Non-emergency lift call charges:

We are not required to attend incidents where a person is shut in a lift without immediate physical or medical danger. We should only be called in an emergency.

Why we charge

The scheme, introduced in 2009, aims to reduce the growing number of unnecessary incidents we attended.

A charge will apply when:

• we attend three or more non-emergency calls in lift incidents
• at the same building
• within 12 months

Whose responsibility is it to maintain lifts?

Building or lift owners must maintain lifts and provide a 24/7 lift release service with, as well as communications facilities inside the elevator so a person can raise the alarm.

We can help you reduce the number of non-emergency release incidents. Contact your borough team for further information.

Can I appeal if charged?

To appeal a charge you must be able to demonstrate you had suitable arrangements for lift release in place, however, they were not used for reasons beyond your control.

You must also show:

• the Brigade is not part of your routine non-emergency lift release arrangements
• clear instructions are provided in the lift explaining what to do in the event of a breakdown
• two-way communications is possible between the person in the lift and a person able to initiate the release arrangements
• your release plans take less than one hour to implement under normal circumstances
• reasons why the arrangements did not work in the instances you have been charged for