TSA welcomes NRS Market Failure Review and supports sector-wide learning

1​1 August 2026

TSA welcomes the recent publication of the NRS Market Failure – Lessons Learned Review, which sets out important learning for the technology enabled care sector and the wider health and care system.

The review was commissioned following the collapse of NRS Healthcare, but its findings reach far beyond the circumstances of one provider. It highlights weaknesses in commissioning, oversight, contingency planning, data access, communication and the way risk is identified and shared across the system.

For TSA, the report is a clear reminder that services supporting people to live safely and independently need strong governance, sustainable commissioning and practical plans that can be put into action when something goes wrong.

Commenting on the publication of the report, Alyson Scurfield OBE, Chief Executive of TSA, said:

“This review gives everyone involved in technology enabled care an opportunity to look honestly at what happened, what worked in the response and where the wider system needs to improve.

“Many people worked incredibly hard to keep essential services running and to protect those who depended on them. We need to recognise that effort, while also making sure the lessons identified in the report lead to real change.”

The report reinforces the need for clearer accountability, stronger oversight of critical services and better coordination between commissioners, providers, suppliers, government and sector bodies.

It also highlights the importance of business continuity arrangements that work in practice. These plans need to cover access to data, systems, premises, equipment, staffing and alternative capacity, with clear responsibilities and escalation routes agreed in advance.

Independent assurance also has an important role to play. Commissioners need confidence that providers have the right governance, quality, safety and resilience arrangements in place, and that these continue to be maintained throughout the life of a contract.

Through the TEC Quality Standards Framework, TEC Quality provides an independently assessed benchmark for services across the sector. TSA believes recognised standards and independent audit should form part of procurement, mobilisation, contract management and ongoing service review, giving commissioners greater confidence and helping providers identify areas for improvement.

The review also raises wider questions about the sustainability of the market. Commissioning decisions need to take proper account of quality, deliverability, workforce capacity, financial resilience and long-term value. Services of this importance cannot be judged mainly on the lowest price available.

For people who rely on technology enabled care, resilience underpins their confidence that support will be there when they need it. A loss of service can affect someone’s safety, independence and ability to remain at home, while also placing additional pressure on families, carers, hospitals and local services.

TSA believes the response to the review must involve government, commissioners, providers, suppliers, housing organisations, the NHS and sector bodies working together. The learning needs to be shared openly, with practical action taken across organisational and regional boundaries.

Many of the areas raised in the report are already reflected in work taking place across TSA and the wider sector. This includes the Sector Risk and Innovation Groups, the continued development of TEC Quality, the joint TSA and ADASS commissioning blueprint, and work with members and partners on cyber resilience, data, service continuity and organisational learning.

Alyson Scurfield OBE added:

“The report shows how closely connected resilience, quality, commissioning and assurance are. We need services that are financially and operationally sustainable, supported by strong standards and clear oversight.

“The next step is to bring the sector together and turn the recommendations into practical action. TSA and TEC Quality are ready to play their part, working with partners to strengthen confidence in the services that so many people rely on.”

TSA will now consider the review in more detail with its Board, members and partners, and will look at how its findings can inform ongoing work to improve quality, resilience and accountability across technology enabled care.