Firm, solid, stout, excellent to use. Women feel very safe using them. Users feel safe when carry a load (eg: a box) . . . a good selling point. The second handrail we used as a horizontal safety rail in the loft, along-the-side the open hatchway (parallel with the ladder). So to allow for this optional redeployment, at least 2 more holes need to be provided in the handrails so they can be secured to nearby loft roofing timbers/struts etc. The bolt on the side is bad, easily leads to pinched/trapped fingers, not a nice item. Scrap it.
Installed one before so no technical problems. Pre-made the access opening a little larger this time, the open hatch/void was the main human-safety danger when working above and having to move round to get in a good position to align/screw etc. The hatch hinges are awful, and tacky. The hatch latch is much too complicated to measure/drill/fit/align; there must be a easier latch mechanism, one that can accommodate vertical/up-down mis-measurement.
Replace the fiddly bolt on the side & go back to the simple, reliable, fault-free 'toggle' latch; we have another decades-old identical ladder and it is nearly as good as new . . . just tarnished.