So that we can do this, it is vital that you allow us access to your home for maintenance and safety checks to be done. This is part of your tenancy agreement with us.

How often does servicing and inspection take place? 

Lift/hoist servicing  

• Stairlifts: Twice per year  
• Through floor lifts: Twice per year  
• Ceiling hoists: Twice per year  
• Passenger lifts: Six times per year  

Inspection  

• Stairlifts: Twice per year  
• Through floor lifts: Twice per year  
• Ceiling hoists: Twice per year  
• Passenger lifts: Twice per year  

Reporting an issue with your lifting equipment 

When you report an issue with a piece of lifting equipment installed and managed by us, we will prioritise the work based on:

• The seriousness of the fault 
• Your vulnerability 
• Access to your home or location of the defect 
• Your choice (E.g. to accommodate working hours or caring responsibilities)  

Response times will be discussed with you and the next suitable appointment agreed. 

Passenger lifts breakdown response times: 

• Trapped passengers/emergency repairs - Attendance as soon as possible with a target time of one hour

• Breakdown during weekday business hours - Attendance within four hours 

• Breakdown at night or at weekends –  Attendance within six hours 

How to report an issue with your lifting equipment 

If you notice a problem with a lift or lifting equipment or wish to report a repair, please report the issue using mySLH or call us on 0330 303 3000.