Phillips Group Properties Security Protocols

Requirements:

• • Guest PIN codes must be unique for each booking
• • PIN codes must be changed immediately after guest checkout
• • Previous guest PINs must be deleted from all systems
• • Guest PINs apply to: Alarm systems, Smart locks, Keypads, Electronic key safes

Rationale:

This protocol ensures previous guests cannot re-enter the property and provides a clear audit trail of property access for security and insurance purposes.

Authorized Users:

• • Property Management staff
• • Regular cleaning personnel
• • Authorized tradespeople
• • Maintenance contractors
• • Straight Forward Group technicians

Management Requirements:

• • Each authorized user must have their own unique PIN
• • Semi-permanent PINs must be rotated regularly (minimum quarterly)
• • PINs must be immediately changed when staff/contractors no longer require access
• • A register of all semi-permanent PIN holders must be maintained

Rationale:

Individual PINs ensure accountability and enable tracking of property access. This is critical for incident response and maintaining security integrity.

Individual Responsibilities:

• • Each person is responsible for maintaining the confidentiality of their PIN
• • PINs must NOT be shared with anyone, including colleagues
• • PINs must not be written down in unsecured locations
• • Suspected PIN compromise must be reported immediately

Management Responsibilities:

• • Maintain secure storage of PIN information (e.g., Keeper account)
• • Ensure timely PIN changes according to protocol
• • Monitor access logs for unusual activity
• • Conduct regular security audits of PIN usage

Rationale:

Personal accountability ensures that all property access can be traced to specific individuals, enabling effective incident response and maintaining insurance compliance.

🔧 Remote Management: All PIN changes should be performed remotely where possible to ensure efficiency and security

📊 Audit Logging: All systems maintain detailed logs of access attempts, successful entries, and user identification

🔐 Secure Storage: PIN information must be stored in encrypted, access-controlled systems only

📱 Integration: Where possible, systems should be integrated to allow single-point PIN management

Mandatory Logging:

• • All alarm arm/disarm events with user identification
• • All door/gate access attempts (successful and failed)
• • Key safe access with timestamp and user PIN
• • PIN code changes and administrative actions

Log Retention:

• Minimum 12 months retention for all access logs

• Logs must be backed up and protected from tampering

• Regular reviews of access patterns should be conducted

Rationale:

Comprehensive logging enables incident investigation, provides evidence for insurance claims, and helps identify security vulnerabilities or unauthorized access patterns.

Immediate Actions:

1. 1. Identify the compromised PIN or access point through system logs
2. 2. Immediately disable the compromised PIN
3. 3. Review access logs to determine extent of unauthorized access
4. 4. Change all potentially compromised PINs
5. 5. Document all findings and actions taken

Reporting Requirements:

• • Notify property owner immediately
• • File incident report within 24 hours
• • Contact law enforcement if criminal activity suspected
• • Notify insurance company as required

Rationale:

Swift incident response minimizes potential losses and liability. Access logs provide crucial evidence for investigations and insurance claims.

📅 Regular Audits: Quarterly reviews of access logs and PIN management compliance

📋 Documentation: Maintain records of all security procedures and incidents

🏢 Insurance Compliance: Ensure all procedures meet insurance policy requirements

📈 Continuous Improvement: Regular review and update of security procedures based on incidents and industry best practices

Key Management Requirements:

• • All keys must be stored in secure, PIN-protected key safes
• • Emergency backup keys must be available but secured separately
• • ALL keys must have Bluetooth trackers attached
• • Maintain a register of all keys and their current location
• • Spare sets of critical keys must be maintained in separate emergency key safe

🔍 Bluetooth Tracker Requirements:

• • Emergency front door key MUST have a tracker – for emergency use only
• • Guest front door key (key safe) MUST have a tracker – for retrieval purposes only
• • Location tracking is NEVER used to monitor guest movements
• • All location data is automatically deleted from our system
• • Guests must be informed that emergency keys are tracked and for emergency use only

Key Safe Requirements:

• • Smart key safes with remote PIN management are required
• • Key safe PINs must be changed after each guest departure
• • Key safes may be internal or external depending on property configuration
• • Emergency key safe must use different PIN system or mechanical lock

Rationale:

Physical key security prevents unauthorized duplication and ensures emergency access while maintaining security. Electronic systems can fail due to power outages, battery depletion, or technical malfunctions. Physical backup keys are essential for guest safety and property access continuity. Bluetooth trackers ensure keys can be quickly located if misplaced while respecting guest privacy.

