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At the BHTA Joint Section Meeting 2026, held on 18 June at the British Motor Museum in Warwickshire, members heard from Bill Lee, Head of Policy & Compliance at the BHTA, who delivered a practical session exploring how the BHTA complaints process works in practice.
Using anonymised case studies and the latest complaints data, Bill demonstrated how complaints are assessed under the BHTA Code of Practice, highlighting the importance of evidence, communication, and proportionate decision-making.
The presentation opened with an overview of the BHTA complaints process, which provides a consistent framework for handling complaints made under the BHTA Code of Practice. Each complaint is assessed on its individual merits, with companies given the opportunity to resolve issues directly where appropriate. Where a complaint cannot be resolved and meets the relevant criteria, it may proceed to independent arbitration.
The seven stages of the BHTA complaints process are shown below.
Bill also shared complaints data covering 2024, 2025, and 2026 year-to-date.
Across the three reporting periods, BHTA recorded 149 complaint records, including 39 formal complaints. Complaint volumes peaked in 2025, which also recorded the fastest average resolution time at 27.5 days.
Looking across BHTA sections, the Mobility Group (Retailer) recorded the highest number of complaints in each reporting period, while Stairlifts & Access consistently ranked second. Bill noted that these figures should be viewed in the context of the size and activity of each section rather than as a measure of performance.
Refund or price reduction disputes and goods not being of satisfactory quality consistently featured among the most common reasons for complaints. Email remained the most common method of submitting complaints, while many cases did not progress beyond the initial review stage, reflecting the importance of early engagement and effective communication.
Bill brought the complaints process to life through anonymised case studies, illustrating the range of issues that can arise and how complaints are assessed in practice.
One case involved a mobility accessory that detached during normal use. As the customer had reported concerns before the item was lost and the product was considered not fit for its intended purpose, the complaint was upheld and the supplier agreed to provide a replacement.
Another case highlighted the importance of clear communication around aftercare. After a customer opted out of marketing literature, they did not receive information about extending their stairlift warranty. The supplier accepted that the distinction between marketing and essential aftercare had not been sufficiently clear and offered the warranty at the original price.
Members also heard about a complaint relating to specialist equipment that had been subject to numerous service visits over several years. While the customer remained dissatisfied, the evidence showed that the supplier had continued to investigate concerns, attend appointments, and carry out remedial work, so the complaint was not upheld.
The final example followed a complaint about a rise-and-recline chair that progressed to independent arbitration. The arbitrator found that responsibility for providing a product fit for purpose remained with the supplier, resulting in the complaint being partially upheld and an award being made for inconvenience.
Collectively, the case studies reinforced the importance of BHTA members and suppliers maintaining comprehensive records, communicating clearly with customers, and resolving concerns as early as possible wherever practical. For consumers, these steps help support fairer outcomes, clearer expectations, and greater confidence when issues arise.
Bill closed by positioning complaints as a practical source of learning for members, showing how issues can arise from product performance, communication, aftercare, record keeping, or customer expectations. The session underlined the role of clear processes in supporting fair outcomes and maintaining confidence in the standards expected of BHTA members.
Buying from a British Healthcare Trades Association (BHTA) ensures that the company you’re buying from adheres to the BHTA’s strict Code of Practice, which is approved by the Chartered Trading Standards Institute (CTSI).
This means BHTA members commit to providing a level of service above and beyond that of their legal obligations, so you can expect to receive expert advice, excellent customer service, and never be pressure sold any products or services.
There are several ways to identify whether a company is a BHTA member:
Warning: A company could fraudulently display the BHTA logo on their website, even if they are not a member. To ensure that a company is a member, the BHTA logo on the company’s website should be clickable and take you through to the CTSI member verification page to confirm that the company is a member.
The CTSI member verification page looks like the below:
If you are still unsure whether a company is a BHTA member, please contact us to verify their details by calling 020 7702 2141 or emailing info@bhta.com.
The British Healthcare Trades Association (BHTA) has welcomed Fen Mobility Centre as a new member. Fen Mobility Centre offers a comprehensive array of mobility solutions, alongside daily living aids, gadgets, and walking supports.
The BHTA recently caught up with Sara Cunnington, Director and Occupational Therapist at Fen Mobility Centre, to learn more about how Sara’s clinical background brings valuable expertise into the mobility sector and why being a BHTA member strengthens the company’s commitment to ethical trading, customer confidence, and keeping pace with industry developments.
Sara has worked as an occupational therapist (OT) for 17 years across Cambridgeshire and Fenland, primarily within community settings.
