London & the South East · 24/7 call-outs
Emergency lift
call-outs.
Lift out of service or an urgent fault to report? Call Forge Lifts with the location and what has happened. We’ll discuss the situation, availability and the arrangements for attendance.
One-off repair enquiries welcome. No maintenance contract required.
Someone trapped? Use the lift’s alarm or site emergency contact arrangements. Passenger guidance. For immediate danger, call 999.
Passenger safety
Someone trapped inside?
Use the lift’s alarm or emergency phone and follow the instructions displayed in the car. If you cannot establish contact and have mobile reception, call the building’s emergency contact or the maintenance number displayed at the site.
Stay inside and keep clear of the doors. Do not force them open or try to climb out. If you are outside, do not attempt a release yourself.
Read our trapped-passenger guidanceReporting a breakdown
You do not need to diagnose the fault.
Describe what you can observe without opening panels or entering machinery spaces. The same symptom can have several causes; a fault code alone does not establish which part has failed.
If you have already contacted the building’s maintenance provider or emergency responder, tell us what arrangements are in place.
Speak to Forge Lifts- The exact location
- Building address, postcode, lift identification and which entrance an engineer should use.
- Passengers and current status
- Whether anyone is inside, any immediate concerns, and whether the lift is stopped, moving unexpectedly or out of service.
- What you have observed
- Door behaviour, the floor or display shown, unusual noise and when the problem began. Mention whether it has happened before.
- Access and the site contact
- A contact number, who can meet the engineer and any building access procedures. Have existing records available if you can.
From the call to the handover
A clear next step for your lift.
Arrival and repair times depend on the location, access, the installation and what is found. We discuss the arrangements for your incident rather than promise a fixed time for every call-out.
Discuss the situation
Tell us about passengers, the fault and the building. We discuss availability, access and the information needed to arrange attendance.
Assess on site
The engineer investigates the equipment and fault, establishes the work needed and carries out the repair possible during the visit.
Confirm the lift status
The checks and findings determine whether the lift can return to service or needs further work. We explain the outcome and any next steps.
Record the visit
Your job sheet records the findings, work carried out and status at handover, including any follow-up recommendations.
While waiting for assistance
Follow the building’s emergency arrangements, keep people away from affected entrances and keep the site contact available. Do not force doors, attempt a passenger release, reset the lift or switch its power supply yourself. Leave the equipment to the responsible engineer or trained responder.
Attendance & further work
Understand the charges.
Then agree the work.
Call-out and fault-finding charges depend on the attendance arrangements and any applicable contract cover. Ask about charges and authorisation when arranging the visit.
Repair work, replacement parts or further attendance may be needed after the initial assessment. We explain the findings, quote for additional work and discuss parts lead times where relevant.
An included call-out does not necessarily include the repair. Your maintenance agreement sets out the cover, labour, parts and exclusions.
After attendance
A completed visit.
A clear lift status.
A lift may need to stay out of service if the fault cannot be resolved or the required checks are not satisfactory. Completing the attendance does not, by itself, mean the lift is ready to use.
Your call-out sheet distinguishes the work outcome from the lift status and records further work. It gives your building team a record for approvals, follow-up and communication with occupants.
Explore a call-out job sheetBefore calling
Emergency call-out questions.
Do I need a Forge maintenance contract?
No. One-off repair enquiries are welcome. Tell us about the installation and any existing attendance arrangements so we can discuss availability, the work required and applicable charges.
How quickly can an engineer arrive?
Call with the site postcode and what has happened. Availability, location and access affect attendance. We discuss the arrangements for the incident; there is no single guaranteed arrival or repair time for every lift.
Should I use the enquiry form for an urgent breakdown?
Please call 020 7097 8588 for urgent faults. Email is monitored 7am–10pm, and an online enquiry is not an emergency alarm. If passengers are trapped, use the lift’s emergency communication or the site’s emergency contact arrangements.
Can the lift always be repaired during the call-out?
That depends on the fault, findings and parts needed. Some work can be completed during attendance; other faults need replacement parts, further investigation or another visit. We explain what was found and how the lift has been left.
Can you help with older lifts or another manufacturer’s equipment?
We support modern and legacy equipment across a wide range of brands. Share the make, controller details and existing records if known, so we can assess the requirements for the installation.
Our wider repair capabilityShould we reset the lift before calling?
Report what has happened and follow the site’s emergency arrangements. Do not operate lift equipment controls, force doors or attempt a reset yourself. Tell the responder about any actions already taken.
24/7 emergency call-outs
Report an urgent lift fault.
020 7097 8588London and the South East. Share the exact site location so we can discuss attendance.
Locations we coverPassenger safety guidance: Forge’s guide to being stuck in a lift, SNG’s trapped-passenger advice, NHS: when to call 999 and London Fire Brigade emergency contact guidance.