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Monitoring and Subscription FAQs

  • How do I pay for the subscription?

    The subscription is paid by Direct Debit and for convenience we recommend you set this up when you order online.

    When you place your order online, you will have two payment options to choose from. You can choose to pay the set-up cost as part of your first Direct Debit payment, in which case you need to complete the Direct Debit instruction shown when you have completed your order.

    Or you may prefer to pay the one-off set-up cost and first subscription payment by debit/credit card and set-up the Direct Debit later. Some customers prefer this option if someone else is paying for the subscription. For example, customers may order the personal alarm service for family members who wish to pay the subscription themselves.

    Your order confirmation email will include a link to the Direct Debit instruction in case someone else needs to set it up or you wish to do it later.  We would advise you to complete your Direct Debit instruction as soon as possible however to avoid any complications.

    If you have any problems setting up the Direct Debit, we are here to help. Please call our Customer Services team on 0800 085 7310, 9am – 5pm Monday to Friday or email enquiries@ppptakingcare.co.uk.

  • What date is the Direct Debit payment taken?

    Once we have received your order and processed your Direct Debit instruction, we will write to you within 10 days of receiving your Direct Debit instruction to confirm the amount, frequency and Direct Debit date. If you would like to change the payment date, please call our Customer Services team on 0800 085 7310, 9am – 5pm Monday to Friday or email enquiries@ppptakingcare.co.uk.

  • 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, rented equipment must be returned to us.

    The in-home 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. 

    The out-and-about-alarms are not rented (Out-and-About Watch Alarm, Out-and-About Classic GPS Alarm, Out-and-About Mobile Alarm and Dementia Locate). 

  • 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.

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

    Many of our customers order on behalf of family members who want to pay for the subscription themselves. You can pay by debit/credit card online for the set-up and initial payment and your confirmation email will include a link to the Direct Debit instruction. The person paying the subscription fees 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.

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

    After you have placed your order we will collect some additional information to ensure we deliver the best possible service to you and your family. You will receive an email with a link to an online account setup form or if you prefer, you can give us a call.

    We will ask you to provide who we should 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 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 the wrong contact  in an emergency.

    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.

    Our Customer Services team can help with any changes. Please call us on 0800 085 7310.

  • Do I need to give you any medical information, and why?

    When you get a Taking Care Personal Alarm, as part of the onboarding process we take details of any relevant medical conditions that you have. We share this information with the emergency services and your doctor when needed. By knowing a little more about your medical history, this allows them the best opportunity to give you the best possible medical attention you need.