Lift & Escalator solutions for Retails, Entertainment & Leisure

Yes. All lifts in public venues must comply with LOLER, the Lifting Operations and Lifting Equipment Regulations, as well as PUWER, the Provision and Use of Work Equipment Regulations. These regulations set out mandatory inspection frequencies, record-keeping requirements, and safety standards that venue operators are legally responsible for meeting. VM Elevators manages full compliance on behalf of our clients, including thorough examinations carried out by competent engineers and all associated documentation.

The required frequency of maintenance visits depends on the type of lift, its age and how intensively it is used. In retail stores and shopping centres, monthly maintenance visits are typically recommended due to the high levels of daily passenger traffic. Larger retail destinations with multiple lifts, extended opening hours or particularly heavy usage may require a more tailored maintenance regime. VM Elevators will assess your equipment and operational requirements to recommend an appropriate servicing schedule.

Yes. During any service visit, the lift must be taken fully out of service so our engineers have unobstructed access to the lift, the lift shaft, and the motor room. 'Out of Service' notices will be clearly displayed on each floor for the duration. We are happy to schedule routine maintenance at times that minimise disruption to your business — this is something we accommodate when agreeing your service contract.

Callouts are always treated as top priority. In the event of a breakdown during trading hours, an engineer will be dispatched as part of a standard callout. We aim for same day attendance, but times can vary on location, access and engineer availability at the time of the call. VM Elevators focuses on restoring service as efficiently as possible to minimise disruption to your retail environment.

Regular planned maintenance also plays a key role in reducing the likelihood of unexpected downtime, helping to keep lifts operating reliably throughout busy trading periods.

No. For the safety of passengers and engineers alike, the lift must be taken fully out of service before any repair or maintenance work begins. Operating a lift during active work on its components is unsafe and contrary to industry regulations. Our engineers will ensure the lift is correctly isolated before work commences and confirmed safe before it is returned to service.

Yes. As the owner or responsible party for a lift, you carry a legal duty of care for anyone who uses it. It is essential that your insurer is aware that a lift is installed on the premises, failure to disclose this may invalidate your liability cover in the event of an accident. You are also legally required to have an emergency plan in place, including a functioning two-way communication system meeting EN81-80 standards, and a current service contract that includes 24/7 emergency call-out provision. Keeping your lift properly maintained and regularly inspected is your primary safeguard against liability.

All commercial lifts must comply with the Provision and Use of Work Equipment Regulations (PUWER) and the Lifting Operations and Lifting Equipment Regulations (LOLER) 1998. While the law does not specify that a formal contract must be in place, these regulations impose a clear duty to ensure your lift is kept safe and properly maintained at all times. A structured maintenance contract is the most reliable and cost-effective way to meet that obligation. Ad hoc repairs leave you exposed to unplanned costs, longer response times, and potential compliance gaps
Want to discuss a maintenance contract for your lift?
Contact us on 0800 448 8615 or visit our lift maintenance page.

The Equality Act 2010, which replaced the Disability Discrimination Act 1995, requires building owners and managers to make reasonable adjustments to ensure people with mobility, sensory or other access needs can use every floor of their premises. For lifts, this may include lowering control panels to a height accessible from a wheelchair, installing illuminated buttons and Braille controls for visually impaired users, fitting full-height door safety edge protectors, adding handrails, and installing a digitised floor annunciator. If your lift does not currently meet these requirements, VM Elevators can carry out a modernisation assessment and advise on the works required.

Compliance rests on two foundations: regular maintenance by a competent lift engineer, and periodic Thorough Examinations carried out in accordance with LOLER 1998. Under Regulation 9 of LOLER, any lift used to carry people must be thoroughly examined at least every six months. The Thorough Examination, sometimes referred to as Form 54, is a systematic inspection of all safety-critical components, carried out by a qualified independent examiner who produces a formal written report. Your lift must also comply with BSEN81-80. Retaining up-to-date maintenance records and Thorough Examination reports is essential, these are the documents an HSE inspector will expect to see.

Responsibility is determined by the terms of the lease agreement. In multi-tenancy buildings such as shopping centres, the landlord typically retains responsibility for shared infrastructure including lifts. In single-occupancy leasehold arrangements, the obligation may be passed to the tenant. Regardless of how responsibility is allocated within the lease, the legal duties imposed by PUWER and LOLER remain absolute: whoever has control and management of the lift must ensure it is properly maintained, regularly inspected, and safe to use. If there is any uncertainty, review your lease carefully and seek legal advice before agreeing a maintenance arrangement.

You are required to maintain records of all maintenance visits and Thorough Examinations

Following each VM Elevators callout and lift service visit, a detailed digital report is completed in real time, recording all works carried out. Where required, any recommended remedial works are issued alongside the report as a quotation, with both documents provided for your records.

Thorough Examination reports (Form 54) must also be retained, as these provide the formal documentation of regulatory compliance under LOLER. These records should be kept accessible and up to date at all times, as they will be required in the event of an HSE inspection, an insurance claim, or any incident involving the lift.