Social care and community equipment services – change in provider

The start of August 2025 will see a change in our supplier of social care and community equipment. This covers essential equipment and daily living aids - such as mobility aids, hoists and hospital beds - which help people to live independently at home and support those being discharged from hospital.

From 1 August 2025, we’re changing our supplier from NRS Healthcare to Millbrook Healthcare. Like NRS, Millbrook are a national provider and have previous experience of working in Oxfordshire. With our NHS partners we’re working closely with both providers to ensure as smooth a handover as possible.

Scams and fraud – Stay alert

Scams and fraud are the UK’s most common crime type, and unfortunately, there is a scam out there for everyone. With scams constantly evolving, it’s important to recognise the common hallmarks:

• They often come out of the blue (such as cold calls or unexpected messages).
• They create a sense of urgency, pushing you to act quickly.
• They use fear or intimidation, or promise a reward or prize.
• They encourage secrecy, discouraging you from speaking to others.

Our advice:
If it’s out of the blue, it’s not for you! Always STOP and take five – give yourself time to think, make a good decision, and talk to someone you trust. If you think you’ve been a victim of a scam, act quickly:

• Contact your bank or card provider.
• Report it.

We also encourage you to support the National Trading Standards Scams Team and become a Friend Against Scams. Learning how scams work and how to help victims can make a big difference.
 

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

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 call 01865 536 425 to arrange for it to be collected.

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

Please call 01865 536 425 to arrange for it to be repaired.

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.     What should I do if I receive an automated maintenance text message from NRS?

We’re aware that some automated maintenance texts are still being sent by NRS in error. Please ignore these messages. NRS phone lines have been diverted to Millbrook, and most systems have transitioned. This issue has been raised and is being addressed.

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

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

8.     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. 

9.     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. You can also visit Live Well Oxfordshire.

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

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

11. What do I do if I need a repair to my pendant alarm?

Please call 01865 536 439 to arrange for it to be repaired.

12. 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.

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