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Personal alarm<br>warranty included
Personal alarm
warranty included
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24/7 service
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FAQs Product - Smoke Detection Package

How long do the smoke detector batteries last?

The smoke detectors have a battery life of 10 years. They perform a regular self test and alert our Emergency Resolution Team if the battery is low. This means there is no need to worry about the battery running out and you not knowing.

The smoke detector battery cannot be replaced, there is two year warranty on smoke alarms and batteries. After 2 years we can replace the smoke detector for a £99 fee (£118.80 including VAT).

What is covered by the personal alarm lifetime warranty?

The personal alarm lifetime warranty covers the personal alarm pendant and alarm unit. If your personal alarm pendant or alarm unit develops a fault or stops working at any time whilst you are a customer, we will either repair or replace the equipment for you. If the pendant alarm battery needs replacing, then we'll change that too. There is no charge for this service. The smoke detectors have a two year manufacturer warranty. 

Does the smoke detector require wiring?

There is no electrical work or wiring required. The smoke detectors automatically send a remote call to the personal alarm alarm unit which then calls the Emergency Resolution Team. 

How do I set up the smoke detectors?

One of our friendly Telecare Consultants will set everything up for you, test your alarm and show you how everything works. We will be in touch within one working day of receipt of your order to arrange a suitable time and date that works best for you. There is no self installation option available because we need to test the smoke detectors so we know they will work in an emergency. 

Do I need a telephone landline to use the smoke detector package?

The alarm unit connects to a telephone landline and uses this to call our Emergency Resolution Team. If you do not have a telephone landline, you can still use our smoke detector package by ordering the no landline model. This uses a multi-network SIM chip instead. If you order the In-Home Classic Alarm + Smoke Detection (No Landline), the SIM chip is included in your subscription so you don't need to worry about Pay As You Go mobile costs. 

The In-Home Classic Alarm + Smoke Detection (No Landline) has a one-off cost of £253.10 (£303.72 including VAT) and subscription is £23.99 a month (£28.79 including VAT).

What happens when smoke is detected?

Our Emergency Resolution Team will be alerted automatically if the smoke detector detects smoke. The Emergency Resolution Team will call the alarm user to confirm the situation. If there is a fire, or if they cannot speak to the alarm user, they will call the Fire Service immediately. 

What happens when I press my personal alarm button?

When the personal alarm button on the pendant is pressed you will be quickly connected to our 24-hour Emergency Resolution Team. They will know who you are and where you are calling from so they can direct help to you even if you are unable to speak. 

The Emergency Resolution Team will get help to resolve any emergency, such as falls, cold callers or intruders by calling your emergency contacts or the emergency services. 

Can I use the personal alarm in the garden?

Yes, it works up to 75 metres / 246 feet from the alarm unit so you can go about your daily life knowing you can get support if it is needed. As part of the set-up process, we will ask you to test your alarm from different locations so you are confident of getting help around your home.

What if I want to pay 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.