Coronavirus: council service information and advice

Information about changes to council services as a result of coronavirus

Request a Telecare alarm

On this page, you'll find answers to frequently asked questions about Telecare:

My details

Can I use the services if I am deaf?

Yes, we can make note that you cannot hear and arrange to contact your responders instead if the alarm is activated.

What information will you need from me?

We will ask for the names, addresses and telephone numbers of the people who will respond to your alarm calls and provide the help you need. We will also ask for your GP's details, your next of kin and relevant medical information. All information is kept completely confidential.

I am moving house - do I need to give you my change of details?

Yes. When you move you can simply unplug the system and call us free on 0800 731 2228. Tell us your new address, telephone numbers and any changes to key holders. We will then visit to reinstall the unit for you free of charge.

Safety in my home

Why do I need two people to act as responders?

The monitoring centre needs to be sure they can call on someone to come to your aid. If for any reason the first responder is not available, or they want to go away (on holiday, for instance), they will have a second person to call on.

How do I change the details of my key holders?

Just contact us on 0800 731 2228 to let us know the details you wish to change.

What happens if there is a power cut?

If there is a cut in power, there is a battery in the base unit, which keeps the system working.

What is a key safe?

A key safe is a small secure box that is fitted on the outside of your home that stores up to three keys. Your responders use a code to open it, saving them the need to keep your keys on them at all times. Your code number will be stored securely at the monitoring centre.

Setting up the alarm

What do I need in my home?

In order to connect your alarm, you will need a working telephone line plus an electric socket near the telephone line.

If you do not have a telephone line, we may still be able to offer you the service with an alarm that operates via a sim card. 

How long does it take to set up the alarm?

Connection takes around 90 minutes. We will show you how to use the system and answer any questions you may have. The appointment will also include a free home safety check of the property, where advice or guidance will be provided. 

Using the pendant

What happens if I press the pendant by accident?

When the monitoring centre answers your call, just tell them you pressed it by accident. We ask customers to press the button at least once a month to remind them what will happen, and to test the system.

How do I know when the battery in my pendant is running low?

The pendant automatically alerts the monitoring centre when the battery is low. They will arrange for us to deliver you a new pendant, and programme it to your Telecare unit free of charge.

What if I lose my pendant?

We will replace your pendant free of charge on the same day. If you need to activate the alarm before we get to you, you can still call for help from the alarm button on the base unit.

Can I have more than one pendant per base unit?

Yes, you can have up to two pendants on one base unit, enabling two people to be covered. There is no additional charge for this service.

Interferences with the pendant

Can I wear the pendant in the bathroom, bath and shower?

Yes, you can wear the pendant anywhere in your home, including the bathroom. The pendant is water resistant but not completely waterproof, so we ask you not to immerse it in the bath.

Will the pendant work in my garden or down the road?

Yes, the pendant has a range of about 30 metres from the base unit and will work in the garden, or anywhere near your home.

Will any of the other equipment in my house affect the pendant working properly?

There should be no interference from any other equipment in your home. If you are in any doubt please call us on 0800 731 2228.

Will my pendant interfere with a pacemaker?

It will not interfere with a pacemaker because it operates on a separate frequency.