The lifts at Royal Captain Court

We know residents want to see a lasting solution, not repeated short-term fixes. Because the lift issues have continued, we have appointed an independent lift consultant to help us understand why the problems keep happening and what needs to be done to get the lifts working reliably again.

The consultant has started this work and is overseeing the activity being carried out by Orona. This includes looking at previous breakdowns, repairs already carried out, planned work and any further action that may be needed.

Orona are also visiting the site every day to check the lifts, monitor how they are working and deal with any problems they find. They are sharing this information with the independent consultant.

We know residents want clearer answers about why the lifts have been failing, what the longer-term plan is and what is being done to stop the same problems happening again. These are the areas the review will help us better understand, and we will share another update once we have clear findings and recommendations.

We’ll use this page to share the latest position on each lift, including any repair timescales we have, when contractors are expected on site and what happens next. We’ll update it as soon as we have more information.

Try to stay calm. If the lift stops between floors, press and hold the alarm button for around five seconds to raise the alarm, then stay inside the lift and wait for professional assistance. Please do not try to force the doors open, climb out or leave the lift unless you are told to do so by the emergency services or a lift engineer.

No. The lift issues do not affect the building’s fire safety arrangements. The building’s fire strategy is based on compartmentation, not lifts, and lifts should not be used during a fire. Fire critical systems, such as fire doors, smoke ventilation and alarms where fitted, remain in place. The London Fire Brigade has also been informed so they are aware and can use their standard alternative arrangements if needed.

If there was a fire in your flat, could you get out quickly? You need to let us know if you (or someone else) would find it hard to leave your home. 

To share your details with Sanctuary please do one of the below:

• Phone our Customer Hub on 0808 168 3471 
• Email peeps@sanctuary.co.uk
• Visit www.sanctuary.co.uk/personal-emergency-evacuation-plan-expression-interest

It’s also important that we have your up-to-date contact details so we can reach you quickly if we need to share important updates or provide support.

If you’re not sure your details are right, please fill in our simple online form.

If you need to move larger items, please keep loads small and manageable, break them into smaller, lighter trips, and do not exceed the maximum weight shown inside the lift.  If you are moving into or out of the building, please let the concierge team know in advance so they can support you and help minimise disruption.

Please also take care not to knock items into the lift doors or walls.

If a lift stops working, please report it straight away. Between 8am and 8pm, you can speak to the concierge team at Royal Captain Court. Outside these hours, please contact our Customer Hub on 0800 131 3348 so the issue can be reported and followed up.

Here is some general guidance for using the lifts at Royal Captain Court.

Please check the sign inside the lift for the maximum weight and number of people, and take care when moving furniture, shopping or other large items.

This includes:

• keeping loads small and manageable where possible
• breaking furniture or large items into smaller, lighter trips where possible
• taking care not to knock items into the lift doors or walls
• not blocking the doors open or trying to force them closed
• reporting any issues straight away