I am a resident of Balfron Tower, E14 0XU, and I am begging for help.

Both lifts in our 28-storey building have been completely out of service since May 13. It’s now been over a week, and the building management cannot tell us when they will be fixed. We are living in total uncertainty and isolation.

There are elderly residents, people with disabilities—including myself—who have effectively been trapped in our homes for days. I suffer from serious spinal issues (L3/L4 damage), and it is physically impossible for me to climb up or down 15 floors. I have not been able to leave my home.

The building management claimed they would provide door-to-door assistance, but when I called in desperation, I was told they could only walk up to the 7th floor. I live on the 15th. I was left with no option.

This situation is inhumane and deeply distressing. I don't know who to turn to anymore. Is there anyone I can call for real help?

Please—if someone sees this—tell me what to do. I am running out of strength.

Updated on May 20, 2025 13:03 BST:

Thank you all from the bottom of our hearts. Your kindness, your messages, your offers to help—it's been overwhelming in the most beautiful way. The situation is now in the hands of the officials, and as soon as we have any updates, we’ll share them here.

In times like these, community means everything. Thank you for reminding me what it means to be part of this city. So much love to all of you. Proud to be a Londoner.

*** Updated on May 20, 2025 15:34 BST: Article on Metro: https://metro.co.uk/2025/05/20/disabled-people-iconic-london-tower-trapped-inhumanely-inside-lifts-broke-23119466/

*** Updated on May 20, 2025 13:29 BST >>> The fixed lift is out of order again

by uyretep44

45 comments

  1. Hi, have you tried calling the fire brigade? As you are trapped they will likely come out and give you assistance on travel.

    I should also say you can call the police on 101 (non emergency line) and they will likely be able to visit and assist. They could also pressure management to fix this as its obviously not acceptable. 

    It would also be worth getting in contact with you local council housing officer who will be very interested in this and be able to get you help and deal with the repercussions of this.

  2. Do you need any shopping brought to you, or your neighbors, milk bread etc

  3. Contact the Evening Standard, try and get some publicity to it. Contact MP’s for your area, serving and running, they would love to get their hands on council/housing negligence.

  4. Google who is your MP. Google who is the local Councillor elected for your area. Phone both of them and send emails. 

    Then send an email to your local newspaper.  

    Contacts Citizens’ Advice, Age Concern.  Phone NHS 111.  

  6. I’m really sorry. The way red tape affects disabled residents is a complete joke. Someone said fire brigade, I would do that. They’ve left you in that situation effectively stranded and as they’re refusing to help it should be brought to the fire brigade’s attention, hopefully highlighting how your block’s management is refusing accessibility they should be providing. Never feel bad for asking for help from the avenues available, especially if you’ve not been provided the right and correct avenues.

  8. I’m really sorry you’re going through this. Do you have anyone bringing you groceries or other things you need at home?

  9. I bet The Slice Tower Hamlets would be interested in doing a piece.

  10. Hi! I’m a part of a church in east London. Please DM me and I can see if we have any church contacts to help you out (if you are comfortable with this kind of help). I’m so sorry to hear about this, it’s totally outrageous. This happened to one of my neighbours in my building last year and she managed to get on bbc news to talk about disability advocacy, so people will want to help you when they know about what’s going on. It’s totally unacceptable.

  12. These guys – London Centric – do good investigative journalism. I’d contact them too:

    If you’ve got a story then get in touch by emailing hello@londoncentric.media. Alternatively, send a WhatsApp to +447760993558 — or simply click the link below.

    So sorry you’re going through this.

  13. I live in Bow. Let me know if you need anything like groceries brought up – happy to climb the stairs!

  14. This is truly awful. And it is completely possible for it to be resolved – the housing association/building management just need the will to do so. I would see if you can get each other ‘trapped’ resident to contact those responsible twice a day, and if you can get other residents to do the same all the better. There is strength in numbers. And also contact your mp and the lead council member for housing in your local authority. It’s so appalling you are having to encounter such terrible treatment

  16. Absolutely HORRIFYING. I am gobsmacked. I have no advice not already posted but I hope you are okay. If you are able to, let us know when you’ve gotten help

  17. Contact Inclusion London a disability organisation who are particularly focusing on housing and these kinds of issues. Disability News Service is a news organisation followed by most disability organisation and people. London Renters Union are also incredible activists. Good luck!

  18. I feel so awful for you.

    Is it council owned? If so, definitely contact them.

    Can you post the name of the building management co?

    I’ll start googling around and see what I can find out.

    This is really not good enough, I am so angry on your behalf.

  19. Contact the BBC or sky news this is ridiculous in 2025 in the UK.

  20. Oh my god, this is horrific! Please go to the press – if you’re comfortable being named/pictured, somewhere like BBC London will almost definitely cover this story. I work in PR and would be happy to help you get this amplified, it’s absolutely unacceptable. Is this a council or privately owned block? DM me if you would like x

  21. Hi, this won’t be helpful. I grew up in balfron tower, bottom floor when it was TH council owned. I am only down on Saturdays now but if you need anything please let know. I hope it is sorted by then!

  22. This should qualify as an emergency and contacting emergency services is absolutely an option.

  23. That cannot be legal – def call major news outlets, fire brigade, your MP

  25. do you want me to bring you anything? groceries? toiletries? you’re not far from my office.

  26. This is absolutely horrendous. I can’t believe this can happen in 2025 – I live just up the road from you and would be happy to help with deliveries for you and your neighbours. Feel free to DM me.

