Personal Alarm Package

Frequently asked questions

• Can I use the personal alarm in the garden?

  Yes, it works up to 75 metres from the alarm base 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.

• Can you set-up the personal alarm for me?

  Yes, one of our friendly advisors can set everything up for you, test your personal alarm and show you how it works. Simply add our alarm 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). 

• What is included with the Age UK personal alarm order?

  Included in your order is the personal alarm pendant, a neck and pendant strap, a personal alarm base unit, power adapter, telephone lead and welcome guide. An easy-to-follow user guide will show you how to connect your personal alarm.

• What is included in 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.

• Is the delivery, warranty and repair service really free of charge?

  Yes! We don’t charge for delivery and we include next working day delivery for orders received by 1pm, Monday – Friday to all postcodes in England and Wales. For those areas of the UK that we cannot deliver to within 24 hours, we offer a 48 hour delivery instead.

• What happens when I press my alarm button?

  All our alarm systems include a subscription for 24/7 monitoring. Your alarm call will be quickly answered 24 hours a day 7 days a week by one of our Emergency Resolution Centres in the UK.

  Our trained team will know who you are and where you live. Even if you are unable to speak, we will know where to direct help.

  The Emergency Resolution team will talk with you over the alarm unit and assess the situation.

  If you need further help, we will call either your nominated emergency contacts, such as friends, neighbours or family, or the emergency services. When you first set-up your alarm system, we ask you for some information, for example if there are medical conditions we need to be aware of.

  If you have a key safe, you can also share the location and code with us.

  Having this information to hand when you make an alarm call means we are able to coordinate the most appropriate response quickly, even if you are unable to get to the door. We will only share this information with the emergency services if they are called so we can get help to you.

  We provide an easy to follow user guide with your order to help you set-up your alarm. Our Customer Service team can answer any questions you have and provide help if you need it.

  We also offer an installation service for customers who prefer to have one of our professional installers set-up and test the alarm system and show you how it works.

• What is covered by the lifetime warranty?

  If your equipment 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.

• Can I use this alarm if I don't have a telephone landline?

  We offer a landline and 'Landline Free personal alarm' model. They have the same features but the 'no landline' version uses a multi-network SIM card, so it is perfect for customers that don't have a telephone line in their home but need a little support to live independently. 

• Can I have more than one pendant?

  Yes, you can add another pendant for anyone living at the same address, or for use as a spare, for just £35 (£42 including VAT) with no on-going additional charge. 

• Can I use the personal alarm if I am deaf?

  Yes, you’ll need to be set-up with ‘Type talk’ or ‘Next Generation Text’ for us to be able to contact you, or alternatively we can contact your chosen keyholders. 

• 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.