Locked out? What to do, and what not to

First, five things to check

• Other doors and windows. Back door, side gate to the garden, a window left on the latch upstairs. Be honest with yourself about whether you can get in safely; climbing is how lockouts turn into A&E visits.
• Who else has a key? A partner at work, a neighbour, a grown-up child, the letting agent. A 20-minute wait is cheaper than any locksmith.
• Is the key actually lost? If it is inside on the hall table, you need entry only. If it is lost or was in a stolen bag with your address, you need entry and new locks.
• Are you a tenant? Your landlord or agent may hold keys and may prefer to arrange the locksmith themselves. A quick call can save an argument about the bill later.
• Does your insurance cover it? Some home and bank-account policies include locksmith cover for lockouts. Worth a look while you wait.

Don't force it

Shoulder-barging a door, prising a window, or trying to pick a lock with a card almost always turns a simple non-destructive entry into a repair job. Modern uPVC doors in particular do not respond well to force: the multipoint mechanism bends, and a job that would have cost the call-out becomes a new lock strip. Sit tight and make the call.

Choosing a locksmith, in the two minutes you have

Search results for "emergency locksmith" are full of national call centres with local-looking names. They take your details, sell the job to whichever subcontractor is nearest, and the price you were quoted on the phone has a habit of growing on the doorstep. A few checks protect you:

• Is it a real local company? Look for a proper address, a landline, a company number and reviews with local place names. Ours are on the about page.
• Get the price before they set off. A reputable locksmith will give you a price on the phone based on your description and stick to it. Be wary of "from £39" and "depends what we find".
• Ask about non-destructive entry. A skilled locksmith opens almost every door without damage. If drilling is the first suggestion, be suspicious.
• Ask for ID on arrival. Any locksmith should carry it.

What happens when we arrive

We confirm the property is yours or you have the right to be there, then open the door using non-destructive methods. In most cases it takes minutes and leaves no trace. If a key has snapped in the lock we remove it and, usually, save the lock. If your keys are lost we can change the cylinders or locks on the spot; we carry insurance-rated locks on the van.

Our hours, honestly

We work Monday to Friday, 9am to 5pm, and we fit lockouts in around booked work wherever we can, usually the same day in Basingstoke and the villages around it. We are not a 24-hour service and we don't pretend to be. If you are locked out at 11pm you will need someone else tonight; if it is 11am, call 01256 242043 and we will tell you straight away how soon we can be with you.

Questions we're often asked