How to manage key pickups in the Agency Portal

The Key Management page in the Agency Portal gives you an overview of the key schedule on a rolling 7-day week, scheduled pickups, real-time information about key statuses and much more. 

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How to access the Key Management page

To access the Key Management page, click Keys from the top menu navigation and choose Key Management.

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How to confirm or cancel a key pick-up
  1. To confirm a key pickup, click the day with a scheduled pickup. The key details will be displayed.
  2. Click Please confirm and choose the appropriate action.

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    These options are:

    Action Description
    Ready to collect

    Ready to collect (Key is available and ready)

    Key is not available for this booking Cancel booking (The tenant will be notified that the agency has cancelled the booking as the key was not available for the day. The tenant will be contacted to book an appointment)
    No key for this property Cancel booking (The tenant will be notified that there is no key for this property. The key number will be removed from the portal and the tenant will be contacted to book an appointment)
    Tenant Home Alternate access (By choosing this option you acknowledge the tenant will be home on the day and will be able to provide access to the property to complete the service. The tenant will receive an SMS notification advising of the booking)
  3. Once the key has been confirmed, save the changes by clicking Confirm Changes at the bottom of the page.

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How to edit the key number

You can now edit the key number for any property by clicking on the edit key number button in the Key Management table.

Note: If your agency is integrated you will need to edit the key number on your property management software as this will overwrite the information changed in the Detector Inspector system.

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Key status and important information relating to a key

The "key status" column will show where the key is and it's status in real-time. These statuses include:

  • Not Confirmed = the agency hasn't confirmed that the key is ready for collection. Any key that has not been confirmed will still retain the booking and a technician will likely arrive to collect it
  • Ready for pickup = the key is ready to be picked up by our technicians
  • Checked Out = a technician has collected the key from the agency 
  • Returned = the key has been safely returned to the agency
  • Cancelled = the agency has cancelled the key pickup

The "important information" column will show any changes made to that key/property including:

  • Changes to the key group
  • Cancellations from tenant/Detector Inspector
  • Bookings converted to appointments

When keys are not available, tenant communications will be updated to advise the tenant that whilst the key is not available the booking will be converted to a door knock and our technicians will attempt to still service the property.


FAQ

Can I mark all keys as ready?

You can click on the "mark all keys ready" button located next to the "ready to collect today" text to confirm that all scheduled pickups are available and ready for collection.

Please make sure to click the "Confirm changes" button located below the table after any actions are made to the "ready to collect" column. This will provide a summary of the changes while requesting you to confirm again.

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Once you click the Confirm button located on the bottom right-hand side of the popup, you will no longer be able to make changes to the keys that are either ready to collect or will be cancelled.

What are the notification types?

The "Notification type" column in the table will provide you with information about how Detector Inspector has arranged a particular key job. The two types of notifications are entry notifications (ENs) and tenant key requests. 

To view a particular entry notification that has been sent to the tenant, simply click "Entry notification" and it will open a pop up showing you a copy of the EN.Screen_Shot_2022-02-07_at_3.54.15_pm.jpg

From here, you can also download a copy and reshare it with a tenant by clicking on the "Download" button located on the top right-hand side corner.   

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Can I group the keys?

The key group column will show you how many groups of keys an agency should be arranging for a scheduled key pickup. You can use the filter option to get an overview of which keys are allocated to which group and the number of groups will correlate with the number of scheduled key pickups for the day.

Any information regarding key groups will also be available to the arriving technician which can be accessed via the technician mobile app. 

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As it provides real-time information about the key groups and statuses, we recommend logging in the morning to see the upcoming scheduled key pickups for the day.

Any changes that have been made to the key groups will be highlighted in the "Important information section" located on the right-hand side of the table.

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