Property management
How to implement a lock change and rekeying policy that protects security between tenant turnovers and lost keys.
In property management, a clear lock change and rekey policy minimizes security risks during tenant turnover, outlines responsibilities, and ensures timely, compliant actions that safeguard residents, property, and data.
Published by
Jerry Jenkins
July 29, 2025 - 3 min Read
In any rental portfolio, tenure changes create opportunities for mischief or accidental exposure if access control isn’t managed rigorously. A well-designed lock change and rekey policy serves as a proactive defense by standardizing procedures, timelines, and communication channels. It should specify who is authorized to request changes, who can approve them, and what records must be kept. The policy must also delineate the steps for immediate response when keys are reported lost or stolen, including temporary access controls and temporary suspensions of certain entry methods. By codifying these actions, landlords and property managers reduce liability and reassure tenants that their safety is the top priority.
A robust framework begins with a clear definition of ownership and responsibility during turnovers. Different roles—property managers, maintenance staff, and security coordinators—should have distinct, auditable duties. The policy should require a professional locksmith or qualified technician to perform all cylinder changes or rekeying, using industry-standard practices. Documented proof of service, including the date, key codes, and the specific locks affected, must be retained for compliance purposes. Regular audits of key inventories help prevent duplicate or ghost copies from circulating, a risk that increases when turnover processes are inconsistent or poorly tracked.
Define the steps for handling lost keys and compromised access.
Once a tenant departs, a structured sequence helps ensure no access opportunities are left untreated. The policy should require that key handoffs are logged, and all existing keys are accounted for before new occupants move in. If a key is missing, the policy should trigger an immediate lock change or rekeying, with escalation to senior management as needed. This step minimizes the chance that a former tenant or unauthorized person retains functional access. Tenants should be informed about the timing and requirements of the rekeying process, which promotes transparency and reduces disputes about access during the transition window.
The policy should also cover temporary access scenarios, such as urgent maintenance or pet relief visits, while keeping strict control over who holds master or override levels. Procedures for secure key storage while a unit is vacant are essential; metal boxes with tamper-evident seals or digital access logs can deter tampering. In addition, the policy should require notification of residents about upcoming changes, including approximate dates and expected access windows. Clear timelines reduce uncertainty and help tenants plan around essential security activities.
Create a standardized approval and documentation workflow.
When a key loss occurs, time is of the essence. The policy must mandate an immediate incident report to the property manager, followed by a swift risk assessment to determine whether a lock change or rekeying is necessary. If a security threat is suspected, the unit should be treated as high risk with expedited action. Vendors engaged for rekeying should provide a detailed invoice and a certificate of completion, verifying that all selected locks were properly serviced. Maintaining a transparent audit trail supports future inspections and demonstrates due diligence in protecting residents’ safety.
Rekeying versus full lock replacement is a decision that affects cost and inconvenience. The policy should give clear criteria for choosing one option over the other based on lock type, wear, and the potential for non-filed or blank keys in circulation. For example, high-security cylinders might warrant replacements, while standard residential hardware may succeed with rekeying. Tenants should be informed of the chosen method and its rationale to minimize confusion. Regular maintenance history should drive periodic reviews, ensuring that old hardware is retired on schedule and replaced with modern, compliant systems.
Integrate security technologies to enhance accountability.
A formal approval path reduces ambiguity and defends against ad hoc approvals. The policy should specify which signatories are necessary for different scopes, such as a single-unit change versus a multi-unit security upgrade. Digital records, including scanned invoices, service reports, and before-and-after photos, should be stored in a centralized compliance system with restricted access. The workflow must ensure timely execution so that property managers can meet lease deadlines and new tenants can move in as planned. Documented approvals also support insurance requirements and lease compliance audits.
Documentation should extend to residents’ access permissions. Tenant communications should clearly outline what happens, why it happens, and when it will occur. This reduces misunderstandings and legal exposure. A tenant-facing checklist can be included in move-in packages, detailing steps for reporting lost keys and what the landlord will cover. Additionally, a post-change notification confirms completion and provides new access credentials, if applicable. By closing the loop with residents, the policy reinforces trust and demonstrates a commitment to ongoing security.
Plan for periodic review and continuous improvement.
Modern properties benefit from integrating technology that tracks access events. The policy should encourage or require the use of smart locks or access control systems where feasible, with appropriate data safeguards. Access logs provide objective evidence of who entered and when, supporting investigations if needed. Although such tools improve oversight, they also introduce privacy considerations; the policy must address data retention limits, confidentiality, and compliance with privacy laws. Any digital system used should be compatible with existing workflows to avoid duplicating efforts or creating security gaps.
Training and culture are essential complements to technical controls. Staff must be educated on how to handle key loss reports, perform or oversee rekeying, and communicate with tenants professionally. Regular drills or tabletop exercises can help teams respond quickly and consistently during turnover periods. A culture of security includes periodic policy reviews and updates in response to changing threats or equipment upgrades. Clear, accessible guidelines reduce mistakes and keep everyone aligned on best practices.
A policy is most effective when it evolves. Schedule annual or semi-annual reviews to assess response times, costs, and incident outcomes. Gather feedback from tenants, maintenance personnel, and security staff to identify bottlenecks or confusion points. The review should examine lock durability, key management protocols, and the adequacy of insurance coverage. If security incidents reveal gaps, update procedures promptly and retrain staff to reflect revised standards. Document changes with version control and communicate updates to all stakeholders to ensure sustained compliance and trust.
Use data to drive smarter decisions about future turnovers. Tracking metrics such as time-to-change, cost per unit, and incident frequency helps property teams justify security investments. A dashboard or report format makes it easy to compare performance across properties and identify best practices. With data-backed insights, the organization can prioritize upgrades, optimize maintenance schedules, and reduce risk exposure over time. This proactive approach ensures that security remains central to tenant transitions and that keys are never treated as an afterthought.
