Urgent tenant guidance

Locked out of your home?

First make sure everyone is safe. Call 999 if someone inside is in immediate danger; a routine lockout is not itself a reason to call emergency services.

Urgent? Call, don’t wait for an email.

For fire or immediate danger to life, call 999. For managed-property repairs, call Tenant Link on (023) 8036 6555 and follow the answerphone when the office is closed.

Call 999 Call Tenant Link

Spare keys during office opening hours

If you have lost your keys or locked yourself out during office opening hours (Monday–Friday), Tenant Link’s published guidance says you may collect a spare key by leaving a deposit, bank card or similar security item. The item is returned when you return the office’s keys. Call before travelling to confirm availability and an acceptable deposit arrangement; ask for an alternative to leaving a bank card. Tenant Link only holds keys for managed properties. It cannot provide this service for Let Only properties where you pay rent directly to your landlord; contact your landlord instead.

Lock malfunction outside working hours

For a Tenant Link-managed property, the original guide directs tenants locked out because of a malfunctioning lock to We Are Locksmith on 023 8033 6468, or their own locksmith. Call (023) 8036 6555 and follow the answerphone to check current arrangements where possible. Agree the price and explain that you are a tenant before work starts. The published policy says you will need to cover the cost, and that reimbursement will be given on production of an invoice detailing that the lock malfunctioned. Retain the itemised invoice and evidence of the fault, and confirm reimbursement arrangements with Tenant Link.

Published Tenant Link lockout policy

Lost keys, costs and security

Tenant Link’s published guidance says you are responsible for all costs associated with lost keys or where the locksmith finds no malfunction. Ask about the applicable costs and your tenancy terms; charges must comply with current law. Do not force entry, climb into unsafe places or attempt work that could damage the property. Tell Tenant Link or your landlord about replacement locks/keys so the property remains secure.

Maintenance and emergency overview

Need a person?(023) 8036 6555 lettings@tenantlink.co.uk