Faq | Britannia Mobility

Stairlifts

Installation

How complicated is it to fit stairlifts?

Installation is quick and easy. The Companion stairlift is made to fit YOUR stairs and nobody else’s, using measurements taken by our fully trained technical surveyor. When the stairlift arrives at your home, it’s already pre-configured and tested to fit so the installation is as quick and easy as possible.

How long will it take to fit the stairlift?

The type of stairlift you need will determine exactly how long it takes to fit, however most lifts will only take between two to four hours to install.

Will I need to redecorate once my stairlift is installed?

Your new stairlift will be fitted to your stair treads, not your wall, so in most cases the answer will be no. However, if you do need to change your stair carpet once the lift is installed, we will be happy to arrange to remove and refit the lift at a reasonable charge.

How will I learn how to use the stairlift?

Your fitting also includes an in-depth demonstration of comfort and safety features, as well as a comprehensive list of checks before we leave you to make sure you get to know your new stairlift.

Purchasing

What payment options are available?

Companion brings you a range of interest-free and interest-bearing finance options to enable you to spread the cost of your straight or curved stairlift purchase. Please call one of our advisors on 0800 251 1308 if you have a question about finance or any of the various purchase options.

Maintenance & Aftercare

Does my lift come with a warranty?

A fully comprehensive 12 month warranty on all parts and labour is included with every Companion stairlift for complete peace of mind.

What happens if my stairlift breaks down?

Your stairlift comes with a 12-month comprehensive warranty for all parts and labour. In the unlikely event of a breakdown, our support team are available 24 hours a day, 365 days a year. To find out more, call one of our friendly mobility advisors on free phone 0800 251 1308.

Using Your Stairlift

Is it difficult to get on and off the lift?

All Companion stairlifts feature swivel seats as standard to allow you to safely get on and off the lift at the top of the stairs. This enables you to dismount straight onto the landing, without twisting your body.

Will I still be able to use the stairs as normal?

Yes, the Companion stairlift is one of the slimmest stairlifts available. The seat, arms and footrest all fold away, so your stairs can still be used as normal.

How easy is the lift to use?

By simply pressing the paddle switch (located on the arm of the chair) in the direction of travel you move off steadily and smoothly. The control on the Companion stairlift is also ideally suited to those with arthritis or visual impairments, unlike some other stairlifts which often have a small metal ‘toggle’ switch, which can be both difficult to see and use.

How comfortable is the seat?

The seat and backrest are both padded in hardwearing, easy to clean material. We’re also one of the only firms to offer you a choice of colours to blend with your décor.

How noisy is the lift?

Companion’s motor is quiet enough so you can use it day and night without disturbing others.

What happens if the lift has been left upstairs, and I'm downstairs?

This is a common occurrence when two or more members of a household use the stair lift. A Companion stairlift is supplied as standard with 2 remote controls, so you can leave one upstairs and one downstairs. By simply pressing the remote control, the lift will be brought to wherever you need it.

Powering Your Stairlift

What powers the stairlift?

Your stairlift is powered by two DC batteries; the rail however is plugged directly into the mains which in turn charges the batteries. The advantage of having DC power is that in the unlikely event of a power cut or blackout, your Companion stairlift will continue to operate.

What if something gets in the way of the stairlift?

The Companion stairlift has 7 safety sensors which automatically and safely stop the lift if anything is detected in its path.

What happens if there is a power cut?

There’s no need to worry. Your Companion stairlift is operated by two 12V DC batteries, these re-charge when your stairlift is left on a charge point. This means your stairlift will continue to work for a limited number of trips if the power supply is interrupted.

What happens if I leave my stairlift off charge?

Audible and visual signals will alert you that your lift is not on a charge point. The power supply to the stairlift should remain switched on at all times. If the stairlift batteries are allowed to go completely flat they may need to be replaced.

Bathing

Home Survey

How do I know a Companion Bathing product will be suitable for me?

When Companion Bathing arrive to survey your bathroom, the surveyor will go through a series of questions to find out not only your current needs and requirements, but what will be beneficial in the future. This process ensures that when the product is installed, it is ideal for your bathroom and your specific needs.

What does a home technical survey involve?

How do I know a Companion Bathing product will be suitable for me?

Purchasing

Can you give me an idea of costs?

