Policies & Corporate Statements

This section is intended to provide our customers with an outline of our policies and corporate statements in order to make you aware of our professional approach, our adherence to legislation and good practice. Full copies of any certificates and policy documents are available on request.


Insurance Details

We carry appropriate insurance to cover our products and services.


Health & Safety

Health and Safety issues are at the core of our operations both in relation to helping our customers satisfy their legal duties and to protect the product user and our employees.

Hazards and risks associated with the lift industry include those generally experience by the building industry but many if these are exclusive to the lift industry and are too many to mention here.

It is incumbent on us to carry out regular risk assessments. This is further augmented by formal testing and certification. These can be unique to individual locations and we have in place a formalised method of identifying and reporting these.


Quality

We have a history of providing a level of quality which has met or surpassed our customers’ expectations.

We believe that quality is meeting the customer’s needs exactly. We have a variety of internal features and checks in place to ensure that this is so and we consistently strive to maintain this position.


Environmental Management

Our policy and its development are based on the EMAS “European Eco Management Audit Scheme”. This policy will be reviewed annually but may be subject to interim alterations due to legislation and the development of new products and practices which can enhance this aims of this policy.

It is incumbent that staff at all levels must fully embrace this policy, but especially senior management, who must show an example to others.

Staff must be made fully aware of this policy and also of the need for accurate data collection.

Where Environmental items also affect Health and Safety issues, an appropriate “Hazard Report” must be issued. This may be followed up with a formal Risk Assessment inspection by us or appropriate specialists where this is appropriate. E.G. in the event of the suspicion of asbestos contamination.

We comply fully with current COSHH legislation in relation to our immediate in house operations and in association with our customers operations in relation to their lift equipment.

We will advise customers on the choice of the most Eco Friendly and energy efficient products where these are available.

We will advise our customers of the environmental effect of their lift ownership and related operations as part of our routine inspection and reporting procedures. When appropriate we will inform them where they can gain further advice.

We will strive to ensure that all aspects of our operations, from our administration operations to our site works achieve a carbon neutral profile and will adopt and encourage recycling of materials and components whenever this is safe, sustainable and practical.

We will maximise the use of E-Technology to reduce paper usage throughout our operation.

We will seek partnerships with similar minded suppliers


Environmental Risks

Environmental risks associated with the lift industry are mostly related to the use and storage of lubricants, hydraulic oils and cleaning materials.

The customers environment and there operations can however, greatly affect this where their operations cause material spillage which can enter the lift environment. Formal monitoring and reporting procedures are in place to deal with these situations in the form of our Risk Assessment Policy.


Technical Capabilities

Risk Assessment is an on-going part of our operations and we have in place, a system of formal assessment and reporting which includes the triggering of Hazard reports and the application of solutions.

An example where risk assessments can provide long term life cycle cost benefits would be the fitting of a full height safety scanner to all automatic lift doors. Currently, many automatic doors are fitted with the minimum protection of a pressure switch which will only operate when the doors physically impact on an obstruction. This means that the door system undergoes needless stresses and operations when an obstruction is in place. By fitting full height door scanners the door system would detect the obstruction before the door starts to move. This reduces the number of door cycles and prevents impact damage during this process. This also protects the lift users and their goods from being struck by the lift doors. This solution therefore results in a cost effective improvements which provides safety benefits and a Life Cycle cost benefits due to less wear and tear on the doors.

Support Facilities for new equipment and materials comes from the manufacturers. Technical brochures, wiring diagrams etc. for new equipment are always held on file and we have online links to receive updates. We also maintain extensive files of old diagrams for obsolete equipment which can prove invaluable. We were one of the first UK lift companies to issue our field personnel with mobile phones and also one of the first to have a comprehensive web site. All our office staff and our field personnel are fully computer literate and the use of smart phones enables all our employees to obtain the most up to date information, no matter what the subject or where they are located.

We always engage the most efficient communications techniques, and we frequently upgrade our software to enable us to keep abreast of any new developments and the advantage that this can bring.


Corporate Culture & Training

Our approach to training is that it is a core part of maintaining our ability to provide our customers with the best service at the best price. Lift Technology is in a continuous state of development and as such we have to keep abreast of all developments. We also have to be aware that many of the lift installations are over forty years old and it is essential that our engineering staff is fully conversant with a wide diversity of types and makes

We wholeheartedly support the use of formal education facilities and we are aware of the value that can be passed on by experienced personnel. Training in administration, sales and other areas can be no less important as we wish to satisfy our customer’s needs at all levels.


