Lift safety

Our commitment to lift safety

We are committed to keeping lifts safe, reliable, and available for residents, visitors, and staff.

Lift safety is managed in line with our Lift Safety Policy, which sets out how we meet our legal and regulatory responsibilities and how lift safety is monitored across our homes.

Where lifts are provided, we are responsible for ensuring they are maintained, inspected, and operated safely.

How we keep lifts safe

In line with our Lift Safety Policy, we:

• arrange regular servicing and maintenance of lifts by competent contractors
• carry out statutory safety inspections in accordance with legal requirements
• respond promptly to reported faults and breakdowns
• take immediate action where a lift presents a safety risk
• keep records of inspections, servicing, and remedial works

If a lift breaks down

If a lift in your building breaks down or is not working properly, it should be reported to our Customer Services Team.

• contact Customer Services as soon as possible to report the issue on 0344 800 3800
• if anyone becomes trapped inside a lift, follow the instructions displayed inside the lift car
• where a lift has an emergency autodialler, use this to contact for assistance

Using lifts safely

To help keep lifts safe for everyone, please:

• follow the safety instructions displayed inside the lift
• do not overload the lift
• take care when entering and exiting
• report unusual noises, sudden movements, or damage to Customer Services
• supervise children when using lifts

If a lift is out of order, please do not attempt to force doors open or use the lift.

Stair lifts in our homes

In some homes, stair lifts are installed to help residents move safely between floors. Stair lifts are usually provided as an aid or adaptation to support mobility and independence.

Where a stair lift has been installed by us, we are responsible for ensuring it is maintained and managed safely in line with our policies.

How we keep stair lifts safe

Where stair lifts are our responsibility, we:

• arrange regular servicing and maintenance by competent contractors
• carry out safety checks in line with manufacturer and regulatory requirements
• respond to reported faults and breakdowns
• take action where a stair lift presents a safety concern
• keep appropriate records of servicing and remedial works

If a stair lift breaks down

If your stair lift is not working properly or stops operating, this should be reported to our Customer Services Team.

• contact Customer Services on 0344 800 3800 to report the issue
• if the stair lift stops while you are using it, remain seated and follow any instructions provided on the equipment
• if you feel unsafe or unwell, seek assistance from someone in the home or contact emergency services if needed

Stair lift issues are treated as a priority where the equipment is essential for safe access within the home.

Using stair lifts safely

To help keep stair lifts safe and working properly, please:

• follow the manufacturer’s instructions for use
• keep the stairway clear at all times
• do not overload the stair lift
• report unusual noises, stopping, or changes in operation to Customer Services
• do not attempt to repair or adjust the stair lift yourself

Ownership and responsibility for stair lifts

Some stair lifts may be:

• installed and owned by us, or
• installed privately or through another agency

Our Customer Services Team can confirm whether a stair lift is our responsibility and how it is maintained.

Your safety and building access

We understand that lifts and stair lifts are essential for many residents. Where equipment is unavailable, we will:

• keep residents informed
• take account of individual needs and vulnerabilities
• work to restore access as quickly and safely as possible

Governance and Assurance

Lift and stair lift safety is managed through our Lift Safety Policy and wider compliance, aids and adaptations, and asset management arrangements.

Clear accountability is in place within the organisation to ensure safety responsibilities are met.

Further details about inspection, maintenance, and governance arrangements can be found in the Lift Safety Policy.

Need more information or help?

If you have concerns about lift or stair lift safety, accessibility, or repeated breakdowns, please contact our Customer Services Team on 0344 800 3800, who will make sure the issue is dealt with appropriately.