Welcome to the Staffordshire and Stoke-on-Trent Wheelchair Service website
The Staffordshire and Stoke-on-Trent Wheelchair Service wis operated by Ross Care. We provide wheelchair and postural management services to the eligible residents of Staffordshire and Stoke-on-Trent on behalf of the NHS.
Our dedicated team delivers a comprehensive service, from clinical assessment to wheelchair provision, maintenance and repairs. The Staffordshire and Stoke-on-Trent Wheelchair Service supports wheelchair users across the region, providing assessment, wheelchair provision, maintenance and repair services to help individuals maintain independence and mobility. We are committed to working closely with local partners, including healthcare professionals, community services and stakeholders, to ensure a smooth transition and the continued delivery of high quality, patient-centred care.
Contact Us
Contact Us
01785 339 325
Telephone Us
Send Us A Message
Using Our Online Form
From the 1st October 2026
Beginning on 1st October 2026, AJM Healthcare will no longer be providing wheelchair services for people in Staffordshire & Stoke-On-Trent, as Ross Care has been commissioned as the new provider. Ross Care’s dedicated team will deliver a comprehensive service that covers the entire service user pathway for the new Wheelchair Service.
Ross Care’s dedicated team will deliver a comprehensive service that covers the entire service user pathway for the new Wheelchair Service. Where applicable, the current staff will carry on providing your care by transferring to the new provider from 1st October 2026. If you have an appointment scheduled up until 30th September 2026, please be assured this will go ahead as planned provided by AJM Healthcare.
Where applicable, the current staff will carry on providing your care by transferring to the new provider from 1st October 2026. If you have an appointment scheduled up until 30th September 2026, please be assured this will go ahead as planned provided by AJM Healthcare.
Accessible Information
Requesting information in an alternative formatTo request information or any of our key documents in an alternative format such as braille, easy to read, larger print, audio or other format, please email us at ssotwheelchairservice@rosscare.co.uk quoting the publications title plus the format you require. You can also send us a message online.
Our Service Will Provide
Assessments
We provide all assessments at our specially designed, modern service centres.
Customised Seating
We offer a specialised seating service for people with complex postural needs.
Repairs and Maintenance
We provide a flexible repair and maintenance service to keep your wheelchair in good working order.
Services We Do Not Provide
We do not provide wheelchairs for short-term use, for example, during recovery from a broken leg. In these situations, or if you do not meet the Eligibility Criteria to access the service, you may wish to:
Our Eligibility Criteria document gives a list of equipment we do not provide and can be found on the Service Information page where you can also find some helpful advice about other organisations that may provide support.
Our Service Centres
Disabled parking bays
Accessible WC with hoist
Wheelchair accessible
Friendly, helpful staff
Experienced Clinicians
Fully equipped clinics
Centrally located
Public transport links close by
Stafford Service Centre
Ross Care
Tollgate Drive
Tollgate Industrial Park
Beaconside
Stafford
ST16 3HS
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Stoke-on-Trent
Location details coming soon.
If you have an emergency repair that needs attending to outside of our normal working hours, please call us on 01785 339 325; your call will be directed to the out-of-hours service team, who will gladly assist you.
Send Us A Message
Accessing the Service
New to the Wheelchair Service
If you have never used the Wheelchair Service, you will need a referral from a qualified healthcare practitioner. This could be from a:
- General Practitioner (GP)
- Occupational Therapist, or Physiotherapist
- Hospital Consultant
Reassessment of Your Needs
If you are already known to the Wheelchair Service and have equipment on loan from us, you can request a reassessment of your needs. Please complete the request for reassessment form.
We may need to ask a healthcare practitioner to complete a new referral form in some circumstances. Alternatively, you can call the Service Centre who will support your request.
Receiving of Referral
When we receive your referral, a clinical team member will review the information provided. All referrals are prioritised according to the Surrey Wheelchair Service specifications and criteria.
We may need to contact you or the practitioner who referred you to find out more information or discuss your needs. We will then arrange one of the following options for you:
Issue of a suitable wheelchair, handed over by one of our field service engineers, without the need to see a clinician.
You will be added to the appropriate waiting list for further assessment of your specific needs.
If you are not eligible for provision of equipment from our service, you will receive a further letter advising you of this.