“Throughout my career, I have enjoyed every element of OT practice—from leading teams and supporting professional development to working directly with patients and helping them live more independently,” Sara said.
“My passion has always been about making a meaningful difference in people’s everyday lives, whether through tailored advice, practical solutions, or compassionate care.”
In 2025, Sara and her husband purchased Fen Mobility Centre, after long admiring the company’s impact within the community. This has given Sara the opportunity to bring her clinical expertise into the mobility sector, ensuring that customers benefit not only from high-quality products but also from the insight and support of someone who understands their needs from a healthcare perspective.
Sara continued: “I am proud to work alongside our excellent team to continue developing our service, expanding our product range, and ensuring that Fen Mobility Centre remains a trusted source of independence and support for our customers.”
Fen Mobility Centre offers a comprehensive array of mobility solutions—from mobility scooters and powerchairs to riser-recliner furniture, profiling beds, and home adaptations like stairlifts and ramps—alongside daily living aids, gadgets, and walking supports.
“Our services are as much about people as products,” Sara explained. “We provide test drives, home and showroom assessments, same-day collection or next-day delivery, setup services, equipment hire, insurance, servicing and repairs, all underpinned by a Zero Pressure Guarantee and excellent aftercare.
“With over three decades of experience, VAT-free pricing, and an onsite occupational therapist, our ethos centres on compassionate, professional support tailored to individual needs.”
Fen Mobility Centre’s recent strategic partnerships have expanded the retailer’s selection of travel-friendly mobility items, enhancing its ability to meet diverse customer requirements across Cambridgeshire and Fenland.
One of the key challenges for mobility businesses is keeping pace with the constant changes in policy, regulation, and best practice across the healthcare and mobility industry. This is a challenge faced not just by Fen Mobility Centre, but so many other firms in the sector.
To ensure that Fen Mobility Centre’s customers always receive safe, high-quality products and advice, the company needs to stay well informed and adaptable, Sara emphasised. Additionally, with the growth of online sales and evolving customer expectations, maintaining trust and demonstrating its commitment to ethical trading has never been more important.
Sara added: “By joining the BHTA, we gain access to expert guidance, updates on industry developments, and a network of trusted peers. This support will help us navigate regulatory changes more effectively, adopt best practices, and reinforce our promise to put customers first.
“Membership also gives us the opportunity to contribute to a collective voice that helps shape the future of our industry.”
Sara said she is especially keen to take part in BHTA webinars focused on policy and regulation, as keeping up to date in this area is essential for delivering safe, compliant, and trusted services to customers.
Fen Mobility Centre’s mission is to provide high-quality mobility solutions that genuinely improve the independence, safety, and wellbeing of its customers. The retailer states it is committed to upholding the highest standards of professionalism, transparency, and customer care.
Being a BHTA member means that Fen Mobility Centre can demonstrate its dedication to ethical trading, strengthen customer confidence through association with a trusted national body, and align with an organisation that shares its values.
Sara explained: “Membership will not only hold us accountable to the BHTA Code of Practice but also connect us with industry peers, best practices, and resources that will help us continue to grow responsibly while delivering exceptional service to the communities we serve.”
One major benefit of being a BHTA member is having the chance to network with likeminded industry peers for shared knowledge, learning, and expertise, especially at BHTA Section meetings, where relevant and important topics are discussed. This engagement opportunity is one that particularly appeals to Sara.
“I am really looking forward to engaging with the upcoming BHTA events, particularly as opportunities to connect and network with other businesses across the mobility and healthcare sector,” she commented.
“In addition, I see great value in attending BHTA events and Section meetings outside of my core area of expertise, as this will give me greater insight into parts of the healthcare landscape I don’t encounter regularly.
“By broadening my knowledge in this way, I can bring fresh perspectives back to Fen Mobility Centre and continue developing both our service and product offering.”
Fen Mobility Centre has exciting short-term and long-term plans for the future.
In the short term, the retailer’s focus is on enhancing and broadening its product range to meet an even wider variety of needs.
Sarah highlighted: “Alongside our core mobility and daily living equipment, we are placing greater emphasis on sensory products—items that support comfort, wellbeing, and independence not only through physical solutions but also through sensory engagement. This reflects our ongoing commitment to understanding the whole person and tailoring support that truly improves quality of life.”
Looking further ahead, Fen Mobility Centre hopes to expand beyond its single showroom, making its trusted service and ethos accessible to more communities. By opening additional locations, the retailer strives to provide the same compassionate, professional care, and high-quality product offering to a broader customer base, while maintaining the family-centred values that defines the company.
