What happens if the rented stairlift needs repairs during the rental period?

If a rented stairlift develops a fault during the rental period, stop using it if it is unsafe or unreliable and contact Independent Stairlifts using the support details provided with your agreement. We will assess the problem and arrange the appropriate repair in line with the terms of your rental agreement. Do not try to dismantle, adjust or repair the stairlift yourself.

When you report a fault, have the following information available where possible:

• the name of the person who uses the stairlift and the installation address;
• a brief description of what has happened, including any warning lights, unusual sounds or error messages;
• whether the stairlift is stuck at the top or bottom of the stairs;
• whether anyone is currently unable to leave a floor safely; and
• any relevant details about what happened immediately before the fault.

This information helps us establish the urgency and send the right engineer or provide appropriate instructions. If the stairlift has stopped between floors, remain seated with the seat belt fastened if it is safe to do so, and use the emergency or lowering procedure explained during installation. If the user cannot exit safely, or there is an immediate medical or other safety risk, contact the emergency services as well as reporting the fault to us.

What happens after you report the fault? We will discuss the symptoms with you and determine whether the issue can be resolved with safe user checks or requires an engineer visit. Simple checks may include confirming that the stairlift is switched on, the charging points are unobstructed and the remote control has working batteries. Only carry out checks specifically recommended by our support team. Never remove covers, interfere with wiring or attempt to bypass a safety feature.

If an engineer is needed, we will arrange an assessment and repair appointment. The engineer may test the stairlift, inspect the track, batteries, controls and safety systems, and identify whether a component needs adjustment or replacement. The stairlift should not be used again until the engineer confirms that it is safe to do so. If a repair cannot be completed during the first visit, you should follow the engineer’s advice about safe use while parts or further work are arranged.

Are repairs included in the rental? This depends on the rental agreement. Routine faults caused by normal operation are commonly dealt with under the agreed servicing or support arrangements, but the exact cover, response arrangements and any exclusions must be checked against your documents. Charges may apply where damage results from misuse, accidental impact, unauthorised alterations or failure to follow the operating instructions. We will explain any proposed charge before carrying out work that falls outside the agreed cover.

Normal wear and a fault caused by an internal component are different from damage caused by an external event. For example, report problems following a power issue, water ingress, a collision or damage to the track or seat when you contact us. Do not continue using the stairlift simply because it still moves; a change in noise, speed, stopping position or smoothness can indicate a safety issue that needs attention.

Will you provide a replacement stairlift? A replacement is not normally the first step. Most reported faults can be assessed and repaired, but the appropriate solution depends on the stairlift’s condition, the availability of parts and the terms of your agreement. If the stairlift cannot be used safely for a period of time, ask our team what arrangements are available and whether any temporary solution is suitable for your circumstances. Do not arrange alterations to the staircase or install another mobility aid without checking first, as this could affect the rental equipment or agreement.

Keep the rental agreement and installation information accessible, and make sure everyone who uses or supervises the stairlift knows how to report a problem. Regularly check for obvious obstructions on the stairs and keep the charging points clear, but leave servicing and repairs to a qualified engineer. Prompt reporting gives us the best opportunity to restore safe, reliable use while protecting the equipment and the user’s safety.