The exact price will depend on the products you choose and the layout of your bathroom. The simplest way to determine what the exact price will be is to arrange a free, no-obligation home survey. Call one of our advisors to discuss on 08081966787.

Is government assistance available?

You may be eligible for government support to purchase your bathing solution. We recommend that you contact your local authority to find out further details. Please note timescale may vary from one area of the country to another and this is means-tested service.

Maintenance & Aftercare

Is there a guarantee on the bathing products?

All shower trays, enclosures, doors and walk-in baths are supplied with a manufacturer’s lifetime product guarantee (please ask an advisor for further details). All ancillary equipment (for example shower chairs, light and heating fittings) and installation work is guaranteed for a minimum of 12 months.

Efoldi, Scooters and Powerchairs

eFOLDi MK1.5 Scooter

How much does my eFOLDi MK1.5 Scooter weigh?

Your eFOLDi MK1.5 Scooter weighs 17Kg / 38lbs without battery (19Kg / 42lbs with battery).

How much weight can my eFOLDi MK1.5 Scooter scooter carry?

The eFOLDi MK1.5 Scooter can carry up to 120Kg / 265lbs

How fast does my eFOLDi MK1.5 Scooter travel?

Up to 4mph in slow speed gear switch and 8mph in fast speed gear switch. This depends on many factors, including conditions of terrain, slope angle, load weight and weather conditions. The throttle is sensitive to how much you twist it, so if you don’t want to go at full speed you don’t have to twist it all the way.

What tyre pressure should I pump my tyres up to?

This does depend upon the intended terrain and the weight of the load, but we recommend 30 PSI on each of the 3 tyres for a comfortable ride in most conditions.

What size inner tube will I need if I get a puncture?

12″ for the front and 10″ for the rear.

How do I change the front tyre/inner tube?

Pinch and release the brake cable just above the front wheel. Unclip the electric cable and then use a spanner to undo the wheel nuts. Then the front wheel will drop out from the forks for you to be able to replace either the tyre or the inner tube. This is best done with a set of tyre levers. Once you have replaced the tyre or inner tube, repeat the same process in reverse.

What sort of braking system does my eFOLDi MK1.5 Scooter have?

The brake is a standard cable rim brake, just like on a bicycle. Over time and usage, the cable will stretch and the brake blocks will wear. Once you notice any performance loss, it is recommended that you book you eFOLDi MK1.5 Scooter in for a service. To engage the brake lock, pull on the brake lever and then push the lock into place. Never fold your eFOLDi MK1.5 Scooter with the brake lock on, as this will cause damage to the mechanism.

How long does the battery take to charge?

Up to 5 hours. It is recommended to charge when the voltage display reads less than 24. When it is fully charged it will read 29.2

What do the keys do?

The flat keys are the ignition keys, which insert into the eFOLDi MK1.5 Scooter next to the throttle. The rounded keys are the battery keys and release and lock the battery into its compartment at the rear of the eFOLDi MK1.5 Scooter.

Where is the battery on my eFOLDi MK1.5 Scooter located?

The battery is located in the compartment behind the back rest.

Can I charge my eFOLDi MK1.5 Scooter with the battery left in?

Yes, it is up to you if you would prefer to charge the battery either in, or out of the eFOLDi MK1.5 Scooter.

How far will the eFOLDi MK1.5 Scooter go on a charge?

The range is impacted by a number of factors in respect of surface and tyre conditions but will travel up to 22km/14 miles on dry even surfaces.

What do I do if the seat springs squeak?

Spray the seat bolts and springs with a PTFE spray, which will stop any squeaking.

Is the handlebar or seat height adjustable?

No, neither are able to be adjusted.

Can I take my eFOLDi MK1.5 Scooter on an aeroplane?

Yes. You can drive your eFOLDi MK1.5 Scooter up to the cabin doors, where you will be asked to take out the battery and keep it with you for the duration of the flight. The main eFOLDi MK1.5 Scooter will be taken to a secure part of the hold by the cabin crew and returned to you when you land.

Do I need to register my eFOLDi MK1.5 Scooter with the DVLA?

Yes, your eFOLDi MK1.5 Scooter is a class 3 mobility scooter and should be registered with the DVLA (if you intend to use it on the road). Please find our helpful guide and pre-filled form included with the manual and welcome pack. Just follow the simple steps and post it off to complete registration.

eFOLDi Lite

How much does the eFOLDi Lite weigh?

