Key Control Questions and Answers

Questions and answers

  1. How long does it take to get my keys? Usually five days depending on the locksmith’s work load. Seasonal orders take longer, be assured we are working to get your keys to you as soon as possible. If your key order has been longer than two weeks, please call and let us know.
  2. When should I order keys? Before ordering a key, make sure you don't ALREADY have that key. Please avoid ordering duplicates as this will slow the processing down. Duplicates are strongly discouraged. The best time to order is once you know that you will need them. Please allow sufficient time for processing. Avoid last minute orders.
  3. Who is the approver for my key request? This is usually the Dean, Department Head, Director, or Vice President. They may have named a proxy. Please verify that you know who your approver is and that you type in their email accurately. The key request passes to the approver by email only. Mistakes in their address will delay the entire process.
  4. May I fax a key request in? No. We have an electronic request form which must be completed and approved by your department or college prior to processing.
  5. Why doesn’t my key work or fit in the door? Double check your key order for accuracy prior to sending to Key Control. Orders are filled based on the information supplied to us. It is also possible the key was a miss-cut key or simply worn out. Return the key for a replacement. When the key is returned to Key Control, the key is attached to a Key Return Slip with the key holder information and an explanation of the problem. Key Control will provide this information to the locksmith shop for corrective action.
  6. Are there certain times to avoid ordering a key? You may order keys at anytime you need them. Key Control’s heavy orders are seasonal and the rush is toward the start and end of each semester including summer classes. During a seasonal rush, you should expect longer processing times.
  7. My keys are lost, what next? You must file a report with Key Control and make a police report. Obtain all report numbers for your records. You are financially responsible for the cost of replacement keys. Payment can be made to the Bursars Office. Bring the receipt to Key Control with a new completed key request form for the replacements.
  8. What if I find the keys I reported lost? Return them to Key Control along with the replacement keys for confirmation. A refund order will be issued to the Bursar to reimburse you the cost for the replacement keys.
  9. Why am I encumbered? If you have an SR encumbrance, you most likely have failed to return the keys after meeting your project obligations, your graduation, or employment with the university.
  10. So I found the keys but I live out of state, now what? Notify the Key Control Office that you found the keys. You may send them certified mail (insured). Once the keys are received, the SR encumbrance will be removed. If desired, we can call and let you know the status.
  11. Can I have a duplicate set of keys made, one for backup? No. The less keys you have, less likely it is to lose control over them.
  12. What if my locks have been changed and the keys are not any good? You are still responsible for the return of the keys to Key Control. The key(s) may not work now, but they could very well work in other areas of the campus. You should return them at your earliest convenience.
  13. May I turn in keys for other persons? The key holder remains responsible for the keys until they are returned to Key Control. This is strongly discouraged.
  14. Is it okay to have my secretary pick up my keys for me? No. You must show proof of identification to Key Control and personally sign for the keys in the presence of the Key Control person.
  15. Why has the process for requesting 'keys' changed? Frustration existed with the paper process. To expedite delivery to Key Control and to help facilitate tracking an electronic key request was developed.
  16. What is a key audit? A key audit is done annually and is used to help departments/colleges and the key holder to do a review of their keys and return what is no longer needed.
  17. My keys haven’t arrived. Should I submit another Key Request? No, not unless asked to do so by the Key Control person. Duplicating an order dramatically slows down the processing of other keys.
  18. How many keys can I put on a Key Request? There is a limit of 5 keys per Key Request. If you need more than 5 keys, please note that after hitting the submit button, options allow you to request more keys for same person or the same keys for another person, as you may require.
  19. I need keys immediately. Can a “RUSH” be placed on the order? Most everyone is in a rush to receive their keys. All key orders are treated equally and processed as soon as possible. Our past experience has shown that most “RUSH” orders were not picked up in a timely manner and some violated the 30-day hold policy and were returned to the locksmith shop. Under true emergency conditions, an order may move ahead of others at the discretion of Key Control and Locksmith personnel (having to obtain your keys before you leave on vacation does not constitute an emergency).