In brief
Follow the building’s emergency arrangements and contact the designated response provider.
Do not attempt a rescue or repair. Record the fault, coordinate updates and confirm the outcome with the competent provider.
Establish whether someone needs help
Use the lift alarm or the building’s designated emergency contact immediately. If there is immediate danger or a medical emergency, contact the emergency services. Do not attempt a rescue, force doors, enter the shaft or bypass safety devices.
Follow the instructions given by the response provider. Pass on the building address, lift reference, known location and any information about occupants who need urgent assistance. Stay available as the building contact.
Give the engineer a useful fault report
- Building name, full address and lift reference.
- Whether anyone is in the lift and whether assistance is urgent.
- What was reported, when it started and whether it has happened before.
- Any displayed message visible from a normal, safe public area.
- Any known related incident, such as a power interruption or water ingress.
- Access instructions and the name of the person who can meet the engineer.
Describe observations; let the engineer diagnose the fault. Do not operate switches, reset equipment or investigate restricted areas unless a competent person has authorised a safe procedure appropriate to you.
Coordinate the building response
Ask for a job reference, expected attendance and the next update time. Notify the building’s responsible person. Follow the site procedure for preventing use and communicating an outage; any technical isolation belongs with competent personnel.
Tell occupants what is known, how to get assistance and when another update is due. Consider people who rely on the lift to access their home or workplace and involve the building manager in suitable support arrangements.
Update template: “Lift [reference] is currently unavailable. The fault was reported at [time], job [reference]. The response provider advises [confirmed information]. Our next update will be at [time]. For building assistance contact [contact].”
Record the outcome
Obtain the attendance record, findings, work completed and any follow-up requirements. Confirm with the competent provider when the lift can return to service. Keep promised follow-up work on the action list.
For repeat faults, ask for a review of the history rather than treating each call as an isolated incident. Track the symptom, downtime, repair and any part replaced so a pattern can be discussed.
Sources & scope
HSE · Maintenance of work equipmentHSE’s maintenance guidance supports competent maintenance and safe systems of work. Emergency coordination steps here are a general checklist; the building’s arrangements and responder’s instructions take priority.