The Brands Behind Fen Mobility Centre: Why Who We Work With Matters

When you're buying a mobility scooter, wheelchair, powerchair, riser recliner or adjustable bed, it's natural to concentrate on the product in front of you.

Is it comfortable?

Does it do what I need?

Will it fit in the car?

How much does it cost?

All perfectly sensible questions.

But there's another question that we think is just as important.

Who made it, and who is going to support it in the years ahead?

At Fen Mobility Centre, we're very particular about the manufacturers, brands and suppliers we work with.

That's deliberate.

There is an enormous amount of mobility equipment available today. Some of it is excellent. Some of it, frankly, isn't.

Our customers rely on these products to get around, leave their homes, get in and out of a chair, sleep comfortably and maintain their independence.

We think they deserve the best.

And for us, that starts long before a product reaches our showroom.

Nothing reaches our showroom without our Occupational Therapist's approval

This is something we're particularly proud of.

We don't sell a product at Fen Mobility Centre unless it has first been personally approved by our Occupational Therapist.

That applies whether we're considering a new mobility scooter, wheelchair, powerchair, riser recliner, adjustable bed or a much smaller piece of mobility equipment.

Before we decide to stock something, we want to know that it's a product we're genuinely comfortable recommending to our customers.

That doesn't mean every product is suitable for every person. Far from it.

A brilliant mobility scooter for one customer might be completely wrong for another.

But it does mean that everything we choose to sell has passed our own first test.

Would we be happy recommending it to somebody who came to us for professional advice?

If we wouldn't, it doesn't go on the showroom floor.

There are thousands of mobility products available and we could fill our Ely showroom several times over if our only criteria were price and availability.

That's not what we want Fen Mobility Centre to be.

We choose our suppliers, not just their products

A shiny new mobility scooter might look fantastic in a brochure.

We're interested in what happens three, five or even ten years later.

Before building a relationship with a mobility equipment manufacturer, we want to know about the company behind the product.

• What is their reputation?

• What is the quality like?

• How good is their UK support?

• Can we get spare parts?

• Are those parts likely to remain available for years?

• What happens if something goes wrong under warranty?

• Can our engineers speak to somebody knowledgeable if they encounter an unusual problem?

• Will the manufacturer support us when we need to support our customer?

• Most importantly, would we be happy for one of our own family members to rely on their equipment?

If the answer isn't yes, we're not interested.

Cheap mobility equipment can be an expensive mistake

We know how much cheap mobility equipment is out there.

The internet has made it possible to buy mobility scooters, wheelchairs, powerchairs, riser recliners and all sorts of other equipment from companies you've probably never heard of.

Some products look remarkably similar to equipment from established mobility brands and can cost considerably less.

Sometimes there is a reason for that.

The question isn't simply whether the product works when it comes out of the box.

• What happens afterwards?

• Who repairs it?

• Where do the spare parts come from?

• Can you get a replacement controller?

• Is there a UK technical department?

• Will batteries, motors, brakes or switches still be available in a few years?

• Who do you call when something goes wrong?

A cheap mobility scooter isn't particularly cheap if a relatively minor fault turns it into something nobody can repair.

We would rather sell products that we know, understand and can support properly.

Long-term support really matters

Mobility equipment works hard.

• A mobility scooter might travel hundreds of miles.

• A riser recliner could be operated many times every single day.

• An electric profiling bed may be adjusted repeatedly throughout the night.

• A powerchair can become somebody's primary means of getting around.

Eventually, things wear.

That's normal.

What matters is what happens next.

We want to be able to service and repair the equipment we sell. We want access to technical information, replacement components, service documentation and the people who know the products inside out.

Our mobility engineers become familiar with the brands we sell and the products our customers use.

And when we need the manufacturer behind us, we expect them to be there.

That relationship may not seem terribly important on the exciting day when you collect your new mobility scooter.

Five years later, when you need a particular replacement part, it suddenly becomes very important indeed.

We actually know the people behind our products

Our relationships with suppliers aren't limited to sending them an order when we need another scooter or chair.

• They come to us.

• We go to them.

• Our team receives product training and technical training.

• Manufacturers visit Fen Mobility Centre to demonstrate new products and explain changes to existing ones.