To find out more about how the BHTA can support your business and how to become a BHTA member, visit this page.
The British Healthcare Trades Association (BHTA) has welcomed Merits Health Products UK as a new member. Merits Health Products UK offers manual wheelchairs, powerchairs, rehab powerchairs, mobility scooters, accessibility equipment, stairlifts, patient aids, and seating and positioning products.
The BHTA recently caught up with Frank Robertson, UK Manager of Merits Health Products UK, to learn more about how Frank started at the firm, the company’s extensive product portfolio, and how becoming a BHTA member affirms that the company is ethical, professional, and reputable.
Frank is a professional mechanical engineer with over 35 years’ experience in engineering, manufacturing, and management, including jobs outside of the UK.
In 2018, Frank was looking for a new challenge. He had worked in aerospace, defence, consumer electronics, telecommunications, even environmental services, and banking. He was looking for something different, something that would make a difference to people.
Frank was approved by a recruitment company that was looking for someone with experience of managing diverse engineering teams from different companies and institutions to research, design, and build a leading-edge power wheelchair for young people. A wheelchair that would meet the mobility challenges that young people said they faced every day and also incorporate the latest in technology that could complement a wheelchair.
The project was the Wheels of Change led by the charities Whizz Kidz and Duchene UK and funded by the players of the Peoples Postcode Lottery and Motability Operations.
“It was an extremely challenging project, placing young wheelchair users at the centre of design, and, in spite of the Covid pandemic, we delivered the ambitious Dream Wheelchair prototype in November 2020,” Frank said.
The Dream Wheelchair project was a success, and the charities wanted to investigate if it would be possible to develop it for production and launch it on the market.
Enter Mike Laiman, Global VP Operations of Merits Health Products Co.
Frank explained: “Merits not only designs and builds mobility products under its own Merits, Avid, Pilot, and Precision Comfort brands, but it is also one of the major contract manufacturers of powered wheelchairs and other mobility products.”
Mike saw the potential in the Dream Wheelchair and the similarities it had to the Avid Axcel Front Wheel Drive wheelchair that was already in development. Mike committed Merits to build the Mk2 and Mk3 prototypes of the Dream Wheelchair.
Frank continued: “Sadly, the funding available to Whizz Kidz and Duchenne UK ran out, and Mike asked me to join Merits, which was investigating entering the UK market with its own Avid brand of complex powered rehab wheelchairs, and the rest, as they say, is history.
“I am now the UK manager for Merits, establishing Merits brands in the UK with one eye on Europe, and I still get to work with our engineering and research & development teams in Taiwan and the USA.”
Merits Health Products Co. is a Taiwanese-owned company founded by Larry Cheng in 1986 because his mother required a wheelchair, and he thought he could design and build a wheelchair that could meet his mother’s specific needs better than the wheelchairs available in Taiwan at that time.
Since then, the company has grown to become a global corporation with operations in Taiwan, China, Vietnam, the US, and, from April 2024, the UK.
The current range in the UK includes the Avid brand Axcel and Axcel Narrow, which Frank states is the narrowest front-wheel-drive wheelchair on sale in the UK; the Velocity, the firm’s premium mid-wheel-drive fully featured rehab wheelchair; and the Merits Ultra Mid, the company’s entry-point rehab model that is still highly capable and feature-packed.
The P326e Vision Sport wheelchair launched in the UK at this year’s Naidex.
“It received a lot of attention for its comfortable and easily accessible seating, high manoeuvrability, and good looks,” Frank commented.
Merits Health Products UK recently introduced its Pilot range of stairlifts in the UK. Additionally, the firm has just announced the acquisition of Aergo Health and its patented Air Cell Seating Technology. By focusing on healthy and functional seated posture, Aergo solutions help reduce pain and prevent pressure ulcers.
Frank described the company’s ethos and commitment to high-quality solutions: “At Merits we believe in ‘enhancing life through mobility’. We strive to enable independence and accessibility for all, by providing life-enhancing quality solutions that support people in living their life to the fullest.
“The Merits Health Products logo, consisting of four red hearts, is a symbol of our commitment to provide products second to none. The four red hearts represent faithfulness, caring, love, and untiring determination toward our goal of enhancing human life. We commit to continue our efforts in providing the best possible products and services available at a competitive cost to our customers.”
