What would you do if it’s 3 am and you’ve lost your house keys?  Ring your agent?  Do you think they would answer?

If you’re renting a property from us and lock your keys inside or lose them after hours what do you think should be done in this situation?

• As your Agent should we go to the property to let you in?
• Charge you a call out fee or not?
• Recommend you get a locksmith?

This will all depend on the situation at the time, we are here to help wherever we can depending on the circumstances.

Over the years we have experienced many different situations that have lead to various outcomes.

Our procedure on this is outlined in our agency policy and given to our tenants so they are aware of their obligations and what will happen in the event they lose their keys or lock themselves out. This makes for fewer problems when this situation arises.

Sometimes we are in a position to be able to get the keys to our tenants however there are other times where it’s just not possible for us to assist and therefore our tenants must engage a locksmith.  If locks are changed you must supply a copy of these keys to us.

There are times where we can help our tenants, however, sometimes to get there is a major upheaval and it may be agreed at the time that a call out fee should be charged for us to come out which is usually less than the cost of a locksmith but enough to cover our time.

In closing, there are varying different opinions on this subject and our agency treats each issue case-by-case depending on the situation and circumstances.

Remember if you lose your keys or lock yourself out, our policy for handing out keys is that if we are in a position to be able to do it for our clients we will, however, if we are not available you will have to get a locksmith or pay a call out fee so it’s wise to have a backup plan in place.

If you are one of our tenants and this happens to you or you have an issue with accessing your property or keys please call us on Ph: 1800 373 262

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