01Explain what is preventing entry
A missing key is different from a key that is present but will not operate the lock. Say whether the door is simply closed or locked, and whether another lock is engaged. If somebody is arranging help on your behalf, explain who will meet at the property and confirm authority to enter. Call for immediate availability rather than relying on a form submission for an urgent visit.
02Decide what should change after access is restored
Consider whether the missing keys could be associated with the address and which entrances are affected. Opening the door will not prevent those keys being used again. Ask about suitable replacement hardware and the keys supplied, keeping that decision distinct from the entry work. For a shared entrance, contact the responsible building manager before requesting a change.