The London Borough of Tower Hamlets (LBTH) and Northeast London Integrated Care Board (NEL ICB) jointly provides community equipment services to the borough. This involves the provision of all essential equipment and daily living aids - such as mobility aids, hoists, and hospital beds - which help people to live independently at home and support those being discharged from hospital.
Before 1 August 2025, this service was provided under contract by NRS Health Care Ltd. However, following a compulsory liquidation order, NRS is being wound up and can no longer provide the service.
We are currently providing an emergency service through the council directly and will be contracting a new provider before the end of the year. We will update you when this happens.
We understand that this may be worrying for residents who rely on this equipment. We are working closely with NRS and our health partners to minimise disruption and ensure that equipment continues to be delivered by alternative providers. This means that residents who use equipment may be contacted by an alternative provider to deliver, collect, service or repair the equipment.
From 4 August, anyone with questions about collections and repairs for equipment they already have should contact Tower Hamlets Connect on 0300 303 6070, or email enquiry@towerhamletsconnect.org, who will provide assistance. Further information can also be found at www.towerhamletsconnect.org, and we will also be contacting residents directly.
While we are doing everything possible to ensure a smooth handover, there may be some delays with non-urgent equipment requests during this transition. Residents’ patience and understanding during this period is greatly appreciated.
The following FAQs provide guidance for residents, carers, and professionals during this transition.
As a general rule if you have a current Social Worker or Occupational Therapist this should be the first person you contact.
- I have daily living equipment from NRS. Do I need to give it back? No - you do not need to return your equipment because of the change in provider. Please continue to use it.
- I am waiting for daily living equipment. Will I still get it? Our emergency service will be fulfilling existing orders. There may be a delay during the transition period, so please bear with us if this happens. If you have any concerns, please talk to the person who ordered the equipment.
- What should I do if I need to return daily living equipment? Please contact Tower Hamlets connect on 0300 303 6070 email: enquiry@towerhamletsconnect.org Opening hours: 9am to 5pm, Monday to Friday.
- What should I do if my daily living equipment needs repairing? Please contact Tower Hamlets Connect on 0300 303 6070 email: enquiry@towerhamletsconnect.org
- What if I need new daily living equipment? If you are assessed as needing bespoke equipment, your clinician will discuss this with you, including how long it might take and what options are available to support you in the meantime.
- Will there be any changes to my care plan? No. We do not anticipate any changes to care plans.
- My family member is in hospital; will it affect their discharge? Through our emergency service we will continue to provide equipment to support those being discharged from hospital. There may be some delay during the transition period, but we are working hard to keep this to an absolute minimum.
- Can I buy my own daily living equipment? Yes, you can. Please contact the person who recommended your equipment, who will be able to give advice on what to purchase.
- What should I do if I receive any suspicious communications asking for payment? Please be aware that we will never contact you asking for bank details. Those delivering equipment will be in uniform, will have a badge and will contact you before arriving to clarify details.
Posted on Wednesday 6th August 2025