NRS Healthcare Reviews 

Had a delivery today of items required to make my life easier , safer and more independent . I can’t thank them enough. The gentleman that delivered to me was extremely nice and helpful. He put all items in situ and put together ready to use which was not what I was expecting. He then checked that I was happy before leaving. Overall a brilliant service, thank you.

I had a Zimmer frame delivered & a few other things they were excellent on their service. But they didn't have the right chair raiser. On the Monday 10/02/2025 I had two chaps turn up the older chap got on with the work but the younger one furtively looked around my home pretending to be focusing on the job. He asked if he could use my toilet in my bungalow, my dogs bowls are in the hall after using the loo he quizzed me about my dogs & what size they were. I felt uncomfortable & threatened. when I phoned & drew attention to NRS/ Cambridgeshire Peterborough it was hinted at I was a racist as the chap was black. We have to trust their people to do the job, but one doesn't expect somebody coming in to case the joint, then being accused of race issues. This is the last time I will ask for help, we are vulnerable & if NRS doesn't recognise that then they can stick their equipment were the sun doesn't shine.

I have emailed the CQC & my doctor who referred me in the first place. As a member of the Conservative party I also emailed my MP. (NRS please take note my party leader isn't white & I voted for her to be leader.)

I have already submitted an email to your complaints department last week before I wrote this complaint on Trustpilot. I haven't received a response from that
email, going by the by the other complaints on here I doubt I will receive one. One knows nothing will be done because your company churns out the same tired old answer. I'm planning on contacting my leader Kemi maybe she will read out in parliament the disgusting way NRS healthcare (your company couldn't healthcare it's a way out of a wet paper bag) treat the elderly, bereaved & disabled. Since your visit I have upped my security because I felt so unsafe in my own home. Your company will never cross my threshold again. It seems since your worker came to my home a pruning pen knife has gone missing the green handled was damaged but still usable it was taken off the trolley your company provided. I have no proof but since your young chap came into my home & couldn't keep his eyes of my things it stands to reason.

Oh to all the other complainers on here write an email to the person who referred you to NRS contact all those
health carers.The sooner the NHS realise this company is damn useless & stop using them the quicker this shower will fold.

Got a phone call today 21/02/25 from NRS they are trying to save their skin. It's no good emailing CQC as NRS healthcare isn't in CQC remit, email your MP if you are a member of a party even better. Let's bring this sorry shameful company down. I told friends also members of my party they were shocked didn't believe me about a nhs health worker furtively looking around my home,until I showed them what my cameras caught.
Also record every call as nrs try to suggest you are in the wrong luckily my answer phone recorded the whole conversation can't wait for the members to hear what was said. The person who rang me even admitted they haven't been paying attention to the complaints on Trustpilot I nearly said No s*** Sherlock....

Non delivery.
It seems I am not alone in questioning the competence of NRS.
Delivery of urgently needed equipment scheduled for Friday 31st January’25. Text received pm Friday indicating delivery and installation only 3 stops away. 1 hour later text received from fitter/delivery man called Matthew confirming completed installation and requesting a review!
All nonsense - nothing had been delivered and impossible to contact anyone at NRS for ‘clarification’.
Made independent arrangements to source equipment from elsewhere and requested Social Services Adult Support to cancel the order.
Today 7th February NRS called to apologise for the equipment being out of stock and would like to arrange a new delivery date. Such a request was not well received and I confirmed cancellation of order.
I am now fully expecting a request from this incompetent organisation for the return of the equipment when my fractured ribs have healed.

we had grab rails installed up the stairs all brand new screwed to the stairs which they will fit any stairs and they do not want them back so we have to unscrew them at 80 years old and dispose of them its shamefull as they can be used for someone else what a waste

NRS keeps sending their drivers and technicians to either collect or service equipment which has long been collected. I have contacted them several times and they promised to do something about.
Before it used to be irritating, now it’s becoming stressful!
The level of incompetence is astonishing.

What a vile company! The customer care is non-existent and they seem to think it’s totally ok to distress, upset & ignore a recently widowed person with their poor service. My advice to anyone wanting to use this company to collect medical equipment (that is no longer needed) is to not bother and simply dispose of it themselves.

FYI: Don’t be fooled by their response - I replied and they continue to ignore you / disgusting behaviour!

