FAQs Product - Taking Care Sense

Do I need nominated contacts to use Taking Care Sense?

Yes. Taking Care Sense is not an emergency device so we will not be able to call the Emergency Services if an issue is detected. Therefore, it is vital we have the contact details of at least one person. 

How can I provide you with the details of the nominated contacts?

• If you order online or by telephone and provide an email address, you will receive an email with a link to an online account setup form.
• If you do not have an email address, you can complete and return the form included in your welcome pack with your Taking Care Sense.
• Please return either form so the Resolution Team know who to contact. If you prefer, you can provide this information by calling Customer Services on 0800 023 4301, Monday – Friday, 9am – 5pm.
• We’ll also ask for some other details so we can provide the best possible response, including medical details and your key safe code and location, if you have one.

How quickly will you alert me if an issue is detected?

• Taking Care Sense monitors activity patterns and the home environment 365 days of the year.
• When Taking Care's Resolution Team are notified of a change to the usual pattern of daily living activity, they will call the household between 8am and 10pm (365 days a year).
• If there is no response, Taking Care’s Resolution Team will call a nominated person such as a family member or friend who can then arrange to check on the household to make sure all is well.
• If the temperature is below 14 degrees for a 12-hour period, the Resolution Team will call next of kin between 9am to 5pm (Monday to Friday not including Bank Holidays).

What does the weekly email summary show?

The weekly email summary shows by day:

• The time of the first and last activity detected in the kitchen: 
  This information helps you to identify changes to your loved one’s morning or night-time routine.
• The number of times activity was detected in the kitchen: 
  This shows how many times your loved one has gone into the kitchen each day, for example to eat or drink. Changes in activity may indicate a change in health or wellbeing that you may not be aware of. Daytime and night-time activity is shown in the email.
• Lowest temperature in the kitchen: 
  Older adults are more sensitive to extreme temperatures. Taking Care Sense monitors the temperature in the kitchen where it is placed. Low temperatures may be linked to a decrease in the use of heating or a window or door left open. The summary may be particularly useful if you are concerned about fuel poverty or insufficient use of central heating.
• Highest temperature in the kitchen: 
  High temperatures can be a risk to health in warmer months. High temperatures may also indicate central heating systems are not working correctly or other heat sources have been left on.

How do I receive the weekly email summary?

• The weekly email summary will be sent to any nominated contacts that you provide with an email address.
• Once you have submitted your order, you will receive an email with a link to an online account setup form.
• Complete this form with details of nominated contacts and their email addresses.
• If you prefer, you can provide this information by calling Customer Services on 0800 023 4301, Monday – Friday, 9am – 5pm.

What does Taking Care Sense detect?

• Taking Care Sense learns the user’s behaviour patterns through changes in room environment and temperature.
• Typical behaviour patterns are recorded based on the use of a kettle, washing up, windows and doors being opened and use of the central heating.

What size is Taking Care Sense?

• It is small and discrete, measuring just  86mm wide x 86mm long x 26mm deep.
• If you order the standalone Taking Care Sense, the package is small enough to fit through a letterbox so there is no need to wait in for the delivery.

How long does the battery last?

Depending on use, the factory fitted lithium battery will last for over 3 years. We are notified automatically when the battery is running low and will send you a replacement device free of charge. 

How will I know if the battery needs replacing?

• We will be automatically alerted and will send you a replacement device free of charge.
• All you will need to do is take the replacement device out of the box and place it on the shelf. 

How do I know if Taking Care Sense is working correctly?

• There are no flashing lights or audible alarms with Taking Care Sense.
• Don't worry though, if the device stops working or there is an error then we are automatically alerted. 

Does Taking Care Sense use Wi-Fi or a mobile network?

• You don't need Wi-Fi or broadband to use Taking Care Sense. Instead, it uses a special low-power wide-area network (called LPWAN).
• This is a collection of wireless technologies and networks specifically designed for low powered devices like Taking Care Sense that send small amounts of data.
• There's no SIM card to top-up or extra mobile network costs.

How do I set up Taking Care Sense?

• Setting up Taking Sense is a simple process that takes less than 5 minutes.
• Taking Care Sense should be placed in the kitchen, on top of a cabinet or shelf and out of direct sunlight.
• A user guide is included with your order.

Can Taking Care Sense be placed in any room?

No, it should be placed in the kitchen, on top of a cabinet or shelf and out of direct sunlight so it can detect environmental changes based on activity. 

Do I own Taking Care Sense?

• No, Taking Care Sense 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 arrange for the equipment to be returned via an Evri ParcelShop or a courier collection service. 

How do I set up the Direct Debit subscription?

When ordering online:

• Pay the set-up cost with a debit or credit card.
• Complete the Direct Debit form linked from the confirmation page and order confirmation email for the ongoing subscription.

If ordering by phone, our advisor will help you set it up. 

If someone else is paying the subscription, they can use the link in your email or call Customer Services.

What's included in the subscription?

• The subscription includes 24-hour monitoring by our Resolution Team.
• We have three UK based Emergency Resolution Centres so you can feel reassured that help is available any time of the day or night.