Common Questions

What information is required to place a holiday order?

If the same equipment is required as at home, you can contact the Healthcare Helpline directly to inform us of the details (listed below). If different equipment is needed, you will need to request a Home Oxygen Order Form (HOOF) for temporary stay, from your Healthcare Professional.

The following information is required:

  • Full holiday address, including postcode
  • Holiday dates (from-to)
  • Contact name and telephone number
  • Booking name and reference, where appropriate


What if I change address?

If the same equipment is required at the new premises, you need to call us on 0800 373 580 to arrange a change of address. A new HOOF is needed if different oxygen equipment is required at the new address. You should inform your Healthcare Professional about your change of address.


How do I organise the removal of oxygen equipment?

In the case of a patient passing away, removal can be arranged by using our reorder form or calling the Healthcare Helpline. If a removal is required for another reason, a Healthcare Professional will need to arrange this. To send a request for removal, they need to log in to the Online Portal or their Oxyshop Portal. There, they will find the section to request a removal. Alternatively, they can send an email to [email protected] from their NHS email address with the request. This request must include the patient’s name, address, date of birth, and why the oxygen equipment needs to be removed. This request needs to clearly state the name and position of the Healthcare Professional requesting the removal.


If my oxygen requirements change, what do I need to do?

Please contact your Healthcare Professional.


Is a new HOOF required for reordering oxygen cylinders?

No. Once the original installation has been carried out, you can use our online form, or call 0800 373 580 to reorder oxygen cylinders without a new HOOF being completed. You should only request a refill of portable oxygen cylinders when you have used half of your supply.


Oxygen Reorder Form


If I have any other queries, who can I call?

Our Healthcare Helpline can be contacted on 0800 373 580, and we will be able to help with any questions you may have regarding your home oxygen therapy.


I need to have a cheque reissued; how do I go about it?

Please return the cheque to the address at the top of the accompanying letter, including reissue details. If you can provide bank sort code and account number details, this will ensure a quicker reissue.


What’s the best way to receive my reimbursements?

The easiest and most secure method is via BACS transfer into your bank/building society account or that of a third person nominated by the oxygen user.


How can I provide my bank details?

Upon installation, our Healthcare Technician will be able to take your bank details. They will also provide you with a patient pack, which includes a reimbursement form and a pre-paid envelope if you prefer to use this option.

You can also supply your reimbursement details via our web form, or by emailing [email protected].

Electricity form


When will I receive my first reimbursement?

We will service your oxygen machine(s) three months after installation. Your first reimbursement will be made at the end of the fourth month. After that, your oxygen machine will be serviced every six months.

We usually make an estimated payment based on your historical usage between reimbursements based on readings. This will provide you with a regular payment every three months. Any over or underpayments will be adjusted when the next reading is taken.


Can I provide you with a reading myself?

We are happy for you to provide us with a current reading from your oxygen machine. This will enable us to keep payments as accurate as possible. Your Healthcare Technician will be able to show you how to do this.

Please note that this is not a substitute for services. These must still be carried out at regular intervals to ensure your continued safety.