Experience as a Tower Hamlets resident: Appointments arranged are a fallacy - no one turns up; appointments 'rescheduled' without any notification or credible reason - even after following up with NRS to confirm; untruthful/incorrect live updates given (ie. items are on route and 'will be delivered today' (after 4th, 5th, 6th appointment and chase ups'); misinformation as provided by Service Centre operatives / or in texts received; requests for managers to call back seemingly ignored. Incompetence and failures of this company mean that vulnerable people, at end of life, and/or in pain, experience increased risk of injury, avoidable pain, and suffering. Health care professionals, carers, and family members, experience anguish as they are unable to properly look after patients and loved ones due to not having equipment as ordered. Fruitless days taken off work, or set aside, endless wasted time and energy taken up with trying to get things sorted out for deliveries / collections that never occur. Apparently, no direct line or communication available in order to contact managers (when you want to complain to someone in authority), even after 'escalation' of chase up/complaint; drivers unable to be contacted, or tracked, by service team. There is no option for service user to request for 'technician to dismantle old bed', so, after being assured that medical bed will be delivered, and arranging for current bed to be dismantled, when it (inevitably) doesn't arrive, you have to somehow manage to reassemble the dismantled bed. How are single people, those that are infirm, or are physically unable to do this, expected to manage especially when NRS 'break the chain' of any arrangements by not turning up. This company has a complete disregard, understanding, or knowledge, of the needs of service users, and the unbearable negative impact of their unreliability, incompetence, and 'inconsistent truths' upon all involved in caring. If there is any option not to use NRS, do not use. Based on their performance, and non service, you would not buy furniture for delivery from this company so, how are they allowed to operate within the NHS structure? Whoever is in charge of procuring, or monitoring, this particular contract, should get their act together and take action. For me, I have written to the NHS asking for an explanation of NRS services, and will be writing to my MP to make her aware of what is happening regarding 'real life experience' of NRS.