The eFOLDi Lite weighs 15Kg / 33lbs without battery (17Kg / 38lbs with battery).

How much weight can the eFOLDi Lite carry?

The eFOLDi Lite will carry up to 120Kg / 265lbs.

What tyre pressure do I need?

The rear tyres require 30 PSI for a comfortable ride, the eFOLDi Lite has a solid front tyre.

What size inner tubes will I need if I get a puncture?

The rear tyres are 10″ x 2″

Is the handlebar height or seat adjustable?

No, neither are adjustable.

Where is the battery?

The battery is fitted in the footrest.

What is the maximum speed?

The maximum speed is 6km/h/ 4mph

How do I remove the rear wheels?

By pressing the button in the centre of each wheel, which will then release it from the frame.

How long does the battery take to charge?

5 hours maximum – Do not charge for more than 24 hours.

Can I charge the eFOLDi Lite with the battery left in?

No the battery must be removed from your eFOLDi Lite for charging. It simply unclips from its position.

How far will my eFOLDi Lite go on a charge?

The range can be influenced by the varying conditions but on normal flat dry conditions up to 16km/10 miles.

Are there keys with my eFOLDi Lite?

No.

What sort of braking system does my eFOLDi Lite have?

The eFOLDi Lite has a magnetic braking system linked to its throttle, as you release the throttle the brake is progressively engaged. The magnetic brake can be released should you need to free wheel the eFOLDi Lite.

Can I take my eFOLDi Lite on an aeroplane?

The eFOLDi Lite and its battery are fully airline compliant, but should be verified with each airline before traveling.

Do I need to register my eFOLDi Lite with the DVLA? (UK only)

No, as it is a class 2 mobility device (pavement scooter)

eFOLDi Power Chair

How much does my eFOLDi Power Chair weigh?

Your eFOLDi Power Chair weighs 15 Kg/ 33lbs without batteries (17Kg / 38lbs with batteries)

How much weight can my Power Chair carry?

Your Power Chair can carry up to 135kg/ 297Ibs

How fast does my eFOLDi Power Chair travel?

Up to 6kmh / 4mph

What tyre pressure should I pump my tyres up to?

The front tyres are pneumatic for the best ride and traction and should be inflated to 36psi.

What size inner tubes will I need if I get a puncture?

8″ for the front, the rear tyres are solid.

How do I change the front tyre/inner tube?

Simply unbolt the wheel nut and remove the wheel. When done simply reinstall the wheel and its wheel nut.

What sort of braking system does my eFOLDi Power Chair have?

The eFOLDi Power Chair has an electromagnetic brake, when you release the joystick the chair will come to a halt. In addition there is a manual brake which can be applied for when you are stopped on a slope or when you wish to be sure of staying stationary for instance while on a bus, boat or other vehicle.

How long does the battery take to charge?

Up to 5 hours.

Are there keys?

There are no keys.

Can I charge my eFOLDi Power Chair with the battery left in?

No – the battery must be removed to allow charging to take place.

The battery seems very small, how far will my Power Chair go on a charge?

The Range of any electric vehicle is limited by a great number of factors, but typically your eFOLDi Power Chair will travel up to 4 miles on a single charge per battery – up to 8 miles using both batteries.

The eFOLDi Power Chair comes with two batteries as standard. A main battery and a reserve. The reserve battery plugs into a cradle underneath the Power Chair alongside the main battery. When the main battery is exhausted simply switch the batteries over.

Can I take my eFOLDi Power Chair on an aeroplane?

Yes. You can drive your eFOLDi Power Chair up to the cabin doors, where you will be asked to take out the battery and keep it with you for the duration of the flight. The eFOLDi Power Chair will be taken to a secure part of the hold by the cabin crew and returned to you when you land.

Do I need to register my eFOLDi Power Chair with the DVLA? (UK only)

Your eFOLDi Power Chair does not require registration with the DVLA.

Can I change the control stick from the left to the right side of my eFOLDi Power Chair?

Absolutely – the control pad can be simply unlocked and moved to whichever side of the eFOLDi Power Chair is most comfortable for you.

Can I have someone just push the eFOLDi Power Chair for me?

Yes – the eFOLDi Power Chair has an attendant control so an attendant can either push you using power or they can disengage the motor and push as a conventional unpowered wheelchair.

Homelifts

Homelifts Survey

What is the Stiltz Home Lift?

