I had a lovely experience with Penny at the Keyholding Company. She was patient and informative throughout the duration of our correspondence and explained everything clearly to me. I had to come back... See more
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I appreciated that I was able to speak to Margaret and then later to a gentleman yesterday evening (already well past regular working hours) and then very much appreciated Dolph’s reply to my email t... See more
Company replied
This is the second time we have used this service and have had absolutely no problems. The alarm system was activated once during our absence and the property checked within1 hour and found to be sec... See more
Company replied
Extremely unreliable. Regularly late for lock up services, or sometimes don't show at all creating security risks. When unlocking, often leave the building unattended instead of waiting for staff to... See more
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Company details
Written by the company
We are the UK's number 1 keyholding and alarm response specialist for homes and businesses. Our nationwide award-winning services also include guarding, mobile security patrols, vacant property checks and locks/unlocks. Making properties safe. Putting minds at rest.
Contact info
28 Kirby Street, EC1N 8TE, London, United Kingdom
- 0370 770 6886
- enquiries@keyholding.com
- www.keyholding.com
4.3
Excellent
84 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Amazing company to work with with…
Amazing company to work with with great, helpful team!
23 June 2021
Unprompted review
Reply from The Keyholding Company
Thank you so much for your valued feedback and 5 star rating.
We really appreciate you taking the time out to share your experience with us.
We hope you continue to enjoy positive experiences with our teams, and providing you with a high level of service.
Great Custom Service
We have been working with the Keyholding Company for a number of years now. Always found the staff to be very polite and helpful and had no issues with customer service. We have a fantastic working relationship with Steve Hall who has been nothing but friendly and helpful whenever we have spoken.
22 June 2021
Unprompted review
Reply from The Keyholding Company
Dear Gary, thank you so much for your valued feedback and 5 star rating! It is fantastic to hear Steve has built a great working relationship and we hope you continue to have many more positive interactions with our teams.
Thank you again.
Great support and feedback from…
Great support and feedback from management and now feel we have a great working relationship. Thank you KHC
21 June 2021
Unprompted review
Reply from The Keyholding Company
Dear Emma, thank you so much for your valued feedback and 5 star rating.
We really appreciate you taking the time out to share your experience with us.
We hope you continue to enjoy positive experiences with our teams, and providing you with a high level of service.
Great Customer Service
Hi
Just wanted to give a quick mention, of some great customer service that I experienced from, Ralitsa Kostadinova from the KHC,
18 June 2021
Unprompted review
Reply from The Keyholding Company
Dear Tanveer, thank you so much for your valued feedback and 5 star rating! It is fantastic to hear Ralista has provided great customer service and we hope you continue to have many more positive interactions with our teams.
Thank you again.
Our business relationship with The…
Our business relationship with The Keyholding Company spans 15 Years now. The relationship has always been open, honest and mutually beneficial. Their staff are proactive, honest and understanding of the demands placed on their Network Partners.
18 June 2021
Unprompted review
Reply from The Keyholding Company
Thank you so much for your kind words, Peter. We really appreciate you taking the time out to share your experience with us.
We hope you continue to enjoy positive experiences with our teams, and providing a high level of service.
We conduct a considerable amount of…
We conduct a considerable amount of business in conjunction with KHC. I have always found them - contactable, very helpful and eager to engage in resolution to raised issues. All staff I have engaged with have been polite, helpful and reflect a very positive company character.
15 June 2021
Unprompted review
Reply from The Keyholding Company
Thank you so much for your kind words, Joe. We really appreciate you taking the time out to share your experience with us.
We hope you continue to enjoy positive experiences with our teams, and providing a high level of service.
Always extremely helpful DTE Cleaning
13 May 2021
Unprompted review
Reply from The Keyholding Company
Thank you so much for your kind words, Mark.
We really appreciate you taking the time out to share your experience with us and hope you continue to enjoy positive experiences with our services and support.
Great communication and helpful…
Great communication and helpful advisors throughout
4 May 2021
Unprompted review
Reply from The Keyholding Company
Thank you so much for your kind words, Nathan. We really appreciate you taking the time out to share your experience with us and leaving a positive review!
We hope you continue to enjoy positive experiences with our services and support, and look forward to speaking with you again in the future.
We had an issue with with one of our…
We had an issue with with one of our sites and Lauri was fast reactive and supported new booking dates fantastic!
29 March 2021
Unprompted review
Reply from The Keyholding Company
Thank you so much for your kind words, Gurjeet. We really appreciate you taking the time out to share your experience with us, Lauri is a much valued member of our team!
We hope you continue to enjoy positive experiences with our services and support, and look forward to working with you again in the future!
Great working partnership
Excellent service delivery always at the end of the phone responds to all emails queries listens and is flexible in their approach. Sophie O'Sullivan is a credit to the company we have been working together over a period when you can no longer meet however I feel like I have known her for a long time, a great example of partnership.
26 March 2021
Unprompted review
Reply from The Keyholding Company
Dear Yolande, thank you so much for your valued feedback concerning Sophie, and 5 star rating!
It is a pleasure to hear how well Sophie is managing your account, both in a professional and personable manner. We really hope you continue to enjoy using our services. Thank you once again!
Thank you
I am a techno-numpty and required lots of assistance from the live chat resource. Lauri was friendly, knowledgeable and helpful - all problems resolved! Thank you
5 March 2021
Unprompted review
Reply from The Keyholding Company
Dear Jane, thank you so much for your valued feedback and 5 star rating! It is very reassuring to hear Lauri and the teams are conducting our business with you in the best way possible to help you understand our systems and products. We really hope you continue to enjoy using our services. Thank you once again!
