Frequently asked questions about our mobile opticians

Frequently asked questions about our mobile opticians

How do I request a home visit?

Call us on 0800 198 1132 or use the booking request form .

How do I cancel a home visit?

Call us on 0800 198 1132 – our team will be happy to rearrange the visit for you, if necessary.

Who will visit me?

We believe that everyone is entitled to the best possible eyecare service. You will be visited by a two-person team comprising a qualified optometrist and customer services director. We’ll ensure that you’re always seen by the same team so that you can really get to know them.

All our staff are highly trained and have completed background checks as stipulated by the DRB (Disclosure and Barring Service, formerly known as CRB) and POVA (Protection of Vulnerable Adults) provisions. All of our staff carry identification with them at all times.

Will I receive as good an eye test as in the store?

Eye tests at home are thorough and carried out with all the care and attention that you’d expect from our stores.

All the mobile opticians are fully qualified and experienced in home eye testing, and they come equipped with the latest mobile testing kit including our revolutionary new technology, Digital Precision Eyecare, to ensure your glasses fit correctly. They will strive to make the visit as straightforward as possible.

Will I be able to get the same products as high street customers?

Yes - you will have access to the same offers, products and standard of care available to customers in our high street stores. You’ll be able to choose from 180 glasses styles during your home visit and hundreds of other Specsavers styles are available to order. Our mobile opticians will explain directly what’s available to you and which offer is best value for your needs.

Will I have to wait a long time for my glasses?

Once you have chosen your glasses we appreciate you’ll want them quickly. We have more optical laboratories than any other care home service provider, so you’ll receive them in the quickest possible time. When your glasses are ready, your team will visit you again for a fitting appointment.

Do you also offer hearing services?

A home visit hearing service is available in selected parts of the country. In this instance, you’ll be visited by a Specsavers Hearing Aid Audiologist for a thorough, professional hearing test in the comfort of your own home and using the latest computerised equipment.

The test is exactly the same high standard as you’d find in one of our hearing centres and you can have your new hearing aid fitted at home too. You can request an appointment online here or call 0800 023 2949.

Will my glasses be guaranteed?

All our frames and lenses are guaranteed against defective manufacture for 12 months from the date of delivery. Should any of our glasses need repairing (subject to normal use) we’ll repair them free of charge. Please contact your local team on 0800 198 1132.

What else will the mobile optician check for during a home eye test?

As well as checking how well you can see, your mobile optician will also assess the health of your eyes for more complex eye conditions such as:

Learn more about eye conditions here.

Does Specsavers Healthcall operate in the Isle of Man or the Channel Islands?

No - Specsavers Healthcall offers home visits to those who qualify for free NHS home eye tests. The NHS does not cover the Isle of Man or the Channel Islands.

How do I change the time of a home visit?

Call us on 0800 198 1132 – our team will be happy to rearrange the visit for you.

What do I do if I’m not happy with the service?

We want you to be completely happy with your purchases. If you have any concerns at all, within the first three months of purchase, we will put it right. No quibble, no fuss.

However, if you would like to make a complaint or a comment, please contact the Customer Care Manager, Specsavers Optical Group, FREEPOST GU209, Guernsey, GY1 5SS.

Alternatively you can contact your responsible NHS authority. Your complaint will be acknowledged within three working days and you will receive an estimate of how long the investigation of your complaint is likely to take and an offer of a discussion about this period.

If your complaint relates to your sight test and you are not happy with how your complaint has been handled either by us or by your responsible NHS authority, you will be advised of your right to take your complaint to the Health Service Commissioner (Ombudsman).

If your complaint relates to your glasses or contact lenses you can contact the Optical Consumer Complaints Service, PO Box 219, Petersfield GU32 9BY.

Healthcall: Request a free home visit

Healthcall - Common