Waterloo Region Housing properties are getting an upgrade!

Over the next several months, we will be replacing the door locks for all units and common spaces at Waterloo Region Housing (WRH) properties. The new locks will improve safety and security for tenants and improve how we manage access to buildings and common spaces.

This work is planned to be completed by July 2027.

Information for tenants

You will receive a notice of entry letter one week before the lock change date for your unit. You must be home on the lock change date to receive new unit keys. The notice of entry letter will include information about the project and what to do if you won’t be home during the lock change. It’s important that you let us know in advance if you will not be home, so we can make arrangements for you to receive your new keys.

Why are we doing this?

  • Better safety and security. The new locks use a patented keyway system that offers more security than the old system. This will improve how we manage access to buildings and common spaces across all WRH properties, which improves safety and security for tenants.
  • For apartment buildings only: We will be implementing a new access system for the front entrance doors. This system will use a FOB (a device that you tap on a card reader), rather than a key for the lobby doors. Each FOB will be linked to an individual person. This system also allows us to program and cancel FOBs remotely, as needed.

What do you need to do?

  • You must be home on the scheduled lock change date to receive your new keys.
  • If you need to leave before the lock is installed, please find WRH staff before you leave to receive your new keys. We will make sure you get your keys before we change the lock.
  • If you know you will not be home on the scheduled lock change date, please let us know in advance. Email wrhkeys@regionofwaterloo.ca or call 519-575-4400 and mention Work Order #25-066663 when you contact us.

Frequently Asked Questions

General

How many keys/FOBs will tenants receive?

  • Townhouses: 2–3 keys per unit (if you paid for more, we will match what you have).
  • Apartments: 2 keys and 1 FOB per tenant. The FOB will be used to access the main lobby entrance and any other common area doors that are set up with FOB access (each building is different).
  • If you would like to request more keys/FOBs (e.g. for your son/daughter, a PSW worker, etc.), you can do so when you collect your keys on the lock change date.

How do I order more keys/FOBs?

  • OPTION 1: On lock change day you can order more keys or FOBs from facilities staff.
  • OPTION 2: After lock change day, you can order more keys and FOBs by sending an email to wrhkeys@regionofwaterloo.ca or call 519-575-4400. Please mention Work Order #25-066663 when you contact us.
  • The FOB will be linked to the leaseholder. If you require a FOB to be assigned to anyone other than the leaseholder, you will need to provide the full name of the FOB recipient, and it will be assigned to them.

What if I lose my keys/FOBs?

  • There will be a cost of $150 for a lock change and $15 per key or door FOB replacement (no change from the previous system).
  • Call the Service First Contact Centre at 519-575-4400 to notify us if you have lost a key or FOB and to request a replacement. Please mention Work Order #25-066663 when you contact us.

My key is very sticky and hard to turn, what should I do?

  • When the lock and keys are brand new, it may be sticky for the first few tries. If you are having issues, try to wiggle the key, rather than forcing it. Over time, the locks will get worn in and easier to use.


Frequently Asked Questions for Apartment Tenants Only

How do I use a FOB?

  • A FOB is a device that allows you to tap on a card reader beside the door to unlock the door without a key.
  • Tap the FOB to the card reader and the reader will turn green when the door is unlocked. The door will automatically open for you.

What if the power goes out?

  • The front door will fail to open when there is a power outage. This means that the door will be unlocked while the power is out.