Frequently Asked Questions

Servicing & Repairs for Mobility Equipment

How often should I charge the batteries on my mobility scooter/electric wheelchair?

• • We recommend that all mobility scooters and electric wheelchairs are given a full charge after every use, no matter how short your previous journey has been. A full charge will take 8-14 hours, and the easiest way to achieve this will be to charge the product overnight.
  • If you are not using the product for any extended period, we recommend the product be charged once a week in order to maintain the batteries.

What batteries do I need for my scooter?

• • Lead Sealed Acid or Gel Batteries come in various different sizes, such as 12ah, 35ah and 50ah and there are now lithium battery types available too on certain models. In order to establish which size and type of battery you require, we will need to know the make and model of your scooter. If you are unsure of any of these details then we may have to physically see the scooter before we can confirm what batteries are required.

What mobility equipment do you service/repair?

• • We can provide servicing and repairs on the majority of mobility products, such as mobility scooters, electric wheelchairs, manual wheelchairs, rise & recline chairs, electric beds, hoists and bath lifts. While we can help with the majority of these products, there may be some rare exceptions where parts are no longer available to us. We can also service and repair straight stairlifts manufactured by some stairlift manufacturers. If you want to know if we can service your product then just get in touch and we’ll be happy to advise.

How often should I have my product serviced?

• • We recommend having all powered products and manual wheelchairs serviced annually. Powered products will include mobility scooters, electric wheelchairs, rise & recline chairs, stairlifts, bath lifts, hoists and electric beds.
  • If you are a daily user who relies on the product, then you may wish to have your product serviced every 6 months.

Do I have to have my product serviced?

• • Generally, there is no legal requirement to have your product serviced, but it is strongly recommended to help maintain the product and ensure it is in good working order.
  • It is worth noting that it is the policy of some housing associations and care homes that some products, such as mobility scooters and electric wheelchairs, are serviced annually as a condition of your stay. It is always worth checking with whoever is in charge of your accommodation on what their policies are.
  • It may also be necessary to have a product annually serviced in order to validate an insurance or extended warranty policy for that particular piece of equipment. Failing to have the product annually serviced may invalidate your policy and is something you should check with your insurance provider.

My mobility equipment has a fault, do I need it serviced?

• • A service is similar to an MOT on a car and is to ensure it is in good working order and help prevent any future issues which may arise.
  • If your product has already developed a fault, then we would deal with it as a repair rather than a service. The cost of a repair will always start with a ½ hr labour/diagnosis fee to establish the fault and advise you on what the overall cost will be to return it to full working order.
  • A product will need to be repaired before it can be serviced.

I can’t get my product to you for servicing/repair. Can you come to me?

• • Yes, we operate a callout procedure covering Worcestershire and the surrounding counties within a 1hr radius from Worcester city centre.

How long will it take for you to repair my product?

• • Once we have diagnosed the fault with your product, we will inform you of what we need to do, such as additional labour or replacing parts. As soon as you agree to the repair, we can order the parts and carry out the repair once they arrive. Generally, parts get to us within 48 hours from the majority of manufacturers, subject to stock availability. Should there be any delay due to stock shortages, we will always keep you informed of what’s happening. If parts are not required, then products will normally be repaired within 24 hours of us seeing the product.

I use my scooter every day; what can I do while it’s being repaired?

• • If you rely heavily on your product, we can usually offer the option of hiring something similar in the meantime so that you have something to use until it is repaired.

Do you do LOLER testing, and do I need it?

• • Yes, we offer LOLER testing on products within the health sector, such as hoists and slings.
  • If you use a piece of equipment which lifts or lowers loads as a principle function, such as a hoist, in the workplace (E.g. A care home) then that product will require LOLER testing every 6 months. If you are a member of the public that has purchased equipment for your own use in your own home, then you do not require LOLER testing.
  • For more detailed info on LOLER, please visit this website https://www.hse.gov.uk/work-equipment-machinery/faq-lifting.htm

Insurance & Warranty

What does insurance cover on a mobility scooter or electric wheelchair?

• • Insurance policies will vary from company to company. We are an appointed representative of Mark Bates Premier Care, whose policies include cover for loss or accidental damage relating to your own product, personal liability cover should you accidentally injure a person or damage their property as well as 24/7 national breakdown recovery to get you and your product home following a breakdown. For full details on what is covered by an insurance policy through Mark Bates Premier Care, please visit this website: https://markbatesltd.com/schemes/mobility

Do I have to insure my product?

• • While insurance is not a legal requirement on mobility equipment, it is strongly recommended to help prevent any unforeseen costs.
  • Similar to servicing, it is also worth checking with whoever is in charge of your accommodation what their policy is on insurance, as some will insist on mobility equipment being insured as a condition of your stay.

What does the manufacturer's warranty cover on a product?

• • A manufacturer's warranty will cover the repair of a product due to a manufacturing defect such as a mechanical or electrical breakdown. Most manufacturers' warranties will cover the product for a 12-month period, although in some cases, it may be longer.
  • It will not cover accidental damage or repairs resulting from misuse.

What is an extended warranty?

• • An extended warranty, provided by an external source such as Mark Bates Premier Care, is similar to a manufacturer's warranty, where it will cover the product for mechanical or electrical breakdown. It will not cover consumable items such as batteries, light bulbs and motor brushes or repairs resulting from accidental damage or misuse. For full details on what is covered by an extended warranty policy through Mark Bates Premier Care, please visit this website https://markbatesltd.com/products/mobility-warranty.