Merits Health Products is driven to improve lives – every day, all over the world – by making high-quality manual wheelchair, powerchair, rehab powerchair, mobility scooter, accessibility, patient aid, stairlift, and seating & positioning products.
The company provides reliable, expertly engineered solutions for nearly every need. Its innovative designs constitute years of experience and research to fully understand the specific needs of individuals.
“Through years of consultations, personal contacts, and studies, Merits Health Products has adapted every way conceivable to satisfy our customers efficiently with quality and professionalism,” continued Frank.”
Merits Health Products UK has also enhanced laboratory testing capabilities to help customers solve quality challenges and improve product reliability.
The function of the in-house laboratory is not only to meet the test standards and regulations but also to take into account the customer’s reasonable use habits to verify the quality of the firm’s products and to gain the trust of distributors and the trust of end-users in its quality.
Even though it is part of a global corporation, Merits Health Products UK faces the same challenges as any new start-up company.
Frank stated: “The world is a rapidly changing place right now.
“We have ships having to avoid the Suez Canal because of the threat of missile attacks, adding cost and time to supply chains. The growing threat of a trade war through the implementation of tariffs.
“It is beyond us as a company to avoid these global issues, but our global footprint allows us to manufacture our products in the right locations to minimise the impact such issues have on everyone.”
Merits Health Products UK believes it has the right products for the UK market and is now working to build a network of dealers to represent it across the UK. This is so that users everywhere can have access to its products in the knowledge that they have a local dealer supported by a multinational mobility company that believed in making a difference to people’s lives.
Merits Health Products UK is looking to expand its current product range. It already has in development new powerchairs that have been designed specifically for the UK market to cope with the infrastructure challenges that exist in the UK and Europe.
The plan is to launch these products at Rehacare in September, where the company will have a large stand with Merits Health Products employees from around the world. At Rehacare, the company will further exhibit a wide variety of products from its different brands.
The BHTA is a trade association in the healthcare and assistive technologies arena, working on behalf of its members to improve industry standards and consumer protection. With more than 400 members of retailers, installers, service providers, distributors, and manufacturers, this represents many of the current and future companies Merits Health Products UK wants to work with and as its customers.
“What better way to demonstrate to them the standards and values we believe in than to join a trade association that they are also members of?” Frank explained.
Merits Health Products UK believes that being a member of the BHTA demonstrates to the mobility sector that it is a moral company with high ethical standards that can be a trusted supplier to their business.
Being a part of the BHTA means that the company has to conform to the BHTA Code of Practice. This code ensures that the mobility and healthcare community who need Merits Health Products UK’s products can trust that the company is professional, ethical, and has their best interests at heart.
Frank highlighted another important benefit of being a BHTA member: “We also recognised strong BHTA membership provides an opportunity for its members to interact and engage with regulatory and standards-setting bodies, both domestic and international, and to be a part of the BHTA’s activities, improving standards for the provision of quality healthcare and assistive technology products and services.”
Merits Health Products UK plans to attend the Future of Medtech conference on the 13th of May in Northampton, as the company sees immense value in the potential to introduce new technological innovations, such as the IoT.
The firm also plans to attend the South West Regional Networking event in Bristol on the 8th May, where it hopes to find out other members’ interests and what they require from a supplier like Merits Health Products UK.
To find out more about how the BHTA can support your business and how to become a BHTA member, visit this page.
The British Healthcare Trades Association (BHTA) has recently welcomed Stairlift Recycling Ltd as a new member.
Stairlift Recycling Ltd removes used stairlifts and refurbishes them before offering them to those in need at reduced rates. Its refurbished stairlifts come with a lifetime warranty, providing customers with peace of mind.
The company’s mission is to enhance independent living by significantly lowering the cost of mobility equipment and reducing environmental waste.
Established in 2013, Stairlift Recycling Ltd has provided affordable, high-quality stairlifts for over 10 years. Its services help bridge the gap for individuals in need of affordable mobility solutions.
Stairlift Recycling Ltd has managed to overcome challenges around people being wary of purchasing second-hand or refurbished equipment.
The company explains: “The refurbished stairlift market is highly specialised and aimed at people with mobility issues, often the elderly or disabled. Raising awareness about the benefits of reconditioned stairlifts can be difficult, especially when new stairlifts by the big companies dominate the market.
“Consumers are wary of purchasing second-hand or refurbished equipment, especially devices like stairlifts. Overcoming these concerns through marketing and advertising is crucial.”
Stairlift Recycling Ltd decided to become a BHTA member to ensure it aligns with high industry standards and gains additional credibility in the healthcare market.
