Estate agent lost house keys

thewrongtrousers

My house completed a couple of weeks ago. However I have not yet been able to get into the property as the Estate agents have lost the keys. They have promised 3 times to drop them off, failing twice and another time giving me the wrong key.

How should I proceed? I feel they they should pay for a locksmith to change the keys and have suggested this too them. However while the customer service rep seems to think they will cover this they have said that unless the local agent says they are lost they won't cover this. This agent keeps saying he will drop off the keys and doesn't. Should I just change the locks and go the small claims route or is it just better to leave it and win some lose some.

Luckily I wasn't going to be moving in to the house immediately as it needs work but I have to keep delaying builders etc and it will ultimately cost me extra rent bills, should I / can I also small claims for this?

I know some people will say I should change the locks anyway however I was planning on replacing the whole door unit (removing one completely) so will now have to do this twice (it is 6 weeks planning permission and I can't wait that long). It is also more expensive to replace a lock when you can't open the door with the original key.

Any ideas? 

Sandtree

Is the lock key operated on both sides or does it have a thumb screw on the inside? Is it a multipoint locking system or something else? Any other entry points to the property?

Herbalus

I would go to the estate agents in person and say you refuse to leave until they give you the keys.

aoleks

get a locksmith, buy new locks and move on with your life. send invoice to agent, it's not a huge amount.

I can't believe you would continue to wait for some keys as opposed to getting access and starting work. those delays cost you more than a locksmith and a few locks.

Zerforax

I'd probably go to the estate agents offices and then follow them around to all their meetings until they sorted it out.

penners324

Just get a locksmith out....

Then send the bill to the estate agent.

DCFC79

Herbalus said:

I would go to the estate agents in person and say you refuse to leave until they give you the keys.

Do this and either get the keys OR get it in writing the keys are lost.

penners324

You should have done that on day 1

simon_or

It's not the same situation but when it turned out that my Letting Agent had lost the duplicate keys to the house they managed for two years, I had to make a complaint and take it to the TPO before they offered £150 as a "goodwill offer" at the first stage (pre formal review) of the TPO process.

They kept telling me that it's there somewhere in the office but couldn't actually produce it.

DCFC79

OP have you spoken to the manager of the local agent ?

fourmarks

You seem to have been remarkably patient in these circumstances! Others on this forum would have already burnt down the estate agents office and/or dismembered the staff members responsible.

It is a wholly unacceptable situation. Book in the locksmith now, tell the EA you have done so and that you will be giving them the bill. 

My concern would not be the timing of the change of locks, it would be the unwelcoming sight of a squadron of squatters decorating my new home to their taste.

I would also make life for the Estate Agents, specifically their professional reputation, uncomfortable.