Kent Integrated Community Equipment Service (ICES)

Information for practitioners

Kent County Council Logo
NHS Logo

Kent County Council (KCC) and NHS Kent and Medway Integrated Care Board (KMICB) jointly commission the Kent Integrated Community Equipment Service (ICES). This service loans equipment into the community to support people in Kent to live in their own homes and is operated by NRS Healthcare.

This service does not cover Medway. Medway has an alternative service the details of which can be found here.

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

You can contact us by calling or emailing our local Customer Services Team. If your query is urgent, please telephone the team.

Frequently asked questions

How do I order equipment?

Equipment should be ordered through our online ordering system, iRIS, which can be found here.

Before you order equipment for the first time, you will need to obtain a PIN to access iRIS.

How do I get a PIN if I have never prescribed equipment before?

You need to request a PIN.

You will then be asked to complete an online mandatory training session, after which your PIN will be sent directly from NRS Healthcare.

If you experience any technical difficulties, please email NRS Healthcare IT Support on with details of your query.

What do I do if I have forgotten my PIN and/or password?

If you know your PIN and have registered your email address with NRS Healthcare, you can enter your PIN then click the ‘Reset my Password’ button. You will then receive an automated temporary password to your email address.

If you know your PIN and have set up a secret question and answer with IRIS, you can telephone the helpdesk on 0845 123 6441. If you can quote your PIN, name and provide the answer to your secret question, one of our technicians will reset your password which will allow you to log in. Please only do this if you haven’t registered your email address.

In the interest of security and to protect sensitive information, if you have forgotten your password and have not registered an email address, or secret question and answer, it will not be possible to verify that you are an authorised user and will not be able to confirm or reset your password. In this case you will need to inform your commissioner or contract manager as they will need to take action to reset your PIN.

If you have forgotten your PIN as well as your password, you will need to contact your contract commissioner(s) for a reminder or new PIN.

How can I find out more information about NRS and the ICES contract?

We conduct an induction which any prescriber can attend - these are currently virtual.

If you would like to book a place please contact our clinical team here.

We’re also here to answer any questions you have at any time.

If you have any questions you can always contact our local Customer Services Team.

What information does NRS Healthcare provide to service users about ICES?

We have provided a separate webpage to provide service users with information about the ICES service delivered by NRS Healthcare.

What happens if my client is not eligible for local authority funded equipment?

NRS Healthcare operates a service called Safe+Well. This website contains information about daily living aids that could help service users. It also signposts clients to outlets across Kent’s community where equipment can be tried and purchased.

The Safe+Well website includes a questionnaire about areas of daily life which service users might find difficult, and suggests equipment and solutions which may help.

The Safe+Well website for Kent can be found here.

If you or your clients have any questions about Safe + Well, you can contact our Safe + Well team on 01622 235315.

What should my client do if they no longer want or require the equipment they have been loaned?

All equipment should be returned to NRS Healthcare. This can be done in a variety of ways.

Crutches, walking sticks, frames and any other unwanted smaller pieces of equipment can be returned to one of our hospital drop-off sites:

  • Kent and Canterbury Hospital, Ethelbert Road, Canterbury, CT1 3NG
  • William Harvey Hospital, Kennington Road, Ashford, TN24 0LZ
  • QEQM Hospital Margate, St Peters Road, Margate, CT9 4AN

Equipment can also be returned at the following recycling centres:

  • Allington Household Waste Recycling Centre
    Laverstoke Road, Allington, ME16 0LE
  • Dover Household Waste Recycling Centre
    Honeywood Road, Whitfield, Dover, CT16 3EH
  • Swanley Household Waste Recycling Centre
    Pedham Place, A20/London Road, Swanley, BR8 8TJ
  • Tunbridge Wells Household Waste Recycling Centre
    North Farm Lane, Tunbridge Wells, TN2 3EE

Alternatively, clients can contact our local service centre through the form here or call us on 01622 235300 to arrange a free collection.

Contact Us


Telephone number: 01622 235300

Service centre address:
Unit 1,
Larkfield Mill,
Bellingham Way,
ME20 6SQ

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

Contact form

Please use this form to contact us directly.

Please note: we will respond during our opening hours (8am-6pm Monday to Friday; 8am-4pm Saturday).