Community Awareness

We fully support the Investors In People concept and we currently use the online assessment tool at Investors in People (Scotland) to help us in our progress towards full qualification.

We believe that it is our responsibility to get involved in the community when we can in relation to providing education and awareness of the safe use of our products and lifts in general. To this end we provide instructions on emergency release procedures to the fire service and we are involved with Glasgow City council’s education department where we have provided support for learning in primary schools in relation to engineering concepts. This takes the form of supplying free teaching aids and providing in class demonstrations of basic engineering principals.

In January 2011, we gained acknowledgement of our work in this area in the form of a congratulation certificate.


Corporate Values

We are Knowledgeable: This means that we are well informed and that we offer up to date solutions for a wide variety of problems

We are Effective: We have a proud history of quickly resolving unique and recurring problems where other lift companies have failed to come up with an permanent and economic solution. We aim to maintain this level of competence for every customer.

We are Experienced: Our experience provides us with the ability to understand the customer’s particular circumstances and to consider a wide range of possibilities and apply the best solution.

We are Innovative: We are always thinking of how to do things better and make things more efficient and effective

We are Approachable: We make things as easy as possible for our customer by having a professional friendly relationship. This can be as formal or informal as the occasion demands. We aim to make our customers feel that they are dealing with a company who will listen and understand their needs.

We are Flexible: This means that we remain adaptable to changing situations and open to new ideas no matter the source. We do not believe that one size fits all and we adapt what we offer to ensure that we provide our customer with the services that exactly match their needs.


Equality & Diversity

We will not permit intolerance, bullying or discrimination aimed at the race, religion, colour, age or sex of our employees.

We believe that by having a proactive approach in promoting equality and diversity, we can only enrich our company and enhance our ability to provide our customer with the best possible service

We believe that by having diversity in our workforce enables differing viewpoints to be aired and understanding and tolerance to develop.

We believe that equality benefits everyone as it brings about a sense of fairness, promotes teamwork and permits everyone to know that they are a valued individual.


Dealing Fairly with Complaints & Concerns

Providing the best possible customer service is the prime aim of our company. Only by doing this will we gain the customers trust, and be able to form a long and fruitful trading partnership.

By providing customers with all the resources, experience and knowledge and enthusiasm of this company we believe that we can provide a service which can develop and take into account changing demands from customers. We will always deal with our customers fairly and listen to their position regarding advice and complaints.

We aim to ensure that:

Making a complaint is as easy as possible

We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response.

We deal with it promptly, politely and, when appropriate, confidentially.

We respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.

We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

We aim to resolve informal concerns quickly.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.


Approach & Methodology

Providing the best possible customer service is the prime aim of our company. Only by doing this will we gain the customers trust, and be able to form a long and fruitful trading partnership.

By providing all the resources, experience and knowledge and enthusiasm of this company we believe that we can provide a service which can develop and take into account changing demands from customers.


Design & Deliverability

By being aware of our customers’ needs and the current developments within the industry, coupled with our vast technical experience and flexible approach permits us to apply or develop existing equipment to the precise needs of our customers.

Being a completely independent company we are not tied down to any make of equipment or to any brand loyalty. This permits us to cherry pick from the best technical solutions available. This means that we are always in the best position to deliver the most suitable solution.

As a member of the supply chain we measure and monitor our performance firstly by ensuring that our suppliers are able to provide us with the service we desire. We see this as an essential step to ensuring our part in the deliverability of services to our customers.

We have close links with our regular suppliers and we are in frequent contact with them. We follow this up by careful in house planning of task based projects in concert with our customers and other involved parties such as builders and architects. We continually review our response times to call outs and our performance in relation to time scheduled works. In this way we are able to continually react and even predict changing circumstances. In this way we can often identify any issues which can be improved upon before they become an issue.


Suppliers & Sources

The lift industry has a finite number of suppliers and where individual parts are concerned we are sometimes limited to obtaining these from the original makers. We are possibly unique however in maintaining a flexible approach to technical problems that we frequently come up with solutions not envisaged by others. This in turn opens up our range of options when it comes to suppliers of parts and components.

