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Claim compensation if your lift was not working

You may be able to claim compensation if your lift was not working and you use it to get to and from your home. 

Check if you can claim  

You can claim compensation if all the following apply: 

  1. The lift was not working for 3 or more days in a row, or the lift was not working for 3 or more times in a one-month period 
  2. There was no other working lift in your block 
  3. You live on the fourth floor or higher, or you have mobility issues and live above the ground floor 
  4. The problem was not caused by vandalism 

How to claim   

Fill in the lift compensation form. 

Make a compensation claim

What happens next   

We’ll contact you within 2 working days to confirm if your claim has been approved. 

If it’s approved, we’ll credit your rent or service charge account, usually within 20 working days.

Compensation rates

We offer £1.50 compensation for each day or part-day the lift is out of service.  

Example 1 

If your lift stops working on day one and gets fixed on day 4, we'll offer £6 compensation in total (4 x £1.50 = £6). 

Example 2 

If your lift stops working for a few hours on 3 separate days within a one-month period, and is fixed and working again on the same day each time, we'll offer £4.50 compensation in total (3 x £1.50 = £4.50).