My Apartment Keys Are Lost ! Who Do I Call?

Losing your apartment keys can quickly turn a normal day into a stressful one especially if you live in a strata-managed building. Whether you’re locked out or simply can’t find your keys, knowing who to call (and what your responsibilities are) can help you act quickly and avoid unnecessary costs. 

Here’s a practical breakdown of what to do if you’ve lost your apartment keys, with real-life examples to make things clear. 

Step 1: Contact the Building or Strata Manager First 

In a strata complex, your first call should usually be to the building manager or strata manager. They may have spare keys for access to your apartment (depending on the building’s policy) or can advise on the next steps. 

Example: 
Sarah, a tenant in a high-rise in Parramatta, lost her keys on a night out. She called the building manager, who confirmed they had a master key for emergency lockouts. After verifying her identity, he let her into the unit. She was charged an after-hours call-out fee. 

Tip: Make sure your Owners Corporation has up-to-date contact details for you, including your mobile number, in case of emergencies. 

Step 2: Review Your Lease or Strata By-Laws 

If you’re renting, your lease may outline your obligations around key loss. For example, you might be responsible for replacing both the unit key and the security fob. Owners should refer to the strata by-laws to check who bears the cost and whether spare keys are kept on-site. 

Example: 
James, an owner-occupier, misplaced his mailbox key. He assumed strata would cover it, but the by-laws stated that mailbox locks are the owner’s responsibility. He had to arrange and pay for a locksmith. 

Good to Know: Common area keys (for gates, garages, gyms) are often managed strictly by the Owners Corporation, especially if they’re part of a security system. 

Step 3: Use a Licensed Locksmith, With Permission 

If there are no spare keys available, you may need to contact a locksmith. However, always check first with the property manager, landlord or strata manager. Changing locks without approval can breach by-laws or lease conditions. 

Example: 
Skyler, a tenant, called a locksmith without informing the landlord. The locksmith changed the lock entirely. When the landlord later discovered the change, Skyler was required to pay for it to be restored to the original, approved lock. 

Tip: For apartments with master key systems, only authorised locksmiths can legally work on your locks. 

Step 4: Report Lost Keys Promptly for Security Reasons 

If you think your keys may have been stolen or lost in a way that puts building security at risk (e.g. keys lost with an address tag), you should inform strata right away. This may prompt reprogramming of access systems or even changing locks on common entry points. 

Example: 
Mark reported his keys stolen after a bag was snatched. The Owners Corporation immediately deactivated the lost fob and issued a new one to prevent unauthorised building access. 

Step 5: Expect to Cover Replacement Costs 

Whether you're an owner or tenant, you’ll usually need to cover the cost of replacing lost keys, fobs, and remotes. Some buildings charge set fees for replacements, while others may pass on locksmith charges directly. 

Typical costs might include: 

• Apartment door key: $25 – $100 (depending on the type of key) 

• Security fob: $50 – $150 

• Garage remote: $100 – $200 

• Lock change: $150 – $300+ 

Example: 
Lillian lost her fob and garage remote. The Owners Corporation issued replacements and invoiced her $300. Since she was renting, she forwarded the invoice to her property manager, who confirmed the tenant was responsible under the lease. 

Final Thoughts 

Losing your apartment keys doesn’t have to be a disaster, if you know who to call and what steps to follow. Keep contact details for your property, building or strata manager handy, and make sure you understand your rights and responsibilities, whether you're an owner or tenant. 

Quick Checklist:  

What to Do if You Lose Your Apartment Keys 

• Check again (bag, car, friends’ place, etc.) 

• Call the property, building or strata manager 

• Check your lease or by-laws 

• Call a licensed locksmith (with permission) 

• Be prepared to cover costs 

• Report stolen keys immediately 

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Disclaimer: 

This article is intended for general educational purposes only and does not constitute legal or financial advice. Readers should seek independent legal and professional guidance relevant to their specific circumstances and jurisdiction