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My lock is seized / locked / broken

🔍 Problem identification

  • Type of problem:

    • Stuck lock

    • Blocked lock

    • Key turning with difficulty

    • Broken mechanism

  • Points to check:

    • Lock condition

    • Key condition

    • Visible cause of blockage

⚡ What to do?

  • Immediate actions:

    • Do not force

    • Try gently several times

    • Check for obstruction (piece of paper)

    • Use appropriate lubricant (WD40)

  • Do not:

    • Do not force excessively

    • Do not dismantle or change the lock without authorization. Modifying a lock could require changing all locks and keys.

    • Do not use inappropriate tools

đŸ“± How to report the problem?

  • Through the Intercom chatbot on your tenant space

  • Photos/videos to provide:

    • View of lock

    • Visible problem

    • Key condition

⏰ Intervention timeframes

  • Urgent problem:

    • Quick intervention if you're locked out with urgent need to access your accommodation

💰 Who covers the costs?

  • Tenant's responsibility:

    • Deliberate damage

    • Misuse

    • Intervention needed due to lack of maintenance

    • Lost key

    • Basic intervention (degreasing)

  • Colonies' responsibility:

    • Intervention needed due to break-in / burglary (except in Flatshare where covered by tenants' home insurance)

💡 Good to know

  • Preventive maintenance:

    • Periodic lubrication

    • Regular cleaning

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