Holding AJM Healthcare to Account for Unacceptable Delays

When disabled people are forced to wait months, or even years, for the wheelchair equipment they rely on every day, something has gone seriously wrong.

Yet this is the reality facing many residents across West Berkshire. Some constituents have reported waiting up to 18 months for basic equipment that was promised to them. For a company that describes itself as a leading provider of wheelchair services in the UK, this is simply unacceptable.

Over recent weeks, I have been pressing AJM Healthcare for answers. Through this work, it has become clear that the standard of service experienced by people in West Berkshire falls well short of what customers should reasonably expect and what is being achieved in other parts of the country.

The problems extend far beyond lengthy delays. Constituents have told me that they struggle to contact the company, that cases are sometimes closed before issues are resolved, and that complaints often go unanswered. When people are already dealing with the challenges of disability, they should not also have to battle to access the support they are entitled to receive.

This is not simply a customer service issue. Residents have told me they have been left effectively housebound because their wheelchairs are unsafe to use, while others have been forced to manage without essential equipment that enables them to live independently. These delays have a direct impact on people's quality of life, mobility, and wellbeing.

I recently met with the Integrated Care Board (ICB) to discuss this matter, and they acknowledged that aspects of AJM’s customer service are falling below the standards they aim to provide. The ICB assured me that work is underway to improve performance.

My team stay in close contact with those who have raised concerns with us, and I'll continue to monitor the situation closely. I'll also keep residents updated as further information becomes available.

Everyone who relies on wheelchair services deserves timely support, clear communication, and equipment that allows them to live independently and with dignity. I’ll continue to press for the improvements that local people deserve.