Frequently Asked Questions

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FAQs

Please find below the answers to a lot of our frequently asked questions.

If you have any further questions or there is anything you would like to discuss with us please do not hesitate to call us on 01635 905478 or reach us via our contact Form. We are here to help.

General Questions

  • Do you cover where I live?
    We cover anywhere within one hour of Newbury. We restrict ourselves to this area in order to ensure that we give our customers the best service possible.
  • What hours are you available for callouts?

    We try to be as flexible as possible. Call us on 01635 905478 and we’ll aim to get to you as fast as we can, even on Bank Holidays or weekends.

  • I didn’t originally buy my item from you. Will you still repair or service it?
    Of course! We have many customers who have switched to us after their initial purchase.
  • How do you manage to keep your prices so low?
    As a small local independent supplier we are able to keep our overheads low. We only work with UK sources and local customers and as such, transportation and delivery costs are also kept to a minimum. For more information on our low charges please see Our Price Promise Guarantee.
  • What guarantees do you give with your products?
    All our new and used products come with warranties. They vary depending on whether you are buying new or reconditioned and by product type. Please see each individual product page for more information.
  • How does your No Fix No Fee policy for repairs work?
    If we find that your Mobility Scooter cannot be repaired for some reason – for instance if parts are no longer available or because it is simply beyond economic repair – and we have been on site for less than 15 minutes – you will be eligible for our special No Fix, No Fee policy and will be charged nothing.
  • Do I qualify for VAT exemption?
    If you’re disabled or have a long-term illness, you won’t be charged VAT on products designed or adapted for your own personal or domestic use. You won’t be charged VAT on the installation and any extra work needed as part of this. In addition, you won’t be charged VAT on repairs and maintenance or spare parts and accessories. You will need to confirm in writing that you meet these conditions – your supplier should give you a form for this, which is very straightforward to complete and which they will help you to complete.
  • What if I have a complaint?
    We sincerely hope that you will never find any reason to complain! However, should there be anything regarding our services that you do not feel happy about, please contact our Company Director directly at david@newburymobility.co.uk and he will do everything possible to resolve the issue satisfactorily.

Stairlifts

  • How much does a Stairlift cost?
    Prices start from as little as £895.00 for the most basic pre-owned, used or reconditioned straight Stairlift. Prices for a new, basic Stairlift start at £1395.00. If you have a complex staircase we will give you a quote for your specific needs. All prices are backed up by Our Price Promise Guarantee.
  • How long will it take to install?
    The complexity of your Stairlift will determine how long it takes to fit. However, most will only take between one to three hours to install.
  • Can I have the track further out from the wall?
    The rail can be placed further out from the wall as long as the stairs are wide enough to accommodate the user safely and without hitting the opposite wall or handrail with your knees.
  • I rent my home. Can I still install a Stairlift?
    As long as you have received permission from your landlord or property owner then you will be able to install a Stairlift. If it’s installed in a shared communal area, you will need to check any fire regulations that your building may have.
  • My staircase isn’t straight. Can I still have a Stairlift?
    Yes! Newbury Mobility, unlike most other Stairlift suppliers, is able to design and fit bespoke track for a customer’s staircase. This enables us to provide a service at a fraction of the cost of most other companies.
  • Will my Stairlift work in a power cut?
    All Stairlifts now operate on DC current. Most have two small batteries so that in the event of a power cut, your Stairlift will still work for about 10-15 trips up and down your staircase. Batteries usually last for two to three years before you need to replace them. Although this is a fairly simple task on most types of Stairlift, it’s best to have them changed by an experienced engineer.
  • Can I get a Stairlift for use outside?
    Yes – there are some Stairlifts that are specifically designed for outdoor use. Contact us for details.
  • How loud will a Stairlift be?
    Modern Stairlifts are whisper quiet so you shouldn’t have any noise problems.
  • How loud will a stairlift be?
    Our stairlifts are now whisper quiet so you shouldn’t have any noise problems, unlike the older generation of Stairlifts which were quite noisy.
  • What if I would like to fit a new carpet?
    Your Stairlift can be removed and then refitted after your new carpets have been laid. Please contact us for an estimate.
  • What is the guarantee period?
    All new Stairlifts are guaranteed for a period of 24 months from the installation date. Used or reconditioned Stairlifts come with a 12 month guarantee. The guarantee covers you for all mechanical failures through defects in manufacture and also covers labour charges for the same period.

Electric Wheelchair

  • Are there any rules regarding the use of Powerchairs?
    The Government has issued rules for users of Mobility Scooters and Powered Wheelchairs. Click on this link for more information.
  • Can I use a car battery?
    Definitely not! You should only use the type of battery supplied with the powered wheelchair.
  • What distance can my Powered Wheelchair go?
    Every manufacturer produces estimated maximum distances for particular models. However, this tends to be measured under ideal conditions. In reality, maximum distances will depend on a number of factors including hills, terrain and user weight. It is therefore important that you keep your batteries charged and in good condition. See our Battery Maintenance Guide for more information.
  • Are there folding models available to go in the back of a car?
    Yes, there are certain Powered Wheelchairs that can be dismantled in order to fit into the back of a car. Contact us to get more details for your specific circumstances.

Mobility Scooters

  • Can I use a Mobility Scooter on the road?
    You can use a Class 3 Mobility Vehicle on the road. The government has issued guidelines for users of Mobility Scooters and Powered Wheelchairs. Click here for more information.
  • Can I use a car battery?
    Definitely not! You should only use the type of battery supplied with the powered wheelchair.
  • Do I need lights?
    Only Class 3, 8mph vehicles are legally required to have lights. However, most modern Mobility Scooters are supplied with lights as standard.
  • What distance can my Mobility Scooter go?
    Every manufacturer produces estimated maximum distances for particular models. However, this tends to be measured under ideal conditions. In reality, maximum distances will depend on a number of factors including hills, terrain and user weight. It is therefore important that you keep your batteries charged and in good condition. See our Battery Maintenance Guide for more information.
  • Are there folding models available to go in the back of a car?
    Yes, there are certain Mobility Scooters that can be dismantled in order to fit into the back of a car. Contact us to get more details for your specific circumstances.

Funding and Grants

  • Can I get a grant to help me obtain a Stairlift?
    It is possible to get a Disabled Facilities Grant from your local council. Click here to learn more. You can also contact your local Home Improvement Association for assistance. More information here.
  • Can I get a grant to help me obtain a Powered Wheelchair?
    In some circumstances, it may be possible to obtain a Powerchair through the NHS. Click here for more information. There are also a number of benevolent organisations that may be able to help. Turn2us has a comprehensive guide.
  • Can I get a grant to help me obtain a Mobility Scooter?
    It is not possible to obtain a Mobility Scooter through the NHS. However, there are a number of benevolent organisations that may be able to help. Turn2us has a comprehensive guide.

Price Promise Guarantee on all New Products

Regardless of whether you are looking for a Stairlift, Mobility Scooter or Powerchair, we promise to beat the best written like-for-like quote by at least 5%.