In-Home Classic Personal Alarm

Frequently asked questions

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

  Yes, one of our friendly Telecare Consultants 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). 

  Unfortunately, an installation service cannot be provided to customers in Scotland, Isle of Man, the Scilly Islands or the Channel Islands.

• 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.

   

• 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?

  You will need a telephone landline to connect the alarm unit to. If you don't have a telephone landline then you can still use our service with the Taking Care Anywhere. This 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 ongoing 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. 

• 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.

• How do I provide you with my emergency contacts?

  Once you have submitted your order, you will receive an email with a link to an online account setup form. Please complete and submit this form so we know who to contact in an emergency. 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.

• 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.