• We visit their facilities, attend training sessions and product launches, meet their teams and see new equipment before deciding whether we want to offer it to our customers.

We ask questions.Lots of questions.

• How does this work?

• Why have you changed that?

• Can this be adjusted?

• What happens if this part fails?

• Can we replace it?

• How long will you support it?

• Who do our engineers speak to if there's a problem?

That's part of being a specialist mobility centre.

If we're going to recommend a product, we want to understand it properly.

Occupational Therapy changes the way we look at products

Fen Mobility Centre is led by our own qualified Occupational Therapist.

That makes a real difference to the way we select mobility equipment.

A manufacturer can show us an impressive specification sheet, but we're interested in how the product actually works for the person using it.

• How easy is it to get on and off this mobility scooter?

• Can the controls be operated comfortably?

• How does this wheelchair support the person sitting in it?

• How easy is it for somebody else to push?

• Does this riser recliner genuinely help somebody move towards a good standing position?

• Does the seat depth suit the person?

• Can this profiling bed be adjusted appropriately for somebody's transfers and care needs?

• Is this product actually solving a problem, or does it simply have an impressive list of features?

These are the sorts of questions our Occupational Therapist considers before we decide whether a product belongs at Fen Mobility Centre.

Every product we sell has been personally approved by our OT before we offer it to our customers.

We think that's a fairly important difference.

We expect a lot from our manufacturers

Good products are the starting point.

• We expect more than that.

• We expect sensible warranties.

• We expect excellent after-sales support.

• We expect spare parts to be available.

• We expect technical help when our engineers need it.

• We expect problems to be dealt with properly.

• And we expect manufacturers to listen.

• Because our relationships with suppliers are genuine relationships, communication goes both ways.

• We tell them what our customers like.

• We tell them what customers struggle with.

• We tell them when something could be improved.

• And sometimes we tell them when we don't like something at all.

• That's how good partnerships should work.

• The manufacturer knows its product.

• We know our customers.

Between us, we should be able to provide something better than simply selling a box.

Our suppliers choose us too

It's easy to assume that a mobility shop can simply decide to sell any brand it likes.

That isn't always how the industry works.

Good mobility manufacturers care about who represents their products.

Some ranges are widely available. Others are supplied through selected dealers, specialist retailers or approved partners.

And in some cases manufacturers choose to work exclusively with us within our area.

We're very proud of that.

They know their products won't simply arrive at Fen Mobility Centre, be put in the corner and have a price label attached.

• Our staff learn about them.

• We demonstrate them properly.

• We help customers understand the differences between models.

• We set products up correctly.

• We deliver and install where required.

• Our engineers support them afterwards.

• And our Occupational Therapist helps ensure we're recommending equipment appropriately.

Their reputation is partly in our hands when we sell their products.

Our reputation is partly in theirs.

That mutual trust is why our best supplier relationships become genuine partnerships.

We don't want to sell hundreds of brands

Having the biggest possible list of mobility brands has never been our aim.

We'd rather have carefully selected manufacturers whose products we know really well.

It means our team can explain the difference between two mobility scooters rather than reading specifications from a website.

It means we know which riser recliner mechanism might suit one customer better than another.

It means our engineers become familiar with servicing and repairing the equipment.

It means we know who to telephone when we need help.

And it means that when we recommend something, we're putting our own reputation behind it.

There will always be new brands and new products appearing in the mobility market.

We're happy to look at them.

But they have to earn their place in our showroom.

Mobility scooters from manufacturers we trust

Mobility scooters are a perfect example of why the manufacturer matters.

Two scooters can look remarkably similar while being very different underneath.

• Build quality matters.

• Battery systems matter.

• Motors matter.

• Brakes matter.

• Comfort and suspension matter.

• Parts availability matters.

• Technical support matters.

We stock everything from lightweight folding mobility scooters and small boot scooters through to pavement scooters and larger Class 3 road-going mobility scooters.

Whatever the size or price, we apply the same basic principle.

It needs to be something we're happy to sell, support and put our name behind.

Wheelchairs and powerchairs need the same approach

A wheelchair isn't simply a seat with four wheels.

