Raise the alarm

As the UK’s telecommunications infrastructure undergoes a major transformation, facilities managers and lift duty holders are facing a critical juncture. The withdrawal of the Public Switched Telephone Network (PSTN) by January 2027 will affect thousands of lift alarm systems, particularly in commercial buildings and multi-dwelling units, many of which still rely on analogue lines for emergency communication.

At the centre of this issue is the increasing risk that passengers trapped in lifts during a power outage may be left unable to call for help due to a breakdown in communication lines. Without a clear understanding of this evolving digital landscape, property owners and managers may inadvertently compromise both compliance and occupant safety.

THE DIGITAL SHIFT: FROM COPPER TO FIBRE

The PSTN switch-off or the digital switchover refers to the nationwide upgrade of the UK’s landline network from copper-based analogue systems to fibre optic, digital infrastructure. While this modernisation promises faster internet speeds and improved bandwidth, it introduces a significant vulnerability for lift systems: fibre lines require mains electricity to function.

If the building loses power, precisely when lift entrapments are more likely to occur, a fibre-based line without battery backup will fail.

WHAT IS ‘STOP SELL’ AND WHY IT MATTERS

To accelerate the digital switchover, Openreach has implemented its “stop sell” programme, which became national policy from 5 September 2023. This means no new analogue services are available, and any contract changes, such as upgrading a service, switching provider, or a change in tenancy, automatically trigger a conversion to a fibre line.

Many building managers mistakenly believe that their existing analogue lines will remain unaffected unless they request a change. However, seemingly innocuous administrative actions, like a working line takeover or telecom cost review, can result in analogue circuits being replaced with digital alternatives without the facilities team even realising it.

THE RESPONSIBILITIES OF THE LIFT DUTY HOLDER

As a member of the BSI lift safety committee, I can confirm that the duty holder is responsible for provisioning a line that is suitable for the alarm equipment it supports. This means ensuring compatibility with the lift alarm’s signalling technology and guaranteeing power resilience for at least one hour, the minimum standard for most lift alarm backups.

Failure to meet these conditions renders the lift alarm system non-compliant. Alarmingly, some changes are only discovered during periodic inspections, where faults are cited as LOLER (Lifting Operations and Lifting Equipment Regulations) defects. This often leads to emergency repairs, which are significantly more expensive than planned transitions and may involve suboptimal quick-fix solutions with no long-term resilience.

HIDDEN COSTS AND OPERATIONAL STRESS

Unplanned migrations can create a chain of miscommunication: IT, telecoms, or finance teams may approve line changes without consulting the lift maintenance contractor or on-site facilities team. When lift alarms stop functioning, the resulting urgency forces decisions to be made quickly, often leading to high costs and inadequate solutions such as gateways without battery backups.

This means you’re not just dealing with a technical issue, you’re adding financial strain, operational hassle, and the stress of having a key building service out of action. Such emergency fixes frequently fall outside service contracts, meaning extra costs for urgent site visits and remedial work.

FUTURE-PROOFING STRATEGIES

There are three main approaches facilities managers can take to address the lift telephony issue effectively:

• Battery Backup for Fibre Lines: Installing an uninterrupted power supply (UPS) can provide resilience to fibre lines. However, such backups are not standard and are only mandated for vulnerable residential customers, according to Ofcom. For commercial buildings, responsibility for sourcing, maintaining, and inspecting these systems lies with the building management team, not the lift service provider.
• Mobile Gateways with Battery Resilience: Switching to a mobile-based solution via a 4G-enabled gateway can bypass fixed lines entirely. These devices typically come with built-in battery backup and remote diagnostics, offering a resilient and flexible alternative. However, with mobile network operators (MNOs) in the UK confirming that 2G and 3G services will be phased out by 2033 at the latest, it is crucial to avoid installing devices that rely on these legacy networks. Gateways must still be maintained, and facilities teams must ensure there is clear accountability for battery replacements, firmware updates, and ongoing compatibility checks.
• Managed Connectivity Services: Fully managed solutions, such as MEMCO by AVIRE’s Sentinel service, offer end-to-end oversight. These services cover everything from the initial switchover to mobile networks, SIM and hardware lifecycle management, battery provisioning, and proactive connection monitoring. Regular health reports and remote fault diagnostics reduce downtime and mitigate compliance risks.

AUDIT, PLAN, AND COMMUNICATE

With the digital switchover well underway, lift alarm systems must not be overlooked. Facilities managers should urgently:

• Audit all existing telecom lines serving lifts.
• Coordinate across departments, especially IT, finance, and operations.
• Plan ahead for resilient alternatives.
• Engage with lift providers and communications experts to implement compliant, future-ready systems.

The cost of inaction is more than just financial. It’s about safeguarding lives and ensuring that buildings meet the safety standards expected in a digital era.