Passenger lifts – information for residents

We are committed to keeping our lifts safe, reliable, and available to everyone who needs them. This page explains our service standards, safety advice, and what to do if you are ever trapped in a lift.

Our responsibilities

We work with qualified lift contractors to maintain and repair all the lifts in our buildings, and we monitor their performance to check it is up to standard.

Our responsibilities include:

Routine maintenance – every lift is inspected regularly to meet legal and safety requirements
Emergency entrapment response – a qualified engineer will attend within one hour if someone is trapped inside
Urgent breakdowns (no one trapped) – attendance within four hours
Non-urgent repairs – completed within five working days, where parts are available
Thorough safety inspections – every passenger lift is examined by an independent specialist at least every six months.

If you notice a lift is out of order or behaving unusually, please contact us immediately

0800 218 2247

Using lifts safely

Unfortunately a lot of lift breakdowns are due to residents not using them responsibly, for example using sofas to hold open the doors while moving in or out of their home. Please do not do this as it significantly damages the lift and it's reliability.

Here are some tips on how to use the lifts safely:

Do not overload the lift beyond its maximum capacity (this is shown inside the lift car)
Keep hands, bags, pushchairs, and mobility aids clear of the doors
Children should always be accompanied by an adult
If the lift stops between floors, stay calm and use the emergency call button
Never try to force the doors open or exit without help from trained staff

How we help to keep the lifts safe

We only use accredited, competent lift contractors
Every lift has a working emergency communication system and emergency lighting
Regular maintenance and safety inspections are carried out in line with the Lifting Operations and Lifting Equipment Regulations (LOLER) and Provision and Use of Work Equipment Regulations (PUWER)
Any faults found are acted on promptly

If the lift stops and you cannot exit normally...

Press the emergency call button – this connects you directly to our lift contractor’s 24-hour helpdesk
Speak clearly – tell them if you have any medical conditions or need urgent assistance
Wait for help – an engineer will attend within one hour. If an engineer cannot arrive in time, you may be offered the option of contacting the fire service
Stay inside the lift – it is the safest place to be until help arrives
If the lighting fails, emergency lighting will switch on automatically

Passenger lifts – information for residents

Our responsibilities

If you notice a lift is out of order or behaving unusually, please contact us immediately

Using lifts safely

How we help to keep the lifts safe

If the lift stops and you cannot exit normally...

Building safety in high-rise blocks

Fire safety

Electrical safety