Lockbox protocol
From the code to the closing, step by step
Whoever holds the code, listing agent or seller, the same six steps run on every visit.
- 01
Step 1: You tell us who holds the code
One name, one phone number and where the lockbox hangs. We don't take codes from anyone else.
- 02
Step 2: The code goes to one crew
It is entered in the schedule for the crew on your job, and for no one else.
- 03
Step 3: A text when the door opens
The crew lead texts you and the agent the time, with a photo of the entry and anything already damaged.
- 04
Step 4: The clean
Doors stay shut behind the crew. Keys left in the home go back in the lockbox, and none leave with us.
- 05
Step 5: A text when it shuts
The lockbox is closed and photographed with the code hidden. The exit time goes in the report.
- 06
Step 6: The code leaves the schedule
The same day the report is sent. If you re-key the lockbox, you don't need to tell us.
When it goes wrong
If the code, the alarm or the door misbehaves
What the crew lead does, in order.
The code doesn't work
We call the number you gave us and wait up to 20 minutes outside. We don't try codes or force a door.
The alarm trips
We step outside and call you and the agent. We never reset an alarm or enter a code that isn't ours.
Something is already broken
We photograph it before we touch anything and text you. You decide if we go on.
The lockbox won't close
We stay until the agent or you arrive, or tell us in writing it is fine to leave.
What we ask of you
Three things at booking
The code and where it hangs
Type, address and the code, in the form or by text to the number on this page.
The alarm code, if there is one
And who to call if it trips. We never change it.
Who we text
Up to three phone numbers: yours, the agent's and one more.
Questions
Questions about access
Do I have to be there?
No. Most visits run on a lockbox or a door code. Our lockbox protocol says who sees the code, when we text you and what we photograph when we lock up.
What if something is missed or broken?
Text us a photo within one business day. For a missed item, we return within two business days and redo it at no charge. For damage, the arrival photos show what was there before, and we repair or replace what we broke. The terms are on the Policies page.
What if the closing date moves?
Tell us and we move with it. There is no rescheduling charge if you tell us at least one business day before the visit. If the crew can't get in, the Policies page says what happens.
Closing date in hand?
Send it. We'll count back.
A written quote and a cleaning date come back within one business day.