Complete Lockout Call Handling Guide for Property Managers

Key Points

Establish and clearly communicate a lockout policy that outlines tenant responsibility
Charge a meaningful lockout fee to discourage repeat offenses
Use an AI answering service to screen lockout calls and route them based on urgency

If you manage rental properties long enough, you’ll get the lockout call. It usually comes late at night or just as you’re sitting down to dinner. The tenant sounds frantic: “I locked myself out.”

Now what?

Some property managers with just a few tenants might drive over and let someone in. But once you're managing a larger building or multiple properties, that stops being realistic. You simply can't afford to be on-call as a locksmith, and even with smaller portfolios, the favor can wear thin fast.

Let’s talk through how to handle lockouts without making tenants angrier—and without making your job harder than it needs to be.

1. Let AI screen the call and triage it for you

One of the best things you can do is train a property management answering service to handle lockout calls. This option is growing in popularity. AI adoption among property managers increased from 21% in 2024 to 34% in 2025.

Here’s how it works:

If the tenant calls and says “I’m locked out,” the system asks a few questions: what’s your name, what unit, and what happened.
If they say the lock isn’t working or something’s broken, it forwards to maintenance.
If they say they forgot their key, it gives them the locksmith’s info or even offers to transfer them directly.

It’s polite, professional, and best of all—automatic. No more picking up the phone in the middle of dinner just to say, "Call a locksmith."

You can train the AI call handling service to match your policy. Whether you charge a fee, refer to a vendor, or want to offer a one-time courtesy unlock, it can be customized.

Do some research to find the best answering service for your needs. We're biased, of course, but Upfirst starts at $24.95 for 30 calls and is easy to set up.

2. If you don't already have a policy, create one

If you manage 10 doors and know every tenant by name, your approach might be different than someone overseeing 200 units with third-party maintenance staff. Either way, you need a policy that does three things:

Protects your time
Shields you from liability
Sets clear expectations for tenants

In smaller portfolios, some landlords handle lockouts themselves and charge a fee. That can work—but only if you enforce it. Otherwise, tenants will treat you like a backup key they don’t have to pay for.

In larger operations, it’s more common to push after-hours calls to a locksmith. It’s not personal, it’s policy. And it keeps your team out of potential liability for granting access to someone they can't positively identify at 2 a.m. Implementing electronic locks can also significantly reduce such lockout calls by 60% and maintenance costs by 33%.

No matter which route you take, you have to document it:

Lease agreement
Welcome packet
Office voicemail
Tenant portal
Property website

3. If you're going to unlock doors, charge a fee that stings (a little)

If you do offer a lockout service, make it cost enough to discourage abuse.

Tenants who know they can get you to show up for $25 will lock themselves out again. And again. But charge $100, and suddenly they’ll double-check their keys.

Be upfront in the lease and in your move-in materials. Spell out the lockout fee, when it applies, and how to pay it. If you accept cash or card on-site, great. If not, require them to pay before dispatch.

And yes, you need to actually enforce the fee. Waiving it the first time might seem like good customer service, but it just trains people to forget their keys and expect a freebie.

4. Be very clear about after-hours responsibility

The biggest lockout complaints happen after 6 p.m. That’s when your office is closed, your maintenance guy is off the clock, and the tenant starts calling you five times in a row.

This is where things get messy if your policies are vague.

If your company doesn’t handle after-hours lockouts, say so—in writing. Your lease, your welcome packet, your voicemail greeting, your website. Everywhere.

Example language:

"After hours, tenants are responsible for contacting and paying a locksmith for non-emergency lockouts. We recommend [Locksmith Name, Phone]. Maintenance will only respond to emergencies such as flooding, fire, or no heat during winter temperatures."

This keeps expectations realistic and puts the burden where it belongs.

5. Invest in electronic locks, it's worth the money

If you’re still using physical keys, consider switching to smart locks or electronic deadbolts.

Yes, there’s an upfront cost. But over time, they reduce lockout calls significantly—especially if you use systems that can generate temporary codes or allow remote access via app.

Tenants can let themselves in, and you don’t have to leave your couch. Some property managers even set up backup codes that can be given out in verified situations.

Of course, nothing’s foolproof. Batteries die. Wi-Fi drops. People forget their codes. But electronic locks make those issues rarer, and easier to troubleshoot than a key wedged in the wrong purse. Interestingly, 58% of renters would prioritize smart locks over traditional amenities like pools or gyms.

6. What about emergencies? Handle those with care

You might be thinking: what if it’s a lock malfunction, or a tenant is locked out with a baby or meds inside?

That’s different. And that’s why triage matters.

Your AI answering service, on-call staff, or policy guide should distinguish between:

Lockout due to lost key or forgotten code (tenant pays)
Lock malfunction, broken knob, frozen lock (your maintenance)
Emergency access needed (potential health or safety risk)

Treating them all the same is how you get burnout—or liability.

Final thoughts

Lockouts are part of the job, but they don’t have to hijack your day.

With clear policies, better locks, and a smart system for screening calls, you can cut the drama, reduce interruptions, and handle real emergencies when they happen.

Tenants might not love calling a locksmith, but they will respect consistency. And you’ll have more time to focus on what actually moves your business forward.

If you want help setting up an answering system that can handle lockouts the way you would, check out Upfirst. It’s affordable, customizable, and works 24/7—so you don’t have to.

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Written by

Nick Lau

Nick Lau is a copywriter and content lead for Upfirst.ai. A self-starter at heart, he dove into marketing in 2015 by launching an e-commerce company, selling private-labeled products on Amazon and Shopify. When he’s not crafting copy, you might spot him on a winding road trip to the coasts or through forests, in search of unexplored places.

What to do when a lockout call comes in (again): A guide for property managers

1. Let AI screen the call and triage it for you

2. If you don't already have a policy, create one

3. If you're going to unlock doors, charge a fee that stings (a little)

4. Be very clear about after-hours responsibility

5. Invest in electronic locks, it's worth the money

6. What about emergencies? Handle those with care

Final thoughts

1. Let AI screen the call and triage it for you

2. If you don't already have a policy, create one

3. If you're going to unlock doors, charge a fee that stings (a little)

4. Be very clear about after-hours responsibility

5. Invest in electronic locks, it's worth the money

6. What about emergencies? Handle those with care

Final thoughts

Try our answering service for free

GENERAL

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What to do when a lockout call comes in (again): A guide for property managers

1. Let AI screen the call and triage it for you

2. If you don't already have a policy, create one

3. If you're going to unlock doors, charge a fee that stings (a little)

4. Be very clear about after-hours responsibility

5. Invest in electronic locks, it's worth the money

6. What about emergencies? Handle those with care

Final thoughts

1. Let AI screen the call and triage it for you

2. If you don't already have a policy, create one

3. If you're going to unlock doors, charge a fee that stings (a little)

4. Be very clear about after-hours responsibility

5. Invest in electronic locks, it's worth the money

6. What about emergencies? Handle those with care

Final thoughts

Try our answering service for free

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GENERAL

solutions

industries