Tell the property contact and explain the security concern
Notify the agent or rental provider promptly in writing. Identify which key is missing, whether it identifies the property, and whether other keys or access devices remain secure. If there is an immediate security risk, ask what urgent steps are authorised and who will arrange them.
Do not change or replace a lock without checking
Locks and access devices may be subject to the agreement and jurisdiction-specific rules. Do not alter a lock, copy restricted keys or arrange locksmith work without checking the applicable requirements and obtaining any required permission, except where emergency law or safety circumstances apply. Seek local advice if urgent security action is disputed.
Ask for the basis of any requested payment
Request an itemised explanation and supporting invoice or quote, and keep your communications and receipts. Do not assume a stated amount is automatically payable or that there is one national key-replacement fee. For advice about liability, check the official tenancy authority and a qualified adviser for the property’s location.
Use official local tenancy resources
NSW renters can start with NSW Government renting guidance; Victorian renters with Consumer Affairs Victoria; Queensland renters with the Residential Tenancies Authority. Procedures differ elsewhere. A cleaning service has no role in deciding key or lock liability.
