As we look back on 2024, we’re incredibly proud of the work our Emergency Resolution Team has done to help our personal alarm customers remain safe, independent, and healthy for longer. This past year has been one of growth, innovation, and unwavering commitment to delivering the best possible service.
In 2024, we answered an astounding 1.48 million alarm calls, a significant increase from the 1.1 million calls handled in 2023.
Our dedicated team worked tirelessly 24 hours a day, 7 days a week - including Christmas Day and New Year’s Day - to ensure every call was answered with care and efficiency.
In 2024, we resolved 58,656 emergencies, an increase from 49,000 in 2023. Whether responding to a fall, a health emergency, or a moment of distress, our team was there when it mattered most. Even as call volumes grew, we maintained our commitment to answering within 30 seconds, providing peace of mind to our customers and their families.
Supporting the NHS
Thanks to our proactive support, 96% of personal alarm calls were resolved without the need to contact emergency services. This approach not only reassures our customers but also helps reduce the strain on critical healthcare resources.
By resolving emergency calls without ambulance involvement, our service helped save the NHS an estimated £65 million in 2024.1
These savings reflect our shared commitment to supporting the healthcare system while ensuring our customers receive timely and effective care.
Read more about our Emergency Resolution Team
Our Emergency Resolution Team is one of the major reasons why our range of personal alarms offer true peace of mind to many older and vulnerable people and their loved ones.
1. NHS savings calculated using internal statistics from our Emergency Resolution Centres including data based on calls resolved without emergency service intervention, and publicly available NHS costs and length of hospital stay for acute care. Number of alarm calls excludes calls from door, warden, smoke tests and fault sources.
