Baywater Omdömen 

Baywater brought the oxygen cylinders without anything to store them in, meaning they could have easily been knocked over, which could have then caused a dangerous rise in pressure. Luckily we had some boxes to put them in, but other people might not have done. The technicians also brought cylinders with all the valves already opened, which puts patients at risk (when not in use valves should of course always be closed).

Sadly my dad died not long after starting home oxygen, and Baywater turned up without prior arrangement to collect the cylinders on the morning of the day of his cremation. Apparently Baywater must have agreed with the local NHS home oxygen service to just turn up, but it was insensitive to do so and they had no idea whether we would be at home or not. Also, two months after the oxygen was first brought (and a month after my dad died), we got a phone call from the local fire service wanting to arrange a safety check! Perhaps Baywater staff themselves need to have some training from fire safety officers in the use and storage of oxygen cylinders?!

Baywater installed oxygen tubes at my home and provided excellent customer care throughout. The team were friendly, professional, attentive, and made the whole process easy and stress-free. Everything was handled with real care, and I’d happily recommend them.

I am making this review as a follow-up from my review earlier .
I wish to add that the delivery people / technicians are all wonderful helpful people that really do go that extra mile for you. My grievance is with the incompetent and uncaring staff on the end of the phone line or computer, who deserve no accolades whatsoever.
You have good people doing what they can to be so helpful with the deliveries, so it's about time you in the office pulled your fingers out and offer the same service to callers ! !

If I could give them a zero I would. I have left 3 previous reviews about this company and things have not improved. i cannot believe that this company got the contract from BOC. I can only think it is down to money. The service is abysmal problem after problem but I don't think the NHS cares.

Well the whole Team are just wonderful from Emma the Hospital Nurse specialist at Princess of Wales Hospital Bridgend to Gentleman [ i have forgotten name please advise? ] Elaine, Ffiona and anyone else that was involved in my mams COPD journey, we are extremelly grateful to you all, Thank you. Mrs Bernadette Ann Lang

I'm having problems with oxygen cylinder deliveries. Never had any issues with BOC, why did the NHS move to Baywater - a big mistake and it's the patients that end up suffering.
When you ring Baywater you get nowhere, their customer service is dreadful because it doesn't exist.
Awful company.

Absolutely rubbish disrespectful equipment second hand and doesn’t work how they’ve got the NHS contract is unbelievable

We had a visit from Sam from Sheffield today to service our Oxygen Concentrator, who was a superb young man who was helpful, polite and got on with the job in hand which was a new experience for us as nobody else has serviced the concentrator as thoroughly as he did, top marks to him, you need more like him.
Denise Waller.

Appalling collection policies.

First of all, they turn up randomly to collect the oxygen machine. No notice given at all. Bear in mind that their is a 50% chance a house giving this equipment back will be empty. Idiotic inefficiency right there.

Then you arrange a day, and say "I'm only in at the house in the afternoon." They refuse to give a time outside of "9 to 5pm". They of course turn up in the morning.

Then they do it again.

Then eventually you get bored of their shit and just leave the machine outside.

Then they complain about not having the oxygen tank too, but by this stage you don't care, since you have written them off as incompetent. So kinda enjoy wasting their time.

Do the NHS a favour, and dissolve this company.

Had a delivery today of oxygen cylinders arrived within the time I was given the guy was very helpful carried the cylinders into my bungalow he was very polite and helped enormously I couldn’t have wished for a better service sorry I didn’t get his name but a great guy

I called baywater today regarding my electricity reimbursement, my last one was March 31st, I expected my payment the end of June or beginning of July at the latest, I was told I would get it the first week in August, that's a minimum 4 months between payments and this is every single time, I wait at least 4 months, only your first one is supposed to be 4 months and then every 3 months. The excuse this time is that there should have been a service done on my machine 2 months ago but got overlooked so a technician is coming to do it today, no time so I'll just sit in and wait, he won't ring me as usual 30 minutes before he gets here because they've stopped doing that, and a text always says between 10am and 2 pm, that time window is never met and those texts have also stopped. But my payments I need, and this is not a one off 4 month gap, it's 4 months all the time now which by the time it goes into my bank is into the 5th month. Absolutely disgraceful and I'll be lodging a formal complaint and taking the matter to the NHS health service ombudsman.

