Advice: Emergency phone in lift of my flat isn't working (therefore lift can't operate) since 1 Jan. BT only sending engineer on 19 Jan. - HotUKDeals
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Advice: Emergency phone in lift of my flat isn't working (therefore lift can't operate) since 1 Jan. BT only sending engineer on 19 Jan.

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Looking to get advice from people here. I live in a flat and there's only one lift servicing the whole building. I live on the 3rd floor of that building. And the lift has been out of service since 1 …
jsty3105 Avatar
1m, 1w agoPosted 1 month, 1 week ago
Looking to get advice from people here. I live in a flat and there's only one lift servicing the whole building. I live on the 3rd floor of that building. And the lift has been out of service since 1 Jan because there was an initial fault and then the emergency phone within the lift needing fixing. The lift itself was fixed within a couple of days but still can't be put in service because there's no working emergency phone in it.

My landlord has already reported the fault to BT and have only been told that an engineer will be send on 19 Jan. Once the phone fault has been fixed, the landlord can get the lift repair company to then put the lift back in service within 24 hours. My problem is that the resolution time is much too long for such an essential building utility, particularly for me on the 3rd floor. I live with my wife and my 3rd toddler and it's a daily struggle for them to walk up and down the stairs (my wife suffers from asthma too) to get my toddler to nursery.

I've tried to get in touch with BT Cares to no avail as they said it's my landlord's responsibility. My flat's management hasn't gotten much joy in escalating the request. Sounds like both sides are blaming each other. My flat's management is also quite exasperated with BT about the delay in getting a fix done.

Any ideas on what else I can do? I'm very tempted to write a letter to BT's head office about it - as the issue affects almost 2/3 of the building's residents. I also worried my kid might trip one day going down and if one of us is occupied carrying a baby buggy down then.... :(
jsty3105 Avatar
1m, 1w agoPosted 1 month, 1 week ago
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Best Answer
I can confirm that the landlord is being cheap. Openreach have an immediate commitment service, should you wish to pay for it. YES they will send an engineer out SAME DAY. If not at least the next morning. The service provider may not actually be BT, even if it is Openreach / BT that comes to fix it.

Only problem I can see here is the openreach engineer will need to get access to the telephone socket which may be in the lift shaft which means the lift engineer will also have to be there for the lift engineer AND the openreach engineer to ride on top of the lift to the socket. IF not the telephone socket may be simply in the main BT DP room in the building in which case the lift engineer will not need to be present however the landlord will need to answer the damn phone/ point of contact will be needed to be supplied to the openreach engineer otherwise he won't know where to go, or even get access to the DP/lift room, or what hes there to fix he will think its for a flat, and will just kick it back. The engineer may have little to no information depending on what the service provider tells openreach so the mobile MUST be answered.

edit: just thought im thinking the only reason i can imagine the delay is that it is not an existing line but a new line being put it. Now don't look at it as a new line physically but they may not have been a line in the lift for say 6 Months whoever owned it cancelled it etc, but legal requirements being flagged up they put the lift OOS so now they have raised a new order for a telephone for this lift. So lead times can be upto a month for a line to be put it. Thats all I can think of, even by standard lead times for faults is a matter of days at best not 19 days!!


Edited By: Niz on Jan 11, 2017 16:53: 12

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Responses/page:
#1
I would give a notice to your landlord that you're moving to another building or why don't you talk to the other residents like write a letter and tell them to sign it that they agree then maybe he might budge and do something about it faster; if he cares or why don't you ring you're council and see what advice they can give you because I don't think bt will look at you're request alone because I think it's the landlords job to ring them
#2
think you need to pressure landlord as they are the ones with a contract with BT
#3
Sounds as if your landlord might be fobbing you off. For a fault with a business telephone line, Openreach provide BT Business (and other providers) with a quick commitment time (usually within a couple of working days) for an engineer to attend. Only the account holder for that line can chase/escalate within BT, so nothing you can do apart from chase with your landlord.

