Vendor Unit Access Protocols

Unit Access & Escort Protocols for External Vendors
Category: Vendor Management
Access Level: Internal Management & Staff Only

1. Document Objective
This guide outlines the mandatory security procedures for granting external contractors access to residential spaces. Because our brand prioritizes high-end property security and tenant trust, unmonitored vendor access is strictly prohibited.

2. The Mandatory Escort Rule
Under no circumstances may an external vendor be given a physical key or key fob to enter an apartment unit unaccompanied.

• Occupied Units: A designated staff member must remain inside the unit with the vendor for the entire duration of the service call.
• Vacant Units: Staff must unlock the door for the vendor, supervise the entry, and remain on-site or lock up immediately upon completion.
• Tenant Privacy Protection: Staff must ensure vendors do not handle, photograph, or disturb personal resident belongings during the repair.

3. Key Control & Logbook Security
If a vendor requires specialty tools or access keys for central infrastructure spaces (such as the main electrical or boiler rooms):

• The Key Log: All keys checked out from the property management office must be logged using the staff dashboard.
• Required Fields: Record the vendor's name, company, time checked out, specific key ID, and the signature of the authorizing staff member.
• Immediate Return: Keys must be returned to the office lockbox immediately after the task is finished. Vendors are never permitted to take keys off property grounds.

4. Resident Notification Requirements
Except during an active building emergency (like a major pipe burst), residents must be given proper advance notice before any vendor enters their space.

• Scheduled Repairs: Verify that the resident has submitted a maintenance request or signed a digital "Notice of Entry" form at least 24 hours in advance.
• Verification: Knock loudly twice and announce "Property Management & Maintenance" before opening any unit door, even if the resident is expected to be away.