Customer Information

Buckinghamshire Community Equipment Services (ICES)

NRS Healthcare provides daily living aids and technology enabled care services (TECS) to people living in their own home, residential homes and nursing homes on behalf of Buckinghamshire County Council.

We are responsible for the delivery, collection, maintenance, and repair of this equipment.

You can contact us via the contact form or by calling or emailing the customer service team here.

Frequently asked questions

What is technology enabled care?

Technology enabled care is a service designed to help you live more independently for longer.

It can range from solutions as simple as a button you press if you need assistance through to more innovative solutions such as apps or GPS devices.

Technology enabled care can provide reassurance to family, friends and carers.

It can:

  • Remind you of things you to do, like when to take your tablets or if you have an appointment in your diary
  • Send an alert to a response centre or carer if you need help
  • Use GPS technology to help you remain safe when you’re out and about in the local community.

Who provides TEC in my area?

NRS Healthcare operate the technology enabled care service in partnership with Buckinghamshire County Council, we provide a full end-to-end assessment and installation process for Buckinghamshire residents.

You may be subject to a financial assessment depending on the kind of equipment recommended for you, but you will be advised of this.

For further information you can see

How do I get referred for TEC?

If your health and social care professional thinks technology enabled care may be of benefit to you, they can refer you to the service.

Alternatively you can refer yourself or someone you care for by completing the form here:

What kind of technology enabled care might be supplied to me?

Your needs will be assessed and we will talk to you about the things you would like to achieve and how you would like to live your life.

Our TECS team will then make some suggestions about the kind of solutions we offer which may help you.

Who can I contact with any questions about technology enabled care?

You can contact our dedicated team on 0345 121 8111 or

How do I get equipment through Buckinghamshire Community Equipment Services?

Equipment is prescribed by a health or social care professional, who will assess your needs and order the equipment which is best suited to help you and your carer in your daily life.

Please speak to your health or social care professional about your needs or contact your local council customer services team if you are not currently allocated a health and social care professional.

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 your local team here. We will contact you to arrange a time and date to collect it from you.

We may contact you if you have had the equipment for longer than your health or social care professional advised that you would need it for. We will discuss the equipment you have and if you no longer require it, will arrange 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 us know as soon as possible and in plenty of time. You can tell us you are moving by completing our contact form here or by calling our customer service team.

Your equipment MUST NOT be taken out of the area because it belongs to the Buckinghamshire ICES.

Your health or social care professional and the ICES 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 local 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 us by completing the contact form here or by calling the customer service team or the health or social care professional who assessed you.

We will either repair the item or replace it for you, depending on the type of equipment you have.

We have 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 your local team. You can do this by completing the contact form here or by calling the customer services team.

We 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 your local service centre in Aylesbury. 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 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 my local authority or the NHS?

If you are not eligible for funded equipment you have the option of accessing our local Safe and Well Service. There is a questionnaire on our Safe+Well website here which will help guide you towards the best daily living aids to help you. Or, you can call the Buckinghamshire Safe and Well team on: 0300 1000247 option 3.

You can also view products to purchase on our national NRS Healthcare website 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



We love to hear good news stories from you when you have had a positive experience with one of our services, particularly where our 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 ICES service generally have the best ideas on how to improve them. Therefore, all comments about any experiences you have had or ways in which you may think we could 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


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

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

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

Contact Us

If you would like to speak to the local customer service team please see below for details.

Alternatively you can complete the contact us form.


Telephone number: 0345 123 8248

Service centre address:
NRS Healthcare,
Unit 1 Millennium Point,
HP19 8YH

Customer service opening hours
Monday-Friday – 8am-5pm

Contact form

Please use this form to contact your local team directly.

*Please note we can only contact you in our opening hours which are 9am-6pm Monday to Friday.