Resident FAQ & Response Process
We support communities in the Colorado Springs area with professional response, visible patrols, clear documentation, and reporting to property management when appropriate.
Common reasons residents call
Noise complaints
Suspicious activity
After-hours amenities
Parking issues
Welfare checks (non-emergency)
Vehicle lockouts
Quick Actions
Call 911 for: violence, weapons, active threats, fire, or medical emergencies.
Call D&P Security for: noise, suspicious activity, after-hours amenities, welfare checks (non-emergency), lockouts (when available), and documentation support.
Call property management for: lease issues, access permissions, towing decisions/approvals, and policy questions.
What to expect from us: We focus on de-escalation + documentation and follow your property site instructions. Property management controls lease enforcement and policy decisions.
Table of Contents
1) Coverage Hours
If your property is contracted with us, coverage is typically focused on overnight hours.
Typical patrol window: 8:00 PM – 8:00 AM (unless your property’s contract specifies different hours)
Patrol activity may include visible patrols, area checks, amenity, and documentation per site instructions.
2) What We Can Do and What We Can’t
What we can do
Respond when available and appropriate for a security call
De-escalate situations calmly and professionally
Check common areas, amenities, and parking lots (based on site rules)
Ask people to comply with property rules (quiet hours, amenity closures, etc.)
Request unauthorized persons leave (when appropriate and safe)
Document what we observe and what actions we took
Notify property management per protocol (especially repeat issues)
Contact law enforcement/EMS when a situation requires it
What we can’t do
We are not law enforcement (no citations, no ordinance enforcement)
We do not force entry into units
We can’t override property rules, lease terms, or management decisions
We can’t mediate long-running neighbor disputes beyond de-escalation and documentation
3) What You’ll Receive After We Respond
Depending on the call and site instructions, documentation may include:
Time and location of the response
What we observed
Actions taken (contact made, request for compliance, area checks, etc.)
Outcome/result
Photos of common areas/conditions when helpful and allowed
Who was notified (property management, emergency services, etc.)
Reporting note: We share reports with property management per protocol; we don’t provide resident-to-resident updates.
4) Before You Call: What to Have Ready
To help us respond quickly:
Property name + address
Exact location (building/unit/amenity/parking area)
What’s happening (and whether it’s ongoing)
When it started
Any safety concerns (threats, weapons mentioned, medical concern)
Your callback number (in case we get disconnected)
Helpful tip: If it’s safe to do so, a photo or details (clothing, direction of travel, vehicle description/plate) can help. Please don’t put yourself at risk to get it.
5) Will You Share My Name With the Person I Reported?
No. We do not share caller identity. We address issues as a reported concern and focus on compliance and de-escalation.
We may document conditions in common areas (photos when appropriate), and we do not discuss resident details with other residents.
6) Contracted vs Non-Contracted Properties
If your property is contracted
Yes: Calls are handled under the property site instructions and reporting process.
No: Some services may be available case-by-case, but access can be limited.
Not sure if your property contracts with us? Ask your leasing office or call us with your property name.
If your property is NOT contracted
We may be able to help with welfare checks, lockouts, or a paid dispatch for a disturbance.
Non-contracted services: If your property isn’t under contract, services are typically billed to the requester.
In some cases, we may request:
Confirmation we’re permitted to respond to that property
A short service agreement
Payment for non-contracted services
If we can’t legally or safely access the property, we may recommend contacting property management, the property’s contracted provider, or law enforcement depending on urgency.
7) Noise Complaints: How It Works
Typical process:
Gather details
Consider property rules
Respond when appropriate
Professional contact + de-escalation
Document outcome
Report to management when needed
We focus on de-escalation and documentation; ordinance enforcement is handled by the appropriate authorities.
What if the noise starts again after we leave?
Report it again (or follow your property’s process). Repeating reports help create a clearer record for property management to act on.
