Does the In-home Classic Personal Alarm detect falls?
No, it does not. If you would like a personal alarm that works in the home and garden and includes fall detection, please choose the Digital Fall Alarm. This costs £23.99 per month (£28.79 including VAT).
What does the set-up cost include?
The set-up cost includes setting up your account and registering you as a customer. You will need to setup the personal alarm yourself.
An optional installation service is available with the Classic Personal Alarm for an extra £99 (£118.80 including VAT). You can add this when you order online or by telephone. We will call you to arrange a convenient date and time. Installation is normally within 21 days of ordering.
Can I have more than one alarm pendant?
No, not if you choose the In-home Classic Personal Alarm. If you would like a personal alarm with more than one pendant, for example to keep as a spare or for use by someone else who lives at the same address, please choose the Digital Personal Alarm or Digital Fall Alarm.
Can I use the alarm system if I am deaf or hard of hearing?
Yes, you’ll need to be set up with ‘Type talk’ or ‘Next Generation Text’ for us to be able to contact you when you press the alert button on your alarm device, or alternatively we can contact your chosen keyholders.
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 a "Fully Digital" personal alarm. The Digital Personal Alarm, Digital Fall Alarm and Taking Care Anywhere are popular "Fullly Digital" products. They use 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.
Will I be charged for the alarm calls?
When you make an alarm call or the personal alarm makes a test call, your personal alarm equipment will call Taking Care on an 08456 or 01364 phone number. Your telephone provider may charge you for these calls, depending on your tariff. Please contact your telephone provider for further information. Taking Care do not make any money from these call charges.
Can you install the alarm system for me?
Yes, one of our friendly Telecare Consultants can set everything up for you, test your 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 to arrange a suitable time and date for the installation. The installation service costs £99 (£118.80 including VAT). Installation is normally within 21 days of ordering.
Unfortunately, an installation service cannot be provided to customers in Scotland, Isle of Man, Isle of Wight, 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.
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?
If you order online or by telephone and provide an email address, you will receive an order confirmation 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 personal alarm.
Please complete either form so that we have the following details available in case an emergency alarm call is made:
Emergency contacts – so we know whom to contact in an emergency, please provide the names, addresses and phone numbers of family, friends or neighbours. We will also ask if your contacts are keyholders that can access your home in an emergency.
Medical details – so we can arrange the most appropriate help in an emergency, please provide details of any medical conditions.
Key safe – if you have a key safe, let us know the code and location so we can get help to you in an emergency.
If you prefer, you can provide this information by calling Customer Services on 0800 023 4301, Monday – Friday, 9am – 5pm.
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.