Weight, balance, seat width, seat depth, positioning, adjustability and ease of pushing can make an enormous difference to the person using it.

Powerchairs can be considerably more complex.

This is why we work with established wheelchair and powerchair manufacturers and invest time in understanding their products.

For straightforward requirements, choosing a wheelchair may be relatively simple.

For more complex needs, having an Occupational Therapist within the Fen Mobility team becomes particularly valuable.

We can look at the person rather than simply the chair.

Riser recliner chairs should do more than go up and down

There are plenty of cheap riser recliners available.

But getting somebody from sitting to standing is only part of what a good riser recliner chair should do.

Seat height matters.

Seat depth matters.

Back support matters.

Positioning matters.

The movement of the chair matters.

And, of course, it still needs to be somewhere comfortable to sit.

Different mechanisms suit different people, which is why we offer single, dual, triple and quad motor riser recliners from specialist manufacturers.

Our staff receive training so we can explain those differences properly.

More importantly, customers can actually sit in them, try them and take their time deciding.

Adjustable and profiling beds are another area where expertise matters

Choosing an electric adjustable bed or profiling care bed is about far more than picking a mattress size.

Bed height, transfers, positioning, pressure care, falls risk and whether somebody provides care in bed can all affect the decision.

We work with specialist bed manufacturers and invest in training so our staff understand the different options.

Sometimes a straightforward electric adjustable bed is exactly what's required.

For somebody with greater mobility or care needs, a height-adjustable profiling bed, low bed, specialist mattress or dual profiling bed may be more appropriate.

Again, we start with the person.

Then we find the product.

Our suppliers are part of our aftercare

For us, the relationship between customer, Fen Mobility and the manufacturer shouldn't end when the invoice is paid.

We want to see our customers again. Hopefully just for a coffee and to tell us where they've been on their scooter.

But we're also here when they need their annual service.

When batteries eventually need replacing.

When a tyre gets damaged.

When a chair needs attention.

When circumstances change.

Or when they simply need some advice.

Our own mobility engineers provide servicing and repairs, and our relationships with manufacturers give us access to the parts, knowledge and technical support needed to look after the products we sell.

That's something that can be difficult to see when comparing two prices online.

You're not only buying the product.

You're buying what sits behind it.

Trusted mobility advice across East Anglia

Fen Mobility Centre is based just outside Ely in Cambridgeshire, but our customers come to us from across the region.

We regularly help customers from Ely, Cambridge, Newmarket, Huntingdon, St Ives, St Neots, Peterborough, March, Wisbech, Chatteris, Bury St Edmunds, Mildenhall, Thetford, Downham Market, King's Lynn and the surrounding villages.

We support customers across Cambridgeshire, Huntingdonshire, West Norfolk and the Suffolk borders.

We have built Fen Mobility Centre to be East Anglia's premier mobility centre, bringing together a large showroom, carefully selected products, our own Occupational Therapist, experienced mobility engineers, servicing, repairs, assessments, home demonstrations and

proper aftercare in one place.

We don't want customers to feel rushed.

We want you to try things.

Drive the scooters.

Sit in the chairs.

Try the beds.

Ask questions.

And if you're choosing something for Mum, Dad or another family member, bring them with you whenever possible.

Mobility equipment is personal.

It should be chosen that way.

Trust takes time

We're fortunate to have strong relationships with some of the leading manufacturers and suppliers in the mobility industry.

Those relationships have been built through years of conversations, training, visits, technical support, feedback and looking after customers.

We trust our suppliers to provide products we're comfortable recommending.

They trust Fen Mobility Centre to represent and support those products properly.

And our customers trust us to know the difference.

That's a responsibility we take seriously.

So although we supply mobility scooters, wheelchairs, powerchairs, riser recliner chairs, adjustable beds, profiling beds, walking aids and a huge range of mobility and daily living equipment, we don't want to sell everything.

We want to sell the right things.

Products from manufacturers we know.

Products our staff understand.

Products our Occupational Therapist has personally approved.

Products our engineers can support.

Products we can get parts for in the years ahead.

And products we're happy to put the Fen Mobility Centre name behind.

Because when you're trusting a piece of mobility equipment with your comfort, safety and independence, we think you should be able to trust the people and the companies standing behind it too.