Resident guidance: All Housing residents - Last updated 24 March 2026
Accessing your property – your responsibilities, master keys and key safes
Your home is your private space, and we respect that. There are times, however, when we may need to access your property to keep you and others safe.
This page outlines your responsibilities for granting access to your property and how we will work with you to arrange planned access for legally required safety checks. It also explains how our master key system works and discusses spare key management and resident key safes.
In this guidance you’ll find:
- Your responsibilities for granting access to your property
- Spare keys and resident key safes
- How we arrange planned access for legally required safety checks or repairs
- What is a master key?
- When would the master key be used to access my home? Who can use the master key?
- How to get more information or advice on access
Your responsibilities for granting access to your property
As part of independent living, you are responsible for allowing access to your property for repairs, planned works, and scheduled visits. When such plans are made please make sure you are available at the agreed time or make suitable alternative arrangements.
Location managers cannot accept deliveries or packages on your behalf and will not use the master key to enter your property for repairs while you are out.
Spare keys and resident key safes
If you’d like to make sure trusted family members, carers, or emergency responders can access your home quickly when needed, we recommend using a secure key safe at your own front door. This is the safest and most convenient option.
If you’d like to install a personal key safe outside your property, you’ll need to get permission first so speak to your location manager.
We do not hold residents’ spare keys or key safe codes.
How we arrange planned access for legally required safety checks or repairs
To keep everyone safe, we are legally required to carry out certain checks and servicing, such as:
- Gas safety and carbon monoxide alarm checks
- Electrical testing
- Fire safety inspections
- Water hygiene checks
- Alarm system tests
We will always contact you in advance of such checks, provide written information and work to find appointments that work for you, making at least three attempts to agree a time.
If you are away for an extended period, we will discuss options with you to keep your property safe.
If we cannot gain access after repeated attempts, or access is refused and the check is overdue, we must act to prevent health and safety risks. This may include starting legal proceedings to meet our legal obligations.
What is a master key?
One of the ways we help keep your home and community safe is by having a master key system in place at many of our properties. A master key is a special key that allows authorised Anchor staff to access most areas, including residents’ homes, within a building.
Your privacy, dignity, and safety are our top priorities. We understand that allowing access to your home is a matter of trust, and we take this sensitive responsibility very seriously. Our approach is guided by law, regulation, and our commitment to fairness and transparency.
We have strict rules in place to make sure the master key is only used when absolutely necessary and always in a controlled, documented way.
When would the master key be used to access my home? Who can use the master key?
The master key is a tool for safety. Most properties have a suited locking system, which means your location manager can use a master key to open your front door. This would only be done in very specific circumstances:
- Emergencies – for example, fire, flood, gas leak, or another situation that poses an immediate risk
- Serious concern for wellbeing – if we believe you may be in danger and all other attempts to contact you have failed.
- To help a resident back into their home if they are locked out.
- To provide access to an Executor or Administrator after a resident has passed away.
Only authorised, trained members of Anchor staff can use the master key, and they will always follow a clear process, in line with Anchor’s master key policy and data protection regulations. Whenever possible, we’ll always try to seek your consent and give notice before using the master key, unless immediate action is needed to protect your safety or the security of your scheme.
Strict records are kept of each use and you will be left a notification if you are not home at the time.
The key is stored securely, and we regularly review who has access.
The master key is never used for routine visits or to let in visitors - even if they are family members or emergency contacts.
The master key will not be used to enter your property for repairs while you are out.
Contractors are never allowed to use the master key.
If you have questions about the master key system at your location or are thinking of fitting additional locks or chains, please speak to your location manager first.
Need more help or advice?
If you have any questions about our approach to accessing your home, would like to discuss having a key safe fitted or learn more about master keys, please speak to your location manager or contact the Customer Experience Hub on 0800 731 2020.