The BHTA is known for its strict Code of Practice, which is approved by the Chartered Trading Standards Institute (CTSI). By joining the BHTA, Stairlift Recycling Ltd can demonstrate its commitment to ethical business practices, customer protection, and safety standards.
Stairlift Recycling Ltd adds: “Being part of the BHTA helps us to reassure customers that our products and services meet rigorous quality and safety criteria. It also enhances trust, particularly for potential customers who are hesitant about purchasing refurbished mobility equipment.
“Moreover, BHTA membership allows us to network with other reputable healthcare businesses and stay informed on industry trends and regulations.”
The company is looking forward to attending any upcoming BHTA Regional Networking Lunches alongside BHTA Stairlifts and Access Section Meetings.
Looking ahead, Stairlift Recycling Ltd will expand its operations through localised hubs nationwide, which will help the firm deliver faster installation and maintenance services. Another focus is on creating job opportunities for veterans, helping ex-servicemen and women reintegrate into society by employing them in various roles within the company.
To find out more about how the BHTA can support your business and how to become a BHTA member, visit this page.
There are currently over 23 million households in the UK, many in buildings more than 50 years old and most of which contain steps. This isn’t a problem when you have no difficulty climbing stairs, but if – for whatever reason – even a couple of steps becomes a major barrier or physical hazard, your own home can suddenly quite seriously disable you.
When this happens, you are left with four choices: do nothing, all too quickly losing the ability to live independently in your own home; you can re-organise the house in order to live and sleep downstairs; you can move to a bungalow or ground floor flat; or you can install some form of domestic lift, such as a stairlift or a through-the-floor lift. This last option is likely to be the least distressing, the most practical, and financially prudent means of ensuring you retain as much independence as possible.
When installing a domestic lift, your first move should be to get an independent assessment of your daily living needs by a BHTA stairlift member. Occupational therapists (OTs) and other healthcare professionals can often offer independent advice, not only on potential access solutions, but also on the variety of grants and funding options that may be available to help with the cost, which will be financially means tested.
Independent Living Centres can also help. This discussion will help you to decide how best to solve your problems, and you’ll be in a much better position to get the support and facilities you need.
Domestic lifts, such as a stairlift or a through-the-floor lift, come in a variety of forms; your final choice ultimately depends on your own particular needs and situation. There is a misconception that many people think that stairlifts are fixed to the wall. All stairlifts are fixed to the stairs, not the wall.
Fixed stairlifts are powered mechanisms mounted on stair-fixed tracks, which follow the line of the stairwell (so can be either “straight” or “curved”). A majority of these are used by people who can walk but find stairs a problem; the user is normally seated during transfer, although some models allow you to perch or stand, which might be preferable if you have difficulty bending your knees.
There are also fixed stairlifts with a wheelchair platform, but although the platform usually folds up against the wall, they do take up a lot of room and many domestic stairwells may not be broad enough.
A through-floor or homelift may be ideal if you are able to stand or sit and come in compact or wheelchair accessible sizes.
Naturally, building work is involved to create the aperture for a lift, but your homelift provider will be able to take care of that for you. Homelifts are more expensive than some stairlifts.
Short rise lifts are ideal for coping with small changes in floor level – at a front step or in a split-level hallway – where there is insufficient space to put a ramp. Some structural work may be required to ensure that the main mechanism is sunk below ground level.
The value of a professional assessment by a local BHTA stairlift member cannot be over-emphasised, as there are lots of questions that need to be answered before you can proceed. For example:
Your physical condition could deteriorate, so it may be wiser to consider installing a through-the-floor lift so that, in the future, it can accommodate a wheelchair.
You need to take into consideration the home environment, not just in relation to the physical things like doors, bulkheads, and radiators, but also family members, pets, and visitors.
Make sure a stairlift covers the whole length of the staircase if you’re buying second-hand; one that covers 11 stairs in one house might only cover 10 in yours.
All installations should be carried out by a manufacturer-trained engineer. It is advisable not to use untrained staff for installation.
Check whether the company you’re dealing with is a member of the BHTA. All BHTA members commit to a Code of Practice, approved by the Chartered Trading Standards Institute. The code sets out the levels of service you can expect from the company.
Choosing the right stairlift will make a great deal of difference to your comfort and confidence in using it. There are various aspects to consider and products designed to suit different needs.
Stairlifts can be fitted to most properties. If you have a curved, spiral, or unusually shaped staircase it may be possible to install a more specialist product. Outdoor steps and stairs can also be accommodated. These come with water-resistant components and covers protecting them from the elements.
