Community equipment service update
As of August, Medequip has taken over from NRS Healthcare as the borough’s provider for the community equipment loan service.
Medequip is a trusted national provider with many years of experience delivering essential equipment services across the UK.
Transition period
During the initial transition, the council worked with Medequip to prioritise urgent and critical orders. This helped minimise disruption where equipment was most needed.
Full service now live
From Tuesday 16 September 2025, Medequip began providing a full community equipment service. This includes deliveries, collections, maintenance and repairs.
Medequip staff will wear uniforms, carry ID badges and contact you in advance to confirm delivery, repair or collection details. If you receive unexpected messages asking for payment or personal information, report this immediately using the contact details below.
Awaiting delivery
If you are waiting for daily living equipment, Medequip is now fulfilling all orders as normal.
There may still be occasional delays, but the council is working hard to minimise these. If you have concerns, contact the prescriber who ordered the equipment on your behalf.
Returning equipment
Equipment collections are now up and running again. If a collection has been arranged on your behalf, keep the equipment until it is picked up.
You do not need to return any equipment that was prescribed to you on loan because of the change in provider. Please continue to use it as normal.
If you do need to return equipment, contact the person who prescribed it for you.
Equipment repairs
Medequip is now providing a repair and replacement service for all equipment. To arrange a repair, contact Medequip directly:
- email: customerservicesheathrow@medequip-uk.com
- telephone: 020 8750 1580
Specialist equipment
If you need bespoke equipment, your clinician will assess your needs and discuss options with you, including expected delivery times.
Hospital discharges
Medequip will continue to provide equipment to support you if you are being discharged from hospital.
Health and social care professionals can arrange for the right equipment to be delivered in line with your discharge plan.
Buying equipment
You can buy equipment independently. For advice, visit Medequip’s self-help guide or shop at their online store: Manage At Home