Mobility aids market study Q&As

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1. What are mobility aids?

There is not one accepted definition of mobility aids. Mobility aids can play a vital role in supporting the ways in which millions of elderly and disabled people live their lives by enabling them to live more independently, safely and healthily. For example, they can assist elderly and disabled people in carrying out daily living activities, accessing their place of employment and a wider range of social and leisure activities. Mobility aids can also enable some users to continue living in their own homes rather than having to move into residential care. In addition, mobility aids can reduce the risk of accidents or injuries related to restricted mobility.

Following a public consultation on the scope of the market study into the mobility aids sector, the mobility aids products covered in the study are: wheelchairs, mobility scooters, stair lifts, hoists (that is, equipment for assisting in lifting and raising the user), bath aids (for example, a bath lift, shower cradle or bath seat), adjustable beds, and specialist seating (for example, a riser and recliner chair, a chair with tilt-in facility or specialist seating for wheelchairs).

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2. How much is the mobility aids sector worth?

There is little reliable data available on the size of the UK mobility aids sector. We estimate that the current value of the sector is between £430 million and £510 million. Interested parties from the industry reported to us that the sector is growing and we expect such growth to continue as the average age of the population increases.

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3. How many companies operate in this sector?

Mobility aids are sold through a range of sales channels including: direct from suppliers; specialist independent 'bricks and mortar' retailers; distance selling (for example, internet retailers or catalogue sales); and doorstep sales. The British Healthcare Trades Association estimate that there are around 900 retailers of mobility aids in the UK.

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4. What is the harm caused to consumers by the problems you have identified in relation to unfair sales practices?

While there are pockets of unfair sales practices, those practices do not appear to be endemic to the sector as a whole, and, even within doorstep sales, unfair sales practices appear to affect only a minority of consumers. Although these practices are not endemic in this sector, the harm to consumers is potentially high where they occur. Harm includes financial and non-financial harm. For example, we have found that consumers who reported high pressure selling or misleading claims and omissions were paying significantly higher prices or were being sold products that were unsuitable to their needs. In these instances, consumers are also likely to experience distress and inconvenience, for example because of the pressure they were under to make a purchase or because they were misled into making an inappropriate purchase, and subsequently need to purchase another, more suitable, product or cope with an unsuitable product. This can impact on their health and wellbeing as the distress and inconvenience that some consumers suffer can be significant.

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5. What action is the OFT taking in order to address the issue of unfair sales practices in the mobility aids sector?

• The OFT and TSS are currently taking action against firms in this sector. The OFT commenced investigations into two national firms, one suspected of engaging in unfair sales practices on the doorstep, and another in respect of its terms and conditions and service quality issues, and it is investigating other similar behaviour. Further to our early intervention, one of these cases has led to the introduction of new, more fair, terms and conditions, and outstanding issues regarding improved sales and after-sales care are in the process of being resolved. The second investigation is continuing. The OFT has also started action which could lead to the removal of the credit licences from a number of traders.
• The OFT has launched a doorstep selling consumer awareness campaign, with specific emphasis on mobility aids to empower consumers against unfair sales practices. The campaign provides consumers with practical tips and informs them of their rights.
• We are warning traders to ensure that their practices are compliant with the law or face possible legal action by the OFT or TSS. In addition, we recommend that traders ensure their incentive schemes for sales people do not encourage the use of high pressure or misleading selling practices. We encourage TSS to promote best practice in sales incentive schemes with traders. 
• The OFT will hold an enforcement summit later this year and subsequently produce enforcement Guidance for TSS in March 2012, bringing together best practice and experience to support TSS' work in this sector.
• The OFT will continue to prioritise complaints in this sector in respect of national firms, particularly complaints concerning high pressure and misleading sales practices. In addition, we recommend to TSS that complaints in this sector should be prioritised as far as possible within their existing portfolio of work.

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6. What practical advice can you provide for someone wanting to purchase a mobility aid at the doorstep?

In the mobility aids sector, some consumers may consider that a doorstep sales transaction provides a number of advantages over other sales channels.

The OFT has launched a doorstep selling consumer awareness campaign with specific emphasis on mobility aids. We are running this campaign in partnership with consumer groups, including TSS, and charities in this sector and the campaign will encourage consumers to shop around and understand their rights when buying mobility aids from doorstep traders [Insert link to campaign leaflet]. The campaign provides some practical tips, for example:

• Think twice before you buy and if you are made to feel under pressure to make a purchase, have the confidence to say no.
• Be wary of time-limited or exclusive offers that need to be signed on the spot - this can be a high pressure sales tactic.
• Double check the facts. Do you fully understand the costs and know whether it includes extras like installation, on-going serving charges or warranties?
• Always shop around to compare products and prices.
• Talk to someone you trust for a second opinion. 
• If you spend more than £35 with a trader on the doorstep, you usually have seven days in which to cancel (subject to certain conditions). If in doubt, call Consumer Direct on 08454 040506 or visit www.direct.gov.uk/consumer.

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7. Is there any other practical advice you can provide for someone wanting to purchase a mobility aid?

Consumers should consider obtaining independent advice or information to assist in their purchasing decision, in particular as to: 

• what type of product they need (including the functionality of the product)
• the price they might be expected to pay (including the price of the mobility aid and the price of spare parts so that they can determine the price of the mobility aid over its lifetime)
• where they can purchase products.

We understand that much of the above information is currently being made available free of charge by charities such as the Disabled Living Foundation, which has established an online self-assessment tool for consumers and an advice line. However, many consumers appear to be unaware that this type of help is available through the voluntary sector. We therefore recommend that consumers contact local authorities or charities in this sector in order to obtain independent information and advice as appropriate. Proactive, informed and empowered consumers will be able to make better informed purchasing decisions.

We urge consumers to seek out better value by shopping around, for example by obtaining more than one quote before making a purchase as prices for identical products can vary significantly. For example, the price for the identical scooter can vary by over £1,000, and we have even seen price differences of £3,000.

We recommend that suppliers should disclose actual prices or price ranges (where an exact quote cannot be given) on websites and in marketing material. We are working together with the British Healthcare Trades Association, whose Code of Practice the OFT sponsors, and it has agreed to amend its Code of Practice in order to require its members to display actual prices and price ranges. If this practice is implemented widely then it should assist consumers in obtaining price information, and therefore to shop around.

Back to: Mobility aids - February 2011