Lifts on the Pembury Estate – 11th September 2026

Last month PERA requested Peabody do a lift audit, and we reached out to Paul Dickson, the Senior Lift Contract Manager at Peabody, to meet with us about this. Paul kindly put us in touch with his colleague Delroy Reid, who covers our area.

This week Lewis (PERA Executive Committee Member) and I met with Delroy. It was a productive meeting, giving us the answers to the questions residents have asked and a good insight into how Peabody are managing and monitoring the lifts.

Residents Questions Answered

Q1. The names of the lift maintenance contractor(s) working on the Pembury Estate? (We know of Amalgamated and Andwis Lifts, are there any more?

There are currently two lift companies working on Pembury;
Amalgamated (Pembury Circus)
Andwis (rest of Pembury)

Q2. Is there a rolling maintenance contract covering the lifts on the Pembury Estate?

Amalgamated, contract ends 01/04/2027
Andwis, temp contract ends 01/04/2027

LES  – formerly worked on the estate lifts, however the contract was terminated early because they weren’t performing adequately.

OTIS were doing maintenance on Pembury lifts up until last year.

There is a portal for the tender process and providers are allocated on a points system. This will wake place in the Spring.

Q3. If it’s not a rolling contract, when do the contracts run out?
See Q2

Q4. The scope of any contract(s), including what preventative servicing is required?

There are four lift engineers in the team in Peabody. They hold monthly maintenance visits, called PPM (Planned Preventative Maintenance) with Amalgamated and Andwis.

For each lift there is a A4 log card, stored in the control panel in the lift machine room in each block (on Old Pembury it is in the lift control area in the roof). This shows the lift history, including dates of maintenance, breakdowns and repairs.

Entries to this log are also uploaded onto a services sheet directly to Peabody.


Q5. The frequency of routine servicing and inspections?

Monthly

Q6. The performance standards or response times required under any contracts?

Lift breakdowns are logged as an emergency repair. There is a 1hr response time if a person is trapped in a lift. There is a 4hr response time if a lift has broken down (with no one trapped inside) – this is 24/7.

Q7. A copy of the maintenance specification or contract schedule, subject to the redaction of any genuinely commercially-sensitive information?

Delroy to ask Paul at Peabody for this information.

Q8. A breakdown of all the times all lift contracts have been called out in the last 12 months, when they were called out, what the problem was, etc.

Delroy and team to get data, see actions below.

Q9. What’s been done to stop lift contractors from simply coming out, billing Peabody, and not fixing the issue? This problem has been identified through Peabody’s own complaints investigation. Reference: CAS-1597247-L0Q7V3 (see attached PDF)

Delroy and team to investigate what went gone so wrong with this lift repair.

Delroy clarified that lift contractors are not paid per call out, and that their SLA is a set amount to cover the lifts on the estate.

Q10. Confirmation that the part reference in the attached complaint has indeed been approved by Peabody?
Yes

Q11. Update on the 13 Atkins Square lift currently broken down.

Delroy couldn’t find any update on Microsoft Power BI even though Amalgamated lifts had attended that day. Microsoft Power BI is the software that Peabody and the lift contractors use to share their live updates, and we were told it is updated every two hours. All Neighbourhood Managers and Peabody staff have access to this. Amalgamated and Anwis both update this.

Follow-up questions we asked and are waiting for a reply to;

Q1. Does Microsoft Power BI get updated in real time, or is it a once-daily update?

Q2. Who fills in Microsoft Power BI once the contractor has attended a repair, is it the contractor or Peabody, or does Power BI link to other system that gets updated?

Q3. How does Peabody police the Monthly PPM’s and what is in place to stop contractors from skipping a monthly check?

Repair Monitoring

We asked for more information about repair monitoring of the lifts. As well as the monthly meetings outlined above, we were informed there is a;

• Daily shutdown board – a live document showing the status of all lifts across the estate
• Weekly lift meetings between the lift engineers to update on lift status
• Monthly meetings with Paul (Head fo Lifts at Peabody)

Delroy and his team do follow up checks on some, but not all, repairs. Delroy stated that the lift contractors do hold ‘common spare’ parts in stock, however lifts have many parts and vary from company to company in terms of spare part availability and location to order from. 

Lift Audit

The information Delroy was able to give us about the monitoring and servicing, as well as the procurement of spare parts, has answered what PERA was seeking to get through a lift audit. 

Follow-up Actions

For Delroy and the Peabody Lift Team

1. To get a breakdown of all the times all lift contracts have been called out in the last 12 months, when they were called out, what the problem was, etc.

2. To look into Complaint CAS-1597247-L0Q7V3 (see attached PDF) and find out how, even with Monthly Planned Preventative Maintenance that the lift was out for months and months. What gone wrong here, how did this repair slip through the net, what can we learn from this mistake so incidents like this doesn’t happen again? (We are not looking to chastise anyone, mistakes happen. We just need to learn from this incident so we can fix what went wrong. We don’t want a brushed-over investigation)

3. To consider “bucketing” types of repairs and putting at least recommended repair times for the different types, preferably deadlines. During the call, we identified that after the initial call-out, the contractor can tick the box they attended but then effectively take as long as they like (within reason) to fix the lift because there could be a myriad of reasons for the length of repair. Bucketing repairs in the three or four buckets.

4. Confirmation that Amalgamated lifts attended the lift repair on the date listed and find out why this wasn’t showing up in Microsoft Power BI.

For PERA

1. Lift Notice – we discussed how the lack of communication caused significant discontent amongst residents.

We requested block updates when there are broken lifts and suggested a poster to go on the broken lift doors, letting people know it is broken, that the engineer has been out and on which date, what the problem is and when the engineer is next coming. Knowing the repair has been attended and needs extra work would appease residents and stop multiple people ringing up and raising multiple jobs.

Lewis has kindly offered to design a template for Delroy to use.

Next steps

We will let you know when we receive the answers to the outstanding questions and the follow-up actions. For now, keep reporting any lift failures and ensure to get reference numbers for any logged repairs. 

With best wishes,

 Lottie and Lewis

PERA Chair & Exec Committee Member

PERA Complaint to Peabody over lack of Neighbourhood Managers across the Pembury Estate

PERA has today submitted a complaint to Peabody regarding the lack of Neighbourhood Managers covering the Pembury Estate, calling for;

A full explanation for the reduction in neighbourhood manager presence, including staffing levels, rota changes, and any operational issues affecting service delivery.

A clear plan outlining how and when Peabody intends to restore the expected level of on‑site neighbourhood management.

A refund or service charge adjustment for the period during which the service has not been provided as advertised. Residents should not be financially responsible for services that Peabody has failed to deliver.

We will update this page when we receive a reply.