How does maintenance and support work during the stairlift hire period?

Maintenance and support during a stairlift hire period are normally covered by the hire agreement. Independent Stairlifts can provide help if the stairlift develops a fault, arrange an assessment where needed and organise servicing or repairs so the equipment remains safe and suitable for use. The exact response arrangements, included services and any exclusions are set out in your agreement.

Support during your hire

If the stairlift is not operating correctly, stop using it if doing so could be unsafe and contact Independent Stairlifts using the details provided with your hire documents. Useful information includes whether the lift will not start, stops part-way, makes an unusual noise, fails to charge or displays a warning. Explaining what happened can help the support team identify the likely cause and decide whether advice or an engineer visit is required.

Some apparent faults have a simple cause, such as the lift not being fully parked, a power switch being turned off or the charging point not being reached. The support team may talk you through safe checks. Do not remove covers, interfere with wiring or attempt a repair yourself. If the problem cannot be resolved safely by telephone, the stairlift should be assessed by a suitably qualified engineer.

Servicing and routine checks

Any planned maintenance required during the hire should be arranged in line with the terms of your agreement and the condition of the equipment. An engineer may check the stairlift’s operation, controls, safety systems, track, seat, carriage, batteries and charging points. They may also identify wear or an adjustment that is needed to keep the lift operating reliably.

Routine care by the user is also important. Keep the track and the area around the stairlift clear, avoid placing objects on the steps or near the carriage, and use the controls as instructed during installation. Follow the manufacturer’s guidance for charging and cleaning. Report changes such as unusual movement, repeated stopping, battery warnings or damage rather than continuing to use the lift as normal.

What happens when a repair is needed?

1. Contact Independent Stairlifts as soon as you notice a problem and describe the symptoms.
2. Follow any safe troubleshooting advice provided by the support team.
3. If an engineer is required, arrange a suitable visit and provide access to the stairlift.
4. The engineer will inspect the equipment, identify the fault and explain the repair or adjustment needed.
5. After the work, the stairlift should be tested to confirm that it is operating correctly and safely.

Whether a particular repair, replacement part or call-out is included depends on the hire agreement and the cause of the problem. Faults arising from normal use may be dealt with differently from damage, unauthorised alterations, misuse or an issue outside the stairlift itself. If a charge may apply, this should be clarified with you before chargeable work is undertaken wherever possible.

Safety and access for engineers

Keep the stairlift accessible and tell the team about any changes in the user’s mobility, the property or the way the equipment is being used. Do not allow other people to use the lift if it is showing a fault. If the stairlift has been damaged, has exposed wiring, smells of burning or behaves unpredictably, switch it off if this can be done safely and seek advice immediately.

Engineers may need access to the full staircase, the charging points and relevant electrical supplies. Pets, furniture or other obstacles should be kept away from the work area. If the user cannot safely manage while the stairlift is unavailable, discuss this with the support team so the situation can be assessed and appropriate next steps explained.

Changes during the hire period

Tell Independent Stairlifts if the user’s condition or requirements change, or if the stairlift becomes difficult to use. Do not alter the seat, controls or track without approval. An assessment may be needed to determine whether an adjustment, different configuration or another mobility solution is more appropriate. Any change to the hire arrangement should be agreed before work is carried out.

At the end of the hire, maintenance responsibilities and the process for arranging removal will follow the agreement. Continue to use the stairlift only as instructed until removal is completed, and report any fault that occurs before the equipment is collected. If you are unsure whether a problem is covered or what to do next, contact Independent Stairlifts and refer to your hire documents so the support team can give advice specific to your arrangement.