Hi, am totally disappointed with the service. My partner was supposed to have an air cushion delivered today between 11.21am and 1.21pm, however it went past the allotted time slot, so I waited until 2pm and the gentleman on the phone said the driver was running late and would definitely be at my partners address between 2 and 4 this afternoon, however still no show so I phoned again this time I said not to bother coming, I will be making an official complaint by email in due course.

NRS cannot be allowed to treat greiving Families in the shocking way they seem to treat people. As per so many reviews here another failure to collect equipment when we are in a bad way already. Arranged a collection last week for tomorrow and called them to check on timings as the best they could offer was anytime when booking. However we were then told they aren't coming tomorrow as they needed to cancel - this is terrible. I have my mum's funeral to host from her house and had planned to clean the place out before the funeral and now this cannot happen becuase NRS can make an commitment and keep it utterly useless. Had to cancel the cleaner so she will lose money too.

I plan to leave the kit in the front garden and including the hospital bed and if NRS cannot be bothered to keep appointments why should I care about their kit - totally disgusted that they would cancel an appointment without advising and expect that its OK, well it isn't!!!!!!!!!!!!

I wouldn’t give them any stars if I could.. an awful company. Why on earth does the NHS keep giving them contracts?

Does no one read these reviews?

Second day I’ve wasted waiting in for someone to collect equipment. My mum died in December and it’s been hell trying to get them to do their job.

Waited in all day two weeks ago, kept ringing them, lie after lie -‘he’s on his way’, ‘you’re the next job’ etc .. they don’t turn up. Then at 8pm they then sent a text ‘confirming’ that job was completed! So they just lied in writing.

Booked collection again for today, same BS, already very late. If they don’t come I’m gonna put the stuff in my car and dump it outside their office.

Either this company doesn’t have enough staff, or the technicians are so badly paid/treated that they don’t care.. or the office staff are s*it .. or it’s a combination.

But, whatever it is, WHY DO THEY RETAIN THE NHS CONTRACT?

Our nhs is crumbling under the weight of the incompetence of these private contractors.

Imagine how many people could probably do with the equipment I’ve got in my house? It’s criminal.

I would give this company minus 999 if it were possible. My husband sadly, is no longer at home here. They collected all their equipment after much hassle. Since when I have had them appearing 3 times to do a service. I've rung, I've complained and even had a 'heartfelt' apology for the distress. Every technician claims they have noted the problem and I'll receive no more calls or visits but here we go again. When you need equipment they can't deliver speedily, when it needs removing they can't come for weeks, when it needs servicing you have to wait and when it's gone they happily appear with a few hours notice to service it. They are in polite terms a shambles and wasteful of NHS money and resources.

Shameful service yet again. Why did we hope for anything different?

My mother died a month ago. I, and my siblings, have to clear her home swiftly.

For the last 3 weeks we've been trying to get NRS to collect equipment - a hospital bed and mattress, a recliner chair, perching stools etc - things others probably need.

NRS repeatedly fail:
- they give us appointment dates that they cancel the night before
- they rebook appointments, sending confirmation texts with collection windows, and updates that drivers are a few stops away, but then fail to arrive
- customer service just provide
excuses such as 'the driver has gone home' or they 'don't have two man crews available'.

We've taken 6+ hours of time off work waiting in my mother's home to provide access for collections that don't happen. We have rung NRS over and over about failed collections etc, each time explaining the situation and urgency, but have got nowhere.

A family is grieving, under pressure to clear a parent's home quickly, and is doing its best to return equipment.

NRS are you reading? Your service is appalling and your treatment of clients and their families sickening.

We would like to invoice you for the time we have spent waiting for failed collections and chasing your company. Please can you provide details of who to send the invoice to?

Update:
The standard automated complaint response from NRS. Having complained repeatedly already we're not about to repeat the process.

Twice out for delivery.. twice never arrived!

