Smoke Detection Package

Frequently asked questions

• How long do the smoke detector batteries last?

  The smoke detectors have a battery life of 10 years. They perform a regular self test and alert our Emergency Resolution Centre if the battery is low. This means there is no need to worry about the battery running out and you not knowing.

  The smoke detector battery cannot be replaced, there is two year warranty on smoke alarms and batteries. After 2 years we can replace the smoke detector for a £99 fee (£118.80 including VAT).

• What is included in the package?

  The smoke detection package includes the Age UK personal alarm pendant and base unit, two smoke detectors, set-up and installation. The one-off cost includes the first subscription payment, registration with our Emergency Resolution Centre, installation and testing. 

  We will call you within one working day to arrange a suitable time and date for the installation. 

  The smoke detectors have a two year manufacturer warranty. The personal alarm has a lifetime warranty. 

• What is covered by the personal alarm lifetime warranty?

  The personal alarm lifetime warranty covers the personal alarm pendant and base unit. If your personal alarm pendant or base unit 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. The smoke detectors have a two year manufacturer warranty. 

• Does the smoke detector require wiring?

  There is no electrical work or wiring required. The smoke detectors automatically send a remote call to the personal alarm base unit which then calls the Emergency Resolution Centre. 

• How do I set up the smoke detectors?

  One of our friendly advisors will set everything up for you, test your alarm and show you how everything works. We will be in touch within one working day to arrange a suitable time and date that works best for you. There is no self installation option available because we need to test the smoke detectors so we know they will work in an emergency. 

• Do I need a telephone landline to use the smoke detector package?

  The alarm base unit connects to a telephone landline and uses this to call our Emergency Resolution Centre. If you do not have a telephone landline, you can still use our smoke detector package by ordering the landline-free model. This uses a multi-network SIM chip instead. If you order the Landline-Free Smoke Detector package, the SIM chip is included in your subscription so you don't need to worry about Pay As You Go mobile costs. 

  The Landline-Free Smoke Detector package has a one-off cost of £253.10 (£303.72 including VAT) and subscription is £23.99 a month (£28.79 including VAT).

• What happens when smoke is detected?

  Our Emergency Resolution team will be alerted automatically if the smoke detector detects smoke. The Emergency Resolution team will call the alarm customer to confirm the situation. If there is a fire, or if they cannot speak to the alarm customer, they will call the Fire Service immediately. 

• What happens when I press my personal alarm button?

  When the personal alarm button on the pendant is pressed you will be quickly connected to our 24-hour Emergency Resolution Centre. The alarm monitoring team will know who you are and where you are calling from so they can direct help to you even if you are unable to speak. 

  The Emergency Resolution team will get help to resolve any emergency, such as falls, cold callers or intruders by calling your emergency contacts or the emergency services. 

• What does the subscription cover?

  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. You can make unlimited alarm calls in the event of any emergency. 

• 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.

• 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.