  27. Might be worth calling adult social services: 0300 303 6070

  28. I work in fire safety. This breaks so many rules regulations and standards. Contact your local fire station and explain the situation they will make an enforcement or prohibition notice

    Also contact the building management team and inform them this breaks multiple parts of the fire safety reform act of 2005 and you have informed the fire brigade also worth notifying the HSE

  29. Are you or a neighbour able to look at what name is embossed on the lift operator panel or inside the lift? (OTIS, Schindler, etc). I can contact them to.

  30. This is not legal as you have no means of escape. I agree with the posters saying call the police/ fire brigade

    Please name the management company and I’m happy to call them tomorrow to get this sorted out.

    This effectively is how Grenfell happened: in addition to the cladding there was: overcrowding/ blocked fire exits/ no practical escape plan / poor management

  31. Thank you. Thank you. Thank you. Thank you. I can not say thank you enough.

    This isn’t just about me — the entire building is trapped. Elderly residents, disabled people, families with young children — we’re all stuck until this gets fixed.

    If you’re also living in Balfron Tower, please DM me or share what you’re going through. Your voice matters — the more of us who speak up, the harder we are to ignore.

  32. If you have neighbours using Nextdoor app, make a post there. My area (SW London) is very active on Nextdoor and people would certainly volunteer to carry shopping up for you,

  33. Hi, so sorry to hear about this. I work for tower hamlets council and I’ve just flagged with the mayor’s office and the housing association – said it sounds very serious. I hope they get it sorted soon.

  34. Lots of helpful suggestions and offers of help, great to see. You are not in my area, but can I make one suggestion.

    Call James OBrien on LBC radio. He takes stories like this really seriously and will check back in with you. For sure you are not the only person in the tower who needs help.

  35. Phone your local fire brigade. Honestly, tell them that on the event of a fire you have no exit and this has been the case for a week with no end in sight. You also can’t get food or medicine if you can’t go out. I’m fairly sure they will follow that up with your building manager as a matter of urgency by coming to do a fire safety inspection.

  37. I live very close by so am happy to bring stuff up to you or your neighbours. Hope this nightmare ends soon

  38. Contact the lift company who maintains the lifts, find out what the reason is.

  39. Hi, I also live nearby- used to live right opposite on St Leonards Road! Happy to climb up and help you folks out. Let me know if I can do anything !!

  40. I’d also contact social services safeguarding department. What the management are doing may count as institutional abuse.

  41. Oh my god I am so sorry to hear this. Please tell me if I can help with any groceries? Pharmacy runs? Toiletries? Or company in general? Will email your local mp for you now!! I’m just a dm away ❤️

  42. Thank you. Thank you. Thank you. Can’t say thanks enough. You are all HEROS

  43. Do you need food? It’s a half and Hour Drive for me right now but no more than 45-50 mins ( depending on Blackwall tunnel) during the day.

    I finish work at 3pm 2moro and I can pop to shops pick you up some food have it to you ASAP.

  44. UPDATE: the left lift is working (for now). I called Classic Lifts and asked them to update me when someone is coming to sort the right lift.

    Hey, I’m also a resident at Balfron Tower and on one of the upper floors — I just wanted to say you’re not alone in this. Everything you’ve described is exactly what I and others have been experiencing too.

    There’s been no real 24-hour support — at most, there’s one person (or sometimes no one) on reception at any given time, and they’re often very difficult to reach or unresponsive. Building management’s emails have promised “a team” on hand to help, but in reality, no one is available to assist with deliveries, accessibility needs, or even basic updates. It’s incredibly frustrating and misleading.

    Much of what’s been shared with residents contradicts what the engineers have said on-site, especially around which lifts are being prioritised and when. We were told, for instance, that the first broken lift wasn’t even being addressed until after the second one went down. One lift briefly worked for less than an hour today, then failed again. We still have no functioning lift, no compensation, and no timeline we can rely on.

    This goes beyond inconvenience — it’s a total breakdown in building safety and habitability, especially for elderly, disabled, or injured residents. Some have even been told to stay elsewhere if they can’t climb 20+ flights of stairs, which is just insulting when people are paying thousands per month in rent.

    I’ve also looked into the legal side (as others have too and commented on this thread)— under the Homes (Fitness for Human Habitation) Act 2018 and the Landlord and Tenant Act 1985, this situation is clearly a breach. Residents have a right to safe and functional homes. There’s also a Mandatory Occurrence Reporting requirement under the Building Safety Act 2022 that management should have triggered — but it’s unclear if they’ve followed any of those obligations.

    On top of that, Telford Homes and Way of Life have a history of issues in other developments and councils. They’re unfortunately known for putting profits over residents’ wellbeing, and there have been plenty of examples where residents across other buildings have had to fight just to get basic standards met.

    If you haven’t already, I’d strongly recommend:

    – Filing a formal complaint
    – Contacting the Housing Ombudsman, Tower Hamlets Council, and HSE (seen some people on this thread helping with this too which is great, thank you)
    – Requesting documentation like lift maintenance records, fire risk assessments, and details of any reports made to the Building Safety Regulator. The more we all do this the better to put pressure on them.

    You’re not overreacting — this is inhumane, unsafe, and unacceptable. You’re definitely not alone, and if more of us raise our voices together, we stand a better chance of getting real accountability. Wish I could help collect things for you but I’m in a similar predicament to you!

    If you’re open to it, perhaps we can connect privately to discuss this further and explore possible actions we can take collectively. There’s a group of us so it would be great to get more people together to get this sorted asap

  45. Hey! I live in Balfron also – if there’s anything you need bringing up please just send a DM!

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