Help and Support

• If you've lost the keys to your home, garage or post box, then you'll need to get a locksmith to help gain entry, as this is your responsibility 
• If you've lost the key to your communal door, please speak with a neighbour to see if you can borrow their key, so you can get a copy cut 
• If you've lost your keys due to a crime, please call 101 to report the crime and receive a Crime Reference Number (CRN). Then get in touch and our customer experience team can help

• If you've snapped your key in the lock then you'll need to get a locksmith out, as this is your responsibility 
• If you're unable to pay for this, then we may attend and recharge you the cost of the repair 

• If you've locked yourself out of your home, garage or post box, then you'll need to get a locksmith to help gain entry, as this is your responsibility 
• If you're unable to pay for this, then we may attend and recharge you the cost of the repair

• On the day the tenancy starts we'll give you a code to access a key safe at the new home
• You’ll be able to get the keys and move into your home at a time that suits you
• Please leave the key safe where it is, we’ll be back within a couple of weeks to remove it

• A key safe will be installed by our Empty Homes team, please do not post any keys. The code for the key safe will be included in your tenancy termination letter that you will get in your notice period
• If keys don't fit in key safe, leave at least one front door and one communal key/fob in the key safe
• If you lose any keys, we don't hold any spares, all keys are given to customers

Keys can be posted through the letter box in our Basingstoke office 56 Kingsclere Road, Basingstoke RG21 6XG, or posted if sent by recorded delivery or registered post​​​​​​

• In our blocks we have communal cupboards where the utility meters are stored. These should be locked and should not be used for storage 
• If you need the cupboard unlocked, for example for a meter reading or change of supplier, get in contact with us
• Please let us know the date and time that you need the cupboard unlocked and a Neighbourhood Officer will arrange for this. For more information on your neighbourhood officer, check out our neighbourhood officers page
• We ask for 10 working days notice, however if you need it sooner, we will try to do it sooner where possible 

If the key is lost or broken it is your responsibility to get a replacement, you can get new ones from most DIY stores.
We only provide window keys if they have been left by the last customer. Sometime none are left, but we will leave your windows unlocked so you can use them.

We don’t provide keys for lofts, as lofts aren't covered under a tenancy, so we don't allow access to them.

If you’ve lost or misplaced your key fob, there may be a charge for a replacement.
You won’t be able to request a new key fob through your Online Account, as we need to carry out a few checks first.
For more information on key fobs, check out our key fobs page here.

If you’re having issues with your key safe, check out our key safe page here.

We don’t hold spare keys for your home. If you need a replacement, you’ll need to borrow a neighbour’s key or use another spare to have a copy cut.
Some keys include a security code. If yours does, please contact us and we’ll arrange a letter for you to take to a locksmith so they can cut a new key.

We don’t provide gas meter keys, as this is your responsibility. Gas meter keys can be purchased from most DIY shops and isn't something we supply.

We don’t provide radiator keys, as this is your responsibility. Radiator keys can be purchased from most DIY shops and isn't something we supply.