All manufacturers make lifts for straight stairs, so there are many models to choose from.
You might feel able to get off the lift and walk up the last few steps, but you need to decide if you are likely to be able to go on doing this. If you need to travel the entire way to the top of the staircase, you may need to consider a curved stairlift from the outset. Always seek advice from your stairlift installer if you are unsure of the right model for your application.
Curved stairlifts are made bespoke to the staircase and, in some cases, can even be fitted to spiral stairs.
You always have to think about how much room you need for your knees or feet to accommodate you on a stairlift in a seated position. It is worth talking to a specialist BHTA member, as there are variations between models and they can guide you through the assessment.
If there is a door close to the bottom of the stairs, the stairlift may have to travel across it. To avoid everyone using the door and stepping over the rail, most lifts have folding rails as an optional extra, which lift the rail up and out of the way. Changing the stairlift to the opposite side of the staircase may be another solution.
In most houses, there is enough space at the top and bottom of the stairs for getting on and off the lift comfortably. In some houses, you have to be careful not to bang your knees on radiators or other obstructions. Consider removing any obstructions (radiators may be re-sited or replaced with smaller models for convenience). Seek advice from your stairlift installer.
You can park the lift at the top or the bottom because you can send it back up or down the stairs once you have got off. Some curved lifts can also have intermediate park points.
If you use a wheelchair, you need to be able to transfer on and off a stairlift seat and to sit in it safely. If you cannot transfer, you will need to think about a stairlift with a wheelchair platform or a vertical lift.
Stairlifts need to be comfortable to sit on. All the models come with a safety belt that you should always use. If you have stiff limbs or difficulty bending your knees, it may be easier to choose a lift with a footrest you stand on and a perching stairlift, which has a small, high seat or ledge to give support during travel. You may consider a downward facing seat.
If other people use the stairs and you have a narrow hall and landing, you will probably need to fold the lift up when you are not using it. The armrests and footrests fold on all models with seats. The seats fold too on most models, although, on some, only the front section of the seat flips up.
How easy it will be to get on and off a stairlift is affected by the height of the seat and the amount of space in your hall and landing, so seek advice from your BHTA stairlift member company, which will recommend the best solution for you and your stairs.
As a guide, your minimum seat height should be the distance from the crease at the back of your knee to the floor. Some models have adjustable seat heights, and some will have a one size fits all.
All stairlifts with a seat have two armrests. All armrests lift up to fold back. These can be raised separately to assist you when transferring or standing up. This is particularly helpful if you are transferring across from a wheelchair.
Your BHTA specialist will give you helpful advice and user tips when carrying out an assessment.
Swivel seats help, because you can swing round to face away from the stairs and towards the landing. The swivel is operated by levers which are usually on the side and just below the seat cushion. The size and shape of these varies. Some manufacturers offer a powered swivel option.
Stairlifts usually have two controls – one to switch the power on and off, and one to make the lift move up or down. Most up/down controls are either operated by a joystick or pushbutton, dependent on the model.
On stairlifts the controls are usually on the armrest – either on the top or on the end; but make sure that it is not where you might accidentally switch it on when you are getting on or off the stairlift. This can be a problem if your hand slips easily or if you make involuntary movements.
On standing and perching lifts, the controls are on the guard rail or on the armrest – you can reach them when the seat is folded up. You do have to press the up/down control continuously while the lift is moving – if you don’t it will stop.
Most lifts are supplied with wall-mounted call and send switches at the top and bottom of the stairs. Some manufacturers and suppliers provide handheld and remote call and send switches with their lifts.
All stairlifts are supplied with a seat belt. Some are retractable belts, and some are lap straps. Most manufacturers also offer a harness option.
Diagnostic lamps or displays can guide you should the lift not operate correctly. This is especially helpful when contacting the service engineer. Many simple issues can be resolved over the phone saving on callouts.
The lift can be installed quickly if you are buying directly, using your own money. But it can take several months if you are waiting for a grant.
Installation itself is usually done in a day. You might not be able to use the stairs while the work is being done. Installation will need a power socket so that the stairlift can remain plugged in or wired directly to the spur socket and must remain switched on at all times.
Homelifts and vertical through-floor models will need building work, and this needs to be considered as part of the planning before installation.
If you buy a stairlift direct, the manufacturer or distributor will deliver and install it. This will include all electrical work and the removal of any obstructions on the stairway, such as a handrail. Ask the installer what alterations will be needed, and who will be responsible for them, including any making good.