Edited By: robertr on Jan 11, 2017 15:36
#4
local newspapers and radio love stories like this as do facebook and twitter. have a word with councillors and MP plus any prospective MPs
#5
Four entities: tenant, landlord, building facilities maintenance company, maintenance service provider. The tenant will likely have only one relationship with any of the other three: the landlord. Tenant should complain to the landlord who should pass that complaint to building facilities maintenance company who should in turn instruct the maintenance service provider to react by an appropriate time. The reaction time of the maintenance service provider will be at the request / arrangement of the building facilities maintenance company, plus availability of funding, workforce and equipment / spares. It's the responsibility of whoever instructs the maintenance service provider to stipulate the level of service required and expected. Highly unlikely the service provider would take any instruction from the "end user", but may pay lip service to the circumstances.
#6
robertr
Sounds as if your landlord might be fobbing you off. For a fault with a business telephone line, Openreach provide BT Business (and other providers) with a quick commitment time (usually within a couple of working days) for an engineer to attend. Only the account holder for that line can chase/escalate within BT, so nothing you can do apart from chase with your landlord.
That's useful information and in line with my own expectations - I would really have thought that BT would have a quick commitment time to such a fault rather than giving such a relatively late repair date. Not looking forward to spending longer without that service - which I might if BT Openreach's engineer fails to turn up on the appointed day (as we know it happens for other consumers for things like broadband installations etc)
#7
I can confirm that the landlord is being cheap. Openreach have an immediate commitment service, should you wish to pay for it. YES they will send an engineer out SAME DAY. If not at least the next morning. The service provider may not actually be BT, even if it is Openreach / BT that comes to fix it.

Only problem I can see here is the openreach engineer will need to get access to the telephone socket which may be in the lift shaft which means the lift engineer will also have to be there for the lift engineer AND the openreach engineer to ride on top of the lift to the socket. IF not the telephone socket may be simply in the main BT DP room in the building in which case the lift engineer will not need to be present however the landlord will need to answer the damn phone/ point of contact will be needed to be supplied to the openreach engineer otherwise he won't know where to go, or even get access to the DP/lift room, or what hes there to fix he will think its for a flat, and will just kick it back. The engineer may have little to no information depending on what the service provider tells openreach so the mobile MUST be answered.

edit: just thought im thinking the only reason i can imagine the delay is that it is not an existing line but a new line being put it. Now don't look at it as a new line physically but they may not have been a line in the lift for say 6 Months whoever owned it cancelled it etc, but legal requirements being flagged up they put the lift OOS so now they have raised a new order for a telephone for this lift. So lead times can be upto a month for a line to be put it. Thats all I can think of, even by standard lead times for faults is a matter of days at best not 19 days!!


Edited By: Niz on Jan 11, 2017 16:53: 12
#8
But is it a business line?
#9
J1135
But is it a business line?
It's certainly not a personal one
#10
then as above, priority repairs on a business line would be expected.

I suspect theres some info missing from here and that perhaps the LL hasnt passed on
#11
Profit First cos it's privatised end of
#12
BT won't tell you anything as you're not the account holder.
BT don't do repairs, Openreach do them.
Openreach are not a public facing company, they only deal with CP's.

Your landlord is the only one who can get action but at this time of year the cold, wet weather breaks things so Openreach will be busy, they'll prioritize elderly people who's phone lines are for medical assistance first etc
#13
Tape a cheap mobile phone to the lift wall free calls to 999 :3
#14
PKRichie
BT won't tell you anything as you're not the account holder.
BT don't do repairs, Openreach do them.
Openreach are not a public facing company, they only deal with CP's.
Your landlord is the only one who can get action but at this time of year the cold, wet weather breaks things so Openreach will be busy, they'll prioritize elderly people who's phone lines are for medical assistance first etc

And people with totalcare or equivalent.

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