Door

Door

Report the issue via our Guest Help Form, we will attend to this urgently and ask your Host or a contractor to arrange for another key set to be provided, so you can gain entry into your home again.

It is also worth checking if any other people who live in your building, and who know you, can help you get back into your home, if you have simply locked yourself out by mistake.

You will be charged £75.00 if we have to temporarily provide you another key set, and also further charged if the lost fob or card cannot be recovered.

The lost fob or cards will need to be deactivated by building staff as soon as possible as a safety precaution against intruders.

In the meantime you could ask someone else in the building if they have a spare fob they could temporarily lend you, while your replacement fob is on order. It usually takes 3-5 days to arrive in the post. It can be posted to your home or office address, or you may have to come and collect the replacement fob from your Host.

Report the issue via our Guest Help Form, we will attend to this urgently and ask your Host or a contractor to arrange for another key set to be provided, so you can gain entry into your home again.

It is also worth checking if any other people who live in your building, and who know you, can help you get back into your home, if you have simply locked yourself out by mistake.

You will be charged £75.00 if we have to temporarily provide you another key set, and also further charged if the lost fob or card cannot be recovered.

The lost fob or card will need to be deactivated by building staff as soon as possible as a safety precaution against intruders.

In the meantime you could ask someone else in the building if they have a spare fob they could temporarily lend you, while your replacement fob is on order. It usually takes 3-5 days to arrive in the post. It can be posted to your home or office address, or you may have to come and collect the replacement fob from your Host.

We will provide as many sets of keys as there are people named as living in the property in the rental contract. If more sets are required beyond this, for example for a cleaner who visits regularly, then the cost for additional key/fob copying will be yours to bear.

Please bear in mind that for many properties the keys will be of a special security type and cannot be easily copied. Sometimes only a single security company can issue copies, and we may have to consult with building staff in order to resolve this.

Please raise the key copying request via the Guest Help Form as usual and we can advise you best.

Report the issue through our Guest Help Form, and try to minimise using it until a contractor can attend to investigate. It could be a handle issue, a poorly cut key, or it could be a lock problem.

Let us and also any building staff know if you are unable to securely lock the Property, for example before you go to work. If the Property is left unsecure with no-one inside, this could be a security risk.

The following steps should be followed:

1. Check whether the keys are truly lost, or can they be recovered, e.g. if they have been lost somewhere in your building, maybe building staff can help find them. (To avoid any further costs, delay, or inconvenience to you.) If they cannot be recovered, are there other keys available to you (e.g. from flatmates) which you can use to make copies to replace your missing keys?

2. If you cannot recover or replace the keys by yourself as described above, please report the issue issue via our Guest Help Form. We will need to know the KE tag number of the key set that was lost. And what keys were on that set (if you had changed them since we handed over keys to you when you moved in). We need to know: was it a flat front door key, building door key, balcony door key, or another type of key?

3. We will assess the situation and help provide replacement keys. The replacements could come from your Host, or from building staff, or from a third-party supplier.

4. To deliver the keys to you, you will be charged reasonable courier costs, depending on the urgency of the situation and how quickly you need a set of keys to be given to you, and how far the keys need to be sent. For example, the keys could be delivered by your Host, or by vehicle courier, or by certified post.

5. If you still have access to your postbox (i.e. you haven’t lost that key) then we can send a replacement key set to your home by certified post. Or alternatively, we could send the replacement key set to your office, or send it to your friend or neighbour’s home, for you to collect from them.

6. If there is no replacement key set available, you will also be further charged locksmith costs if a lock has to be changed in order to gain access, because in such (rare) cases, a new lock will be fitted and new keys issued.

The following steps should be followed for a lost fob/card:

1. Check whether it is truly lost, or can it be recovered, e.g. if it have been lost somewhere in your building, maybe building staff can help find them. (To avoid any further costs, delay, or inconvenience to you.) If it cannot be recovered, are there other fobs/cards available to you (e.g. from flatmates) which you can use to make copies to replace the missing ones?

2. If you cannot recover or replace the fob/card by yourself as described above, please report the issue issue via our Guest Help Form. We will need to know the KE tag number that the lost fob/card belonged to. Please also inform us what kind of fob it was, e.g. building door, or parking gate, etc.

3. We will assess the situation and help provide replacements. The replacements could come from your Host, or from building staff, or from a third-party supplier.

4. To deliver the replacements to you, you will be charged reasonable courier costs, depending on the urgency of the situation and how quickly you need it, and how far it has to be sent. For example, the delivery could be by your Host by hand, or by vehicle courier, or by certified post.

5. If you still have access to your postbox (i.e. you haven’t lost that key) then we may send replacements to your home by certified post. Or alternatively, we could send the replacements to your office, or send it to your friend or neighbour’s home, for you to collect from them.

6. The lost fob or card will need to be deactivated by building staff as soon as possible as a safety precaution against intruders.

You can courier the key set back to your Host, or to our office/key store, using a ride-hailing app such as Uber or Bolt, for example.

You can also hand-deliver the key set to our office, or to your Host if you arrange to meet up with them.

If you wish to send it by post, please use Royal Mail Special Delivery, and pack the parcel securely with sellotape so the keys do not rip through thin envelopes and fall out during transit.

Please use the method most convenient for you after discussing with your Host.

We will provide as many sets of keys as there are people named as living in the property in the rental contract. If more sets are required beyond this, for example for a cleaner who visits regularly, then the cost for additional key/fob copying will be yours to bear.

Please bear in mind that for many properties the keys will be of a special security type, and cannot be easily copied by you. Sometimes only a particular security company can issue copies, and we may have to consult with building staff in order to obtain key copies.

Kindly the key copying request via the Guest Help Form ASAP, and we can advise you best on the way forward for your particular property’s type of keys.

Report the issue through our Guest Help Form, and try to minimise using it until a contractor can attend to investigate. It could be a door handle issue, a poorly cut key issue, or it could be a lock issue.

Let us, and also any building staff know, if you are unable to securely lock the property. If the property is left unsecure with no-one inside, this could be a security risk and breach of insurance policy requirements, so this needs to be avoided and the door secured at all costs.

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