If a lift breaks down or needs repairing
Lifts in our residential blocks sometimes break down. Find out:
- what to do if you're in a lift when it breaks down
- how we keep you updated about lift repairs
- how to tell us if you need extra support
- how to claim compensation
If you’re in a lift when it breaks down
Stay calm – help is on the way.
Step 1
Press and hold the emergency button for 10 seconds. The lift automatically tells us the location and lift number. The lift is safe while you wait for help.
Do not:
- press it more than once as this cancels the call and restarts the process - this can delay help arriving
- force the doors
- try to climb out
Step 2
All lifts have emergency phones and you’ll be connected to our call centre. Tell us if anyone is feeling unwell or needs extra support.
Step 3
We contact our lift contractor immediately. This is an emergency and an engineer will attend within 1 hour. This happens 24 hours a day, 7 days a week.
When to call 999
You should only call 999 for one of the following reasons:
- you cannot get through using the lift emergency button
- someone in the lift becomes seriously unwell
- help has not arrived and you feel at risk
If a lift is out of service
We update you by text (SMS) if a lift is not working. This includes 3 messages to tell you that:
- a lift has broken down
- something has changed, such as an engineer as attended
- the lift is fixed
Find out how to opt in or out of SMS updates.
If you need extra support
We’re collecting information from residents with disabilities or health conditions. This is so we're aware of your support needs and can contact you in the right way. You can tell us by:
- contacting your Neighbourhood Housing Officer or calling 020 7974 4444
- asking for help to leave your building in an emergency
You should always tell us about your support needs when reporting a repair or lift issue.
Claim compensation if your lift was not working
You may be able to claim compensation if your lift was not working and you use it to get to and from your home.