Managing a lift outage and keeping residents informed

Start with the immediate response

Report the fault through the building’s agreed route and get a job reference. If anyone is trapped or there is an immediate danger, follow the breakdown and emergency guidance first. Resident updates must not delay that response.

Ask the provider what restrictions apply and how the lift should be kept out of use. Let competent, authorised people handle isolation, investigation and repairs. Put clear notices where users approach the lift, following the building’s arrangements.

Name an outage lead and a deputy. Record the provider’s contact, job number, confirmed position and next promised update in one place.

Source: HSE maintenance guidance ↗.

Find out who needs help with access

A lift outage can prevent someone from getting into or out of their home. Give residents a private way to tell the building team what help they need. Use existing agreed support arrangements and discuss urgent unmet needs with the responsible manager promptly.

• Confirm whether another suitable accessible route or lift is actually available. Do not describe stairs as an accessible alternative.
• Agree practical help where appropriate, such as rearranging deliveries or appointments, and identify who will arrange it.
• Use more than one channel where needed: notices, direct contact, email or the usual resident system. Offer an accessible format or language where needed.
• Keep names, health information and personal support plans out of public notices and general outage logs.

Do not improvise carrying people or wheelchair users on stairs. If the outage affects arrangements involving an evacuation or firefighting lift, alert the person responsible for the building’s fire safety plan promptly so they can review the arrangements. Follow the building’s emergency plan.

Make every update answer five questions

1. Which lift is affected? Give the building and lift location.
2. What is confirmed? Say what the provider has actually told you, with the date and time.
3. What happens next? Explain the next action and who is arranging it.
4. How can people get help? Give confirmed access arrangements and a private contact.
5. When will you update again? Give a specific date and time, even if there may be no change.

Agree an update rhythm that fits the impact and expected duration. If the provider has no new information, still send the promised update. Explain what you are waiting for and what you have chased. Avoid “back soon” or a repair promise based only on an attendance estimate.

For a planned outage, give advance notice once the work is agreed. Include the intended start, expected duration, affected lift and contact for access needs. Label estimates clearly and explain where changes will be posted.

Use these resident notices

Copy the relevant notice, remove instructions that do not apply and replace every square bracket. Only include arrangements that have been confirmed.

Print a clear notice for the building

1. Choose the page you need. Fill in its fields in a PDF reader, or print it and write clearly by hand.
2. Use short, confirmed details. Give a date and time for the next update. If the return time is unknown, write “not yet confirmed”.
3. Give a private contact for access needs. Keep residents’ names and medical details off the notice. Stairs are not an accessible alternative.
4. Save your completed copy, check that all text is visible, then print only the selected page on A4. Check the print preview; if your reader cannot fill the fields, use the blank paper copy.
5. Replace outdated notices and update the other channels you use. Display the restored notice only after the competent provider confirms return to service, including any restrictions.

The PDF is a communication template. A notice does not itself prevent use, authorise reopening or replace the building’s emergency arrangements. Use the existing text templates above for emails or longer updates.

Confirm restoration, then close the loop

Get confirmation from the competent provider that the lift can return to service, including any restrictions. Record who confirmed it and when. Arrange removal or replacement of notices through the building team, and update every channel used during the outage.

Keep the job record, repair details and any remaining actions. Check back with people who requested access support. If updates were missed or the outage caused particular difficulties, agree what the building team and contractor will do differently next time.

For a prolonged outage, escalate unanswered questions through the provider and building owner. Ask for the next technical step, parts position and a communication plan. If faults keep returning, use the recurring breakdown guide to request a review of the history.