Telecare Frequently Asked Questions

What if I no longer wish my telecare service?

If you decide you no longer require the service, you must inform us as soon as possible. We will then agree to arrange for you to drop the unit and pendant at one of our designated areas or arrange collection.

What if I move house?

You should notify your care manager, who will arrange for our service to transfer and re-connect your alarm at your new home. If there is no care manager available, please contact a Telecare officer on 01292 880929 or press your pendant and one of our operator will assist you with your request.

What if I press my alarm by mistake?

The operator will talk to you through the alarm unit - simply tell the operator it was pressed in error. It is more common than you think and not a problem, the operators will be glad to know all is well.

What if there is a power cut?

Your telecare alarm has a battery back-up which will operate in the event of a mains failure. The batteries in all your equipment will be maintained to ensure it is in full working order. Your alarm should last around 2-4 days depending on your usage of the alarm, our monitoring station will be monitoring your power supply on the alarm and will send help if it starts to fail.

What if I cannot speak to the operator or they cannot hear me?

We treat all these calls as a 'no response' and will attend as a priority. We would also then contact your family or keyholders as appropriate. We will always try your phone number before contacting family.

What happens if I am going to be away from my home?

If you are going away, into hospital, on holiday or staying with family or friends, where possible, you should inform the monitoring station and provide them with details when you leave and when you return. This will ensure that if any telecare device activates when you are not at home, we will not send anyone to your property.

What happens if I have a power cut or network failure?

Our monitoring station will be aware of any failure to the alarm and will be working in the back ground to rectify the failure. Your alarm will speak to you but you don't have to do anything as we will fix it from our end. If you have any concerns press your pendant or call us on 0300 123 0900.