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What is Taking Care doing to deal with the coronavirus pandemic?

Mar 17, 2020

Coronavirus update

Last updated: 4pm on 22nd September 2020

As the coronavirus pandemic remains a health risk, Taking Care’s primary concern is the health and wellbeing of our customers and staff as well as their families.

We’re proud to be there for our customers at any time of the day or night if they experience any type of emergency. This means that our business has already been designed to have a high level of resilience built in across all elements of its operation.

Being the largest private provider of personal alarms in the UK allows us to have priority terms with suppliers and hold ample stock of alarm units.


Impact on service

Emergency Resolution Product Delivery Self install We-Connect Alarm Faults Office Staff
✔ No impact ✔ Next day ✔ No impact ✔ Available* ✔ New visit guidelines ✔ Home working


As a subsidiary of AXA Health, we have been following their guidelines on how to react to the outbreak for some time already. These are some of the things we have implemented to keep our staff and customers safe:


Emergency Resolution Centres

Customer alarm calls come through to one of three Emergency Resolution Centres that operate independently across the UK. Operating three sites and teams allows us reduce the risks to our call centre staff and provides us with reliable back up should a site become unable to operate due to staff shortages, or for any other reason.


6 weeks free & no obligation home trial

We know how worrying the Coronavirus outbreak is for older adults and their families. To help in this difficult time, we are offering new customers a 30 day home trial with 6 weeks free alarm monitoring. We are also extending the returns period from 15 to 30 days. More information can be found on this personal alarms page.


Home working for staff

Where staff can work from home, we are asking them to do so: and we’re using the extra space in the offices to create an element of "social distancing".



As well as supporting our people, we are taking every precaution to help prevent the spread of the virus. As part of these measures, we are avoiding all non-critical meetings and are asking our staff to use video-conferencing instead of face-to-face meetings. We have also postponed attendance at any national and international conferences.


Installation (We-Connect)

* We are offering We-Connect but cannot guarantee this in every area and timescales may be affected during Covid-19.

Self-installations are unaffected and we are more than happy to offer you additional support and guidance over the telephone or via email should you need it. Our user guide is co-written by Age Co, so is clear and easy to follow.


Alarm Faults

Fortunately, most of our technical support can be carried out remotely. For complex faults that cannot be resolved over the phone, we will send a brand new piece of replacement equipment at our expense. For basic faults, a telecare engineer with appropriate personal protection equipment will visit a customers home or site. We will call you prior to booking an appointment to conduct a risk assessment. We will still make the utmost effort in ensuring any technical issues are resolved as quickly as possible.



Our sales team have been split across two sites to proactively manage the outbreak and protect staff, ensuring that operations continue as normal. If you have already placed an order, or are looking to do so, we are pleased to inform you that you will still get your alarm sent out with free next working day delivery.

Taking Care will update our policies and processes in line with any changes to Government advice.

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