How KeyNest Eliminated Key Management Headaches for Dolphin Living
KEY SUMMARY
Dolphin Living, a London-based housing charity specialising in finding affordable housing for residents who struggle to find inner-city accommodation, faced a common issue that affected most other growing property management businesses: effectively managing key handovers.
Coordinating physical key handovers was an unnecessarily admin-heavy process, due to staff working from the office two days a week, and contractors keeping hold of master keys. Staff would have to dedicate a few hours of their office day to liaising with contractors, inventory clerks and residents to attempt key exchange. Contractors would hang on to master keys for days at a time without informing the head office. Eleasha Nedrick, Lettings Manager at Dolphin Living, reflected on the older system of key management:
Thankfully, by taking advantage of the expansive KeyNest Points network, Dolphin Living managed to completely remove all unnecessary travel, secured their master keys, and gained useful visibility over their properties.
Wasted staff time and unreliable contractor communications
Originally, key handovers were seen as a burden for any office-based staff. Manual, in-person key exchanges interrupted any vital operational tasks that were specifically saved for when staff are collectively in the office. The reliance on master keys meant any work that needed property access was immediately disrupted when a contractor would forget to return the keys.
With no way to track the keys, or any form of accountability, master key sets would frequently pass between different sets of contractor hands, or would ultimately get lost - creating an immediate security risk for property developments.
Any last minute viewings would also be impossible to arrange without a day’s notice - staff needed to confirm they could come into the office to facilitate the handover, while also making sure any keys were accounted for after any kind of repair work or maintenance to whatever property was being viewed.
How KeyNest points immediately provided staff convenience and key trackability
Dolphin Living previously retained all key sets and master keys in an office key cabinet, and relied on a sign-in process that obviously wouldn’t account for keys changing hands while out in the field. Eventually, Dolphin Living replaced this previous key management system with KeyNest Points.
Instead of trying to track physical handovers at a central office, the housing charity moved all property keys to secure, CCTV-monitored KeyNest Points, located in local, late-closing or 24/7 convenience stores near their property developments.
Key access was now taken care of via the KeyNest app. Whenever a contractor, staff member or inventory clerk needed a key, a manager would send them a unique collection code, and provide directions of how to find the shop, too.
The KeyNest app tracked collections and returns automatically. If a key hasn’t been returned to the KeyNest Point, the system updates in real time, allowing staff to check the status of a key before travelling to a property. Eleasha shared an occasion where this information was vital for business:
Regained staff time and increased contractor accountability
After depositing all property keys within KeyNest Points, Dolphin Living quickly reaped the benefits.
Reduced staff travelling
Staff no longer had to travel to the office on remote days to manage any last-minute key handovers, or contractor and maintenance access.
Lower costs
Phasing out contractor access to master keys meant there were now reduced instances of lost keys and the subsequent costs of changing any property locks.
Third-party access
Maintenance teams and inventory clerks could independently collect and return keys via the automated codes, meaning office staff would no longer have to be present.
