24/7 Out-of-Hours Call Handling for a UK Lift Maintenance Provider

Out-of-hours support in the lift sector needs to be fast, accurate, and informed. From trapped passenger incidents to breakdowns, faults, and access issues, lift companies rely on consistent call handling to protect service levels and customer confidence.

This customer story shows how Lemon Contact Centre delivers specialist 24/7 out-of-hours call handling for a national lift maintenance business, supporting a large portfolio of lift units across the UK.

The Client

The client is a long-established and the UK’s largest independent Lift, Escalator and Cradle maintenance providers, operating nationally and supporting a wide range of residential, commercial, and public-sector buildings.

With a large team of field-based lift engineers and responsibility for thousands of lift units, the business provides installation, servicing, modernisation, and emergency response services for managing agents, facilities managers, and building owners.

The Challenge

Out-of-hours lift calls are varied and often time sensitive. They include:

• Trapped passenger incidents

• Lift breakdowns and faults

• Loss of access in residential buildings

• Calls from managing agents requiring updates or reassurance

The client’s previous out-of-hours provider offered basic message taking, which resulted in slower escalation, limited system visibility, and additional administration during working hours.

The client needed an out-of-hours partner who could actively support their operations, not just record calls.

The Solution

Lemon designed a lift-focused out-of-hours call handling service aligned to the client’s in-hours operation.

Operators were trained on lift-specific call types and given secure access to the client’s systems, allowing them to:

• Identify lift units and site details quickly

• Confirm contract coverage and response expectations

• Log calls accurately in real time

• Dispatch on-call lift engineers when required

This ensured priority incidents were escalated promptly, while all other calls were handled consistently and professionally.

The Results

The partnership delivered clear operational benefits:

• More consistent handling of all out-of-hours lift calls

• Faster escalation for trapped passengers and critical faults

• Improved SLA performance outside normal working hours

• Reduced internal administration

• Greater confidence for customers and managing agents

Supporting Lift Companies Nationwide

This customer story demonstrates how specialist out-of-hours call handling for lift companies can improve response times, protect service levels, and deliver a consistent customer experience.

If you are looking for a 24/7 contact centre partner who understands the operational demands of lift maintenance, Lemon can help.