What happens if the stairlift breaks down during the rental period?

If a rented stairlift breaks down during the hire period, stop using it and contact Independent Stairlifts through the support details in your hire agreement. The fault will be assessed and, where covered by the agreement, a repair or other suitable solution will be arranged. Your agreement confirms the scope of maintenance, any exclusions, and whether call-outs or replacement equipment are included.

If the stairlift stops while you are using it

• Remain seated and keep your seat belt fastened, if fitted, until it is safe to leave the stairlift.
• Do not try to force the lift up or down the stairs, bypass a safety feature, or repair the equipment yourself.
• Use the emergency stop or other controls only as described in the operating instructions.
• Contact the support number provided with your rental paperwork and explain where the stairlift has stopped and what happened immediately beforehand.
• If you are unable to leave the stairlift safely, have a serious medical concern, or believe there is an immediate risk, contact the emergency services and ask someone nearby to assist if possible.

If the stairlift is parked safely at the top or bottom of the staircase, keep it switched off and do not allow anyone to use it until the fault has been checked. If the stairlift has stopped on the stairs, avoid attempting to climb around it. This can create a greater fall risk, particularly for anyone with limited balance or strength.

What happens after you report the fault

1. A member of the support team will take details of the problem, including any warning lights, unusual noises, loss of power, movement issues, or error messages.
2. You may be given straightforward checks to carry out, such as confirming that the mains power is switched on, the charger is connected, or the track and seat area are clear. Only carry out checks that you are comfortable completing and that have been recommended by the support team.
3. If the problem cannot be resolved safely, a service visit will be arranged in line with the terms of your hire agreement and the availability of an engineer.
4. The engineer will inspect the stairlift, identify the cause of the fault, and carry out an appropriate repair where possible. They may need to test the lift before it is returned to use.

Common causes of apparent breakdowns include a switched-off power supply, a flat or poorly charged battery, an obstruction affecting a safety sensor, a remote control that needs attention, or a genuine mechanical or electrical fault. Do not assume the cause or continue using the stairlift simply because it moves intermittently. Report recurring faults, unusual sounds and repeated stops, as these can indicate a problem requiring professional attention.

Is a repair covered by the rental?

Breakdown cover depends on the terms of your individual short-term hire agreement. Routine servicing and faults arising from normal use may be included, while damage caused by misuse, unauthorised alterations, accidental damage, or failure to follow the operating instructions may be treated differently. Your agreement should also explain any applicable call-out charges, response arrangements, repair exclusions and responsibilities for the stairlift during the hire period.

If you are unsure whether a particular problem is covered, contact Independent Stairlifts before arranging work with another contractor. Unauthorised repairs or modifications could affect the equipment’s safety and may affect your responsibilities under the rental agreement.

What if the stairlift cannot be repaired immediately?

If an on-site repair is not possible, the available options will depend on the fault, the equipment supplied and the conditions of your agreement. This may involve a further engineer visit, replacement parts, removal for repair, or alternative equipment where this is appropriate and available. A replacement stairlift is not automatic, so ask the support team what arrangements apply to your hire.

Tell the support team if the breakdown means you cannot access essential areas of your home, attend a medical appointment, or manage safely without assistance. This information helps them understand the practical urgency, although response times remain subject to engineer availability, parts and the terms of your agreement.

How to reduce the risk of problems

• Keep the stairlift connected to its charger when it is parked in the designated charging position.
• Keep the track, footrest and travel path clear of clothing, pets and other objects.
• Use the lift only as explained during installation and do not exceed its stated user or weight limits.
• Keep the operating instructions and support details where you can find them easily.
• Report changes in performance promptly rather than waiting for the stairlift to stop completely.

For a breakdown, use the contact details in your hire agreement so the fault can be logged against the correct rental equipment. Have the agreement or installation information available if possible, and describe whether the stairlift is at the top, bottom or part-way along the staircase. This allows the support team to provide safer, more relevant guidance.