Phone Need help? Call us on 0800 085 7371

Taking care of you and your loved ones
Trusted Traders<br>Approved Service
Trusted Traders
Approved Service
Free Lifetime <br>Equipment Warranty *
Free Lifetime
Equipment Warranty *
Supporting Age UK's <br>charity work
Supporting Age UK's
charity work
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Monitoring and Subscription FAQs

  • What’s included in my 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 anytime of the day or night, 365 days of the year.

    If you have an in home alarm equipment fault or if your pendant battery needs replacing, we will fix the issue, free of charge.

  • Can I use my alarm product without subscription?

    The subscription covers the 24/7 monitoring service, which is an essential part of the package. Without a subscription, the equipment must be returned to us.

    The personal alarm 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.

     

  • How do I pay for the subscription?

    For your convenience, we recommend setting up a monthly Direct Debit. Once your order has been shipped, we will contact you to set your subscription.

    Some of our customers order the personal alarm service for family members so  you can choose who you would like to be the Direct Debit payer when we contact you.

     

  • How do I cancel my subscription?

    If you no longer need your personal alarm, please ring our Customer Services team on 0800 085 7310 who will cancel your subscription. Lines are open Monday – Friday, 9am – 5pm. We will send you a freepost Royal Mail return collection bag to make it as easy as possible to return the equipment.

     

  • How do I provide you with details of my emergency contacts?

    To ensure we deliver the best possible service to you and your family, after you have received your order we will collect some additional information.

    This includes who you would like us to contact in an emergency, such as family or neighbours. If you have a key safe, we'll ask for the code and location so we can quickly and conveniently get help to you if you cannot answer the door. We will only ever give the code to the emergency services, not to contacts as you are free to do this yourself. 

    So we can arrange the best help in an emergency, we’ll ask you for GP details and medical conditions.

     

  • What should I do if my emergency contacts or other details change?

    Please let us know if there is a change to your contacts or if they are away so we do not call them unnecessarily in an emergency.

    Our Customer Services team can help with any changes, including if you move address. Please call us on 0800 085 7310.

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