Great easy service to use
Great easy service to use. Quick to answer the call.
5 March 2021
Unprompted review
Reply from The Keyholding Company
Dear Claire, thank you so much for your valued feedback and 5 star rating! It is very reassuring to know our teams are responding to your needs in a timely manner and you are finding our services easy to navigate.. We really hope you continue to enjoy using our services. Thank you once again!
My colleagues at The Keyholding Company…
My colleagues at The Keyholding Company are doing an excellent job. I can honestly say that every job I raise is promptly processed, and any issues are flagged up straight away to me. Such great cooperation subsequently leads to great customer satisfaction as all required jobs are executed in accordance with the client's expectation. Well done!
26 February 2021
Unprompted review
Reply from The Keyholding Company
Dear Mr Stoll, thank you so much for your valued feedback and 5 star rating! It is very reassuring to know we are conducting our business with you in the most efficient and professional manner possible, as our teams are constantly striving to do their very best to ensure we are pleasing our customers with excellent end to end customer service delivery. We really hope you continue to enjoy using our services. Thank you once again!
I've just spoken to Lauri from Customer…
I've just spoken to Lauri from Customer Support and she was very quick with her responses and helpful.
Michael
25 February 2021
Unprompted review
Reply from The Keyholding Company
Dear Michael, thank you so much for your valued feedback and 5 star rating! It is very reassuring to know Lauri and the teams are doing their very best to ensure we are pleasing our customers with excellent end to end customer service delivery. We hope you continue to enjoy using our services. Thank you once again!
DO NOT TRUST YOUR KEYS WITH THIS…
DO NOT TRUST YOUR KEYS WITH THIS COMPANY. Response time over 4 hours regularly and they always blame it on something or the other. Poor service delivery and customer service is so bad I’m surprised they don’t try and improve this, just goes to show they do not care about their clients. If I were them I wouldn’t even bother claiming a Trust pilot account as if my experience is to go by the reviews will be horrific and will hardly attract any new business.
TOP TIP: GO TO BANHAMS or your local security provider, you will save money, TIME and will actually be listened to.
4 February 2021
Unprompted review
Reply from The Keyholding Company
Dear Leyla, we are truly sorry to hear of the difficulties you have recently encountered with our services, and we really appreciate you taking the time and letting us know about your negative experience.
We would love to understand in more depth, so we can better improve our service delivery and customer service, however as we have not been able to locate your details on our database, could you please send your contact details to clientservices@keyholding.com, and we will reach out to you as soon as possible.
Terrible service
Terrible service. They have ‘mislaid’ my key rendering the service useless. Promised a call back to set out how they will resolve this. Still waiting for a call a week later. Avoid.
Update 5 Sept: they have responded to my complaint and admitted responsibility BUT they are still continuing to take my money for a service they cannot provide since they have indeed lost my key and somehow also mislaid my complaint. Can only reiterate my advice to avoid this firm since security relies so heavily on being able to trust the service. They pay lip service to customer service with continued radio silence to my polite requests for an update from both the CEO and their Head of Operations.
Further update: yes this did eventually get resolved with further intervention from the CEO who was helpful.
9 August 2020
Unprompted review
Reply from The Keyholding Company
Dear Triona, I'm really sorry to hear about your experience. Our investigation into your experience shows that we did not perform to standard on this occasion and I can only offer my apologies. Amends are being put in place to ensure your experience is isolated. Although we can't undo your experience, I hope the response from our CEO went some way to rectifying the matter.
Shocking service
Shocking service, used them a few years used ago, very condescending operator in the control room, who seemed to be frustrated too quickly and didn't help the matter at all. Realised they overcharged for the entire service, and went to another company. Waste of time.
13 July 2020
Unprompted review
Reply from The Keyholding Company
I am sorry to hear you had a bad experience. We’d love to investigate this incident further. Can you tell me what name was used on the account when you were a client? Yours does not appear on our records. Client Services at The Keyholding Company has been overhauled in recent years, with new team members equipped with better tools and an improved monitoring process. I am confident your experience would be much better today. We’d love to show you we can do better.
Amended report
Since our bad experience the company CEO has personally spoken to us and rectified most of the issues.
11 November 2019
Unprompted review
Reply from The Keyholding Company
We are so pleased to hear that most of your concerns have been addressed. Thank you for giving us a chance to put things right.
AVOID!!
AVOID!!
Hiring the keyholding company was possibly one of the worst decisions made. To start with they messed up the invoicing which meant we had to spend valuable time sorting it out. They chased invoices that were paid and didn’t communicate between ops and finance.
They didn’t lock or unlock our building at the agreed time at least 40% of the time. To start with they blamed their business partner so we agreed to change business partner but the problem still persisted.
They would “forget” to open up on bank holidays. We were always open on bank holidays, it was in the contract and it never changed. Even when we tried to pre-empt the problem with a reminder they would forget to open.
When terminating the contract with them it took the keyholding company over 2 weeks to return the keys to us. Presumably because they forgot to tell their service partner that the job was finished. They continued to come and lock up the building for days after the agreement was ended.
We worked with them for around 2 years. In hindsight I don't know why we stayed on for that long. They were not interested in feedback or improving at all. We literally never saw an improvement. IF they got back to us after a complaint it was all just talk and no action.
AVOID AT ALL COSTS
3 January 2018
Unprompted review
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