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Personal alarm<br>warranty included
Personal alarm
warranty included
Supporting Age UK's <br>charity work
Supporting Age UK's
charity work
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FAQs Product - Falls Detector Package

Will the fall detector work in the home and garden?

Yes, the alarm works up to 75 metres from the base unit so you can get about your daily life knowing you can get support if it is needed.

Can the fall detector be used as a personal alarm pendant?

Yes, you can press the button on the neck or wrist pendant to call our Emergency Resolution Centre. They will speak to you over the alarm base unit and arrange help should you need it.

Can you set-up the fall detector for me?

Yes, one of our friendly advisors can set everything up for you, test your fall alarm and show you how it works. Simply add our installation service to your order when you purchase online. If you order a key safe, they will fit that too. We’ll be in touch within 1 working day to arrange a suitable time and date for the installation. The installation service costs £99 (£118.80 including VAT).

Is the fall detector water resistant?

Yes, it is water resistant up to 1 metre for 30 minutes.

Does the fall sensor detect all falls?

The fall detector may not detect every fall as it is designed to detect hard, unobstructed falls. If you are able to do so, you must ensure that you press the emergency button each time that you fall.

The fall alarm sensor uses an algorithm to recognise the difference between ‘hard’ falls and other movements so like many similar devices on the market, it cannot guarantee to detect all falls because it is dependent on where it is worn and the amount of shock or impact from the fall. 

What's included in the fall detector package?

Your fall alarm package includes the Age UK personal alarm service, fall sensor pendant alarm and free back-up alarm pendant. It also includes a power lead, telephone lead and telephone adapter to connect your base unit. You can choose between wrist and pendant straps when ordering online.

Delivery is free of charge. Next working day delivery is available in England and Wales for self-install orders received before 1pm, Monday – Friday. For other areas, 48 hour delivery available

What's included with the subscription?

The subscription includes 24-hour monitoring by our Emergency Resolution Centres. We have three UK based Emergency Resolution Centres, so you can be confident that alarm calls will be answered any time of the day or night, 365 days of the year. You can make unlimited alarm calls in the event of any emergency. Your subscription also includes a lifetime equipment warranty and we offer a 30-day money back guarantee.

If the battery in your fall detector needs replacing, we will even replace it free of charge; unlike some other personal alarm providers who will charge you for a replacement pendant.

What do I need to use the fall detector alarm?

The fall detector calls our Emergency Resolution Centre through the personal alarm base unit. All you need is a modern phone socket and a mains electricity socket nearby (within 10 feet) to connect the base unit to. We do recommend that you let us know of any emergency contacts we should call should you need assistance. If you have a key safe, we recommend that you provide us with the location and key safe code. We will only share this information with your emergency contacts or emergency services so that they can access your property quickly and conveniently if required.

What can I do to reduce the likelihood of falling?

Falls can have serious consequences as we age. There are steps you can take to make your home safer and improve strength and balance to reduce the risk of falls.

Download our free falls prevention guide for useful tips and advice to keep you or your loved ones safe in their home.

How do I set-up the Direct Debit subscription?

You can set-up the Direct Debit when you order online. Either choose to pay the set-up cost and first subscription payment by debit/credit card and complete the Direct Debit instruction later. Or you can choose to include the set-up cost in your first Direct Debit payment.

You’ll be asked to complete the Direct Debit instruction form once you have submitted your order online. Your confirmation email will also include a link to the Direct Debit form in case you, or the person paying the Direct Debit, are unable to complete the form immediately.

If ordering by telephone then the Direct Debit instruction will be set-up over the phone with you by one of our sales advisors.

What if I want to the set-up costs and someone else pay the subscription?

No problem! Many of our customers order on behalf of family members who want to pay the subscription themselves. Simply pay by debit/credit card online for the set-up and first subscription payment. Your confirmation email will include a link to the Direct Debit instruction. The person who will be paying the subscription can use this link to complete the Direct Debit instruction or call our Customer Services team, 9am – 5pm Monday to Friday on 0800 085 7371.

Do I own the equipment?

The equipment is rented from us for the duration of your contract. This means that if the equipment develops a fault, we will repair or replace it free of charge. When you no longer require our service, we will provide a freepost Royal Mail return collection bag to make it as easy as possible to return the equipment.