Losing your key

If you lose your key and can’t enter your apartment, call our customer service. We’ll give you instructions on what to do.

Always let us know as soon as you notice that you have lost your key. Report all lost keys, including keys such as parking space or garbage system key. Also, you should try to keep in mind where and when you suspect you lost your key, or you noticed that your key is missing.

Report lost key with form in MyHoas. Here are instructions on filling out different forms in MyHoas.

We will let you know when you can pick up a new key. The key can be picked up from our Service Center.

The cost of lost key will be invoiced from tenant. Costs come from e.g., a new key. If we need to re-pin the locks for safety reasons, this cost will also be invoiced from tenant. We will charge you according to our tenant charge sheet.

We will email you the invoice. If the lost key is reported when you move out, we can use your deposit to cover the costs.

If you lock yourself out of your room or apartment, call the door-opening service.

If your subtenant loses their key, they must contact you, the primary tenant. Primary tenant is responsible for the apartment even during subleasing, so they must report the lost key in MyHoas.

When the primary tenant has reported the lost key, we will let you know when the new key can be picked up. Subtenant can get the key with power of attorney that is signed by the primary tenant, or the primary tenant can pick the key up.

If the subtenant loses the key, the costs of new key and possible re-pinning will be invoiced from the primary tenant. If you are planning to sublease your apartment, carefully read our instructions for subleasing. We recommend that the primary tenant and subtenant agree on how to manage these types of situations beforehand.