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The Role of a Keyholder


The Bournemouth Careline system allows people to live independently in their own homes while providing peace of mind that if there is an emergency they can get help quickly.


Anyone with a Careline Home alarm can send a call through to us simply by pressing the pendant trigger. Our operators will take the call, assess the situation and get appropriate help.


Your role as a keyholder

The role of the keyholder is to provide help to a person with the Home alarm if they are contacted by Careline|.


This means that we might have to phone you at any time during the day or night.  When we call you we will ask you to either check the wellbeing of the person or give them practical help, for example, letting them into their home if they have locked themselves out.


If the caller can tell us that they need the emergency services (for example, if they have fallen and hurt themselves), our operators will call 999 immediately.


As a rule, we always ask for two nominated keyholders when we install an emergency alarm for someone.


This means that we have a better chance of getting help to a person if, for any reason, one of the keyholders is unavailable (for example, if they are on holiday).  It also means that the responsibility can be shared between two or perferably more people, and should help make sure that there is always someone available.


If you are happy to be nominated as keyholder, we will keep your name, address and contact phone numbers on our computer database.  We will only use this information if we need to call and ask for your help.


All the information we hold on our systems is stored confidentially under the Data Protection Act.



If a service user is unable to nominate two keyholders we will accept one keyholder and a keysafe.


A keysafe is a sturdy, secure, combination opened box that is fixed to the outside wall of the house.  A key to the property is placed inside it. Careline note that combination number on their computer system.  It would only be given out to allow entry to the emergency services if this was required.  It enables them to gain access without damage to the property.


If an alarm call is made and the keyholder cannot respond Careline will call the emergency services, either to do a welfare check or to respond immediately depending upon the circumstances.


Keysafe Only Service

We are now able to offer a Key Safe Only Service for those people who may not have anyone to nominate as keyholders.  Previously people were unable to access our service because they did not have a keyholder.  This has now changed and we are able to offer our Careline Service to people who are willing to purchase a keysafe, a small steel box placed on the outside of the building into which a key for access is kept.  The keysafe has a numeric pad and a 4 – 6 digit number is decided on by the client and given to the Careline staff to be used in an emergency i.e. passed to the emergency services so that they can gain entry without causing any damage or expense to the client by forcing entry to the property.


The cost of the keysafe is £40 ex VAT and there is an installation charge of £30 ex VAT which is non-refundable.  If a Key Safe is being fitted by Careline, at the same time as a Community Alarm, or within 21 days, there will only be one installation charge.


Related Information


Postal Address Housing Landlord Services,
Kinson Hub Office, The Kinson Hub, Wimborne Road, Bournemouth, Dorset
BH11 9AW
Telephone 01202 451915
Minicom 01202 454728
Email Housing Landlord Services