The way that wheelchair services are designed, funded and organised across the NHS is affecting the safety, dignity and independence of people who rely on them.
Our report shows that complaints about wheelchair services have significantly increased over the last five years. We make recommendations for a more consistent, national approach to improve the lives of wheelchair users.
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Details of the report
When wheelchair services fail, the people who rely on them can experience serious consequences for their health, wellbeing and independence.
There has been a significant increase in complaints to the Ombudsman about wheelchair services, rising from just eight in 2020 to 2021 to 110 in 2025 to 2026. In this report, we share case summaries to show the poor service people have experienced.
In England, integrated care boards (ICBs) are responsible for the provision and commissioning of local wheelchair services. These services can be run by NHS bodies, or they can be
contracted out to other providers. We examine whether commissioners have the information, support and oversight they need to deliver high-quality services and better outcomes for the people who rely on them.
Through our investigations, we identified several national and system-level barriers to effective commissioning of wheelchair services. We make recommendations in three areas:
- strengthen national oversight, data and quality assurance
- build ICB capability to commission sustainable, person-centred services
- measure services by people’s experiences and outcomes.
Read our news article about this report.