What should I do if I get locked out of my apartment?

If you are locked out, use the building’s verified resident support or emergency contact. We will explain what access assistance is available for your development.

Before calling

• Check whether another named tenant has a valid key.
• Make sure you have not confused a building entrance with your apartment door.
• Have your apartment reference & identity details ready.
• Explain whether the key is lost, inside the apartment or not working.
• Tell us if someone is in immediate danger.

Do not force a door, damage a lock or rely on an unverified locksmith claiming to represent the building. If urgent entry is needed because of an emergency, contact the relevant emergency services.

Out-of-hours assistance may operate differently from daytime reception. We will tell you the applicable options & whether a lawful charge applies, such as a reasonable evidenced cost for a lost key in England.

If the problem is a faulty lock or fob rather than something you caused, we will treat it as a repair issue.