By ILECS, Independent Lift & Escalator Consultants
Recurring breakdowns. Delayed responses. Unexpected invoices. For many property managers, a failing lift is more than just an inconvenience; it’s a reputational risk. But when frustrations with your service provider hit boiling point, it’s worth asking: is the contractor underperforming, or is your maintenance contract failing to protect you?
As the professionals responsible for keeping buildings safe, accessible, and operational, property managers wear many hats. One of the trickiest? Navigating the fine print of lift maintenance contracts. And when things go wrong, it’s not always clear who’s at fault.
At ILECS, we work closely with property professionals across the UK, helping them make sense of what they’re covered for and where they’re being let down. And we see a recurring pattern: property managers believe their lift service provider is falling short, when in reality, the contract they’ve signed is the root of the problem.
The Illusion of Coverage
Many assume they have comprehensive cover, until they’re billed for callouts, parts, or labour. What’s often missing is transparency. Basic contracts typically offer minimal servicing and charge extra for almost everything else. Intermediate plans may cover a few callouts but come with tight exclusions. Even contracts labelled “comprehensive” can disappoint when crucial components or repair are not included.
The result? Frequent complaints, growing tensions with contractors, and property managers left in the dark.
Red Flags That Warrant a Second Look
If you’re experiencing any of the following, it’s time to review your contract:
- Recurring lift faults with no long-term fix
- Long response times after a fault is logged
- Surprise invoices for work you thought was covered
- Missed routine service visits
- Inadequate or unclear reporting
These symptoms could suggest contractor underperformance or a contract not fit for purpose.
Three Questions to Ask Before You Complain
- Are KPIs or SLAs clearly defined? Without clear benchmarks, holding your provider accountable is difficult.
- Is your contract written around your building or your contractor’s priorities?
- Have you had the contract independently reviewed?
Time for a Smarter Approach
If you’re unsure whether your contractor is underdelivering or simply doing what’s contractually agreed, then it’s time to get clarity.
At ILECS, we offer independent lift maintenance audits to assess the true quality and frequency of servicing your lift receives. This impartial review identifies whether your maintenance provider is meeting expectations, and more importantly, whether those expectations are clearly defined in your contract.
From there, we help you make informed decisions. We can also create bespoke lift maintenance contracts tailored to your building’s actual needs, factoring in usage, environment, equipment age, and operational risk. Crucially, we ensure the terms are written with your interests in mind, not your contractor’s.
Together, the audit and bespoke contract form a powerful combination:
- Objective insight into current performance
- A contract that enforces accountability
- Transparent KPIs and service level guarantees
- Strategic cost control and risk reduction
With ILECS as your independent lift consultants, you move from reactive complaints to proactive control.
Final Thought
Complaining might feel justified, but it’s only effective when backed by clarity. If your lift service isn’t meeting expectations, start reviewing what’s in writing. The right insight and the right agreement can transform your lift management from reactive to reliable.
ILECS are independent lift consultants with over 35 years of experience helping property managers simplify and optimise their lift management strategies. Learn more at liftconsultants.co.uk
