Describe the last normal use
Was the door working earlier that day, or has it been getting harder to use for a while? Note whether the problem occurs when locking, unlocking or closing it. Explain a loose handle, visible damage or a key left in the lock.
Describe what has already happened without repeating forceful attempts to prove the fault. Small observations can guide the assessment.
The door can affect the lock
A lock mechanism and the way a door meets its frame work together. If you have already noticed a difference between the door being open and closed, mention it.
You do not need to dismantle anything or leave a property unsecured to collect more information. Our door or key guide gives examples of useful symptom descriptions.
A key concern may be separate
If a copy has gone missing as well, say that there are two concerns: reliable operation and who still has access. A repair may not change the keys that work.
Conversely, a rekey request alone may leave the original fault unresolved. Discuss both goals so the proposed work and the estimate reflect what you actually need.
Ask what the assessment supports
The condition and suitability of the hardware determine what can be repaired and what alternatives need discussion. Ask which part is affected, what is included in the proposal and whether any further fault remains.
If a replacement is recommended, have the reason and revised cost explained before authorizing it. For a managed property, keep its responsible contact involved in that decision.