The running rail for most stairlifts is fitted directly on to the stair treads, so holes have to be made through the carpets. Decorations are affected where the controls are fitted to the walls.
The installer will show you how to operate the stairlift and make sure that you can manage it and that you are comfortable on it. He/she should make any necessary adjustments. Make sure that your feet fit on to the footrest and that it is a comfortable distance from the seat.
You should be given written instructions and a telephone number to use if you have any queries or problems. It’s a good idea to stick the number on the lift.
Any stairlift should meet European Standard BS EN 81-40 as well as the relevant European CE marking. Through-the-floor lifts should meet British Standard BS5900, which covers the installation and the use of powered homelifts.
European Standard BS EN 81-40 requires a number of safety features:
A stairlift is one of the more significant pieces of equipment you are likely to buy to make your house easier to live in. If you do not have the funds yourself, there are different ways to access grants or other financial help.
Grants are available through local authorities for house adaptations and equipment. The main sources are: Disabled Facilities Grant (DFGs) in England, Wales, and Northern Ireland or an Equipment and Adaptations Grant in Scotland. You must apply before buying the stairlift and starting any work.
DFGs are available to disabled people who own or rent their home. They can also be paid to landlords on behalf of tenants. The grant is means-tested, so the amount paid depends on your income and savings. The authority pays the grant but has to consult the social services department to find out if you need the adaptation or equipment and whether it will be appropriate for you. The whole process can take some months and can be subject to a priority waiting list.
DFGs may be mandatory or discretionary. If the work is essential for you to be able to move around your home, you will be considered for a mandatory grant. You may qualify for a grant if your disability makes climbing the stairs virtually impossible and if you need the stairs to reach an essential facility such as a bathroom.
At the time of publishing this article, the latest information about grants and repair assistance is available at the following web addresses:
If you live in housing association property, you may be eligible for the grants described above. Alternatively, a grant can be paid to the housing association if you are assessed as needing an adaptation or equipment.
In England and Wales, grants are available through the Housing Corporation; in Scotland through Scottish Homes; and in Northern Ireland grants come direct from the Department of Environment, Northern Ireland.
If you do not qualify for a grant, or it does not cover the full cost of your stairlift, and you cannot afford the sum required, you might consider approaching social services for some assistance.
National and local fund-giving bodies and charities may be able to give you financial help. Local libraries have directories of these. The Disabled Living Foundation publishes a free fact sheet on sources of finance for disabled people.
You may not have to pay Valued Added Tax (VAT) if you are buying a lift for your own use or you may only have to pay a reduced VAT rate of five percent. You do not have to be registered disabled. The supplier will give you a form to complete if you are eligible.
All new lifts come with a minimum guarantee of 12 months. This covers the cost of parts, labour, and callouts. Most firms supplying second hand lifts give a six- or twelve-month guarantee. Beyond that, the main types of aftersales support are:
As recommended by British safety standards, it is imperative that your lift is serviced annually. This safety check is very important, as it can identify if the lift safety features are all working correctly, and bolts and fittings are tightened and checked.
This is generally an extension of the guarantee. The cost varies between companies and according to how many years you opt for. This cover includes parts, labour callouts, and servicing checks.
This is a cheaper alternative to an extended warranty. It may be the only option available for lifts bought second hand. You book a service, once a year. The cost covers labour, but you have to pay for any replacement parts.
If the lift breaks down and you don’t have a maintenance contract, you will need to call out the manufacturer, retailer, or a repair firm. Typical costs will be comparable to a plumber or electrician’s callout charge, excluding parts. Before taking on any type of maintenance contract, check what it includes and hours of callout availability.
Depending on where you live and how you buy your stairlift, you may be able to get help with servicing costs from your council, registered social landlord, or social services. This is dependent on local policies, but it is worth making enquiries before you enter into any service agreement. Check if you are required to pay for any maintenance work if the lift is supplied as part of a grant.
The warranties offered by stairlift firms cover the lift only for mechanical failure. If you want cover against accidental damage, and things like fire, theft, or flooding, you will need to take out insurance on the lift.
Insurance companies vary in whether they insure stairlifts under contents or buildings policies, or indeed at all. Always tell your insurance company when you are having a stairlift installed.
If your local authority is responsible for the stairlift and for servicing, it might also pay for insuring it.
Specialist insurers are able to give specific policies for stairlifts. Information on these can be acquired from your stairlift supplier.
