Choosing the right lift maintenance service provider

There are a vast number of companies in the UK who offer lift and escalator maintenance services. So how do you decide which one is right for your business? Here are a few things to consider, because these decisions can make a big difference to your business.

Identifying your objectives

This may sound like a really simple one, but it’s a good idea to get it down in writing, so it’s clear. This will allow you to align with the right lift and escalator service provider when you start doing your research. For example, is experience important to you or cost? Is one that can demonstrate an exceptional safety record or a provider who can supply you with information related to your service via technology, such as apps and portals, important to you?

Elements to Consider

Experience

You are likely to want a service provider who has a good deal of experience. In terms of lifts, do they have knowledge of all kinds of lifts as well as all types of issues and challenges. If you are not an expert on the subject, this becomes even more important as you will look to your service provider to guide you in certain instances. A good example of this is how to manage your LOLER reporting. LOLER relates to the inspection of your lift and understanding the requirements is imperative to keep everyone safe in your building as well as your organisation compliant.

Safety Record

All businesses are required by law to keep a record of any work-related incidents which cause death or serious injury. They also need to report diagnosed cases of certain industrial diseases and any ‘dangerous occurrences’. The lift industry is extremely dangerous, so working with a lift service provider who takes safety seriously is likely to be very important. This is not only for the passengers but also for the wider public and the lift engineers themselves.

Coverage and Depth of Resource

Of course, this factor will be different for different organisations. If you have multiple sites across the UK then coverage is likely to be a factor, should you require engineers to arrive on site quickly in the event of a breakdown or entrapment. Likewise, depth of resource is important. Will your lift service provider have the resource you need during main holiday periods in the summer and at Christmas to react quickly to emergencies?

Technology

Technology is shaping all industries and the lift industry is no exception. All lift and escalator service providers have differing levels of technology to support the partnership and the service they provide. Technology can help improve the service you receive by providing key data to engineers before they even arrive on site. It can also be used to keep you better informed about what is going on with the lift and escalator, if it is in, or out of service for example, as well as usage levels to help you manage your lift portfolio. Again, it will come down to your objectives and requirements. Often having information at the touch of a button can free your time up to focus on other tasks, so for many it’s a key benefit.

Account Management and Back of House Support

Although fulfilling a relatively straightforward task in a building, lifts and escalators can be quite complex. So having a point of contact for queries will be a key benefit. Some service providers may not offer that immediate contact option in the form of a UK call centre for example, with the owners of the business being the engineers themselves who are often working on site. It is often also prudent to think about your equipment over the longer term. Like all equipment your lift will need investment in terms of upgrades and repairs from time to time, so gaining the right advice on capital planning is often necessary.

Access to Lift and Escalator Spare Parts

You are very likely to require spare parts at some point during your lift maintenance contract. Like a car, they break down. Consider how quickly your service provider can get spare parts for them to be fitted, otherwise it could mean your lift is out of service for some time. Does your service provider hold parts at any facilities for instant access? Or do they have to order them as and when required, which can sometimes slow down the process?

Cost

It is very likely that cost is a key consideration when choosing your service provider for lift maintenance. The key thing to understand is what you get for the price you pay. Often, if the price seems too good to be true, it often is. During the service visit are all floors being inspected? Are all safety procedures being adhered to? Value is more likely what you are looking for and remember how important the lift is to your building. What is the cost if you are unable to get people to the floor they need, how much hassle is this likely to cause or could it even impact the revenue of the business? Understand what budget you have available and get the best possible value for that budget. While the lift and escalator undertake a simple task in terms of transporting people between floors, they are often an integral part of a building which struggles to function when a lift is out of service.

Contract Options

Different service providers will offer different lift servicing contract options. Ensure there is one that suits you. You may prefer a contract which includes only the service, so all repairs are chargeable. Alternatively, you may prefer to know exactly how much your contract is going to cost each year so would rather pay for a contract with all minor and major parts included. One thing to be mindful of is if you want total piece of mind, ensure that the contract does include major parts as not all ‘comprehensive’ contracts do and ultimately you don’t want any unpleasant surprises.