What Happens at a Stairlift Home Survey?

Most people only see the price of a stairlift at the end of a home visit. That makes the visit the moment that decides what you pay, which model you get and how much pressure you feel. Knowing what the surveyor is doing, and what to ask for before they leave, puts you on an even footing. This guide walks through the visit from the phone call to the written quote, and ends with a worksheet for comparing quotes from different companies.

Before the visit

When you book, ask whether the visitor is a surveyor, a sales adviser or both. With many companies it is the same person, and the visit is a sales appointment as well as a measuring job. That is normal, but it helps to know.

Try to have the person who will use the stairlift at home, plus a family member or friend if you can. A second person notices things the user is too busy answering questions to notice, and it is much easier to say “we will think about it” when there are two of you.

Have these to hand:

• the user’s approximate weight and height, because seat size and weight limits vary by model
• any occupational therapist report, hospital discharge notes or grant paperwork
• a list of anything that changes day to day, such as dizziness, a bad knee on one side, or difficulty twisting
• quotes you already have from other companies, if you are happy to show them

If you are applying for a Disabled Facilities Grant, tell the company before the visit. Councils usually need the occupational therapist’s recommendation and approval before work starts, and you can lose the grant if the lift is fitted first.

What the surveyor checks on the day

The measuring part is quicker than people expect on a straight staircase and slower on a curved one. The surveyor will normally look at:

• the usable width of the stairs at the narrowest point, after handrails, skirting boards and newel posts
• the length of the run, from the floor at the bottom to the floor at the top
• the space at the bottom, where the rail ends and the chair parks, and whether a door, radiator or hallway is in the way
• the top landing, where the seat swivels so the user can step off safely
• the nearest power socket, because most stairlifts charge from the mains through the rail or at the parking points
• on curved stairs, the shape of every bend and landing, often by photographing or scanning the staircase so the rail can be made to measure

They will also ask about the user. Can they sit down and stand up without help? Can they twist to get off at the top, or do they need a powered swivel seat? Do they need a seatbelt that has to be fastened before the lift will move? These answers decide the model as much as the stairs do. If you want to check the stairs yourself first, our guide to stairlifts for narrow stairs explains the measurements.

How the price is usually presented

Expect the price to come at the end, after the demonstration and the questions. Several things are worth watching for at this point.

A discount that only applies if you sign today is a familiar doorstep-sales tactic, and Which? has reported it in stairlift sales visits. A discount that disappears when you ask for time to think is a sign the first price was never the real one. Saying “please put that price in writing and leave it with me” is a perfectly reasonable answer.

Ask for a deposit to be refundable in writing, or do not pay one on the day. If you are buying in your home, consumer law gives you a right to cancel, but it is easier to cancel a contract you have not paid into.

Check the quote names the model, not just the brand. “A Stannah stairlift” or “an Acorn stairlift” is not enough to compare against another quote. Our comparison of UK stairlift companies lists the models each company sells.

What a written quote should include

Before the surveyor leaves, ask for a written quote that shows:

• the make and model, and whether it is new or reconditioned
• the total price, with VAT shown separately, and whether it is zero-rated, 5% or 20%
• what is included: fitting, any hinged or folding rail, remote controls, swivel seat, removal of an old lift
• the warranty length and what it covers, and any conditions, such as needing a paid service each year
• the cost of servicing after the warranty, and the call-out charge if it breaks down
• the fitting date or lead time
• the cancellation terms, including how long you have and whether a curved rail can be cancelled once it is made

If the stairlift is for someone who is chronically sick or disabled, the supply and fitting can usually be zero-rated for VAT, and people aged 60 or over who do not qualify for that may get a reduced 5% rate on a stairlift that is supplied and installed. Our VAT relief guide explains who qualifies.

Your right to cancel

A stairlift you agree to buy in your own home is an off-premises contract under the Consumer Contracts Regulations 2013. You can cancel without giving a reason within 14 days, and for goods the 14 days normally run from the day the stairlift comes into your possession. If the seller does not tell you about the right to cancel, the period can be extended by up to 12 months.

The important exception is goods made to your specifications. A straight stairlift is usually a standard product cut to length, but a curved rail is made to measure for one staircase, and the regulations exclude made-to-specification goods from the right to cancel. Ask before you sign how the company treats a curved order, and get the answer in writing. Our guide to UK stairlift regulations covers the rules in more detail.

After the visit

Getting two or three quotes is the most reliable way to see what a fair price looks like for your stairs. Put the quotes side by side using the worksheet below, then run any figure you are unsure about through our stairlift quote checker, which compares it with the installed prices we publish and checks the VAT.

If the quotes are far apart, ask each company to explain what is different. Usually it is the model, the rail, a powered swivel or the warranty. Sometimes it is simply the price.

Stairlift quote comparison worksheet

Print this page or copy the table into a notebook, and fill in one column per company. Anything you cannot fill in is a question to ask before you sign.

Frequently asked questions

Is a stairlift survey free?

Home surveys from stairlift companies are almost always free and without obligation, because the visit is how the company quotes. Ask when you book whether there is any charge, and whether the surveyor can leave a written quote on the day.

Do I have to decide on the day?

No. You can ask for the quote in writing and take as long as you need. A price that is only available if you sign immediately is a pressure tactic, not a reason to decide quickly.

Can I cancel a stairlift after the survey?

For a stairlift bought in your home you can normally cancel within 14 days of it being delivered. A curved rail made to measure may not be covered by that right, so ask how the company treats curved orders before you sign.

Should the user be there for the survey?

Yes, if possible. The surveyor needs to see how the person sits, stands and turns, and check their weight against the model’s limit. A family member being there too makes it easier to ask questions and take time to decide.

How many quotes should I get?

Two or three quotes are usually enough to see what a fair price looks like. Compare them model for model using the worksheet on this page.