8) Suspicious Activity
If you see suspicious behavior (loitering, trying door handles, unknown persons in secured areas, etc.):
Share a description, exact location, and direction of travel
If available, we respond to check the area safely
We document what we observe
Please don’t confront someone if you don’t feel safe. If there’s immediate danger, call 911.
9) Trespassing / Unauthorized Persons
Typical approach:
Observe and assess
Attempt professional contact when safe
Determine whether the person is a resident/guest/vendor
If unauthorized, request they leave when appropriate
Document and report to management
If it escalates or involves threats/violence, we contact law enforcement
10) Parking Complaints / Violations
Parking is usually governed by your property policy. Our typical process:
Verify details
Check and document what we observe
When appropriate, document for property management follow-up
Towing: We do not tow unless properly authorized under the property’s towing policy and approval process.
11) After-Hours Amenities
When activity is reported after closing:
Respond and check the area
Ask occupants to clear the area if closed
Ensure the area is safe and orderly
If allowed, confirm doors/gates are secured
Document and report when needed
12) Non-Emergency Welfare Checks
Yes—when authorized by the property or appropriate request channels.
Typical process:
Gather details
Attempt contact
If contact is made, we document the outcome and notify the authorized requester by property protocol
If no response and concerns are credible, recommend police/EMS for a formal welfare check
We don’t force entry; unit entry is handled by authorized property staff and/or emergency responders when required.
13) Vehicle Lockouts
Yes, but availability varies
Typical process:
Confirm vehicle location + requestor contact info
Verify reasonable proof of authorization (ID / registration / verification by policy)
Use non-destructive entry methods when possible
Document the service
We may decline service if authorization cannot be reasonably confirmed.
14) How Quickly Will an Officer Respond?
Response depends on coverage, call volume, location, and safety priority. We do not promise a specific arrival time.
We’ll get there as fast as we can—urgent safety issues always come first.
15) Will Property Management Be Notified?
For disturbances, repeat issues, policy violations, or anything needing follow-up, we document and report according to:
Your property’s protocol for contracted properties or the service agreement/authorization for non-contracted services
Reporting is provided to property management per the property’s protocol/service agreement. Residents do not receive resident-to-resident updates.
16) Common “What if…?” Questions
What if someone is trying my door or looking into cars?
Call us with location/description. If you see a weapon, violence, or an active threat, call 911.
What if I see suspicious activity right now?
Call us with a description and exact location. If the event is an immediate threat, call 911.
What if someone is sleeping in a hallway/stairwell?
Call us with the exact location. We’ll respond when available, check welfare, and handle it based on safety and property protocol. If the person appears in medical distress, call 911.
What if I smell smoke but don’t see fire?
If there’s any concern of an active fire or someone could be at risk, call 911. Otherwise notify management.
What if I’m locked out of my unit?
Unit access is handled by property staff/maintenance or your lease process. We do not force entry.
What if I’m stuck outside because my fob/code doesn’t work?
That’s usually an access-control/management issue. Contact your property’s after-hours line. If you feel unsafe due to an active threat, call 911.
What if there’s a power outage?
Call property management. If there are safety concerns (people trapped, fire alarms, medical emergencies, active hazards), call 911.
What if kids/teens are hanging out in common areas after-hours?
If it’s after-hours, unsafe, or causing disturbances, call us and we’ll check the area when available.
What if my package is missing?
Package issues are usually handled by the carrier and property management. We can respond to suspicious activity in the moment and document what we observe.
What if I need to update my contact info or emergency contacts?
That’s handled through property management.
17) If You’re Unhappy With How Something Was Handled
We take professionalism and follow-through seriously. Contact us and include:
Date/time of incident
Property name/address
Unit/location (if applicable)
Brief description of what happened
What we will do:
Review available notes/reports/documentation
Follow up when appropriate
Coordinate with property management so the issue is documented and addressed by policy
Misuse note: False reports or misuse of security response may be documented and reported to property management.
18) Still Not Sure Who To Call?
If you’re unsure, contact D&P Security with the property name and what’s happening. We’ll help point you in the right direction based on urgency and property rules.