Keys, Locks, Security & Access Devices

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Keys, Locks, Security & Access Devices

Keeping Your Property Secure

Keys, locks and access devices form an important part of the security of your rental property.

Loyal Keeper Group and the property owner are responsible for providing and maintaining the locks required to keep the property reasonably secure.

Tenants are responsible for taking reasonable care of the keys, remotes and access devices provided to them and for reporting security problems promptly.

If a fault leaves the property unsafe or unable to be secured, please contact us immediately.

1300 880 824 – 24/7 Urgent Reporting

Keys Provided at the Start of Your Tenancy

Keys can include:

  • Standard door keys

  • Security door keys

  • Electronic key cards

  • Swipe cards

  • Fobs

  • Garage remotes

  • Gate remotes

  • Access codes

  • Mailbox keys

  • Keys to sheds, storage areas or other lockable parts of the premises

Each person named on the tenancy agreement must be provided with the keys required to enter the rental property.

At least one complete set of keys must also be provided for the other locks forming part of the premises, such as:

  • Mailboxes

  • Sheds

  • Storage areas

  • Lockable rooms

  • Lockable cupboards

  • Security gates or common access points where applicable

Please check the keys and access devices provided to you when your tenancy begins.

If something appears to be missing or does not work, notify our Property Management Team promptly.

Keep Your Keys and Access Devices Secure

Please take reasonable care of all keys, fobs, access cards, remotes and access codes provided during your tenancy.

We recommend that you:

  • Do not label keys with the full rental property address

  • Do not leave keys in unsecured locations

  • Keep remotes and access cards protected from loss or damage

  • Do not share access codes unnecessarily

  • Notify us promptly if a key or access device is lost or stolen

  • Tell us if you believe the security of the property may have been compromised

If a lost or stolen key creates an immediate security risk, please contact us promptly so the appropriate action can be assessed.

Lost Keys, Fobs or Remotes

If you lose a key, remote, fob or access card, please notify Loyal Keeper Group as soon as reasonably possible.

Depending on the circumstances, it may be necessary to:

  • Arrange a replacement key

  • Replace or reprogram an access device

  • Deactivate a lost fob or remote

  • Arrange a locksmith

  • Change or re-key a lock where security has been compromised

Responsibility for any associated cost will depend on the cause and circumstances.

Where an item supplied to the tenant has been lost or damaged by the tenant, the tenant may be responsible for the reasonable replacement or associated security costs.

Please do not independently change locks simply because a key has been lost unless the applicable legal requirements for changing locks are followed.

Locked Out of the Property

Being accidentally locked out because keys have been left inside, misplaced or lost is different from a fault with the property's lock or security system.

If you are locked out:

  1. Check whether another approved occupant has access to a spare key

  2. Contact Loyal Keeper Group during normal office hours where appropriate

  3. If a locksmith is required because of lost, misplaced or inaccessible keys, the circumstances and cost responsibility will depend on the cause of the lockout

Please do not force entry into the property or damage doors, windows or locks.

If the lock itself has failed and the property cannot be secured or safely accessed, this may instead be a repair issue.

[Emergency Repairs – What to Do]

Faulty Locks

Please report a lock or security fault as soon as you become aware of it.

Examples include:

  • A door will not lock

  • A lock is loose or damaged

  • A key will no longer operate the lock correctly

  • A window latch is broken

  • A security door cannot be secured

  • A garage or gate access device has failed

  • A lock or door fault leaves the property insecure

For non-urgent issues:

Report Maintenance Through PropertyMe

If a fault or damage makes the property unsafe or insecure:

1300 880 824 – 24/7 Urgent Reporting

A fault that makes the premises unsafe or unsecure may meet the definition of an emergency repair.

Changing a Lock

For a general tenancy, locks generally cannot be changed simply because one party decides to change them.

Outside of specific exceptions, if either the tenant or property manager/owner wishes to change a lock:

  • Both parties must agree

  • Consent must not be unreasonably withheld

  • The other party must generally be provided with the new key or access code

Locks may also be changed:

  • In an emergency

  • Under a QCAT order

  • Under specific domestic and family violence provisions

If you wish to change or add a lock for another reason, please contact Loyal Keeper Group before arranging the work.

Adding an Additional Lock or Security Device

Installing a new lock, security system, camera, alarm or other security equipment may involve attaching a fixture or making a change to the property.

Written approval may therefore be required before installation.

Please do not install items such as:

  • Additional deadlocks

  • Smart locks

  • Video doorbells

  • Security cameras

  • Alarm systems

  • Keypads

  • Security screens

  • Other permanently attached security equipment

without first checking whether approval is required.

Pets, Fixtures & Changes to the Property

Body Corporate approval may also be required for some apartment or townhouse properties.

Access Codes and Smart Locks

Where your property uses:

  • Keypad entry

  • Smart locks

  • Electronic access codes

  • Building access systems

  • Garage or gate access codes

please keep the access information secure.

Do not change an access code or reprogram an access system without approval unless you are legally entitled to do so under an applicable exception.

If an access code or smart-lock credential has been shared accidentally or you believe it has been compromised, please notify us promptly.

Break-In or Property Crime

If there has been a break-in, attempted break-in, theft or deliberate property damage:

If the offender may still be present or someone is in immediate danger

Call 000.

If the immediate danger has passed

Contact the appropriate police reporting service and notify Loyal Keeper Group as soon as reasonably possible.

