Managing window and security Cardiff issues is an important part of your tenancy. Broken glass, faulty locks or unsecured windows can quickly become safety risks and leave the property vulnerable.
This guide explains how to deal with window damage, improve security and when to report issues.
Problems with windows and security are often easy to spot but can become serious if left unresolved. Broken glass, faulty locks or windows that don’t close properly can all affect safety and security.
👉 Addressing window and security Cardiff issues early helps keep the property safe and secure.
Many window and security Cardiff problems can be resolved by checking locks, handles and window alignment.
Is the window damaged, not closing properly, or is there a problem with the lock? Identifying the issue early helps prevent further damage or security risks.
Is the window damaged, not closing properly, or is there a problem with the lock? Identifying the issue early helps prevent further damage or security risks.
Typical causes include accidental damage, worn locks, loose hinges or general wear and tear over time.
Typical causes include accidental damage, worn locks, loose hinges or general wear and tear over time.
At Imperial, we operate a controlled key system to ensure the safety and security of all tenants and properties. Understanding how this works is important for your own safety and to avoid unnecessary costs.
The keys issued for your property are part of a registered master system. This means they can only be cut by authorised specialists, and only Imperial staff are permitted to arrange duplicates.
This allows us to maintain a full audit of how many keys exist for each property and ensures that previous tenants or unauthorised persons cannot retain access after moving out.
For security reasons:
👉 Key point: This system is designed to protect you — you always know exactly who has access to your home.
If you lose your keys, it’s important to act quickly as this can pose a security risk to the property.
During office hours, we can usually arrange a replacement key within a short timeframe and assist with access to the property (charges may apply).
Outside office hours:
Our contractor can attend to let you into the property, and replacement keys will be issued when the office reopens. You will be advised of the cost before attendance and must pay the contractor directly.
👉 Key point: Using unauthorised locksmiths may result in full lock replacement costs being charged to you.
You are not permitted to change the locks on the property without prior approval.
This is because all locks must remain part of our master key system. If locks are changed without permission, they will need to be replaced back to the approved system at your cost.
👉 Key point: Unauthorised lock changes will result in charges to reinstate the correct system.
As a tenant, you are responsible for taking reasonable steps to keep the property secure. This includes ensuring windows and doors are locked when leaving the property and keeping keys safe.
If keys are lost, you may be responsible for the cost of replacement keys or locks depending on the situation
If keys are lost repeatedly, the landlord may require the locks to be changed as a safety measure.
👉 Key point: Lost keys are a security risk — repeated loss may result in lock replacement.
Your keys will have a unique code. It is a good idea to make a note of this, as it allows us to replace keys more quickly.
Some properties use master or “skeleton” key systems, meaning one key may open multiple doors within the building (e.g. main entrance and flat door), but it will only work for your designated access points.
👉 Key point: Always keep a record of your key code — it speeds up replacements.
If a window is cracked or smashed, it should be dealt with as soon as possible. Broken glass can be dangerous and also leaves the property insecure.
If safe to do so, keep the area clear and avoid touching sharp edges. You may need to temporarily cover the opening to prevent weather damage.
Broken glass is one of the most urgent window and security Cardiff issues and should always be reported immediately.
👉 Key point: Broken glass is both a safety and security risk — report it immediately.
Broken glass can also create safety hazards — see our communal safety guide.If a window will not close fully, it may be due to alignment issues, debris in the frame or worn fittings.
Check for anything blocking the frame and ensure the handle is being fully engaged.
👉 Key point: A window that doesn’t close properly cannot be secured and should be addressed quickly.
Locks that are stiff, loose or not engaging properly can reduce security.
Avoid forcing the lock, as this can cause further damage. If the lock does not engage fully, the window may not be secure.
Faulty locks are a common window and security Cardiff issue that can affect property safety.
👉 Key point: A faulty lock means the property may not be secure — report it.
If you lose your keys or are concerned about property security, you should act quickly.
Make sure windows and doors are secured and report the issue if access to the property may be compromised.
👉 Key point: Lost keys can pose a security risk — report concerns promptly.
Windows and glass are one of the main access points to a property. Keeping them in good condition is essential for both safety and security.
This means:
👉 Key point: Good window and security habits help prevent accidents and unauthorised access.
If you plan to leave the property unoccupied for an extended period (for example holidays), you must inform us.
Your contract requires you to notify the landlord if the property will be empty for a prolonged period, as this can affect security and insurance requirements.
This allows us to ensure the property remains secure and respond appropriately if needed.
👉 Key point: Always let us know if the property will be empty for an extended period.
As a tenant, you are responsible for taking reasonable steps to keep the property secure at all times. This includes ensuring that all doors and windows are properly closed and locked when leaving the property.
This is a legal responsibility under your occupation contract and applies to both day-to-day use and longer periods away from the property.
👉 Key point: Always lock doors and windows when leaving — this is your responsibility.
If keys or security devices are lost, you may be responsible for the cost of replacement keys, locks or access arrangements.
This includes situations where access is required due to being locked out or where security has been compromised.
👉 Key point: Lost keys are your responsibility and may result in charges.
At the end of your tenancy, all keys and security devices must be returned to the landlord or agent.
Failure to return keys may result in charges for lock replacement to ensure the property remains secure for future tenants.
👉 Key point: All keys must be returned — missing keys can lead to lock replacement costs.
If a window is broken due to damage caused by you, your household or visitors, you are responsible for arranging and paying for replacement glass of a similar standard.
However, if the damage is not your fault (for example wear and tear or external failure), this should be reported so it can be assessed.
👉 Key point: Damage caused by tenants must be repaired at your cost.
You must notify us as soon as possible if there is any damage, fault or security concern affecting the property.
This includes issues such as broken windows, faulty locks or anything that could affect the safety or security of the property.
👉 Key point: Always report issues early — delays can lead to further damage or risk.
The landlord or agent may need to access the property to inspect or carry out repairs. In most cases, at least 24 hours’ notice will be given.
Access without notice will only occur in an emergency where there is a risk to safety or serious damage.
👉 Key point: Access is controlled and only used when necessary.
Windows and doors are the main access points to a property. Damage, poor maintenance or lost keys can quickly turn into safety risks.
Simple steps like locking windows, reporting issues early and keeping keys secure help protect both you and the property.
👉 Key point: Good security habits prevent bigger problems.
You are responsible for keeping windows clean and maintaining the general appearance of the property in a tidy and respectable condition.
This helps maintain the condition of the property and prevents long-term damage.
👉 Key point: Regular cleaning and upkeep helps prevent bigger issues.
If the problem hasn’t been resolved using the steps above, please report it to us with as much detail as possible.
Please ensure you have followed the steps above before reporting a maintenance issue, as many problems can be resolved without the need for a contractor.
If you are unsure about window and security Cardiff responsibilities, contact our team for advice.
As a tenant, you are responsible for keeping windows secure and reporting any damage or issues as soon as possible.
This includes taking reasonable care when using windows and ensuring the property is left secure when unoccupied.
Damage caused by misuse or neglect may be chargeable.
Tenants must report repair issues as soon as possible, as landlords are only responsible once they are aware of the problem
What should I do if my window is broken?
Report it immediately as broken glass is a safety and security risk.
Who is responsible for broken windows?
If the damage was caused by the tenant or visitors, it is usually the tenant’s responsibility.
Can I change the locks myself?
No — you must not change locks without permission.
Helpful guidance on window safety, security and tenant responsibilities.
Official advice on keeping your windows secure and preventing break-ins.
View AdviceLearn how proper locks and security measures help protect your home.
View AdviceUnderstand your rights and responsibilities for property safety and security.
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