Advice & FAQ.
A few answers
before you call.

Yes, we offer 24/7 emergency callouts. Call with your full postcode and tell us what has happened, so we can confirm availability and an estimated arrival time.

We give an estimated arrival time when you call. Your address, traffic and current jobs all affect the journey. We’re based in Shepherd’s Bush and cover West London and selected surrounding areas; there is no fixed arrival time for every callout.

We ask for identification and evidence that you are entitled to access the property before opening it. If your documents are locked inside, tell us when you call so we can discuss how access can be verified. Knowing what is inside the property is not enough on its own.

We aim to use a non-destructive method where the lock and circumstances allow it. Some faults or lock types need a different approach. We assess the options and explain any work that may involve drilling or replacement before proceeding; damage-free entry cannot be promised for every job.

Yes, our locksmiths are DBS checked. If you have particular requirements for a managed property, workplace or care visit, mention them when booking.

We don’t add hidden call-out charges. We explain the charges for the work and parts before starting. Ask what the estimate includes, and let us know if the job changes. Our price guide is a starting point; the cost depends on the work needed.

We accept cash, cards, bank transfers and payments over the phone. We can send your receipt by SMS or email. Tell us before the visit if you need particular invoice details for a business or managed property.

Yes. We work on homes, shops, offices and managed properties, including landlords’ communal areas. See our residential services and commercial services, or tell us about the property and the job.

We cover the 26 areas listed on our Areas We Cover page, including West London, Hounslow, Staines-upon-Thames and Windsor. Call with your complete postcode to confirm availability for the address. If your area is not listed, ask us before booking.

A night latch usually has a lock case on the inside face of the door and a latch that catches when the door closes. A mortice lock sits in a recess cut into the edge of the door; a mortice deadlock has a bolt operated by a key. The suitable combination depends on the door and your requirements, rather than every property needing the same arrangement.

We repair and replace faulty uPVC locks, mechanisms and handles. A stuck handle can be caused by alignment, the gearbox or another part of the mechanism, so it needs checking. Don’t force the handle or key. Tell us whether the door is open or closed and whether it can be locked. Read more about multipoint door locks.

Our work includes brands such as Yale, Chubb, Union, ERA, APECS, Ultion, EVVA, Banham and Mul-T-Lock. The choice depends on the existing fitting and what you need from the door. We discuss suitable options and availability before installation; see examples in our work gallery.

Not always. Depending on the lock, changing the cylinder or replacing or reconfiguring suitable internal components may provide a new set of keys while retaining other fittings. We check what is possible and make sure you understand which keys will work afterwards.

We can assess the lock and use extraction tools where appropriate. Avoid pushing another key or tool into the keyway, as this may make removal harder. Tell us whether the door is locked and whether any part of the broken key is visible. A damaged lock may also need repair or replacement.

BS 3621 is a British Standard associated with thief-resistant, key-operated locks. On a certified lock, look for the BSI Kitemark and the standard number, often on the faceplate at the edge of the door. A brand name or a five-lever description alone does not establish that a lock meets BS 3621. If you’re unsure, send a photo and any requirements from your insurer.

If your door uses a euro cylinder, ask about a suitable tested replacement, such as a three-star TS 007 cylinder. The size, fitting and door hardware matter too. We can discuss the options for your door; no lock makes a property burglar-proof. See our lock fitting guidance.

Yes. We can look at the existing locks and fittings with you and discuss practical changes. Tell us about any troublesome doors, lost keys or access arrangements you want to change. A locksmith visit does not replace advice from your insurer or a formal fire-safety assessment where one is needed.

Check your policy wording or ask your insurer which specification applies to each door or window. Requirements differ, and “insurance-approved” is not a universal label for every lock. Send us the wording and a photo of the existing fitting. We offer British Standard locks where appropriate and other suitable options agreed with you; your insurer decides whether a particular arrangement meets the policy.

It is sensible to review who may still have working keys. Changing suitable locks or cylinders can give you control of the new set. If you rent, check the arrangements with your landlord or managing agent before booking alterations.

Yes, compatible locks can sometimes be supplied keyed alike, so one key operates them. This is different from a master key suite, which can give different users access to different doors. Tell us which doors are involved and who needs access so we can check the options.