NRS Healthcare are such a frustrating company to deal with.
Having bought a rollator (a walking frame for my Dad), it arrived with a faulty part, which made it unsafe to use. Having contacted them, they sent a replacement part.
Days later, the brake lock failed, making it again unusable.
When contacted, they asked for a video to demonstrate the problem. Fine - i sent them an email with an attachment, which they said they could not open. So I then sent them a link to download from Dropbox - they claimed not to be able to access this either, even though Dropbox stats showed it had been opened. So then in desperation I uploaded the video to YouTube. Lady called Janet said she had received it but could not open it (the whole world can see YouTube videos!) Finally I ring them up and ask why they can't watch a YouTube video(!), and the agent says "yes we can - I've just watched it".
Having spent an afternoon trying to teach this company how to watch a video(!) of their faulty equipment, they then asked me to send the rollator back to be repaired (it's only 12 days old). That would leave my 87 yr old Dad with no way to move about.
I would have expected them to send a replacement item, and ask me to send the faulty one back, but no - that's too simple and obvious a solution.

the people I've been in touch with at NRS are polite and well-meaning I'm sure, but they don't seem to have any basic customer service skills or common sense ways to deal with a product problem.
Training issue, perhaps? Company policy failure?
Both? who knows?

But the bottom line is that I have nothing to recommend about NRS Healthcare - as of today I bought a product that arrived faulty, has developed an second fault inside two weeks, and have wasted hours trying to simply get it replaced.

UPDATE: 5 Jan 2025
After further discussions with NRS, they eventually agreed to send a replacement and collect the faulty product. The replacement was sent next day delivery and arrived promptly. Sadly, this replacement also has a fault! (the basket is broken - not critical, as I intend to swap it with the one on the original item).

However, this latest fault on the replacement demonstrates that there is little or no quality assurance done by NRS on outgoing products - in the this latest example, the broken basket clip literally fell out of the packaging on arrival!

Recently needed the house adapted so that my fiance could come home from hospital after being in there for 5 mths and the 2 workmen that we have been dealing with Lee and Julian have been absolutely brilliant and friendly. Nothing is too much for them and they know exactly what needs doing and because of this, this has enabled my fiance to be home just before Xmas and also he is doing so well with his physio at home. Thankyou and keep up the good work

Hideous .
My mother died. I arranged for NRS to collect her equipment. I got a call saying as it was a bed that needed collection they would need a two man team...rearranged for the Friday . Had to take unpaid leave from work to be there .A man turned up with a new walker for my dead mother , very very distressing saying he could not take the equipment as no room on van . Rearranged AGAIN rang the night before to double check at 6.30pm . Told that I would get a text confirming between 7pm and 8.30 pm ...absolutely nothing . No idea if they are coming tomorrow or what time if any . Absolutely disgusting.
As if losing my amazing wonderful mother wasn't enough now I have to cope with these total idiots at a time that really don't need . I would like to add that I live 10 miles away from where the equipment needs to be picked up.
I would like to give no stars .

Awful customer service. ZERO stars. Belligerent phone call from NRS at unearthly out of office time, waking me, telling me equipment would be delivered between 8am and 8pm 3 days hence. I asked for a call half hour ahead so as I can arrive to receive it at the location. "The computer says no" attitude was displayed, like a robot the call handler said "you'll have to phone back on the day and ask for a 2 hour slot." I replied, "no, you make a note of that now". She replied "I can't guarantee that will happen", and a stonewalling exchange ensued from her. I rang back to complain, another call agent with same attitude answered. No listening skills, obstructive about me trying to make a complaint. Exasperated, I've been compelled to go public here on Trust Pilot. The French have gloriously rebuilt Notredam in 5 years, and here we have obstructive employees in a 5th rate 'care' sector company with staff who go out of their way to be nasty. NRS, you make our country Little Britain, not Great. Learn to say, "yes, of course. We can do that for you. NHS, contract with another company who can provide a good service.

My mother died. The equipment was taken away. Since then I keep getting text messages they are coming to service it. I call them. ‘We are very sorry, the system has been updated.’ The text messages keep coming. NRS often didn’t show up when my mother was alive, now they won’t go away. I feel for the technicians and the depot call handlers. NRS, sort your IT systems out for the mental health of the nation

If possible avoid this company, they told me to go to my mother's house for two delivery slots and failed to turn up for either of them and the only way I found out the were not coming was to phone them 15 minutes before the end of each two delivery windows

Everything you order will not be put together for you, you will have to do it yourself and may need tools. The Technicians go AWOL so there is no guarantee of the time of arrival. When technician finally turned up they refused to put the equipment in the correct rooms. Technician lied about equipment being ordered ???