Lockout emergency. Should I be reimbursed?

JamesMckk

Last week, I had stepped out of the flat briefly while taking a shower, and the door accidentally shut behind me. I was left standing outside in the hallway in just pyjama bottoms, with no shoes, phone, or wallet — completely vulnerable, wet, and unable to contact anyone or travel anywhere. A kind neighbour stepped in to help and called the letting agency on my behalf.

The first person we spoke to hung up mid-call, which was extremely rude and unprofessional. The second person insisted the only option was for me to travel to their offices to collect the spare keys — something that was simply impossible given my state. No other practical assistance was offered beyond a vague mention of a courier without a specified timeframe. They would not consider couriering these keys to me with an Uber. Uber do indeed offer a courier service. As the agency could not deliver the keys as the travel time would be an hour each way, they suggested I call a locksmith.

My neighbour helped call a locksmith before they left for work. When the locksmith spoke with the office, it was confirmed that no key collection could be arranged and that he would need to proceed by drilling the lock. At that point, it became clear that this was my only viable option to regain access to the property. 

I was only able to pay the locksmith thanks to friends I contacted after finally getting back inside. Had I not been able to borrow that money, I would likely still be locked out. It was an extremely distressing experience, and I felt completely unsupported by the agency throughout. Despite knowing the seriousness of the situation, the team showed no urgency or basic empathy.

The tenancy agreement only states that tenants may be responsible for the cost of lost keys. However, this was not a case of lost keys.  This was an emergency where no flexibility or reasonable solution was offered to help me safely access my home.

I’ve been a tenant at this property for nearly ten years. I have always taken care of the flat and adhered to the agreement. This experience left me feeling not only completely let down by the agency, but the complete lack of empathy was shocking and inexcusable. Was it expected of me to walk to the offices barefoot, in just my pyjama bottoms? Several times, I stated on the calls that I was without access to money or my phone, as it was inside the flat. If I had walked the 4.3 miles,  would they give out keys to someone in that vulnerable state who turned up at their offices without identification. 

I've asked them for a reimbursement for the cost of the locksmith but they have said no. 

What are your thoughts on this situation? Am I entitled to reimbursement, if not all, part of it?

MeteredOut

I can't see why the landlord would be liable for your unfortunate mistake. Check any home insurance policy you have, but I suspect that won't cover it either.

elsien

You are probably not going to like my thoughts, which are that you locked yourself out so you should bear the cost of getting yourself back in again. The letting agent is not an emergency service for your error. 

“I was only able to pay the locksmith thanks to friends I contacted after finally getting back inside. Had I not been able to borrow that money, I would likely still be locked out.”

It’s also sounds like that you managed to pay once you were back inside, so I’m unclear why you needed to borrow money from friends once you had access to your flat again? Or why you  go on to say you would still be locked out otherwise.

la531983

Nothing to add to the above two. Your fault, sadly.

Puddings

I would agree this is not a landlord/agency expense but wanted to add that I had similar happen and have since added a key safe to the wall outside my flat to hold a spare key in case I accidentally do it again.. 

elsien

I also have a keysafe because I’m always locking myself out, but that may not be an option for a rented flat. 

ellenvan

Definitely not the landlords problem.
They could however have been a little more sympathetic.

saajan_12

A lettings agency is an agent of the landlord, to handle day to day things the landlord is responsible for. You seem to be assuming they are a general support service for you, which is incorrect.

While they could have helped or been more empathetic more on a human level, legally they had zero responsibility contractually. Not nice deserves a poor review maybe, but no reimbursement. 

The proximate cause was you locking yourself out, and the costs are nothing to do with the landlord - if they didn't have spare keys then you still would have faced the same cost of a locksmith. Your payment methods for the locksmith etc are nothing to do with them, its exactly the same as what would have happened if it was your house. 

kazwookie

Keysafe somewhere if possible.

Good job you had bottoms on, could have been worse and been naked  ~ seen that when I use to work for a budget hotel ~ guest naked out of bathroom turned left opened door into corridor, door closed behind him, he had to come to reception. I didn't know where to look except passed him a towel to cover up . 

DE_612183

why did you leave the flat "briefly"?

can't see any reason for this.

as others have said - sorry but this is on you no one else.

DullGreyGuy

JamesMckk said:

Last week, I had stepped out of the flat briefly while taking a shower, and the door accidentally shut behind me. I was left standing outside in the hallway in just pyjama bottoms, with no shoes, phone, or wallet — completely vulnerable, wet, and unable to contact anyone or travel anywhere. A kind neighbour stepped in to help and called the letting agency on my behalf.

The first person we spoke to hung up mid-call, which was extremely rude and unprofessional. The second person insisted the only option was for me to travel to their offices to collect the spare keys — something that was simply impossible given my state. No other practical assistance was offered beyond a vague mention of a courier without a specified timeframe. They would not consider couriering these keys to me with an Uber. Uber do indeed offer a courier service. As the agency could not deliver the keys as the travel time would be an hour each way, they suggested I call a locksmith.

My neighbour helped call a locksmith before they left for work. When the locksmith spoke with the office, it was confirmed that no key collection could be arranged and that he would need to proceed by drilling the lock. At that point, it became clear that this was my only viable option to regain access to the property. 

I was only able to pay the locksmith thanks to friends I contacted after finally getting back inside. Had I not been able to borrow that money, I would likely still be locked out. It was an extremely distressing experience, and I felt completely unsupported by the agency throughout. Despite knowing the seriousness of the situation, the team showed no urgency or basic empathy.

The tenancy agreement only states that tenants may be responsible for the cost of lost keys. However, this was not a case of lost keys.  This was an emergency where no flexibility or reasonable solution was offered to help me safely access my home.

I’ve been a tenant at this property for nearly ten years. I have always taken care of the flat and adhered to the agreement. This experience left me feeling not only completely let down by the agency, but the complete lack of empathy was shocking and inexcusable. Was it expected of me to walk to the offices barefoot, in just my pyjama bottoms? Several times, I stated on the calls that I was without access to money or my phone, as it was inside the flat. If I had walked the 4.3 miles,  would they give out keys to someone in that vulnerable state who turned up at their offices without identification. 

I've asked them for a reimbursement for the cost of the locksmith but they have said no. 

What are your thoughts on this situation? Am I entitled to reimbursement, if not all, part of it?

You were the author of your own misfortune and so its your cost to carry. 

A Home or Tenant Emergency insurance MAY have covered it but that comes down to if you have such a policy and its particular terms.