Customer Information


    Customer Information


    Customer Information

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Leicester, Leicestershire, and Rutland Integrated Community Equipment Loan Service (ICELS)

NRS Healthcare provides community equipment to people living in their own homes, residential and nursing homes and educational settings on behalf of Leicestershire County Council, Leicester City Council, Rutland County Council and the NHS Clinical Commissioning Groups for Leicester City, East Leicestershire and Rutland and West Leicestershire.

NRS Healthcare is responsible for the delivery, collection, maintenance and repair of the equipment.

You can contact NRS Healthcare through the contact form or by calling or emailing the customer service team on the details here

Frequently asked questions

How do I get equipment through the ICELS?

Equipment which is designed to help you retain your independence, continue your activities of daily living or to assist your carers, is generally recommended by a health and social care professional. They will assess your needs and request the equipment which is best suited to help you in your daily life or help your carer.

Examples of this type of equipment might be shower chairs, bathing equipment and certain equipment to help carers when they are transferring you from one place to another.

Other equipment, such as things to help with pressure care if you are seated or laying for some time in one place, is generally requested through the Single Point of Access Team (SPA) who can be contacted on 0300 300 7777.

How long is the equipment available to me?

Your equipment is on loan to you for as long as you need it. Your health or social care professional has told us how long they think you will need it.

If you decide you no longer need the equipment, please contact NRS Healthcare here. NRS will arrange a time and date to collect it from you.

The Community Equipment Recall Team may contact you if you have had the equipment for longer than your health or social care professional told us you would need it for. They will talk to you about the equipment you have and find out if you still need it. If you no longer need the equipment, they will arrange for NRS Healthcare to collect it from you.

If I am moving out of the area, what do I need to do?

If you are moving away then please let NRS Healthcare know as soon as possible and in plenty of time. You can tell us you are moving by completing our contact form here or calling our customer service team here.

Your equipment MUST NOT be taken out of the area because it belongs to the Leicester, Leicestershire and Rutland ICELS.

Your health or social care professional and the ICELS team will help arrange for the right equipment to be provided to you by your provider in the area you are moving to. It may be possible to take some items with you, but this must first be authorised by the ICELS Team and the area you are moving to. Please speak to your health or social care professional or call NRS Healthcare to discuss. If you take items out of area this service will no longer be able to repair and/or service the items.

What do I do if my equipment breaks down?

If you have a problem with your equipment or it stops working, you can contact NRS Healthcare by completing the contact form here or by calling the customer service team or the health or social care professional who assessed you. NRS Healthcare will either repair the item or replace it for you, depending on the type of equipment you have.

NRS Healthcare has an out of hours service for emergency repairs to hoists, beds or mattresses. This operates from the close of normal hours until midnight (last call-out) You can find contact details here

If your equipment needs servicing, one of the NRS Healthcare team will contact you to arrange this.

How do I return the equipment?

When you no longer need your equipment, please contact NRS Healthcare. You can do this by completing the contact form here or by calling the customer services team. NRS will arrange to collect if from you. This means we can loan the equipment out to another person who needs it.

You, your carer or a family member may also return equipment directly to The NRS service centre in South Wigston. The full address can be found here. Please ensure you label all the equipment with the name and address of the person it was loaned to.

Please remember to return any accessories (such as batteries, chargers, slings, carry bags etc) you were provided with, and have these ready for the NRS Healthcare collection team, or return these yourself with your main equipment.

Some smaller pieces of equipment may not need to be returned – you will have been told if this is the case.

How can I get daily living aids if I am not eligible for equipment funded through ICELS?

If you are not eligible for equipment funded through ICELS or you would like different or more equipment, you can view products to purchase at NRS Healthcares website: www.nrshealthcare.co.uk

NRS Healthcare have an Occupational Therapist on hand to help you with further information about any purchases you would like to make – you can contact them on 0345 121 8111 or email productadvice@nrshealthcare.co.uk

You can also answer a questionnaire on the Safe+Well website here which will help guide you towards the best daily living aids to help you.


NRS Healthcare aims to deliver a first-class service to all the people they meet. They see all feedback, whether good or not so good, as a valuable way to learn and improve their services. Therefore, all compliments, comments and complaints are welcomed.


NRS Healthcare love to hear good news stories from you when you have had a positive experience with an NRS Healthcare service, particularly where staff have gone over and above your expectations. Acknowledgement of good service is a positive way to learn from you. Details of all compliments received will be shared with the staff members and team concerned, as well as at management level.


People who use the ICELS services generally have the best ideas on how to improve them. Therefore, all comments about any niggles you have had or ways you think they can do things better are welcomed. If you make a comment, this will be logged and passed to the relevant department or partner to act as necessary.


NRS Healthcare accept that although they do everything possible to ensure you are treated fairly and properly and as they would wish a member of their family was treated, sometimes things do go wrong. It's important that you tell NRS Healthcare if you’re unhappy. All complaints are taken very seriously. All complaints are treated in the strictest confidence and they always aim to resolve them quickly and, where possible, correct any mistake straight away.

NRS Healthcare will acknowledge your complaint as soon as it is received and tell you who is going to review your complaint. If they can resolve your concerns immediately and you are happy for them to do so, they will tell you straight away what action they intend to take. If they can’t, they will come back to you and let you know when they aim to respond to your complaint in full.

After they have responded to your complaint they will contact you again to check you’re happy with the outcome and you feel that your complaint was handed fairly and properly.

To send a compliment, comment, or complaint to NRS Healthcare, please complete the contact form and they will respond to you as soon as possible.

Contact Us

If you would like to speak to the local customer service team please see below for details. Or alternatively you can complete the contact us form.

Email address: enquiries@lr.nrs-uk.net

Telephone number: 0344 893 6373

Service centre address:
Units K, L & M Wilson Rd,
South Wigston,
LE18 4TP

Customer service opening hours
Monday-Friday – 8am-6pm
Saturday – 8am-4pm

Contact form

Please complete the details below, telling NRS Healthcare what kind of feedback you have for them and they’ll respond as soon as they receive it:

Please note NRS Healthcare can only contact you in their opening hours which are 8am-6pm Monday to Friday and 8am-4pm on Saturday