Repairs and Maintenance
We want to make sure your equipment remains in good working order. To request a repair, please contact us using the contact information below.
Requesting information in an alternative format
To request information or any of our key documents is an alternative format such as braille, easy to read, larger print, audio or other format, please call 0300 124 820. Alternatively, you send us an SMS or Whatsapp message to 07471 038 629 or email us at surreywcs@rosscare.co.uk quoting the publications title plus the format you require.
Wheelchair Repair Service
When we receive a repair request, we will be in touch to book an appointment at a suitable location, usually within five days of you requesting a repair. Repairs can be completed at your home, place of work or school. At other times, it may be more convenient for you to attend one of our centres; the details of our locations can be found here on our Contact Us page.
We cannot offer a breakdown and recovery service; if your chair breaks down and you cannot get to a warm/safe location or are in danger, call 999.
If you have an emergency repair that needs attending to outside of our normal working hours, please call the standard telephone number on 0330 124 8210; your call will be directed to the out-of-hours service team, who will gladly assist you.
Request a repair
For any non-urgent repairs, you can use the form below to send us a message directly, and a team member will be in touch as soon as possible. Please do not include any sensitive personal or medical information in this form.
Maintenance
Your wheelchair may require an annual maintenance check by the Wheelchair Service. This check is designed to ensure your chair is kept in good, safe working condition, and we will contact you to arrange this before it is due.
To find out if your wheelchair is due a check or if you would like to find out more about annual maintenance checks, please contact our Customer Services team who will be happy to help.
Helpful Videos
Beginners Guides to NHS Wheelchairs
We highly recommend watching a series of informative short videos created by Leeds Teaching Hospitals NHS Trust.
These videos are a great introduction to your NHS wheelchair, including how to operate it safely and keep it running well.
Frequently Asked Questions
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How long it should take for a repair?
We will make an appointment to attend your location for a repair within 5 days. Acquiring replacement parts for some complex chairs may require completion to take a little longer.
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What if parts are unavailable?
If there is a wait for a part we will keep you informed, though due to the changeability of dates we may not be able to give you a specific date. Where parts are no longer available, it may be necessary to carry out a reassessment before a replacement chair can be provided.
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Is there an annual maintenance check for powered wheelchairs supplied by the NHS?
Yes, you will be contacted by Ross Care to arrange this. The inspection is designed to ensure your chair is kept in good, safe, working condition.
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What happens when my wheelchair breaks down or develops a fault when I am out of area e.g. on holiday?
If you are in the UK, you can contact the local wheelchair service for assistance. There is a shared arrangement across the country that the repairer in the area where you are on holiday will repair the chair.
If you are abroad, please contact Ross Care on your return to arrange the repairs. When travelling abroad we suggest taking out insurance to cover costs of recovery and damage for example during airplane transport.
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What happens if my wheelchair breaks down in a dangerous location?
If your chair breaks down and you are unable to get yourself to a safe location and feel you are in danger call 999.
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Can I request a repair during evenings and weekends?
The Surrey Wheelchair Service’s standard hours of operation are Monday to Friday, 8:30am - 5pm.
If you have an emergency repair that needs attending to outside of normal working hours, please call 0330 124 8210 and your call will be put through to our out-of-hours emergency service.
