Management put up a notice yesterday that the old intercom is dead and we all have to download some app to open the building door. I asked the super if I can get a physical fob or key for the front door. He said no physical keys or fobs are being issued, period. Problem is my lease says the landlord will give me 'keys to the building and apartment.' I’m in an older walk-up, not rent stabilized, but that line is still in the rider.

I get that apps are the new thing, but the lobby is a dead zone for cell service on my carrier. If I get home with a dead phone, I’m just stuck outside until someone walks by. Delivery people already can’t get in unless I run down. Is there any rule that they still have to give me a physical way into the building? Or does the app count as a 'key' because it unlocks the door?

Wait, they didn't give you any backup at all?? That seems crazy. I don't know much but our building still has a normal key for the front door plus a separate app for packages. If you lose your phone or it breaks you can't get in — what about fire or EMS? Do they have a lockbox outside or something? I'd ask the super what happens if the app goes down, because there's always that one outage.

Our landlord did something like this last year and half the building just ignored the app. They ended up leaving a keyhole on the side door for emergencies, but you had to ask the super. I never thought about the lease language. My lease also says keys. Maybe I should ask for a physical one too? I always assumed the app was the new key and that was that. Does the city inspect stuff like this or is it only if you complain?

Check your lease, for real. If it says keys, they can't just hand me an app and call it a day. An app isn't a key in the old legal sense, especially if you can't get in without a charged phone and data. I've been around enough NYC landlords to know they love calling a service reduction an upgrade until someone pushes back.

I'd send an email to management first, not just ask the super verbally. Something like: my lease requires keys, please issue a physical key or fob for the front door. If they ignore you, call 311 and ask for a housing maintenance complaint. Also test the app in the lobby with airplane mode on. If it fails, mention that too.

Thanks. Is 311 enough or should I also go to some agency? I’m not stabilized so I thought DHCR doesn't help with regular rentals. Do they still care about this as a reduction in services? Also does it matter if only the building entrance is app-only but my apartment door still has an old key? I can get into my unit, just not the building after hours.

I think a fob counts as a key, but an app doesn't always count because it depends on your cell phone working. Our landlord eventually gave one physical fob to people who asked and signed a log. They made it sound like a big exception. Maybe I got lucky because I said my phone is too old for the app. Have you actually tested the app in the lobby? Ours takes like 20 seconds to connect, which feels forever when it's raining.

Y'all should also check the older thread 'Landlord put a keyless deadbolt on my stabilized unit and now wants a fob deposit' — Landlord put a keyless deadbolt on my stabilized unit and now wants a fob deposit. People there broke down whether a landlord can charge for the only way in. Might have similar arguments about physical key vs electronic access. That one was inside the unit though, not the building door.

That older deadbolt thread was more about a deposit, but the same principle applies: you can't be forced to depend on a system that reduces your access if the lease says you get keys. At minimum make them put it in writing that they're refusing a physical key. If something happens and you're locked out, that email is your paper trail. I'd also ask about the FDNY box situation. The fire department doesn't download apps.

Update: I emailed my management yesterday and they actually responded this morning. They said a fob is available at the office during business hours, and I can pick one up. No charge. They had never mentioned that before, just told us to use the app. I had to fill out a form with my unit and an emergency contact. I think they bank on nobody asking. So definitely ask in writing.

Nice. I'm going to email my landlord too. At least then there's a record if the app locks me out on the weekend. Thanks for the 311 tip. I didn't know this could be a service issue. I'll ask for a fob and see what they say. The worst they can do is say no, and then I already know the next step.