Knowledge base · Technical note
What to do when a tenant loses a key
It happens every week at most facilities, and it is usually handled from memory. A written policy makes it faster, cheaper and more consistent.
Decide the policy before the event
The moment a tenant reports a lost key is the worst time to invent a policy. The decision depends on the keying structure, and that was fixed at production — so the policy has to be written at the same time as the key plan.
Three options, and what each costs
| Option | What happens | Cost | Exposure |
|---|---|---|---|
| Accept it | Note the loss, take no hardware action | None today | Whoever holds the key has access until move-out |
| Replace the cylinder | Fit a new cylinder to that unit | One cylinder, plus staff time | Only that unit is affected |
| Rekey the group | New cylinders for the keyed-alike group | Every cylinder in the group, plus new keys for every tenant in it | Group is secured |
What your keying structure already decided
If units are keyed different, a lost key is a one-unit problem — and a replacement cylinder is a proportionate response. If units are keyed alike in groups, the same lost key exposes the whole group (keyed alike compared with keyed different). That is the trade-off you accepted for convenience when you chose keyed-alike.
Neither is wrong. What is wrong is not knowing which one you bought.
Keeping replacement cheap
The cost of a lost key is mostly the rekey, not the hardware. Two things keep it down:
- Stock spare cylinders at the site's specification, so the replacement does not wait on a production run.
- Keep the key plan on file with the supplier, so a replacement cylinder is produced to the same keying rather than to a new one.
A policy that fits on one page
Write down: what the tenant is charged, whether the unit is rekeyed immediately or at move-out, who authorises it, and what happens if the key turns up later. One page, posted where staff can see it, removes most of the debate.
Confirm it on your own doors
Send a door photo, the cylinder size or the mounting dimensions. We confirm fit with a physical sample before you commit to a quantity.
What readers ask next
Applying the policy in practice.
How do we keep replacements cheap?
Hold spares on site and file the original keying record alongside the order. A replacement then follows the original specification instead of becoming a new keying decision.
Does a lost key always mean rekeying the unit?
Not always. It depends on the keying structure and who else holds a key to that unit, so tell us the structure and we will confirm what the loss actually exposes.
Can we restrict key duplication?
Yes, if the keyway and keying plan are set up for it from the start. That decision is made before the cylinders are cut, so raise it while the key plan is being drawn.