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Fall Alarm FAQs

  • What happens if the fall sensor goes off by accident?

    The fall detector has five levels of sensitivity and uses intelligent algorithms to eliminate most false alarms associated with day-to-day movement. If the detector does go off, we will always contact you to make sure you are OK.

  • What do I need to use the fall alarm?

    You need our personal alarm service because the fall detector sends a remote signal to the personal alarm base unit when a fall is detected so our Emergency Resolution Centre is contacted. The personal alarm service is included in your falls package.

    When you connect your fall alarm, you may need to bend down to reach the telephone or power sockets.To support our personal alarm service, we recommend either a keyholder or a key safe. A keyholder is someone who has keys to your home, lives within 30 minutes and can come to your assistance if needed. This means there is always a way to get help to you, whenever you need it. We can supply a key safe when you order your personal alarm.

  • How do I use the fall detector?

    You simply wear it on the wrist like a watch. To minimise false alarms, it should be worn on the least dominant side i.e. a right handed person should wear it on their left wrist and vice-versa. It can also be worn around the neck as a pendant.

  • How do I order the wrist or pendant option?

    You can select which wearable option you prefer when ordering online. If you are already a customer and would like to add a fall detector to your personal alarm service, simply call us on 0800 085 7371

  • What if I change my mind after ordering?

    You have the right to cancel within 14 days of purchase. If you change your mind, simply give us a call.

  • What if the battery runs out?

    The fall detector has a long two year battery life. It performs a daily self-test and has a low battery reporting function so there is no need to worry about the battery running out.

  • What if I need some help setting it up?

    One of our friendly advisors can set everything up for you. This service costs £99 excluding VAT and you can add it to your order when you purchase online. If you prefer to order by telephone, just let us know when you call 0800 085 7371.

  • Do I need to pay VAT?

    94% of customers do not need to pay VAT on their orders, including installation. If you, or the person who you are purchasing the alarm service for, have a condition that requires regular medication such as arthritis, diabetes, or high blood pressure, or are registered disabled, you may qualify for VAT exemption. You can check our VAT exemption guide for advice.

  • What happens if I have an emergency and cannot speak through the alarm?

    Even if you're not able to speak, when you press the pendant alarm we’ll always know who you are, and where you’re calling from. This means we can direct support to you very quickly by calling your emergency contacts or the emergency services.

  • How much does delivery cost?

    The cost of delivery is included. We offer free next working day delivery to all postcodes in England and Wales for self-install orders received by 1pm, Monday - Friday. This means you and your family can quickly benefit from the peace of mind that our personal alarm service provides. If you prefer, you can nominate a day for your delivery or pay an additional £4.99 for Saturday delivery. Please give us a call on 0800 085 7310 to arrange. For those areas of the UK that we cannot deliver to within 24 hours, we offer a 48 hour delivery instead.

  • How do I set-up my fall detector?

    We provide a brochure with full instructions and diagrams for you to follow. You can also follow the set-up instructions on our website to connect and test your personal alarm.

  • Can I wear the fall detector in the bath and shower?

    The fall detector is water resistant, so you can wear it in the shower, but it’s not advisable to completely submerge it in a bath.

  • Will my personal alarm service interfere with my broadband?

    It shouldn’t do, but just to be on the safe side please ensure a broadband filter is fitted to each telephone socket that is in use. Broadband filters are widely available from electrical stores, online or from your broadband provider.

  • What if I need an ambulance and I cannot let them in?

    We recommend you fit a key safe to store your house keys securely outside of your home. On such occasions, we’ll share the key safe code with the emergency services so they can get to you quickly.

  • Who do I tell if anything changes?

    If you change your address, telephone number or there are changes to your medical conditions or keyholders contact information, it’s important to tell us straightaway. We rely on this information being correct so we can arrange assistance for you if you need it.Please call Customer Services on 0800 085 7310 and speak to one of our team.

  • What happens if there is a power cut?

    If this happens, please don’t worry; the battery in the base unit will keep the service going for approximately 40 hours. The alarm unit will also send us a signal if your power goes off and we’ll call you to check you’re aware and that you’re OK.

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