Separate the immediate security problem from who ultimately pays. The response depends on whether keys are lost, stolen, broken or unavailable because of a lock defect.
Assess security
- Ask whether the missing key can be linked to the address and whether the home can be secured.
- Confirm the identity and right of the person requesting access before releasing a spare.
- Treat a threat, burglary or domestic-abuse concern as more than an ordinary replacement-key request.
Arrange the work
- Use a suitable locksmith and check any building master-key, fire-door or lease requirements.
- Preserve lawful access for all entitled occupants while handling a safety concern with appropriate advice.
- Record new keys and access arrangements securely.
Decide the cost separately
- Check whether the cause was tenant loss, wear, a defective lock or another event.
- Use the actual reasonable cost and the applicable legal basis; do not add an automatic administration fee.
- Provide supporting evidence and a route to dispute the charge.
Example: the key breaks in a worn lock
A fictional key snaps because the lock mechanism is defective. Ask the locksmith for findings before classifying the job as a tenant's lost-key charge. The invoice description alone may not establish responsibility.
What to do
- Establish the security and access problem.
- Arrange a suitable locksmith or authorised replacement.
- Check the evidence and permitted-payment rules before charging.
Evidence to keep
- Report, locksmith findings, authorisation and invoice.
- Key handover and any lawful charge calculation.
Sources and guidance
- Tenant Fees Act: current statutory guidanceUK Government · checked 20 October 2026
- Tenant letting fees: detailed Welsh guidanceWelsh Government · checked 20 October 2026
- Taking a deposit as a private landlordScottish Government · checked 20 October 2026
- Harassment and illegal evictionUK Government · checked 20 October 2026