The Stiltz Home Lift is an innovative and unique domestic lift designed to make life easier when the stairs in your home start to become too much. Stiltz domestic lifts are an ideal alternative to a stairlift or hydraulic home lift.

Is a Stiltz Home Lift suitable for wheelchair users?

Yes. Stiltz Lifts offer the Stiltz Trio Wheelchair Lift which is ideal for users with mobility issues as it gives them the freedom and independence to move around the home unhindered.

The Trio is wider and deeper than Stiltz Duo Home Lift and can accommodate a standard-sized wheelchair. It is an ideal alternative to a stairlift and perfect for users with a walking frame.

Can I stay in my home for longer with a Stiltz Home Lift?

Yes. Many customers chose a Stiltz Home Lift to help them ‘future proof’ their property. This means you can continue to live a full life in the family home for many years to come.

How much space will a Stiltz Home Lift take up in my home?

The Stiltz Home Lift has one of the smallest footprints on the market for a domestic lift – its compact footprint is less than a square metre (0.55m²).

Where can I install my Stiltz Home Lift?

A Stiltz Home Lift is very flexible in terms of where it can be installed. Due to its size, drive mechanism and unique dual rail supports, the domestic lift can be installed almost anywhere in the home. The lift can even fit discreetly into small spaces or room corners.

Typically, the Stiltz Home Lift is fitted in a hallway or living room and travels upstairs to a main bedroom or landing area but there are many other – almost limitless – options too.

The Stiltz team can install the lift in the void of a stairwell, a galleried landing, or even a cupboard. Space permitting, it can also take centre stage in the middle of a room.

How is the Stiltz Home Lift powered?

The Stiltz Home Lift uses a steel roped drum-braked gear motor drive system which means it is compact and neatly self-contained within the roof space of the lift car itself. Unlike other lifts, all of the mechanics are in one place, hidden from view. The domestic lift plugs straight into a standard 13amp wall socket.

Can I operate the Stiltz Home Lift with a remote control?

The Stiltz Home Lift includes two small remote controls so you can call it at any time, from either floor at your convenience.

Does a Stiltz Home Lift require load bearing walls?

No. Our unique dual rail system creates a completely self-supporting structure. The weight of the entire structure and lift are in compression through the rails into the floor of the home. The Stiltz Lift does not add any extra burden on a home thanks to this innovative technology.

What happens if the power fails and I am in my Stiltz Home Lift?

In the event of a power cut to the home all Stiltz domestic lifts are equipped with a battery back-up facility. This is included as standard with the lift and will allow anyone in the lift at the time of power failure to gently descend to the lower level of the home, exit the lift, and wait until the power comes back on.

We do also offer the option of an uninterrupted power supply. This system can be installed at an extra cost but will allow for numerous trips both up and down while the main power to the lift is out.

Are Stiltz Home Lifts noisy?

The Stiltz Home Lift does not require noisy hydraulics or any extra external mechanisms and thanks to its unique drive system, the lift is very quiet and makes less noise than most stairlifts.

What building work will need to be carried out?

Unlike conventional lifts, all that a Stiltz Home Lift requires for installation is the appropriate aperture to be cut out and trimmed by a qualified builder. The work itself is minimal and not time consuming. There may be instances where small amounts of additional work may need to be carried out such as moving pipes but these will be managed by our building teams and our surveyor will discuss this with you.

How long does it take to install a Stiltz Home Lift?

The Stiltz Home Lift is the easiest domestic lift to install on the market. Once the aperture in the ceiling has been prepared by a qualified builder, our team can usually have the lift operational in one day. The price of installation is included in your initial Stiltz quotation. The pre-installation building part of the process is organised by Stiltz but can also be arranged by yourselves, if you prefer.

Do I require planning permission to install a Stiltz Home lift?

No. The maximum requirement needed to install a Stiltz Home Lift in your home is a standard building notice application which involves an inspection by an authorised independent body, usually during the building phase. This process is organised on your behalf by Stiltz Lifts.

What is the lead time for a Stiltz Home Lift?

The normal lead-time from placing your order for a Stiltz Home Lift to project completion is from six to eight weeks. This allows enough time for the aperture to be cut and trimmed and the lift to be manufactured and installed.

What happens if I do not require my Stiltz Home Lift in the future?

