Residential Life Service Desk

The Service Desk, located in the main Residential Life office in Whitney Hall, opened in August 2020. The Service Desk operates as an informational hub and a centralized location for all residence hall keys on campus. Students, families, faculty, and staff can call or visit the Service Desk with any questions related to living on campus.

The Service Desk manages keys for all residential spaces on campus. Students who are changing rooms, moving into spaces mid-semester, or leaving housing mid-semester can visit the Service Desk for assistance with the keys to their residential spaces.

The standard operating hours of the Service Desk are 8:00 am – 5:00 pm Monday through Friday. For accessible entry to the Service Desk, please call 860-486-2926. (Accessible entrance located through the parking lot, behind Whitney Hall.)

Key Usage/Responsibilities

All residence halls use keys for room, suite, and apartment entry. Many areas of campus also utilize mail keys for mailbox entry. A resident will be assigned keys upon arrival to campus and is expected to maintain those keys and reach out to the Service Desk with any questions related to their keys.

Residents may be assigned anywhere from one to four keys, depending on their housing assignment. When residents are given keys, they are also given information to identify which key corresponds with which door or mailbox. Some mailboxes utilize combinations in place of keys; this information is provided to residents upon receipt of keys.

Resident Responsibilities

  • Maintain keys in good working order
  • If a resident loses keys, they are responsible for the costs associated with the required lock changes
  • Residents will notify Residential Life if their keys are lost or bent
  • Residents will not provide their keys to other students or any non-UConn persons for access to their space
  • Residents will return keys to the Service Desk within 24 hours of moving out of an assigned space on campus (ie. Room change, cancellation of housing, moving out at the end of the semester)

Residential Life Responsibilities

  • Routinely check keys to ensure that they work in assigned spaces
  • Assist residents in replacing bent keys, or receiving a lock change for lost keys
  • Provide centralized location to pick up or return keys

Frequently Asked Questions

Why is a lock change performed?

Lock changes are performed when keys are lost or not returned by a resident.

How much does a lock change cost?

Lock changes are $100 per door, and $10 per mail key

I lost my key, who should I contact?

  • For lost mailbox keys, please email livingoncampus@uconn.edu
  • For lost apartment/room/suite keys, please call the Facilities Operations Center at 860-486-3113

 

Please note that lost keys will result in a lock change and will be billed to the resident's account.

My key does not work, who should I contact?

  • For mail keys that do not work, please speak with your mailroom or email livingoncampus@uconn.edu
  • For apartment/room/suite keys that do not work, please contact the Facilities Operations Center at 860-486-3113

Can I have my lockout fee waived?

  • In some cases, a resident may call the Facilities Operations Center to be let into their locked room. Residents who are locked out due to a faulty lock mechanism may appeal the lockout fee using the form on this website within one month of the fee.
  • Lockout fees are $25 per lockout.

Can I appeal my lock change charge?

  • Residents may appeal a lock change charge using the form on this website if they are able to provide:
    • a photograph or video of the resident returning keys prior to the due date
    • a dated email from a Residential Life staff member confirming that the keys were received prior to the due date
  • We are not able to accept lock change fee appeals after one month from the lock change
  • All appeal decisions are final.

Can I return keys by mail?

  • We are not able to accept keys returned via mail due to the slow timeframe of mail services and the possibility of keys being lost in transport.
  • If you believe you have extenuating circumstances please email livingoncampus@uconn.edu

How do I return keys when I move out?

  • Students moving out at the end of the semester will receive detailed move out instructions from their Hall Director.
  • Students moving out during the semester may return keys in one of the following two ways:
    • Return keys to the Service Desk, Monday through Friday, 8:00 am – 5:00 pm
    • Return keys outside of business hours at the Drop Box, accessible from the parking lot 24 hours a day, 7 days a week.

What do I do if my keys are bent/broken?

  • For bent or broken mail keys, please email livingoncampus@uconn.edu
  • For bent or broken apartment/room/suite keys, please call the Facilities Operations Center at 860-486-3113
  • Please keep your bent or broken key to exchange for your new key

Why don’t I have a mailbox key?

  • Charter Oak Apartments and South Campus do not utilize mailbox keys. These spaces use combination code mailboxes. If you are in need of your combination code, please visit the Service Desk or your mailroom for assistance.

How can I get a bike room key?

  • Residents who live in an area with a locked bike room should visit their Hall Director’s office to inquire about a bike room key

Lock Change and Lock Out Appeals

Residents who have been billed for a lock change/lockout may file for an appeal to these charges. Appeals must be received within one month (four weeks) of the lock change/lockout. We are not able to accept any appeals after one month from the lock change/lockout.

Residents wishing to appeal a lock change/lockout charge must provide documentation showing that their keys were returned prior to any check out or move out deadlines or that the lockout was the due to a faulty lock mechanism. Documentation must be one of the following items: a photograph or video of the resident returning keys, a dated email from a Residential Life staff member confirming that the keys were received, or documentation that the lock mechanism was faulty (for lockout charges).

If a resident is not able to provide the requested documentation, the appeal will be denied.

The standard processing time for these requests is 2-3 business weeks. Residents will be notified of the decision via their UConn email. All appeal decisions are final.

Name(Required)
Appeals must be received within one month (four weeks) of the lock change/lockout. We are not able to accept any appeals after one month from the lock change/lockout.
MM slash DD slash YYYY
Please list which assignment had the lock change issued/lockout occurred. (Example: Allen 201 room and mailbox key)
Residents wishing to appeal a lock change/lockout charge must provide documentation showing that their keys were returned prior to any check out or move out deadlines or that the lockout was the due to a faulty lock mechanism. Documentation must be one of the following items: a photograph or video of the resident returning keys, a dated email from a Residential Life staff member confirming that the keys were received, or documentation that the lock mechanism was faulty (for lockout charges). If a resident is not able to provide the requested documentation, the appeal will be denied.
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