BackOmbudsman report reveals the barriers to effective commissioning of wheelchair services that have left people facing delays of months or even years for vital equipment.
Call for Government and NHS England to deliver a more consistent, national approach to improve the lives of wheelchair users.
Complaints to the Ombudsman about wheelchair services have significantly increased in five years. A three-year-old boy missed starting nursery after waiting seven months for a wheelchair and a man waited over two years to receive a working wheelchair.
The safety, dignity, and independence of people who rely on wheelchairs to live a full life is being compromised by poorly commissioned services, according to a new report by the Public Service Ombudsman.
People have been left unable to work or go to school, live independently, and enjoy social activities because they have not been able to get a wheelchair or repairs to their wheelchair for months or, in some cases, years.
The Ombudsman’s report, 'Strengthening NHS wheelchair services: commissioning with confidence’, says this is the result of issues in the commissioning - the way healthcare is designed, funded and organised to meet local needs - of wheelchair services across the NHS.
The Ombudsman has seen a significant rise in complaints about wheelchair services, from eight in 2020/21 to 110 in 2025/26. More than 80% of these complaints concern services that are delivered by an independent provider rather than within the NHS, with the majority about people waiting far longer than the 18-week target, for new wheelchair equipment or parts.
Ombudsman Paula Sussex CBE said:
“For people who rely on a wheelchair, delays, unsuitable equipment or poor repairs can affect every part of their life. There can be profound consequences from physical pain and emotional distress to limiting their ability to live full lives.
“Getting wheelchair services right is also an investment in the wider economy - enabling children to access education and adults to work, and to live independently can help reduce inequalities and avoid greater costs to health and social care in the longer term.
“The experiences highlighted in our report show why wheelchair services must be designed around people’s needs and the outcomes that matter to them.”
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Source: Office of the Public Service Ombudsman, UK
