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.

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 friendly neighbours in your building can help you get back into your home, if you have simply locked yourself out by mistake.

If neighbours cannot help you, you will be charged reasonable courier costs for temporary provision of another key set by us, depending on the urgency of the situation and how quickly you need a set of keys to be given to you.

If your key set has been truly lost, you will also be further charged. You will need to confirm to us which key set (i.e. which KE tag number) was lost. This cost may also include locksmith costs if the lock has to be drilled in order to gain access back into the property, and new locks fitted and new keys issued.

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 reasonable courier costs if we have to temporarily provide you another key set (depending on how urgently that needs to be done). You will also be 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 meet, and collect the replacement fob from, your Host.

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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