Frequently Asked Questions
From how our memberships work to what happens when you're away, we've answered some of the questions we're most often asked. If there's anything else you'd like to know, we're always happy to help.
Question Categories
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About our Services
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We provide personal property care and household concierge services, helping homeowners look after their properties and manage everyday practicalities. From regular home visits and security checks to arranging contractors, maintenance and household services, we're your trusted local point of contact.
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Not at all. We support second-home owners, holiday property owners and people living in their homes full-time. Whether you're frequently away or simply need help managing a busy household, we can tailor our services to suit you.
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No. We don't market rental properties, find tenants, collect rent or manage tenancy agreements. Our focus is on property care, household coordination and practical support. We can work alongside your existing letting agent or property manager.
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We're based in Abergavenny and primarily serve Monmouthshire and more specifically the NP7 and NP8 areas. We’re within the Bannau Brycheiniog (Brecon Beacons) national park. We consider properties further afield depending on their location and requirements, with pricing adjusted where necessary.
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Yes. We can help source suitable tradespeople, obtain quotations, arrange appointments and coordinate works on your behalf. Specialist repairs and regulated work are carried out by appropriately qualified independent contractors, rather than Master Key Concierge directly.
Memberships and Pricing
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Our monthly packages start at £59 for Essential, £99 for Plus and £189 for Complete. These are indicative starting prices, and every arrangement can be tailored to your property's location and individual requirements.
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No. Our packages are designed as a starting point rather than a rigid list of services. We'll work with you to create an arrangement that suits your property, lifestyle and budget.
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Yes. Our memberships have an initial three-month commitment, followed by a rolling monthly arrangement with 30 days' notice. This allows us to become familiar with your property and provide a consistent, dependable service.
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Absolutely. If you're spending more time at home or heading away for an extended period, we can adjust your level of support to suit your circumstances, subject to availability and reasonable notice.
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Our Concierge Retainer allows existing members to maintain their relationship with Master Key Concierge when regular property visits aren't required. For £25 per month, we retain your property information, your key and arrangements, and you can continue to request additional services (such as contractor arrangements), subject to availability. Scheduled visits aren't included.
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We specialise in ongoing property care and concierge memberships rather than standalone visits or short-term holiday cover. Our minimum initial commitment is three months, and additional services are reserved for active members.
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Your agreed membership includes the services specified in your personalised plan. Additional requests, such as contractor attendance, sourcing quotations or coordinating larger projects, may incur extra charges. We'll always explain and agree these before proceeding.
Property Visits and Peace of Mind
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Each visit follows an agreed checklist tailored to your home. This may include visual security checks, checking for obvious leaks or damage, collecting post, checking windows and doors, and identifying anything that needs attention. We'll provide a photographic update following the visit.
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We'll agree a regular schedule with you and aim to complete monthly visits within two days either side of the agreed date. This allows us to organise visits efficiently while maintaining a dependable service. Any necessary changes will be communicated in advance.
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We'll contact you as soon as reasonably practical, explain the situation and discuss the appropriate next steps. Where necessary, we can help arrange a suitable contractor or other assistance, subject to your agreed instructions and authorisation.
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While Siân personally manages our client relationships, she's supported by a small circle of trusted associates who can assist with scheduled property visits and routine checks. Where arrangements need to change, we'll communicate this in advance and ensure you know who will be attending your property.
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We can assist with urgent property matters where availability allows, including helping to arrange appropriate tradespeople. However, we aren't a 24-hour emergency response service, and immediate attendance cannot be guaranteed.
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We take the security of your home and personal information seriously. Keys, access instructions and property records are handled through controlled arrangements, with access limited to authorised individuals who need the information to deliver your service. We will never allow a contractor on-site without our presence.
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No. Our routine visits are visual checks designed to identify obvious concerns. They aren't building surveys, professional security inspections or statutory safety certifications. Where specialist inspections or testing are required, we can help arrange an appropriately qualified professional.
Getting Started
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Simply complete our online enquiry form with a few details about your property and requirements. We'll review your enquiry and, if we're a suitable fit, arrange a friendly video consultation. From there, we'll provide an indicative quotation before arranging a property visit and finalising your personalised service plan.
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Yes. Our initial video consultation is free and without obligation. It gives us an opportunity to understand your requirements and explain how our services could help. We will follow up with an indicative quotation and only if this is agreeable, will we arrange an in-person visit to finalise arrangements.
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For our initial familiarisation visit, we'd normally arrange to meet you or an authorised representative at the property. Once access arrangements and your service plan are agreed, routine visits can take place while you're away. If you are not available, we can arrange a video-call walk-around.
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Of course. We're happy to answer general questions by telephone or WhatsApp. For new service enquiries, we ask that you complete our online form first so we can understand your requirements and make our initial conversation as useful as possible.
Every home is different, and we're always happy to discuss how we might be able to help. Whether you're ready to arrange regular support or simply exploring your options, we'd love to hear from you.