Resident guidance & Policy information: All residents - Last updated 20 April 2026

Lift safety

Lifts are shared spaces used by many residents every day. A malfunctioning lift is more than just an inconvenience. It can affect your daily activities and become a challenge if you have mobility needs. Using and managing lifts safely helps prevent injuries, breakdowns and long periods without lift access.

This page explains how Anchor maintains the lifts in our properties, what you can do to help keep lifts moving safely, and what to do if a lift breaks down.

On this page you’ll find: 

Anchor’s Lift and Lifting Equipment Policy
How Anchor keeps your lift working
How you can help keep lifts working safely
Fire safety and lifts
What to do if the lift stops or breaks down
Stairlifts, aids and adaptations
How to get more help or advice on lift safety

Anchor’s Lift and Lifting Equipment Policy

Our policy outlines our approach to lift safety and maintenance across our properties. 

Lifts and Lifting Equipment Policy

How Anchor keeps your lift working

We are responsible for making sure lifts (and lifting equipment that belong to Anchor e.g. stairlifts, hoists etc.) are safe and properly managed. This includes:

Regular servicing and inspections, in line with regulatory guidance, to make sure lifts meet required safety standards
Ensuring repairs are carried out when faults or breakdowns are reported
Ensuring all repairs, servicing and maintenance are carried out by qualified contractors
Having emergency arrangements in place if someone becomes trapped in a lift
Ensuring clear safety signage is visible inside and near lifts, including weight limits and emergency contact details
Keeping residents informed about planned maintenance, repairs or long-term lift outages
Considering reasonable adjustments for residents with disabilities or mobility needs, especially during lift breakdowns.

How you can help keep lifts working safely

Do not exceed maximum passenger/load limits
It’s important not to use the lifts for moving furniture, as this can cause unintentional damage to the lift's doors and interior. Items of furniture can add up in weight quickly too. Many companies will be happy to provide delivery of furniture using stairs for access
Scooters should not be used in lifts
Wait for the lift to stop completely and for doors to open fully before entering or leaving.
Do not try and obstruct the doors from closing. Do not block the doors with things like wheelchairs, prams, bags etc.
Keep children close and hold their hands inside the lift - they should not be left unattended
Do not force the doors to open or close
Do not jump, push or play inside the lift.

Using a scooter in the lift 

For residents' safety, and to prevent damage caused by excessive weight, we would recommend that scooter users do not use scooters in lifts. Where it is necessary for mobility reasons then:  

Residents not using a scooter must be given priority to use the lift over scooter users  
Only one scooter and scooter rider can use the lift at any time  
No other residents should use the lift at the same time, to ensure weight limits are not exceeded and to avoid injury or damage  
Scooters must be positioned centrally (both width and depth) within the lift 
Scooters should be driven forwards into the lift and reversed out.

Fire safety and lifts

Do not use lifts if there is a fire or fire alarm sounding, unless the lift is clearly marked as a fire evacuation lift and you have been told to use it
Use the stairs where possible during emergencies.

What to do if the lift stops or breaks down

Stay calm and try and ensure those who are with you do the same. Wait for assistance
Use the alarm button or intercom inside the lift to contact help – this will connect you to Anchor on Call or the onsite care team (where there is one)
Follow the instructions given by the operator
Do not try to force the doors open or climb out of the lift
If the person trapped is experiencing significant distress or a medical emergency, the Local Fire and Rescue Service will be called.

Stairlifts, aids and adaptations

Reasonable requests for adaptations, including the installation of stairlifts, will be considered in accordance with our Aids and Adaptations and Home Improvements Policies.

Once the guarantee or defects period has ended, Anchor will assume responsibility for the repair and maintenance of stairlifts located in communal areas. Where a stairlift in a communal area has been self-funded by a resident, Anchor will manage its maintenance, with all associated costs recharged to the resident. The resident will be responsible for removing the stairlift when they move out of the location unless another resident is willing to take over responsibility for the stairlift.

Stairlifts installed solely for the benefit of an individual resident (or a member of their household) and located inside the resident’s home will remain the sole responsibility of that resident. Again, the resident would be responsible for removing the stairlift unless the incoming resident was willing to take responsibility for it.

Need help or advice?

If you have any concerns about the lift at your location (including the lift not working or getting stuck, the doors not opening or closing properly, strange noises, shaking, sudden stops, or broken buttons/lights/mirrors) please talk to your location manager or contact the Customer Experience Hub on 0800 731 2020.

If you have mobility needs, health concerns, or require adjustments related to lift use, contact us to discuss available support or reasonable adjustments.