I think this was a terrible move of the NHS to change oxygen deliveries from BOC to Baywater Healthcare. The saying of don't fix it if it's not broke is 100% true!!
I have had nothing but aggravation in either ordering my oxygen cylinders or them saying they hadn't got any to deliver. They also keep you waiting in all day for a delivery.
The technician themselves are fine because most of them came over from BOC on 2P.
It's the actual customer service of the whole set up at Baywatch healthcare offices & customer services.
They don't listen to what you are saying they seem to have a no care attitude.
There cylinders are unpredictable in either not giving the correct flow rate or in my case today over delivered flow rate & the whole cylinder was empty. I felt really quite weird when I got back home.
This can be potentially very dangerous to the patient.
On calling them about the 3 cylinders last delivered to all having something wrong with them I'm feeling very unsure about these cylinders.
They are obviously not maintained or checked for health & safety before sending out to patients which to me sounds very very wrong & dangerous.
Just keep topping them up with oxygen & not checking the mechanism is also bad customer service.
These cylinders are owned by Baywater Healthcare & filled by another supplier of the oxygen Baywater Healthcare are not maintaining the cylinders themselves.
Patients are given oxygen & the flow rates to be able to be independent we need it to be 100% reliable.
I'm having an exchange of cylinders Tuesday but that doesn't make me feel that I can trust these cylinders right now.
I only hope this when it goes back out to tender that it will be returned to BOC because penny pinching can kill.

Baywater health are constantly short delivering my oxygen.
Now for the second time the delivery driver has phoned me and told me he has no oxygen left and to phone the help line to see if they can organise a delivery.
The first time the operator was very rude to me.saying that I have a oxygen concentrater at home and I should use that.
I explained the oxygen from the concentrater is hard wired into my ventilator and is difficult to use
And it only supply's max 5lt and I require 15lt when I climb stairs.
I was then told to dial 999
I put in a complaint and received the oxygen.
I happened a second time again being told that because I had a oxygen concentrator to use that
I had to explain again that the concentrator cannot supply me with my oxygen needs when walking.they said they will try and deliver the oxygen.
My oxygen levels drop dangerously low when active and could lead to serious health problems.
I need oxygen to move around to use the bathroom.
Never had this problem with the old company.

I'm Deb's & I used to work at Baywater, really enjoyed assisting the patients & thank you to the ones who popped a review on for me:
Liam Atkinson Feb 3 2026
Lynn Mc Nov 8 2025
Ian Oct 31 2025
Janet Porteous Aug 29 2025
Joan Thornberry Aug 26 2025
Sarah Aug 22 2025
Margaret Williams Aug 18 2025
Jen Aug 7 2025

Absolutely shocking service waited in all day.. called four times it’s 8p/m still waiting for an engineer to come and check the machine!! This has happened 3 times in the past!!

Customer service advisors are very helpful and go above and beyond to solve any problems.
Deliveries are always correct and on time and the delivery drivers are also very helpful and pleasant.

When I phone for what ever reason I always get a very pleasant person that answers and the delivery of what ever I order is no more than a couple of days.

Found from placing order through to delivery service was first class ,driver very professional

I've been looking out for my elderly neighbour who is currently in hospital waiting for a visit to install an oxygen concentrator at her home. I was informed about being in contact by the firm from the hospital and everything went as smoothly as possible. The technician arrived and my mum was able to accommodate.

Deborah was absolutely lovely and informed me of the system and how to work it, including potential troubleshooting and how to reorder cylinders. 10/10 service. My only feedback would be to provide timeslot appointments in future. Even though you would be made aware 1-2hrs before the appointment, I was lucky my mum was able to attend the visit in my absence, but appreciate not everyone may have that flexibility.