What happens if the rented Stannah stairlift requires repairs during the rental period?

If your rented Stannah stairlift develops a fault during the rental period, contact Independent Stairlifts as soon as possible. We will discuss the symptoms, assess whether the stairlift can be used safely and arrange for a qualified engineer to inspect it where necessary. Repairs and routine servicing are normally included in the rental agreement, subject to its terms and any stated exclusions.

For safety, stop using the stairlift if it stops unexpectedly, makes an unusual noise, moves irregularly, shows a fault warning or otherwise appears unsafe. If the stairlift has stopped on the stairs, follow the safety advice provided with your installation and contact us. Do not remove covers, interfere with wiring or attempt to repair the mechanism yourself, as this could create a safety risk and may affect responsibility under the agreement.

When you report a problem, we may ask for details such as:

• what the stairlift was doing when the fault occurred;
• whether it will move in either direction;
• whether there are warning lights, error messages or unusual sounds;
• whether the problem occurs at a particular point on the stairs; and
• whether there has been a power interruption, accidental damage or another relevant change in the home.

This information helps us identify whether the issue may be related to the power supply, charging points, controls, safety sensors, batteries, track or another component. An engineer may be able to resolve a straightforward problem during the visit. If a replacement part is needed, the stairlift may require further work once the correct part is available.

Where the fault results from normal wear, an internal component failure or another issue covered by the rental agreement, the provider will normally arrange and pay for the repair. The precise scope of cover depends on your signed agreement. It is worth checking whether servicing, call-outs, labour, batteries and replacement parts are included, rather than assuming that every repair-related cost is covered.

A repair may be chargeable if the problem results from accidental or deliberate damage, misuse, unauthorised alterations, failure to follow operating instructions or another exclusion in the agreement. If an engineer believes a charge may apply, you should be told what has happened and what work is proposed before chargeable work goes ahead. Ask for clarification if you are unsure whether the issue is covered.

Keep the rental paperwork and installation details available when reporting a fault. The agreement will usually confirm the correct contact route, service arrangements and any limitations on cover. If you have moved the stairlift, changed the electrical supply or allowed someone who is not authorised to work on it to carry out repairs, mention this when contacting us, as it may affect diagnosis and liability.

After the repair, the engineer should test the stairlift and its relevant safety features before it is returned to normal use. If the fault continues, report it again rather than repeatedly operating the stairlift. A recurring problem may require additional investigation, adjustment or replacement of a component.

The key point is not to arrange an independent repair without first contacting Independent Stairlifts. Reporting the problem promptly allows the fault to be handled through the rental support process, helps prevent further damage and ensures that any work is carried out by a suitably qualified person under the terms of your agreement.