Last updated: 2nd February 2022
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
Our services remain unaffected by the coronavirus and Omicron Covid variant.
- Emergency Resolution: ✔ No impact
- Product Delivery: ✔ Next day
- Self Set-up: ✔ No impact
- Professional Installation: ✔ Available*
- Alarm Faults: ✔ New visit guidelines
- Office Staff: ✔ Hybrid office / home working
As a subsidiary of AXA Health, we have been following their guidelines on how to react to the outbreak. 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 to 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.
1 month free & no obligation 30 day 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 1 month free alarm monitoring on in-home alarms. We are also extending the returns period from 15 to 30 days.
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".
Meetings
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.
Professional Installation
* We are offering Professional Installation but cannot guarantee this in every area and timescales may be affected during Covid-19.
Self set-ups 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 customer's 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.
Sales
Our Sales Team has 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.
