Start with the needs of your building: the lift’s make and age, how it is used, recurring faults and the effect of downtime. Give each prospective provider the same information so their proposals can be compared fairly.
Look for relevant experience and a reliable reputation.
Ask about experience with your type of lift and its control equipment. Supporting an older passenger lift can involve different skills and parts availability from looking after a newer platform or goods lift.
Look for evidence alongside the sales pitch. Read recent reviews for patterns in communication, attendance and follow-up, and ask for references from clients with similar equipment or buildings.
- What comparable lifts does the company look after?
- What training and experience do the engineers assigned to your equipment have?
- Can the company provide current insurance details and evidence of any accreditation it claims?
Memberships and badges can be useful supporting information. Check what they cover and whether they are current, alongside the provider’s practical experience.
Check the services and repair capability you need.
Decide whether you need routine maintenance, help with repeated breakdowns, an upgrade, a condition review or a new installation. Ask which services the company provides itself and which involve specialist partners.
For existing equipment, discuss how faults are investigated, how replacement parts are sourced and what happens when a component becomes obsolete. If specialist tools, software or manufacturer support are needed, ask how the provider obtains them.
Describe a recurring fault or a recent lengthy breakdown. Ask how the company would approach the investigation, keep you informed and decide whether repair or replacement is appropriate.
At Forge, we support modern and legacy equipment and assess in-house repairs to control boards and drives case by case. You can read more about our repair capability and modernisation service.
Compare what the maintenance contract actually includes.
Package names alone are not enough to compare proposals. Ask for a written breakdown of planned visits, breakdown attendance, labour, parts and exclusions.
The proposed servicing schedule should be explained in relation to the lift, its condition, usage and the manufacturer’s recommendations. A visit count helps you compare scope, but it does not tell you everything about the work undertaken.
| Area | What to confirm |
|---|---|
| Planned servicing | Number of visits, intended work and how completed or missed visits are recorded. |
| Breakdown attendance | Whether call-out charges are included, and whether out-of-hours attendance costs extra. |
| Labour and repairs | What is included during attendance, when work becomes a chargeable repair and which rates apply. |
| Parts and consumables | Which items are covered, any limits and exclusions for particular components or existing defects. |
| Initial condition | Whether a survey is required and how existing faults affect the proposed cover. |
For example, Forge’s Intermediate package includes call-out charges, while repairs remain chargeable. Comprehensive cover is tailored to the lift after a dilapidation report. Our maintenance page sets out all three packages and their visit requirements.
Understand breakdown response and communication.
Clarify how to report a breakdown during the day and out of hours, who receives the call and how attendance is prioritised. Ask about coverage at your specific postcode.
Separate the time to acknowledge a call, the time to attend and the time to restore service. Attendance does not always mean an immediate repair: diagnosis, access, parts and specialist support may affect the outcome.
- Are response times targets or contractual commitments, and what conditions apply?
- How are passenger entrapments prioritised?
- Who updates you if a lift remains out of service?
- Will you receive an explanation of the fault and a plan for further work?
Ask to see the reporting—and clarify examination arrangements.
A sample service or call-out report helps you understand the information you will receive. Look for the findings, work carried out and any recommended follow-up. Ask who will explain outstanding issues and provide quotations where needed.
The report should suit the visit. Routine servicing does not necessarily need the same diagnostic detail as a technical investigation. You can view examples of Forge’s reports to see the difference.
Routine maintenance does not replace a thorough examination under LOLER. Ask who will carry out the examination, how independence is maintained and how findings or requests for supplementary testing are handled.
HSE guidance on thorough examinations explains the distinction and the role of the competent person.
Forge does not carry out LOLER examinations in-house. We can help arrange an independent provider or make an introduction, and discuss any supplementary tests requested.
Compare total costs and contract terms.
Request quotations against the same equipment list, visit frequency and level of cover. A lower annual fee may cover less work, so compare likely additional charges as well as the headline price.
- Annual charge, VAT treatment and payment schedule.
- Call-out fees, labour rates, travel charges and out-of-hours rates.
- Parts charges and how repair quotations are approved.
- Contract length, renewal arrangements, price reviews and notice periods.
- Exclusions, existing defects and any limits on included work.
If you are changing provider, review the current agreement before committing to a start date. Agree how service records, examination reports, access arrangements and emergency contact details will be handed over.
If you are uncertain about the lift’s present condition, a separate condition inspection can help you understand what needs attention before comparing proposals.
Before you decide
Your lift company comparison checklist.
Ask each shortlisted company for the same information:
- Evidence of experience with your equipment and references from similar sites.
- A proposed service schedule with the work and reporting explained.
- Written inclusions, exclusions and rates for additional work.
- Breakdown arrangements, response commitments and an update process.
- A sample report and a clear process for following up recommendations.
- Confirmation of who handles examinations and specialist testing.
- Complete contract terms and a practical handover plan.
Choose the proposal you can understand and assess against your building’s needs. Ask for unclear points to be confirmed in writing before making your decision.