Important Update: New Community Equipment Provider from 1 August

Starting 1 August, our provider of social care and community equipment will change from NRS to Millbrook Healthcare.

This includes essential items such as mobility aids, hoists, and hospital beds, equipment that helps people live independently at home and supports safe hospital discharge.

Like NRS, Millbrook Healthcare is a trusted national provider with extensive experience in the sector. We're working closely with Millbrook and our NHS partners to make the transition as smooth and seamless as possible with minimal disruption for those who rely on these vital services.

The following FAQs provide guidance for residents, carers and professionals during this transition.

Frequently Asked Questions: new community equipment provider

1. I have daily living equipment from NRS. Do I need to give it back?

No - you don't need to return your equipment because of the change in provider. Please continue to use it.
 

2. I am waiting for daily living equipment. Will I still get it?

Our new supplier will be fulfilling existing orders. There may be a short delay during the transition period, so please bear with us if this happens. If you have any concerns, please talk to the person who ordered the equipment.
 

3. What should I do if I need to return daily living equipment?  

Please hold on to any equipment you wish to return for now if you can. We'll be in touch soon with instructions on how to return items so they can be cleaned and reused to help others.
 

4. What should I do if my daily living equipment needs repairing? 

Please call 01635 503050.
 

5. What if I need new daily living equipment?

If you're assessed as needing bespoke equipment, your clinician will discuss this with you, including how long it might take and what options are available to support you in the meantime.
 

6. Will there be any changes to my care plan?

No. We don't anticipate any changes to care plans. 
 

7. My family member is in hospital; will it affect their discharge? 

Through our new supplier, we'll continue to provide equipment to support those being discharged from hospital. There may be a short delay during the transition period, but we're working hard to keep this to an absolute minimum.
 

8. Can I buy my own daily living equipment? 

Yes, you can. Please contact the person who recommended your equipment, who will be able to give advice on what to purchase.
 

9. I have a pendant alarm supplied by the council. Do I need to do anything? 

No - the monitoring and response service will continue in the normal way.
 

10. What should I do if I receive any suspicious communications asking for payment?

Please be aware that we will never contact you asking for bank details. Those delivering equipment will be in uniform, will have a badge and will contact you before arriving to clarify details.
 

11. I'd like to speak to someone, who can I call?

Please call 01635 503050.