Residents of the Wiltshire Close estate in West London are enduring frequent lift breakdowns that leave them feeling unsafe and inconvenienced, with one tenant reporting a disconcerting “clicky” sound when using the lift. The estate, managed by Kensington and Chelsea Council, has six lifts serving 214 flats across five blocks, and they are breaking down “almost every week,” according to Conservative councillor Walaa Idris.
Frequent breakdowns and resident concerns
At July’s Full Council meeting, Cllr Idris highlighted the issue, noting that the lifts were installed in 2011/12 and are relatively new. She said: “Although these lifts may be considered relatively new they are now breaking down almost every week. When residents ask council officers why the lifts cannot be replaced they were told they are too new. However, if these lifts are failing this frequently, shouldn’t the ongoing cost of repairs, contractor callouts and disruption to residents be weighed against the cost of installing reliable replacements?”
The outages have forced residents to climb multiple flights of stairs, which is particularly challenging for those carrying shopping, pushing prams, or relying on walking aids. Cllr Idris added: “This is more than an inconvenience. It effectively leaves them trapped in their own home.” She has called for a review into whether replacing the lifts entirely would offer better value for money.
Council response and repair times
Cllr Cem Kemahli, Lead Member for Housing, acknowledged the impact of lift breakdowns across the borough, from The World’s End to Trellick Tower. He said that 95 per cent of breakdowns at Wiltshire Close are resolved within four hours, but the remaining five per cent take longer. He attributed the main problem to worn roller guides, which allow the lifts to move smoothly. Replacing them individually can cause uneven wear, leading to further breakdowns and the clicking noise residents have reported.
“We understand how disruptive lift problems can be, particularly for residents who rely on them every day. Whenever one of our lifts is reported out of service, an engineer attends within four hours. At Wiltshire Close, 95 per cent of lift breakdowns reported over the past six months have been resolved on the first visit,” said Cllr Kemahli. “The main problem has been caused by worn roller guides, which allow the lifts to move smoothly. Replacing them individually can cause uneven wear and lead to further breakdowns and the clicking noise residents have reported. The noise itself does not affect the safety of the lifts.”
Residents' experiences
During a visit to the estate, the Local Democracy Reporting Service (LDRS) spoke to residents who had mixed experiences. Amel Bennadji, 50, said problems have persisted for some time, with a lift in her block breaking down within the last couple of weeks. She noted that weekday repairs are quick, but weekend outages mean waiting until the next working day. “It’s a problem when I have my shopping,” she said. “When I do a lot of shopping, it’s a problem.”
Sarah Meehan, 38, moved in recently and faced issues immediately, paying an extra £60 to movers when the lift was out of service. Sally Meah, 69, expressed concern for older residents, saying the lift’s floor indicator light is unreliable, making it difficult to know which floor you are on. Summer Lee, 24, mentioned the “clicky” sound, saying: “You don’t feel completely safe when you are in it because it goes clicky whenever you are in it.”
Proactive measures and broader context
Cllr Kemahli assured that the council is taking a proactive approach, creating new moulds to replace roller guides together rather than one at a time, which should improve reliability and reduce breakdowns. He also said they are investigating the floor indicator issue. The council is “absolutely determined” to resolve the issue across its estates.
Kensington and Chelsea is not alone in facing lift problems. At the Middlesex Street Estate in the Square Mile, residents have been advised to carry mobile phones when using lifts due to faulty emergency diallers. The LDRS previously reported on an incident at Newall Court in Shepherd’s Bush, where a lift dropped while a woman was inside.
