Wheelchair services – Frequently asked questions

In order for a wheelchair to be provided by us, you will need to be assessed. A referral will need to be made by your GP or a registered healthcare professional.

An appointment will be made for you to have a full clinical assessment of your mobility needs, including pressure care, by one of our qualified occupational therapists or therapy assistants.

Most assessments are carried out in our purpose-built clinical facilities. Depending on your circumstances, an assessment can be carried out at your home.

You may require an environmental assessment of your property for suitability of the equipment that best fits your needs.

If, after your assessment, it has been determined that you need a wheelchair, we will supply and set up the mobility equipment, including any cushions or accessories that you may require.

We offer a repair and maintenance service. A trained wheelchair service engineer will be available to repair your equipment in your home, workplace or day centre. You can make an appointment via email or by calling your local customer service team.

Yes, but only by prior arrangement if this option is more convenient for you.

We have an out-of-hours repair service available for emergency repairs.  Contact your local customer service team for more details.

Depending on the type of equipment you have been supplied with, we will be in contact with you annually to carry out a multi-point safety check on the wheelchair.

We offer a collection service. If you have any equipment you no longer require, you can arrange for this to be collected by contacting your local customer service team.

If you feel that your needs have changed, please contact your local customer service team, who will place you on the list to be re-assessed.

If your wheelchair is uncomfortable, please contact your local customer service team, who will place you on the list to be re-assessed.

No. If you no longer need your wheelchair and accessories, these will need to be collected by us. It is not permitted to sell your old equipment once it is no longer required.

No. It is not permitted to carry out any modifications to the wheelchair, either by yourself, your carer or your family member. If you feel your wheelchair needs any adjustment, please contact your local customer service team.

No. Your equipment may not be suitable for their needs and the old equipment must be returned to us.

Yes. However, so that we can offer you the best possible service, we recommend that you call your local customer service team in advance, so that we can make sure that the most appropriate member of the team is available to help you.

Should you drop into one of our service centres without making, or being offered, an appointment, the most appropriate member of the team might not be available to assist you.

Please note that all clinical assessments are by prior appointment.