Baywater Avis 

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.

Discharged from hospital yesterday. was told i would get a concentrator today Friday 9th. Spoke to Bowater ( so called ) customer service, NOT being delivered today, being processed, might be tomorrow ?? possibly next week some time.
What truly abysmal service !!! I have experienced 7 years with BOC and they were excellent. The decision to move to Baywater is a disaster.
Just been informed it will now be Monday before delivery as it was not scheduled for Friday, the agent did not know why it was not scheduled ??. They won't deliver on Saturday 😂
Do I believe it will be delivered on Monday 12th Jan, yeh right. Poor poor awful service.

We have have not had very good experience's with this company, we had a Concentrator installed and I was not informed how it worked so when it was turned on, just a high pitched screech, my husband had to call an engineer to fix this problem but he did not know what to do so sent somebody the next day who discovered the machine had not been installed correctly and we had no instruction how to operate it.
The oxygen bottles must be checked to ensure they are full, we have had empties delivered to us and they do not like it if you complain, the 4 hour window is regularly missed and we have had deliveries at 22'

Terrible company, constantly telling lies, unable to provide the service they get paid for, no comms, no delivery, just awful. Got text they would come yesterday, Friday 14th. 2 hours after the end of their time window got a call to be told someone was very busy and my oxygen would come tomorrow, which is today, Saturday 15th. I called them earlier today to be told my concentrator is on someones van and is coming today. It is now 17.23, no comms, no oxygen, terrible company.

Lovely customer service. I rang through as usual for replenishment of my oxygen cylinders. As soon as I had given my details Debbie wished me a happy birthday and sang happy birthday song to me. We proceeded to have a lovely conversation. These little touches can make a big difference to someone's day. Thanks Debbie, keep up the good work and your cheerful disposition.

Ive had my oxygen prescription changed by my Oxygen Nurse i received a call the same evening from Baywater confirming change. Arranged delivery for a Saturday. Come Saturday, received a phone call from the gentleman who will be installing the oxygen concentrator to state that its not available and only delivering oxygen bottles. I called the office to be told they are aware of the shortage of concentrator. But did not think about contacting me; earlier in the week to let me know this.im now stuck with a concentrator I cant use anymore.

I just wanted to give a special mention to DENISE at Baywater. FIRSTLY SHE WAS HUMAN(not an AI bot),
She was most pleasnt, caring, helpful and had a wicked sense of humour like myself. WELL DONE DENISE KEEP UP THE GOOD WORK

My Husband is on oxygen 24 hours, last Friday oct 17th I ordered 10 cylinders ( as they don’t deliver in this area at weekends) my husband got a text saying they would arrive between 12.-5 it got to 6.30 nothing rang up “ there on there way” 7.30 rang again they have had a busy day but They said we were getting them another phone call at 9pm have spoken to Your driver ( Mary) she is coming ( I put the Cylinders outside) 10. 30 rang again to say she hadn’t been and shall I leave the cylinders outside as we were going to bed ( couldn’t get a yes or a No from the fellow) so I left them outside and guess what. They were still there in the morning !
So why do the staff when you ring up Lie to you, after all this modern technology you would think that if the drivers can contact each other why can’t they contact the customers to inform them if there not coming or have had an emergency and will be late, or alternatively ring the office to let them contact the customers.
They are playing with peoples lives here ( it’s not like a
Parcel for a present ) it’s LIFE OR DEATH
Come on sort yourself out or let BOC have the contract back
And guess what we have the same problem this Fri
We are still waiting it’s nearly 3.30 and they should have been here by 1.30

Staff that deliver oxygen always go extra mile and always very helpful however the customer services are worse than poor.
Don’t want to mention names but you know who you are.

Terrific company & our thanks specifically to their driver/engineer Michael Battison for his support, humour, compassion & knowledge. Having your husband sent home from hospital needing 24/7 oxygen from not requiring anything was a complete shock & he talked us through best ways to manage plus how to use liquid oxygen which I found very frightening at first. His upbeat humour & personality always cheered us up & I'm extremely grateful to him.