🔐 Secure Communication: PIN information must only be shared via encrypted channels (e.g., Keeper)

📱 Remote Management: Prioritize systems that allow remote PIN changes to minimize on-site visits

🔄 Standardization: Use consistent security systems across all properties where possible

📋 Training: All personnel must be trained on these security requirements before being granted access

Guest Key Instructions:

• • A physical front door key is located in the key safe
• • ALWAYS carry this key when leaving – electronics can fail
• • The key has a tracker for retrieval purposes only – we do not track your location
• • An emergency key is available in a separate location – ask management if needed
• • Emergency keys are tracked and for emergency use only

Rationale:

Smart locks can fail due to dead batteries, power outages, or technical issues. Having a physical key ensures guests are never locked out of the property.

Essential Alarm Operations:

• • ALWAYS arm the alarm when leaving the property
• • Use your unique guest PIN code – do not share with others
• • Ensure all doors and windows are closed before arming
• • Contact property management immediately if alarm issues occur

Your Security Responsibilities:

• • Keep your PIN confidential
• • Lock all doors and windows when leaving
• • Report any security concerns immediately
• • Do not attempt to disable or bypass security systems

Rationale:

Proper alarm usage protects the property and neighboring properties. All access is logged for security and insurance purposes.

🔍 Key Tracking: Bluetooth trackers are for key recovery only – not for monitoring guest movements

📊 Access Logging: All entry/exit times are logged for security purposes

🗑️ Data Deletion: Location data is automatically deleted from our systems

🔐 PIN Security: Your unique PIN ensures your privacy and security

Monthly Tasks:

• 🚨 Alarm System Test: Full system test including all sensors, sirens, and monitoring connection
• 📞 Intercom Test: Test both gate and door intercoms, including remote gate opening
• 📊 Access Log Review: Review all access logs for unusual patterns or unauthorized attempts
• 📱 App Functionality: Verify all remote management apps (TTLock, DMSS, iFob) are functioning

Quarterly Tasks:

• 🔋 Smart Lock Batteries: Check and replace if below 20% (TTLock app shows battery levels)
• 🔐 Key Safe Batteries: Test and replace batteries in all electronic key safes
• 🚪 Gate Mechanism: Service automatic gate motors and test safety sensors
• 🔄 PIN Rotation: Change all semi-permanent staff/contractor PINs
• 🔍 Bluetooth Tracker Check: Verify all key trackers are functioning and batteries are good

Annual Tasks:

• 🔧 Professional Inspection: Full security system inspection by Straight Forward Technology
• 🔌 Backup Power: Test and service UPS systems and backup batteries
• 📹 Camera System: Clean cameras, check recording quality and storage capacity
• 🏠 Physical Security Audit: Review all locks, keys, and access points for wear or vulnerabilities

Rationale:

Regular maintenance prevents security system failures that could leave properties vulnerable. Proactive maintenance is more cost-effective than emergency repairs and ensures continuous protection.

Lock & Access Point Maintenance:

• • Lubricate all lock mechanisms quarterly with graphite powder
• • Check door alignment and adjust if causing lock strain
• • Inspect weather seals around smart locks for water ingress
• • Clean keypad surfaces monthly with appropriate cleaners

Electronic System Care:

• • Keep firmware updated on all smart devices (coordinated by SF Technology)
• • Monitor network connectivity for all IoT security devices
• • Check gateway devices for proper ventilation and overheating
• • Verify backup communication paths are operational

Environmental Protection:

• • Ensure outdoor equipment has adequate weather protection
• • Check for insect/pest intrusion in equipment enclosures
• • Trim vegetation away from cameras and sensors
• • Verify drainage around outdoor keypads and intercoms

Rationale:

Preventive maintenance extends equipment life, reduces emergency callouts, and maintains consistent security performance. Environmental factors are a leading cause of security equipment failure.

Maintenance Documentation Requirements:

• 📝 Maintenance Log: Record all maintenance activities with date, time, and technician
• 🔍 Inspection Reports: Document findings from all scheduled inspections
• ⚠️ Fault Reports: Log all system faults and resolution actions
• 💰 Cost Tracking: Maintain records of maintenance costs for budgeting
• 📊 Compliance Records: Keep evidence of compliance with insurance requirements

Service Provider Management:

• • Maintain current service agreements with security contractors
• • Ensure all technicians have appropriate security clearances
• • Verify insurance coverage for all service providers
• • Schedule maintenance during property vacancy when possible

Rationale:

Proper documentation ensures warranty compliance, supports insurance claims, and provides evidence of due diligence in property management. It also helps identify recurring issues and optimize maintenance schedules.

🚨 Priority Response: Security system failures require immediate response (within 4 hours during business hours)

🔐 Temporary Measures: Implement manual security procedures if electronic systems fail

📞 Guest Communication: Inform current guests of any security-impacting maintenance

💰 Cost Authority: Property Mums authorized to approve emergency repairs up to $500

📋 After-Hours Support: Straight Forward Technology provides 24/7 emergency support for critical failures