Use the daily routine to describe the fault
Does the key catch when you leave, or does the nightlatch fail to hold after someone comes home? Is the problem constant, or only noticed by one person using a particular key? These observations help describe the issue without dismantling anything. Mention any recent difficulty closing the door as well, because a lock complaint can involve the surrounding fittings.
Plan a move-in change around the handover
If you are taking responsibility for a flat or small business premises, note which keys and doors are included. A private front door may need a different arrangement from the building's shared entrance. Confirm the necessary authority and who can be present for the visit. Existing wear is worth reporting even when your main reason for changing locks is uncertainty about old keys.
Know when the enquiry is urgent
If the door will no longer open or cannot be locked, explain that immediately on 020 3519 9290. PrimeKey London offers 24/7 emergency support, with attendance depending on the address and current workload. For a door that still operates, discuss a planned assessment. Repair and replacement options are guided by the fault, with a clear quote before work starts.
Choose the help you need
Before you call
Have your postcode ready and explain whether the door opens, whether the key turns and whether you can secure the property. For shared buildings, tell us about concierge arrangements. An adult authorised to request the work should be available.
We discuss availability and the quotation before proceeding. Read our guide to locksmith quotes for the questions worth asking.