Please do not unnecessarily disturb damaged locks, doors or other evidence before police requirements have been considered.

Where safe, provide us with:

  • Photographs of the damage

  • Police event or report details where available

  • Details of damaged locks, doors or windows

  • Whether the property can currently be secured

If damage from the incident leaves the premises unsafe or insecure:

1300 880 824 – 24/7 Urgent Reporting

Repairs required to restore the security of the property may require urgent action.

Security Cameras and Alarm Systems

If the property already has a security system, alarm or camera system supplied with the premises, any operating instructions provided should be followed.

Please notify us if supplied security equipment appears faulty.

If you would like to install your own:

  • Camera

  • Alarm

  • Video doorbell

  • Smart security device

  • Other fixed security equipment

please obtain the required written approval before installation.

Additional privacy, Body Corporate or other legal requirements may also apply depending on the type and location of the equipment

Domestic and Family Violence – Changing Locks

Special rules apply where a tenant believes changing a lock or access code is necessary to protect themselves or another occupant from domestic and family violence.

For a general tenancy, a tenant in these circumstances can change a lock or access code without first obtaining the property manager/owner's consent.

The tenant must:

  • Use a qualified locksmith or appropriately qualified tradesperson

  • Comply with applicable Body Corporate laws or by-laws

  • Provide the property manager/owner with a copy of the new key or access code

A key or access code does not need to be provided where:

  • The tenant and property manager/owner agree that it is not necessary; or

  • QCAT orders that it does not need to be provided

Where a new key or access code has been provided following a domestic and family violence lock change, special restrictions apply to disclosure of that key or code.

Loyal Keeper Group will handle these circumstances with appropriate care and confidentiality.

If there is an immediate threat to your safety:

Call 000.

For tenancy information relating to domestic and family violence protections, please refer to the RTA resources below.

Minimum Housing Standards and Security

Queensland minimum housing standards require rental properties to have functioning locks or latches on:

external-facing doors and windows that can be reached without a ladder.

If a lock or latch required for the security of the property stops functioning, please report it promptly.

The fact that a property also has:

  • Security screens

  • Grilles

  • An alarm

  • Cameras

  • Other additional security measures

does not replace the requirement for the applicable doors and windows themselves to have functioning locks or latches.

Copies of Keys

If additional copies of keys are made during the tenancy, please keep them secure.

Any additional copies held by the tenant remain relevant to the security of the property and must be returned when the tenancy ends.

If you are unsure whether a particular restricted, building, Body Corporate or electronic key can be copied or replaced, please contact us first.

At the End of Your Tenancy

All keys and access devices relating to the property must be returned at the end of the tenancy.

This includes:

  • Original keys

  • Additional copies made during the tenancy

  • Mailbox keys

  • Garage remotes

  • Gate remotes

  • Fobs

  • Swipe cards

  • Electronic access devices

  • Other keys or devices supplied for the property

Please make sure all items are collected before handover.

Failure to return keys, fobs, access cards or remotes may result in reasonable replacement, reprogramming or lock-changing costs where required.

The tenancy is not simply completed by leaving keys somewhere at the property unless an agreed handover arrangement has been made with Loyal Keeper Group.

Report a Security Problem

For routine lock, remote or access-device maintenance:

Report Maintenance Through PropertyMe

For a security fault making the premises unsafe or insecure:

1300 880 824 – 24/7 Urgent Reporting

Emergency Repairs – What to Do

For general enquiries:

Loyal Keeper Group Property Management Team

Phone: 1300 880 824
Email: info@loyalkeeper.com.au

Official RTA Information

For current Queensland Government information:

RTA – Locks and Security

RTA – Break-ins and Property Crime

RTA – Domestic and Family Violence Tenancy Protections

 

Important Information & Disclaimer

Last reviewed: 1 September 2026 | Version 1.0

The information on this page has been prepared by Loyal Keeper Group as a general guide for tenants and is based on Queensland residential tenancy legislation, Residential Tenancies Authority (RTA) information and other relevant guidance available to us as at 1 September 2026.

This information is provided for general educational and property management purposes only. It is not legal advice and is not intended to replace the Residential Tenancies and Rooming Accommodation Act 2008 (Qld), applicable Regulations, prescribed RTA forms, other applicable laws, or the lawful terms of your individual tenancy agreement.

Residential tenancy legislation, prescribed forms, RTA guidance, regulatory requirements and administrative practices may change after the Last Reviewed date shown above. Loyal Keeper Group may update this page from time to time but does not represent or guarantee that the information will remain current following that date.

Before relying on this information for an important tenancy decision, tenants should check the current requirements published by the Queensland Residential Tenancies Authority (RTA) or seek independent professional advice where appropriate.

Where there is any inconsistency between this guide and current applicable legislation or prescribed requirements, the current legislation and prescribed requirements prevail. Your tenancy agreement also applies to the extent that its terms are lawful and applicable to your tenancy.

Links to external websites, including RTA and other government resources, are provided for convenience. External content is maintained by third parties and may be amended, moved or removed without notice.

To the extent permitted by law, Loyal Keeper Group does not accept responsibility for loss arising solely from reliance on information that has become outdated or has changed after the Last Reviewed date without the user checking the current applicable requirements.

Nothing in this disclaimer excludes, restricts or modifies any right, obligation or liability that cannot lawfully be excluded, restricted or modified.

For current Queensland tenancy information, visit the Residential Tenancies Authority (RTA) website.