Losing the keys to your home can be much more than a nuisance and should always be taken very seriously. In blocks of flats, you have a responsibility to all your neighbours if you lose the street door key.
If you’ve followed the general advice never to attach any fobs or tags that identify the address, then lost keys are unlikely to turn up again However, if they are also in a stolen bag or briefcase, for instance, there may be enough information for someone to work out where you live, and that can put you at risk of burglary. You need to act fast.
When the loss or theft includes the keys to the shared front door of a block of flats, it will probably be necessary to change the locks and provide new keys for everyone. So, you may want to check that your buildings insurance has you covered for that. Most policies do, but it’s good to check your policy documents or ask your broker.
Also be sure to check the wording on your particular policy as it may only cover theft, not loss. That’s why it’s always worth reporting theft or suspected theft to the police and getting a crime number.
Keys to individual flats
It’s not only loss or theft you have to worry about – it’s just all too easy for someone to lock themself out of an individual flat when the doors are self-closing in order to meet fire regulations. It happens to the best of us and ideally, you will have a friend or neighbour who holds a spare key to let them back in.
Failing that, as a leaseholder you will have to call a locksmith at your own expense It is your responsibility, not the freeholder’s or managing agent’s, to resolve the issue.
If the block has an out-of-hours emergency assistance insurance policy in place, you can request urgent help without having to worry about call-out charges.
What can a locksmith do?
Locksmiths usually don’t break the lock and can cut a new key for an existing lock for you, even though you don’t have the original. This is usually the least expensive option. However, if you’re concerned that someone might use your lost keys, you can change your locks.
A locksmith will not be able to open the shared street door at the request of the leaseholder, because it’s not yours to give permission for. So, if you’re locked out, you’ll be relying on someone else in the building to let you past the main door.
You can find a reputable locksmith from the Master Locksmiths Association. They can also help with jammed locks or when a key is so worn it just stops working.
Once you’re back in your flat the drama is still not over: you should tell your managing agent or Residents Management Company at the earliest opportunity about the loss or theft of the main entrance door key. They will likely then want to change that lock and issue new keys to all residents. The good news is that it will probably be covered by the building’s insurance.
Do be aware that losing your keys and not changing your lock could invalidate your contents insurance. If a thief or vandal uses your lost key to enter your home, you may not be able to make a claim.
Out of hours assistance
We mentioned emergency assist policies above and it’s always worth thinking about how useful they are for blocks of flats because they help with so many scenarios and the emergency phone line is there for all leaseholders 24/7.
Our group emergency assist can cover individual leaseholders for the cost of replacing the only available keys to gain access to their property, so you don’t have to worry about expensive call-out charges.
On top of that an emergency assist policy offers peace of mind of knowing that emergencies in shared areas or individual flats can be dealt with promptly, whenever they arise. This can be especially important with plumbing emergencies! One call to the helpline and you’ll get practical advice on what to do and, if necessary, a qualified contractor will be sent out. It’s also there to help with failures in heating systems or water supply and drainage, etc. Most incidents are covered up to £500 each, enough to manage the immediate emergency.
Wherever possible, a contractor sent to help will make a full repair, but the main point is to make the building safe and prevent further damage. As you would expect wear and tear and problems caused by lack of maintenance are not covered.
Surely its worth at least getting a quote?
The moral of this tale?
Have a “key buddy”, a friend relative or neighbour living nearby who has spare keys.
Look after your locks – a broken lock will keep you out just as much as not having a key at all! Keep them oiled and get the locksmith in of they start to stick or resist turning. Replace worn old keys or badly cut new keys.
Ask for back up – will your management company arrange an emergency assist policy alongside the buildings insurance?
Never forget to tell the agent if you lose a main door key, even though you may have a spare. You never know who has the lost one and changing the lock is a relatively easy process.
Find out more about our blocks of flats insurance here.
Read about our group policy offering 24/7 assistance for all leaseholders here.
Disclaimer:
The sole purpose of this article is to provide guidance on the issues covered. This article is not intended to give legal advice, and, accordingly, it should not be relied upon. It should not be regarded as a comprehensive statement of the law and/or market practice in this area. We make no claims as to the completeness or accuracy of the information contained herein or in the links which were live at the date of publication. You should not act upon (or should refrain from acting upon) information in this publication without first seeking specific legal and/or specialist advice. Arthur J. Gallagher Insurance Brokers Limited accepts no liability for any inaccuracy, omission or mistake in this publication, nor will we be responsible for any loss which may be suffered as a result of any person relying on the information contained herein.
FP171-2025