How will you access my home to care for my pets?
At Hands N Paws, we have a lockbox policy requiring all clients to have a lockbox on-site with a key inside. This ensures secure and reliable access for our team when providing pet care services.
We do not permit handing off keys directly to team members or relying solely on garage or door codes, as these can be unreliable due to battery failure, weather conditions, or other factors. The lockbox is the required method of entry (even if just there for backup alongside a “reliable” door/garage code).
During your Meet N Greet, we’ll discuss how to order your lockbox as part of the client onboarding process. Once your lockbox arrives, program a unique four-digit code, and add the code along with the lockbox’s location to your client account notes in Precise Petcare. This information will then be securely shared with the assigned team member(s), allowing them to access the key from the lockbox to care for your pets upon arrival to services.
Where exactly can I add entry information to my client account?
(If you’re a new client who hasn’t been onboarded yet (had a Meet N Greet), this information may not be familiar to you).
For existing clients, please go to My Info and locate the section, Home Access. There, you’ll find the following fields:
- Do you have a lockbox? (MUST have one!)
- Home Access Details (include where to enter, how to enter, etc.)
When answering “Do you have a lockbox?” select “Yes,” and two additional fields will appear: “My lockbox code is…” and “My lockbox location is…” Be sure to fill these out accurately. For the “Home Access Details” section, include any additional entry information that might be helpful for our team. Once completed, this information will be securely shared with the assigned team member(s), ensuring they have everything they need to properly access your home and care for your pets.
*IMPORTANT: If you think a visual or video walkthrough would be helpful for us to understand your home access/entry process, please share it with us using this link and the following recipient address: support@myhandsnpaws.com. In the message box on the upload page, include details on who you are and what you’re uploading/sharing with us. We will then forward any received videos to our pet care team accordingly.
What is a lockbox?
A lockbox is a small, secure, lockable container designed to store keys and other valuable items, such as money or access cards. Most lockboxes come equipped with a durable hook or shackle that allows them to be easily attached to door handles, fences, or other secure fixtures. They are typically accessed using a combination code, ensuring that only authorized individuals can open them.
Lockboxes are widely used in various industries, including real estate, property management, and pet care services, due to their practicality and reliability. For example, in pet care, they provide a convenient way to store house keys securely on-site, allowing authorized team members to access a client’s home without needing to exchange keys manually. This ensures a streamlined, efficient, and secure process for both clients and service providers, minimizing the risk of lost or misplaced keys.
What’s your official company policy on lockboxes?
Here is our lockbox policy verbatim:
“To ensure access to Client’s home during scheduled services, Hands N Paws requires that Client purchases a lockbox and places a spare house key(s) inside of it for Team Member to use. Client can purchase the lockbox on Hands N Paws’ website by clicking Buy Your Lockbox. Once it arrives, the lockbox should be programmed with a unique four-digit code. The lockbox should then be placed on the entry-door handle or in another secure location, and the lockbox code and location information must be entered in the Client’s account on Precise Petcare.
Alternatively, Client may elect to provide a code for entry via a garage door or electronic keypad and if so, must enter all necessary codes in Precise Petcare. Client must purchase a lockbox, however, to ensure that Team Member can access pets at all times during scheduled services, especially in situations where the power goes out or batteries die and Team Member needs alternative access into the home.”
Explain more about why you use/require lockboxes?
In the past, we relied on passing keys between team members. However, as our team expanded (and given our team-based approach to serving clients), this method quickly became impractical and unsustainable. To address this, we introduced a lockbox policy in 2020. As part of the new client onboarding process, all clients are required to purchase a lockbox to be used for secure and reliable access during scheduled pet care services.
Lockboxes provide a secure and efficient solution for key management and accessibility, as keys are stored directly on-site at the client’s home. When a team member arrives for services, all they have to do is use the provided code to seamlessly open the lockbox, retrieve the key, and access the home to care for the pets.
Lockboxes not only ensure secure and sustainable access for multiple team members but also guarantee entry at all times. While we have allowed alternatives such as garage codes and door codes in the past, these methods have proven unreliable, as they depend on batteries and electricity. Lockboxes, by contrast, operate without power and offer a fail-safe way to access all clients’ home to care for the pets.
I don’t want to leave my lockbox in plain sight where passersby can see it. What can I do?
Totally understandable! You can hide your lockbox in a safe and discreet location on your property. Common options include hanging it on a fence, securing it on a side door, or placing it out of view behind a plant or other outdoor feature. Once you’ve decided on the location, simply update the lockbox details in your client account in Precise Petcare, including its exact location, so our team knows where to find it. This keeps your lockbox secure and out of sight while ensuring reliable access for our team.
How can I purchase a lockbox?
To purchase a lockbox, visit our website, scroll down to the footer menu, and click on Buy Your Lockbox.
What if I haven’t received my lockbox before services are scheduled to start?
We have a 48-hour client onboarding policy to allow enough time for ordering and receiving your lockbox. However, if your lockbox is delayed and services are scheduled to begin before it arrives, you can temporarily hide a key in a secure location outside your home or provide an alternative entry method. While these options can work in the short term, there are potential risks.
To keep our team informed, make a note in Precise Petcare that your lockbox is on the way and include details about the alternate entry method. If hiding a key, common spots include under a flowerpot, beneath a mat, or behind a porch post. If providing a garage or door code, please be aware that electronic keypads can fail due to low batteries or bad weather, which may prevent us from completing services as planned. These limitations highlight the importance of having a lockbox for secure and reliable access, and why we have a lockbox policy at all.
Once your lockbox arrives, program your code and update your client account in Precise Petcare right away. This ensures we can seamlessly transition to using the lockbox for all future visits, providing consistent and secure access to care for your pets.
What if I already have my own lockbox? Can I use it instead of purchasing your company lockbox?
Yes, you’re welcome to use your own lockbox! We just ask that you provide a brief demonstration on how to use it during your Meet N Greet. This allows the attending administrator to take notes, especially if your lockbox functions differently from the one our team is used to. These notes will then be shared with the rest of the team to ensure everyone knows how to operate it seamlessly when coming by for pet visits.
What if I have a garage code I want you to use instead of a lockbox?
That can work, but having a lockbox available to use as a backup is still required. Relying solely on a garage code to gain entry into your home has its drawbacks. In the event of a power outage or a dead/low battery, accessing your home to care for your pets could become a significant challenge. A lockbox eliminates this concern, as it doesn’t depend on electricity or batteries, ensuring guaranteed access to your home at all times.
What if I just want to hide a key somewhere instead of getting a lockbox?
No, hiding a key is not a safe or acceptable alternative to a lockbox. While it might seem convenient, it poses significant safety and liability risks. A neighbor or passerby could observe where the key is hidden, putting your home at risk of a break-in, even if you have full faith you live in the safest of neighborhoods.
A lockbox is required not only for guaranteed access to your home but also for the safety and security of your property. With a lockbox, your key is stored securely, and only authorized team members have access to its code. This ensures both reliable entry for pet care services and peace of mind that your home remains protected.
What if I just want to keep my door unlocked and have you enter my home that way?
Apologies, but absolutely not. Leaving your door unlocked is unsafe and puts your home at significant risk. If a break-in were to occur while we are providing services, we cannot be held responsible for any resulting damages or losses.
For the safety of your home and to ensure reliable access for our team, a lockbox is required. This secure solution protects your property and allows us to perform our services without compromising security.
