Taking Care Anywhere

Frequently asked questions

• Do I need to pay VAT?

  92% of customers do not need to pay VAT on their orders. If you, or the person you are buying the personal alarm watch for, have a condition that requires regular medication, are chronically sick or are registered disabled then you may be eligible for VAT exemption. If you are unsure, check you meet the VAT exempt requirements.

• I have a pacemaker. Can I wear the Taking Care Anywhere GPS alarm pendant?

  If you have a pacemaker you cannot wear Taking Care Anywhere as a pendant and fall detection will need to be turned off. Instead, attach the location aware GPS pendant to the supplied split ring, which can be attached to a belt clip or keys. The GPS pendant must be kept at a minimum distance of 15cm from your pacemaker at all times. If you have any questions or concerns, we're happy to help. Call 0800 085 7371, Monday to Friday 9am - 6pm, to speak to an advisor.

• 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.

• What network does Taking Care Anywhere use?

  When out-and-about, the GPS location-aware pendant connects to the strongest available 3G or 4G network using a multi-network SIM.

  When the GPS location-aware pendant is within range of the in-home unit, it will communicate through the unit's 2G or 4G multi-network signal. The in-home unit will inform the alarm user if there is an issue connecting to the mobile network when a self-test is run automatically.

  The 3G network is being gradually phased out over the coming years, with the Government requiring that all 3G networks are switched off by 2033. While the mobile network operators are making changes at different times, you don’t need to worry as your GPS location-aware pendant and in-home unit are set to "roam" to find the strongest signal that is available for you at that time. It will continue to find the strongest network until the last provider switches off their 3G network. There is therefore no immediate issue and we expect 3G networks will continue to operate successfully for many years to come.

• What happens after I place my order online?

  You’ll be asked to complete the Direct Debit instruction form once you have submitted your order online. Your confirmation email will 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. 

  Your order confirmation email will also include a link to an online account setup form. Please complete and submit this form so that we have the following details available in case an emergency alarm call is made:

  Medical details – so we can arrange the most appropriate help in an emergency, please provide details of any medical conditions.

  Emergency contacts – so we know who 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.

  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 place your order before 1pm Monday - Friday then your order will be shipped as next working day delivery to postcodes in England and Wales only. For other areas, delivery time will be 48 hours instead.

  If you provide a mobile number, we will send you an SMS message to let you know your personal alarm is on its way. 

• 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 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.

• What if I change my mind after ordering?

  No problem! You can return your equipment free of charge within 30 days and we will refund the full cost of your order. We make the returns process as easy as possible by supplying you with a freepost Royal Mail return collection bag.

• I was expecting the subscription cost to be higher. What is included in the subscription?

  The monthly subscription includes everything you need to use your Taking Care Anywhere, including unlimited emergency calls to our UK-based Emergency Resolution team.

  Also included is unlimited alarm calls. There are no hidden costs or Pay As You Go SIM charges.

• If the location aware GPS pendant and alarm base unit use a SIM card, why is there no extra call costs?

  The subscription includes unlimited alarm calls, 24-hour monitoring and the SIM card. You don’t need remember to top-up the SIM card or pay any additional charges for calls.

• 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 all the information we need in case of an emergency alarm call.

  If you prefer, you can provide this information by calling Customer Services on 0800 023 4301, Monday – Friday, 9am – 5pm.

• Do I own the Taking Care Anywhere equipment?

  The 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.