cannot be disarmed or rearmed in accordance with the instructions;

• the access conditions present a risk to the inspector or the property;

• the visit cannot be completed without circumventing this policy.

The inspector will never force a door, lock, key safe or other access device.

Any prevented or interrupted visit will be documented and reported to the Client. Its financial treatment will be determined in accordance with the accepted quotation and applicable contractual terms.