The hose reel does not rewind anymore
There seems to be many others with Hozelock reels that have problems.
fixya.com/troubleshoot/hozelock
It could be just jammed from pulling it out a little to far, not necessarily to hard but to far, or it could be the very low quality plastic parts inside have broken or the belt has broken or stripped.
If jiggling the real while jiggling the lock lever does not free it up then I think obtaining the specialty, star or torx, head screwdriver and investigating the internals is the only option to assess its repair-ability.