Identify the door and the person responsible
Being inside the building but outside your flat is a different situation from being unable to enter the shared lobby. Give the flat number as well as the street address, and tell us whether you are an owner, tenant or authorised representative. Contact the managing agent about shared-door faults before arranging alterations that affect other occupants.
Keep security changes separate from fire-door approval
Westminster's housing guidance highlights the importance of flat entrance doors and clear escape routes. If your door is a fire door, tell the person assessing it before new hardware is proposed. Do not remove a closer or add improvised locks to solve a fault. Ask the responsible building manager about requirements; a locksmith enquiry is not a fire-door certification service.
Explain whether the property can be left secure
Tell us if the door will not latch, will not lock, or will not release from inside. Describe any damage and whether another safe exit remains available. For planned work, agree the person who will provide access and approve the quote. For an urgent problem, confirm current attendance availability rather than relying on the postcode to predict arrival.
Before you call
Can you change a shared entrance lock on my instruction?
The authority of the person responsible for the shared entrance needs establishing first. Contact the managing agent or landlord and explain the fault, including whether other occupants are affected.
Can I add another lock to a flat fire door?
Do not assume that additional hardware is suitable. It can affect the door or means of escape. Ask the building's responsible person to confirm the permitted specification before alterations.
The door will not open from inside. Is that just a routine repair?
Explain that you cannot exit when you call. If there is immediate danger, contact the emergency services first. Do not climb from windows or attempt a risky exit while waiting for locksmith advice.