A Stiltz Home Lift is simple to remove and you can take it with you if you decide to move house. It is very straightforward to reverse the aperture opening and seal it and your home will look as if the lift was never there. You may, however, decide to keep the lift in position as a domestic lift can add value to your property. It therefore can be an attractive asset when selling your home.

What compliance or standard code does the Stiltz Home Lift comply with?

All Stiltz Home Lifts fully comply with the European Machinery Directive 2006/42/EC. This compliance allows all Stiltz Home Lifts to have a CE mark, allowing the products to be legally sold throughout Europe.

How safe is the Stiltz Home Lift?

The Stiltz Home Lift has safety sensors fitted above and below the lift car which detect obstructions and smoothly stop the car. The lift is also fitted with a full height light curtain which acts as a sensor and ensures nothing crosses into or out of the lift as it travels. Stiltz engineers are on call 24/7 in the event of a lift emergency.

How in control of the Stiltz Home Lift am I?

The Stiltz Home Lift is fitted with hold-to-run press button controls ensuring that the occupants are in total control of the lift moving at all times; if you remove your hand from the button, the lift will stop.

Does the Stiltz Home Lift have a door?

Stiltz domestic lifts are fitted with a self-closing, half height hinged door that provides a physical barrier during the operation of the lift. The door locks will release when the lift arrives safely at the floor of choice.

What is the load capacity of a Stiltz Home Lift?

The Stiltz Home Lift is restricted to a carrying capacity of 170kg, 27 stone or 375 pounds (Duo) and 250kg, 39st or 550lbs (Trio). If this weight limit is ever exceeded, the weight limit sensors will not allow the lift to travel. If the lift, for whatever reason is ever out of balance, a number of sensors will detect this and also prevent the lift from travelling. This is to ensure the safe working of the lift for all occupants.

Does the Stiltz Home Lift include a fall arrest mechanism?

The entire weight of the Stiltz Home Lift is carried on two very strong steel cables. In the unlikely event that these cables were to break or lose tension, the patented fall arrest mechanism inside the lift will activate and not allow the lift to move. This ensures the absolute safety of all occupants at all times.

Can I change the look of Stiltz Home Lift?

Yes. Each Stiltz Home Lift can be tailored to your specific taste. The carpet, rail and lift car colours can all be changed to suit your home. Stiltz Lifts also offer a range of different seats and handrails.

Does the Stiltz Home Lift have lights inside?

The Stiltz Home Lift features attractive contemporary LED lights at the top and bottom of the car for ease of use at night.

How much energy does the Stiltz Home Lift consume?

The Stiltz Home Lifts is powered by a 13amp power socket like any household appliance and uses no more power than a kettle, toaster or microwave.

How often will my Stiltz Lift need servicing?

Stiltz Lifts recommend that you have your Stiltz Home Lift serviced one a year to ensure that the lift is functioning properly and that all safety features are working correctly.

How long is the warranty on a Stiltz Home Lift?

Every Stiltz Home Lift includes a comprehensive 12 months parts and labour warranty. Additional warranty can be purchased at any time during or after the initial 12 month period has passed.

Are Stiltz Lifts a member of any recognised Trade Association?

Stiltz Lifts are members of the British Healthcare Trade Association (BHTA) – the UK’s largest and oldest healthcare organization.

What is the cost of a Stiltz Home Lift?

A member of the Stiltz Lifts sales team will visit your home and provide you with a personalised quotation based on your individual needs after a full site survey.

Is VAT applicable on a Stiltz Home Lift?

VAT is chargeable on all Stiltz Home Lifts but if you are disabled or have a long-term illness you may be exempt from paying VAT on products designed or adapted for your own personal or domestic use. If you think you may qualify for VAT relief, please request an exemption form from a member of the Stiltz sales team.

Am I able to receive a Disabled Facilities Grant for a Stiltz Home Lift?

You may be eligible for a Disabled Facilities Grant if you are disabled and need to make changes (including the installation of a domestic lift) to your home which would improve access to rooms and facilities. A Disabled Facilities Grant will not affect any benefit payments you receive.

How do I contact Stiltz Lifts?

If you would like to speak to a member of the Stiltz Lifts sales team or arrange for us to visit your home please contact on 08081966781 or email info@britanniamobility.co.uk

What happens if my lift stops working?

If your lift stops for any reason, please contact us on info@britanniamobility.co.uk or 08081966781 to speak to our customer helpdesk or to access our out of hours emergency call out service.