We’re improving how we manage your lift repairs

Your home

A new project is under way to review how we manage lifts in your buildings.

Male hand obstructing lift doors

Based on your feedback and our own data, we’re working to improve our management and maintenance of lifts to reduce the time lifts are out of service.

We also want to improve our communications with you, so that we’re keeping you better informed when your lift requires a repair.

Improving how we manage lifts is a priority for A2Dominion, as set out in our new corporate strategy.

Russell Thompson, A2Domnion’s Interim Asset Director, said: “We understand how disruptive and frustrating it can be when your lift goes out of service.

“With responsibility for around 400 lifts across 250 buildings, we’re continually working to deliver a good service for customers.

“However, we know that repairs can sometimes take longer than we expect, and that you don’t always get the communications you need from us.

“These are the key areas we’ll be tackling with this project, supported by an investment of £5.6m into repairs, maintenance and lift replacements across a number of our schemes.”

More about the project

As part of our work, we’ve been reviewing the main factors that impact how quickly we can deliver lift repairs and maintenance works. These include:

  • The availability of contractors due to shortage of tradespeople and recruitment
  • Difficulty with accessing spare parts due to the variety of lifts we maintain
  • A long dispatch time for new parts because of the need to source parts from Europe.

Based on the initial findings of our review, we’re now:

  • Better understanding the lift breakdown patterns in our buildings, which is enabling us to identify the parts commonly needed to fix them.
  • Ordering multiple several spare parts at the same time. This means our contractors can hold a stock of spares, reducing delays in sourcing parts.
  • Carrying out proactive inspections of older and less reliable lifts and using these findings to consider where refurbishment or replacement is needed.

As part of our longer-term programme of improvement works, we will also be:

  • Putting in place new processes to ensure we communicate with you more quickly and clearly when your lift breaks down. This will include using text messages and noticeboard signs to keep you informed of what action we’re taking.
  • Improving our management of contractors through triaging issues earlier in the process, daily monitoring and enhancing the working arrangements to escalate issues earlier in the process particularly for lifts out of service. This should help improve your experience and satisfaction with our services.
  • Delivering our investment of £4.7m for 2023-24 in new lifts to improve reliability and make sure we provide modern and easy to maintain lifts.


How you can help

There’re also some things you can do to help reduce the risk of a lift breakdown and ensure your safety. Please take a look at our dos and don’ts tips below.


  • Step carefully into and out of the lift for personal safety
  • Stand away from the lift doors
  • Report vandalism, repairs, or breakdowns to us as soon as possible


  • Use the lift in the event of a fire
  • Force or hold lift doors open, as this can cause damage to the door mechanism
  • Put your hand/arm out to keep the doors open as this can result in personal injury
  • Lean against the lift doors
  • Use excessive force on the button panel
  • Jump up and down in the lift
  • Leave litter or items in the lift
  • Overcrowd the lift

More information

You can find more information about our services on our website in our help section.