Home Lockout Service: getting ready

You stepped out to grab the recycling bin and the door swung shut behind you. Through the glass you can see your keys hanging on the hook by the stairs, exactly where they always are, and the latch has caught.

Worth answering before the call

Is there a second door, a garage entry or a spare key nearby you could use? Is the lock a keypad or smart lock, and does it have any power left? Has anyone already tried to open the door with a card or tool?

My key turns but the door stays locked. What is going on?

A key that spins freely without moving the bolt usually means the connection between the cylinder and the bolt has failed: the tailpiece or cam at the back of the cylinder has broken or slipped, or the internal parts of an older mortise lock have worn. The good news is that this is a hardware fault rather than a lost key, so once the door is opened the fix is a repaired or replaced cylinder and your keys keep working.

What is the difference between rekeying and replacing a lock?

Rekeying keeps the lock you have and changes only the pins inside the cylinder so a new key operates it and the old one no longer does. It suits hardware that is in good shape and simply needs a fresh key. Replacing swaps the whole lock or cylinder for new hardware, which makes sense when the existing lock is worn, damaged, of low grade, or when you want a different style or a keypad. Either can be done during a lockout visit.