Some examples of what qualifies as a key or lock emergency:

  • Door to an office or area with expensive equipment will not lock
  • Classroom or office won’t unlock
  • Key broken off in the lock

Key and lock requests that are chargeable:

  • New keys
  • Lock recores

Lock Broken

If you have a door that won’t lock, the problem is most likely either the lock itself or the door’s alignment.  If the latch bolt does not line up with the hole in the frame, the issue is the door’s alignment.  Try opening the door and looking to see if the key turns in the lock while the door is in this position.  This will help us determine whether to send a carpenter or a locksmith.

Do not put items between the door and the frame to prop the door open.  This creates stress on the hinges and may force the door out of alignment thus in turn preventing the door from locking.  If your door seems loose, submit a routine FixIt request. Do not wait for it to become an emergency.

Do not use WD40 to lubricate the lock. It may help in the short term, but this will cause the lock to collect dirt and dust.  Dirt and dust will make it more difficult to use later on.

Key Won’t Fit in the Lock

If the key stops part way in the lock, it may appear that something is jammed inside, but more likely it’s an out of place pin.  Try tapping the key gently to see if that solves the problem.  If not, contact Facilities Central at 202-994-6706 option 2.


If you’re locked out of a room you are authorized to use such as your office or a classroom, contact GWPD at 202-994-6110.

University Key Policy

The University Key Policy established formal administrative procedures for control of keys and is applicable to all university departments.

General requirements of the policy are: Facilities Services is responsible for overall management of keys used throughout the university and issues keys to department heads, deans, and chairpersons who are responsible for keys issued to them.

The University Key Policy requires department heads, deans and chairpersons to develop departmental key control policies to prevent unauthorized access to their buildings. The Policy charges each Department with appointing a Key Control Monitor to administer their key control program. Departments authorized to hold master or sub-master keys will also appoint a Key Box Manager.  Guidance on developing this policy can be obtained from the Director of Facilities Management.

Any facilities related requests may be submitted through FixIt.