Locked Out / Lost Key

What to Do if You Are Locked Out or Lose Your Keys

Getting locked out can be a stressful experience, but don't panic. This guide explains how to regain access to your home and what the costs might be.

Important: This guide is for tenants living in properties managed by Purple Frog. If you pay your rent directly to your landlord, you will need to contact them instead.

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Do We Have Spare Keys?

While landlords and agents aren't legally required to hold spare keys, we do keep a set for most properties. However, please be aware that these aren't always available—for example, if they are currently out with a contractor.

If we do not have spares available and you need to get into your property, you will need to call a locksmith.

• You will be responsible for the locksmith’s costs.
• You must provide replacement keys to your housemates and a new spare set for Purple Frog.

How to Get Back In

During Office Hours

If we have a spare set available, you can borrow them from your local Purple Frog office for free.

Visit the office during our standard working hours.

Bring a copy of your ID, which we will keep while you have the keys.

You must return the borrowed keys to our office within 24 hours.

Outside of Office Hours

If you are locked out while the office is closed, call your local branch and select option 7. If there is no answer initially, please leave a voicemail and try calling again shortly after.

Call-out Charges: There is a minimum charge of £50 for a member of staff to meet you with spare keys. This must be paid on the day. If the call-out is after 10 pm, the charge rises to £75 or more.

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If You Have Lost Your Keys Permanently

If your keys are lost and not just locked inside, you have two options depending on the type of lock your property has:

1. Standard Keys

You can borrow our office spares (following the "During Office Hours" process above) and take them to a local shop to have a duplicate cut at your own expense.

2. Suited or Restricted Keys

Some properties use "Suited" keys (jargon for a master key system or high-security locks). These cannot be cut at a standard high-street cobbler.

• We must order these specifically from a specialist.
• The cost for a replacement is typically £25 or more per key.

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Summary of Fees

| Scenario | Service | Cost | | :--- | :--- | :--- | | During Office Hours | Borrowing office spares | Free (ID deposit required) | | Out of Hours | Staff call-out (before 10 pm) | £50 minimum | | Late Night | Staff call-out (after 10 pm) | £75 minimum | | Replacement Key | Restricted/Suited key order | £25+ per key | | Locksmith | Emergency entry | Variable (paid to locksmith) |