The rule to remember.
Check the space. Allow time. Cross together and keep clear of the doors.
Check that the lift suits the journey.
Before entering, allow other passengers to leave and check that there is enough room for the equipment, its user and anyone accompanying them. Consider the space needed to leave as well as to enter.
Respect the lift’s posted load and use restrictions. Total load includes passengers, the mobility device or pram and luggage. A lift being wide enough at the entrance does not guarantee enough space to turn inside.
This guide concerns enclosed passenger lifts. Platform lifts, vehicle lifts and other equipment can require different operating procedures; follow their instructions and those for your mobility device.
Look at the floor and threshold.
Wait for the doors to open fully. Check the gap between the landing and car and whether the floors are level before rolling across. Small front wheels, castors and footrests need particular attention.
If the lift has stopped noticeably out of level, or the gap or threshold looks unsafe for your equipment, do not force a crossing. Contact building staff for assistance and report the problem. If already inside, use the alarm or emergency phone when you cannot exit safely.
Do not attempt a makeshift ramp or ask someone to lift an occupied device across an unsafe gap.
Arrange extra time before you start.
If you need the doors held open, use the door-open control or ask someone already inside to operate it. If you cannot arrange enough time, wait and ask building staff for help.
Do not rush at closing doors, and do not deliberately rely on the doors contacting a wheelchair, scooter or pram to reopen. Obstruction detection is not a substitute for a clear, controlled crossing.
Keep accompanying children close and cross as a group. Avoid leaving a child in a pram inside while you remain on the landing.
Move at a controlled pace.
Approach squarely where the layout and your device’s instructions allow. Use a controlled low speed with a powered chair or scooter, allowing space to stop fully inside. Do not make abrupt turns at the threshold.
Ask a wheelchair user before helping. Do not grab the chair or change its controls without agreement. Follow the user’s preferred method and the equipment instructions rather than imposing a single boarding direction.
Keep feet, footplates, walking aids, bags and loose straps clear of the doorway.
Prevent unintended movement during the ride.
Once fully inside and clear of the doors, secure the equipment against rolling or unintended operation using its prescribed parking or braking method. Hold a pram’s handle and apply its parking brake while stationary.
For powered devices, follow the manufacturer’s instructions for stationary use and avoiding accidental control inputs. Do not select freewheel mode simply because you are in a lift.
Keep the exit route clear. At your floor, check the level and threshold again before moving out.
When access is not suitable.
Ask building staff about an appropriate accessible route or assistance arrangement. A wheelchair or scooter should not be taken onto an escalator as an alternative to an unavailable passenger lift.
Building managers should respond to reports of poor levelling, doors closing too soon or inaccessible controls. Discuss the actual equipment and users’ needs with the maintenance provider rather than expecting passengers to improvise.