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I've lost my keys

🔍 Problem identification

  • Type of loss:

    • Lost keys (room keys, accommodation keys, entrance door keys)

    • Theft

    • Available spare key

  • Points to specify:

    • Place of loss

    • Circumstances

    • Other possible access

    • Identified risks

⚡ What to do?

  • Immediate actions:

    • In case of theft:

      • File a police report

      • Contact your flatmates to access the accommodation - their contact details can be found in your client portal

      • Contact Colonies to arrange replacement

      • Secure the accommodation

    • In case of loss:

      • Check all possible places (bag, clothes, washing machine, furniture...)

      • Contact your flatmates to access the accommodation - their contact details can be found in your client portal

      • Contact Colonies to arrange replacement. If you're locked out, contact us during office hours (Mark as Urgent).

  • Do not:

    • Do not force the lock without authorization, many residences have a specific key system and must not be modified. This could require changing all keys!

    • Do not attempt break-in

    • Do not make unauthorized copies

📱 How to report the problem?

  • Through your tenant portal:

    • Category: "Technical Assistance - Locks"

    • Specify:

      • Circumstances of loss

      • Type of keys lost

      • Urgency of situation and available short-term solutions

  • Documents to provide:

    • Police report (if theft)

    • Requester's identity

⏰ Intervention timeframes

  • Urgent situation if you're locked out:

    • Possibility to collect a spare key at head office if available - Do not go there without

    • Temporary solution possible by borrowing a general pass for the accommodation or residence

  • Standard replacement:

    • Dependent on supplier responsiveness and key availability

💰 Who covers the costs?

  • Tenant's responsibility:

    • Key replacement

    • Lock change if necessary

    • Intervention costs

    • Any intervention performed without written authorization from Colonies

  • Insurance possible if your contract provides for it (in flatsharing):

    • Check your contract

    • File a claim

    • Keep invoices

⚠️ Warning

  • Prevention:

    • Keep your spare key in a different place from your daily keyring

  • Response:

    • Contact our Emergency services if you live in Coliving, are locked out and need urgent access to your accommodation - we will try to help you.

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