Where new lift installations are being considered we view each situation as unique. We are able to select the most suitable product for the task. We initially approach suppliers with whom we maintain a good trading relationship with, and have track record of excelling on price, reliability and performance. If they are not able to provide the specific lift type and model required this can often be made as a bespoke item to the customers requirements. When this is not suitable we will approach other suppliers who have a record of longevity in the trade.

The lift industry is relatively small and we are in frequently in communication with many other companies. This means that and we are always able to assess the current situation. All new lifts must comply fully with certain legislation and EEC directives and will always meet this minimum standard. There are many areas required to come together to achieve our goal but overall teamwork is a core element in achieving this. This of course includes teamwork and partnership with our customer.

Health and Safety is our prime concern and this will always receive priority over any other aspect of our business.

Our aspirations are designed to grow organically. This means that we will always be in a position to maintain control of our quality and not be derailed by external influences creating demands which may exceed our current abilities and operation. This means that growth will always be in control; we can maintain the quality of our product and our finances and can develop a closer knowledge of our customer’s needs. We are always open to opportunities which will permit us to expand our company rapidly while maintaining its current level of security and quality of service.

Our customers include many multi-national businesses. Our position in the market will always be dynamic as we have such a wide and ever changing range of needs from our customers. The current credit crunch has seen an increase in our customer base from customers looking for best value. An area of growth for us is providing support services to nationwide lift companies. This has the benefit that our source of components and the technical awareness and experience of our engineers is continually expanding.

This provides our customers with the advantage that we are not limited to supplying service to one type or make of equipment. It also means that we have a larger variety of sources for components and technical information than the companies who restrict their customers to own make or obscure equipment.


Market Position - Strategy

There are many areas required to come together to achieve our goal but overall teamwork is a core element in achieving this. This of course includes teamwork and partnership with our customer.

Health and Safety is our prime concern and this will always receive priority over any other aspect of our business.

Our aspirations are designed to grow organically. This means that we will always be in a position to maintain control of our quality and not be derailed by external influences creating demands which may exceed our current abilities and operation. This means that growth will always be in control; we can maintain the quality of our product and our finances and can develop a closer knowledge of our customer’s needs.

We are always open to opportunities which will permit us to expand our company rapidly while maintaining its current level of security and quality of service.


Market Position - Changes & Aspirations

There are many areas required to come together to achieve our goal but overall teamwork is a core element in achieving this. This of course includes teamwork and partnership with our customer.

Health and Safety is our prime concern and this will always receive priority over any other aspect of our business.

Our aspirations are designed to allow us to grow organically. This means that we will always be in a position to maintain control of our quality and not be derailed by external influences creating demands which may exceed our current abilities and operation. This means that growth will always be in control; we can maintain the quality of our product and our finances and can develop a closer knowledge of our customer’s needs. We are always open to opportunities which will permit us to expand our company rapidly while maintaining its current level of security and quality of service.


Market Position - Unique Selling Point

We are a Scottish engineering company. By this we mean that we aim to carry on and further develop the great traditions of quality and expertise that Scottish engineers are known for the world over. We will maintain a professional pride in our workmanship and always do all we can to ensure a fully satisfied customer.

We are different from our key competitors in that we do not employ inexperienced or second rate personnel just to meet targets or demands. All our engineers are fully qualified and extremely experienced. We operate an apprenticeship scheme with our apprentices going through formal training (at Forth Valley College) and extensive training both in our workshop and on site. We believe that our quality service to our customers can only be as good as the people we employ and we would rather not do the work than carry out anything less than the best we can achieve.

We are first and foremost Lift Engineers who take a personal pride in our work. While this may not always be the best strategy for fanatical gain, it provides the consistent quality of service that we aim to provide to our customers.

This is the basis of our organic growth and it is confirmed by our customers staying with us year after year while our overall customer base steadily increases.

We do not have a long chain of departments or area offices. This benefits the customer in that when you need an answer to a problem your query goes straight to the person best qualified to deal with it and it stays that way until it is resolved. This reduces misunderstandings and provides the most immediate route to resolve a problem.


Success Factors - Measure of Success

Then key success factor in our trading relationship would be for our customer to become fully aware of our unique position and proven ability to provide them with an exceptional professional service over and above what they have come to experience from other companies.

We have a history of quickly resolving unique and recurring problems where other lift companies have failed to come up with an permanent and economic solution. We aim to maintain this level of competance for every customer.