Frequently Asked Questions
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How do I request a repair to my manual or powered wheelchair?
Call Ross Care on 01785 339 325. Home appointments will be planned dependent on requirements.
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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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How do I request a repair to my manual or powered wheelchair?
Please contact the Wheelchair Service on 01785 339 325 or complete the contact form on this page.
Home appointments may be planned depending on requirements.
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Can I request a repair during evenings and weekends?
The Approved Repairs Service standard hours of operation are 8.00 am to 17:00 pm, Monday to Friday. However, an out-of-hours emergency service is also in operation; call 01785 339 325.
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What do I do if my wheelchair doesn’t meet my needs anymore and is uncomfortable?
Please contact the Wheelchair Service on 01785 339 325 and indicate to us that you wish for re-assessment as your needs have changed.
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If I have to go for an assessment, can I get help with transport to the wheelchair service if I do not have access to a car?
We are not in a position to provide transportation. However, we can pass on details of local transport services, contact our Customer Services team for more information.
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Will I be shown how to use equipment?
When equipment is delivered it will be demonstrated to the patient. Any prescribed accessories will be fitted by Ross Care.
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Do you provide power packs?
We do not provide power packs; however, we may consider compatible power packs to be fitted. Please contact us to discuss this further.
If a power pack is deemed appropriate, it can be purchased from Ross Care. Find out more information on upgrading your wheelchair in the Personal Wheelchair Budgets section of this website.
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Can I take my wheelchair on holiday?
Yes, if this is covered by your holiday or home insurance. If your holiday company request the weight of your wheelchair, it is detailed on the manufacturer’s label located on the frame.
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How do I return equipment that is no longer needed?
Please contact Ross Care on 01785 339 325 and we will arrange a date for collection.
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Is there an annual maintenance check for powered wheelchairs supplied by the NHS?
We only provide scheduled servicing for powered wheelchairs but people with manual wheelchairs are encouraged to contact the approved repair service when needing any maintenance and repairs to keep their equipment in good 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?
There is a shared arrangement across the country that the repairer in the area where you are on holiday will repair the chair.
Contact your local service for assistance. If abroad, please contact Ross Care on your return to arrange the repairs.
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What do I do when my wheelchair breaks down in an emergency, leaving me stranded e.g. when out shopping?
Please be aware that the conditions of the loan are that you are responsible for getting yourself and your wheelchair home. In this situation, we are unable to provide an emergency service.
Where a repair is deemed an emergency, Ross Care will respond within 24 hours. When a call is made outside normal working hours, Ross Care will ring back within the hour and agree appropriate action with the patient.
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Can I take my indoor/outdoor powered wheelchair on the road, as opposed to the pavement or path?
The wheelchair should only be driven on the road where there is no alternative. It is meant to be a pavement vehicle.
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Do I need public liability insurance for indoor/outdoor powered wheelchairs and should I take this out myself?
Taking out insurance is not mandatory, but it is a sensible precaution. Insurance can be facilitated via Ross Care if desired.
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I would like to give feedback on the service I received, how can I do this?
Your voice is essential to how we run our services and there are a number of ways you can provide your feedback and input.
Raise a Formal Complaint
We take any complaints very seriously, and they are always treated in the strictest of confidence.
You can raise a complaint in writing, by email, or in person by speaking to a member of staff at the Wheelchair Service. Anyone can complain, including young people. A family member, carer, or friend can also complain on your behalf with your permission.
Contact us on 01785 339 325, email us at ssotwheelchairservice@rosscare.co.uk or write to us at:
Ross Care
Tollgate Drive
Tollgate Industrial Park
Beaconside
Stafford
ST16 3HSConcerns and Compliments
Concerns: We take your concerns very seriously, and they are always treated in the strictest of confidence. Any concerns will be looked into as quickly as possible and we will work with you to find an appropriate solution.
Compliments: We would also like to hear about the positive parts of the service being provided; if you think we have done something particularly well, or would like to send a 'thank you' to a member of staff, please let us know.
Suggestions for Improvement
We would like to hear about the possible improvements we can make for the good of the service. Your feedback allows us to keep improving our service, and we are committed to Service User involvement in the design and delivery of our service. We are always pleased to hear about your experience of our service and any suggestions for improvement you may have.
