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Frequently asked questions

You don’t need to take out insurance, but it is a sensible precaution.  We would recommend that you take out third party insurance in case your chair causes accidental damage to something or someone else.  Check any existing insurance policies for home or car insurance, as you may already be covered – you may be able to add additional cover to your existing policy.

You may find the following companies useful in sourcing cover. 

Fish Insurance
Lockton Mobility
Royal Sun Alliance Motability Insurance Services
Age Concern Insurance Services
The AA

Most powered wheelchairs supplied from the NHS are class 2 and do not need to be registered.

If you have opted for PWB and have selected to have a chair that can travel faster than 4 mph, this will be a class 3 vehicle and will need to be registered with the DLVA.

Note the road fund licence is provided free by the DVLA.

No.  Your chair is designed and set up for your needs.  If you need to have anything changed, please contact us.

No.  We don’t provide power packs, but we may consider compatible power packs to be fitted to certain wheelchairs with prior written consent.  Please contact the customer service team to discuss this further.

Power packs can be very heavy to attach and are not suitable for many clients.  It is very important that if you decide to purchase one, you trial it at a reputable shop prior to you deciding to buy.

There is an annual check for indoor or indoor/outdoor powered wheelchairs.  The annual check will be arranged by us.  The inspection covers a comprehensive list designed to ensure your chair is kept in good condition and is safe to use.

No – not on all surfaces. 

You should take extra care on loose gravel and grass, which can make moving and braking difficult.

Do not attempt to use your wheelchair on sand, as the sand and salt could damage the bearings and other moving parts of the chair.

The wheelchair is classified as a pavement vehicle.  It should only be driven on the road when there is no alternative.  

Get in touch with the customer service team, who will arrange a suitable time to repair your wheelchair at home.  You can do this by either phoning or completing the online repair request form.

Repairs should be completed within three (3) days for most wheelchairs, although replacement parts for some complex chairs may take a little longer.

Yes.  Please call us beforehand to arrange to have your chair fixed or adjusted at the service centre.

However, the service centre is not accessible by public transport.  It is also not recommended that you drive to the service centre in your wheelchair.

It is best if you have your own vehicle or travel by taxi/ambulance patient transport.

Call us on the usual number and we will arrange a suitable time to repair your wheelchair at home.

However, the emergency repair service will only perform a repair so that the chair is safe to use.  We may need to make another appointment in normal working hours to complete the repair.

We do not provide a recovery service unfortunately.  However, contact us on the usual number and we will do all we can to assist you.  If something happens out of hours, contact us, leave a message and somebody will get back to you.

Here are some helpful tips that may help you if you get stranded.

  1. Always make sure your mobile phone is fully charged and contains up-to-date contact information for friends and family that may be able to help you.
  2. Always tell somebody where you are going and when you expect to be back.
  3. Always ensure your battery is fully charged and your wheelchair is in good working order.
  4. If you have a problem with your wheelchair, make sure it is reported to us as soon as possible.
  5. If your wheelchair is unsafe to use, do not use it.
  6. Always have some warm clothes and some food or drink with you if you’re going out for a day trip.
  7. Ensure you have other essential items with you, such as medication and other items if you’re going for a day trip.
  8. If possible, if you’re going somewhere you don’t know or somewhere you feel potentially unsafe, ask a friend, family member or support worker to go with you.

Yes.  We would recommend, however, that you review your holiday or home insurance to make sure it covers any accident or loss.

If your holiday company requests the weight of your wheelchair, it is listed in the handbook provided when the chair was issued.

Contact us and if you are in the UK, we will help you to find a local wheelchair service.  If you are abroad, please contact the service on your return to arrange your repair.

Please contact our customer service team on 0808 169 1040 and ask for a re-assessment.

Please contact our customer service team on 0808 169 1040 to arrange a collection so that your chair can be refurbished and returned to stock for reissue.  We will want to complete the collection within seven (7) days of your request.

No.  Your wheelchair must be returned to the NHS for reconditioning and reissue to somebody else in need.

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