Steps to take if someone is stuck in a lift
The lift in your property is serviced and maintained by our competent contractor, Classic Lifts. They visit monthly to service the lift and ensure that all safety features are working correctly.
Although getting stuck in a lift is rare, it can occasionally happen, if an electrical fault occurs, during power outages or if passengers misuse the equipment. We’ve put together a checklist on what to do if you find yourself in this situation.
What to do if you are trapped
Inside the lift, there is a two-way communication intercom called an autodialer which links you directly to our call centre and support team.
We understand that being trapped in a lift can be stressful, but should you find yourself in that situation, follow these steps:
- Stay calm: There are instructions inside the lift or on the QR code to guide you.
- Press the call button: Hold it down for three seconds to connect to our call centre.
- Don’t attempt to leave: Keep your distance from the doors and do not attempt to force open the doors.
- Follow instructions: Our trained staff with assess the situation and decide the best course of action. We aim to avoid involving the fire service unless necessary.
If you are outside the lift
If you become aware of someone trapped inside a lift, don’t attempt to rescue them yourself as this can lead to more accidents. It is safest for trapped passengers to remain in the lift until trained personnel can assist them. Here are some tips on how you can assist in this situation:
- Reassure them: Let them know that help is on the way. The questions and answers below may also help you to reassure them.
- Confirm communication: Ensure they have pressed the call button inside for three seconds to connect with our call centre.
- Get updates: Call us on 0300 500 0926 for information and updates.
- Keep them informed: Share updates with the person inside.
- Do not force the doors: The lift may be stuck between floors.
Lift stops don’t pose any risk to users but can be inconvenient and annoying. Lifts are designed with multiple safety features to ensure a secure ride. Safety concerns are, and always have been, one of our main priorities so we aim to make every single lift ride smooth, and safe.
Question and answer advice
Modern lifts have multiple safety systems to prevent them from falling. You’re secure in there so please try and make yourself as comfortable as possible. The lift company have been alerted and will be here as soon as possible.
I understand but try and stay calm and make yourself as comfortable as you can. They’re working on getting you out as quickly as possible.
Yes, you can use your phone to call or text someone if you have signal. It might help pass the time and keep you calm.
Focus on your breathing and count to 5 as you breath in and out. I can assure you that they are working on getting you out. Concentrate on something neutral and visible, such as the time ticking on your watch to help regulate your breathing and thoughts.
No, please don’t. Forcing the doors can be dangerous if the lift decides to restart suddenly and you could injure yourself. Please wait for the trained mechanic to arrive.