Please click on the picture on the left to take you to a 'Keyholder Update' form that you can use to advise us of changes to your keyholders

Why are keyholders needed?

The Police require that anyone with a monitored alarm provides the names, addresses and contact details of at least two people, who live within 20 minutes travelling time of the alarmed property, to act as keyholders.


What does a keyholder do?


If the owner is not at home and the alarm activates, a keyholder will be called by the Alarm Receiving Centre to tell them that an alarm has been received. They will be called in the order of priority provided.

They will also be told the type of alarm (Intruder, Fire, Personal Attack etc) and whether the Alarm Receiving Centre have called the Police or Fire Brigade. They may need to go to the property as soon as possible - and should remember to take the keys. If the keyholder is informed that it is an 'Unconfirmed Alarm' they will be updated en route to the premises if it is upgraded to a 'Confirmed Alarm' by way of their mobile telephone (Please ensure that mobile telephone numbers have been given to us for this purpose) If the Police or Fire Brigade have been called, keyholders should wait for them to arrive.

They should not put themselves at risk or enter the property if the police or fire services are attending, until they are told it is safe to do so.

Before leaving they will need to reset the alarm using the System Code, to secure the property. They should also telephone the home owner to let them know about the alarm activation. If the alarm system has been tampered with, they may need to call our emergency engineer.


What does the keyholder need to know?

  • How to unlock the property and enter using the 'Prescribed Route'
  • Where the alarm panel and keypad are located and how to use them
  • The code word for the alarm (used when speaking to the Alarm Receiving Centre Staff)
  • The telephone number of the Alarm Receiving Centre (0844 879 1703) and that of the nearest police station
  • The telephone number of the Wilton Security Systems (to request an engineer if required) - 01306 632992.
  • How to contact the property owner (this should include work and mobile telephone numbers and contact numbers when they are on holiday).
  • How to reset the alarm after an activation
  • How to secure the premises and re-arm the alarm system
Remote Monitoring Information Sheet
For customers with Remotely Monitored systems to provide us with details of their keyholders etc.
Adobe Acrobat document [376.1 KB]
Information and Advice for Keyholders
This downloadable information sheet will explain to your keyholders what will be expected from them and what they need to be aware of.
Keyholder Advice.pdf
Adobe Acrobat document [406.1 KB]
Keyholder Guidance
Issued by the RISC Authority it incorporates ACPO advice and good practice for Keyholder Duties and Responsibilities
Keyholder Guidance.pdf
Adobe Acrobat document [480.1 KB]

Wilton Security Systems Ltd

Dean House Farm

Church Road



Surrey RH5 5DL

(Short address = P.O. Box 176, Dorking RH5 5DL)

Phone:   01306 632992


Or use our contact form (Click Here)


Emergency Engineer Contact

If you have a maintenance contract with us and have a genuine 'Out-Of-Hours' Security Systems emergency, you can contact our duty engineer  via. our normal telephone number (01306 632992) at all times and you will be diverted to our duty engineer.



Vat Registration #:                602616474

Company Registration #:     05157231

DUNS #                                  739033512

BIC:                                        LOYDGB21081

IBAN:                                     GB10LOYD30927002047033

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