Commitment to Trust and Security

At Casa Keeper Services, we understand the level of trust involved when you allow us to enter and care for your property while you are away.

Our priority is to carry out every scheduled visit professionally, responsibly and transparently. We have established clear procedures for property access, key handling, visit documentation and client communication to help protect your home and provide peace of mind throughout the service period.

Controlled Property Access

Access to your property is strictly limited to the dates, times and purposes agreed upon in your service arrangement.

Casa Keeper will not enter the property outside the scheduled service visits unless:

• The client has given additional permission.
• An emergency visit has been requested or approved.
• Immediate action is reasonably necessary to prevent further property damage.

Where possible, clients living in condominiums or serviced residences are encouraged to leave their keys or access cards with the building management office. This creates an additional record of every key collection and return.

Secure Key Handling

All keys, access cards, remote controls and access codes entrusted to Casa Keeper are handled carefully and used only for the agreed services.

We follow these key-handling practices:

• Keys are not labelled with the complete property address.
• Access information is kept private.
• Keys are not duplicated without written permission.
• Keys are not shared with unauthorised persons.
• Key handover and return details are recorded.
• Any lost or damaged access item must be reported immediately.

Casa Keeper will never use a client’s key or access information for any purpose unrelated to the agreed service.

Check-In and Check-Out Documentation

Each scheduled visit is recorded through our internal inspection process.

Where appropriate, the visit record may include:

• Arrival and departure updates.
• Date and approximate time of entry.
• Security checks on doors, windows and gates.
• Photos of inspected areas.
• Notes about visible changes, damage or unusual conditions.
• Confirmation that the property has been secured before departure.

A visit summary and supporting photos will be sent to the client through WhatsApp after the inspection.

Baseline Property Assessment

Before scheduled property-care visits begin, Casa Keeper may conduct a baseline assessment with the client or authorised representative.

During this assessment, we may record:

• Existing property conditions.
• Existing damage or maintenance issues.
• Locations of the main electrical switch and water supply.
• Agreed appliances, rooms and areas to be checked.
• Key, access card and remote-control handover.
• Special instructions provided by the client.

This assessment helps distinguish pre-existing conditions from changes observed during the service period and reduces the possibility of misunderstandings.

Respect for Personal Property

Our team is instructed not to open, move, use or handle personal belongings unless doing so is necessary to complete an agreed task.

Casa Keeper will not access:

• Locked cabinets or drawers.
• Safes or secured storage areas.
• Personal documents.
• Cash, jewellery or other valuables.
• Computers, mobile devices or private digital equipment.

Clients are advised to store valuable, sensitive or irreplaceable items securely before leaving the property.

Professional Work Practices

Casa Keeper personnel are expected to:

• Wear appropriate identification or company attire.
• Follow the client’s written instructions.
• Remain only within the agreed service areas.
• Avoid bringing unauthorised visitors into the property.
• Report visible valuables, unusual conditions or security concerns.
• Lock all agreed doors, windows and gates before leaving.
• Maintain professional and respectful behaviour at all times.

When more than one team member attends a property, they remain accountable to each other and to the documented visit procedure.

Zero-Tolerance Theft Policy

Casa Keeper maintains a zero-tolerance policy towards theft, unauthorised use of property, dishonesty and unethical conduct.

Any team member reasonably suspected of theft or serious misconduct may be immediately removed from the assignment while the matter is investigated.

Where evidence supports the allegation, Casa Keeper may:

• Terminate the individual’s involvement with the company.
• Cooperate with the client and relevant authorities.
• Provide available visit records or documentation.
• Take further legal or disciplinary action where appropriate.

All allegations will be treated seriously, fairly and confidentially.

Staff Awareness and Training

Our team receives guidance on:

• Client privacy and confidentiality.
• Safe property-entry procedures.
• Secure key handling.
• Respect for personal belongings.
• Visit documentation.
• Identification and reporting of suspicious conditions.
• Professional communication with clients.

Instructions and procedures may be reviewed regularly to improve service quality and accountability.

Client Communication

We believe transparent communication is one of the strongest safeguards when caring for an unoccupied property.

Clients are encouraged to contact Casa Keeper immediately if they:

• Notice a missing or moved item.
• Receive an unexpected security alert.
• Identify inconsistencies in a visit report.
• Require clarification about a property visit.
• Need to change access instructions.
• Have any other concern relating to the service.

Casa Keeper will review available reports, photographs, messages and visit information to help investigate the matter promptly.

Client Responsibilities

To support a secure and effective service, clients should:

• Inform Casa Keeper about existing damage or missing items.
• Keep cash, jewellery and sensitive documents securely stored.
• Provide accurate access and security instructions.
• Notify us of CCTV systems, alarms or access restrictions.
• Inform us of contractors, relatives, agents or other people who may enter the property.
• Avoid leaving prohibited, dangerous or illegal items at the property.
• Report concerns as soon as possible.

Casa Keeper cannot be held responsible for items accessed, moved or removed by other authorised persons who enter the property during the service period.

Privacy and Confidentiality

Property information, access details, photographs and client instructions are treated as confidential.

Photographs taken during visits are intended for service documentation and client reporting. Casa Keeper will not publicly share identifiable property photos, addresses or personal information without the client’s permission, except where disclosure is required by law.

Investigation of Reported Incidents

When an incident is reported, Casa Keeper may request information such as:

• Details of the missing or affected item.
• The last known location of the item.
• The date it was last seen.
• CCTV footage or security records, where available.
• Information about other people who accessed the property.
• Relevant photographs, receipts or supporting documents.

Casa Keeper will review the matter based on the available evidence. Reporting an incident does not automatically establish that Casa Keeper or its personnel were responsible.

Service Limitations

Casa Keeper provides scheduled property checks and home-care support. Our visits are preventive and observational in nature.

The service does not guarantee that theft, trespassing, damage, utility failure or other incidents will not occur between visits. Casa Keeper is not a security-guard service, alarm-monitoring company or insurance provider.

Clients should maintain suitable locks, alarms, CCTV systems and property insurance where appropriate.

Feedback and Service Monitoring

Client feedback helps us maintain professional standards and improve our procedures.

After each visit or service period, clients are encouraged to review the report and inform us promptly about any concern. Complaints and discrepancies will be documented and reviewed transparently.

Our Promise

Casa Keeper is not simply checking a building. We are caring for a property that matters to you.

Through controlled access, secure key handling, documented visits, photo reporting and open communication, we aim to provide a dependable service that you can trust while you are away.