A national charity providing independent advice on mobility aids, disability aids, daily living equipment. Certified as a producer of reliable health and social care information.
Telephone: 0300 999 0004
Offering clear, practical advice, this is a website that lets you read reviews of products and add your own comments.
Tel: 020 3141 4600
An independent research charity providing free practical and detailed guidance for older and disabled consumers. RiDC has an online guide to choosing and buying a stairlift.
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Terry Lifts has recently become a member of the British Healthcare Trades Association (BHTA).
For more than 50 years Terry Lifts has designed and manufactured lifts in Cheshire. It now supplies lifts globally. Each lift has been developed to enable users and their loved ones to overcome barriers, revolutionise their quality of life, allow them to remain in the family home, and to restore some independence.
BHTA recently caught up with Steve Hill, National Sales Manager at Terry Lifts, to discover more about the firm, how being a BHTA member can help better regulate compliance in the lifts sector, and the importance of networking with peers.
Steve’s journey into the lift industry was a “happy accident”. Originally, Steve wanted to be an electronics design engineer but started exploring more interesting career paths after finishing college. Steve soon spotted a trainee draftsman job at Terry Lifts.
“I excelled in technical drawing at school and thought my dad would be impressed as he had followed a similar path when he was young, and so I gave it a try,” recalls Steve.
“Later in my career, I was attracted to field sales. I relished the opportunity to design and survey sites and loved the idea of meeting customers and helping people to get the correct solution. I could also apply my skills as a draftsman to produce drawings for the builders. That brought me to a position of being a manager, and then on to my current role as national sales manager.”
Terry Lifts’ product range includes through-floor homelifts; platform lifts; step lifts; and its award-winning temporary access solution, the portable access platform lift. It offers a comprehensive and complete service, which includes surveying, preparatory works, installation, and ongoing maintenance.
“Our offices and factory are based on a trading estate in Knutsford,” Steve explains. “Here we have our fabrication shop, powder coating facility, a purpose-built training academy and a fully equipped showroom that is open to both trade and the public.”
As the firm supplies both domestic and public access markets, it has a broad customer base. These include private individuals, occupational therapists, local authority procurement, adaptation and housing service teams, trade agents, and export partners.
Steve adds: “Our best-selling product aimed at the domestic market is our Harmony home lift which can be partially or fully enclosed (Harmony FE). The launch of the Harmony was an industry-first. Today, both are available in a range of sizes from compact to longer and wider and can be customised.”
One of the many reasons a firm may decide to become a BHTA member is to become part of a larger, collective voice to help drive positive change within a sector.
This is one of the reasons that Terry Lifts joined the association.
Steve explains:“We believe our greatest challenge is unfair trading. There are discrepancies within the lift industry regarding standards and certification, and this means we are not operating on a level playing field.
“With its respected Code of Practice, we instantly recognised that BHTA can support us in driving positive change. We wish to look at how we can better regulate compliance and the section meetings will help us achieve this, providing a safe space for debate and lobbying which can be used to influence decision-making.”
Terry Lifts had previously been a BHTA member, but this lapsed as management changed. However, the lifts manufacturer has recently evolved under the stewardship of Managing Director Dave Allen, who appreciates the benefits and opportunities of being a BHTA member.
Now, Terry Lifts is excited to support the BHTA’s current offering while sharing its expertise and experience within the organisation and its peer group.
“Our customers are also reassured by our BHTA status,” adds Steve. “It gives confidence. They can trust that we are verified and abide by the BHTA Code of Practice. This is invaluable because as we know the Code of Practice is approved by the Trading Standards Institute.”
Terry Lifts’ plans for the future involve several developments for the domestic market. These range from the development of a completely new lift to a compact version of an existing lift and improving the features and design of another current lift.
“We have incredibly robust R&D processes which involve all departments and external advisors,” Steve emphasises. “Currently, we are on track for a launch by the end of the year.”
The lift supplier will also be attending a few more events and exhibitions in 2023, which include Foundations Liverpool, Kidz to Adultz North, the OT Show, and Interlift.
Steve and a colleague will be attending their first BHTA Stairlifts & Access Section Meeting on 11 October too.
“We are very happy to be adding the BHTA section meeting to our event calendar,” says Steve. We value all networking and relish this opportunity to engage with our peer group.
“We’re hopeful that it will be both interesting and rewarding. Beyond this, we look forward to the BHTA 2024 event calendar and making the most of the member opportunities.”
To find out more about how the BHTA can support your business and how to become a BHTA member, visit this page.