Your questions answered

What happens if I press my emergency pendant by accident?

There is a cancellation button on the alarm unit which you can press, but please do not rush to push it. We would prefer that the call goes through to our telecare monitoring centre and we know you are safe.  All you need to do when the call is answered is tell the operator that you pressed it by accident.  In fact we ask our customers to press the button once a month to ensure that you remain familiar with the process and test that your alarm is working correctly.

Can I still use my telephone(s) in the normal way once the lifeline alarm unit has been installed?

You can still use your telephone in exactly the same way as you always have. You can actually answer your calls by pressing the pendant and speaking from wherever you are within the property if you prefer. To end the call you simply press the emergency pendant again.

How do I know when the battery is my pendant is running low? 

Your pendant, via a radio signal to your lifeline alarm unit, will automatically tell our call centre the battery is low. We will then contact you to arrange a convenient time to replace the battery.

What happens if there is a power cut? 

In the event of a power cut, the lifeline alarm unit will run off its battery back up for up to 72 hours.  The call centre will automatically be told via your unit and an operator will contact you to make sure you are safe and you have not switched off your lifeline unit by mistake.

Will my emergency pendant interfere with my pacemaker?

The lifeline alarm unit does not interfere with a pacemaker because it is on a different frequency.
 

What if I lose my emergency pendant?

You can still call for help from the lifeline alarm unit if required. However, you must contact us straight away if you lose it so we can organise a replacement for you.  If after two weeks you cannot find your lost pendant we will replace it. A replacement is charged at £54.99 plus VAT.

Can I have more than one emergency pendant per base unit?

A single lifeline unit can be linked to 2 pendants and any basic telecare equipment such as a smoke detector. This enables two people living in a property to use the Careline service (an additional charge applies).  

How quickly do you answer?

We aim to answer your call within 60 seconds. The Telecare Services Association (TSA) requires us to answer 98.5% of all calls within 60 seconds and we consistently meet this target.  

What if I am feeling ill and I’m already using the telephone?

Simply press the emergency pendant or red button on the lifeline alarm unit and the emergency call will override any other calls, whether incoming or outgoing.

I do a lot of gardening – will the emergency pendant still work outside the house?

As part of the installation process we ensure that the lifeline alarm unit will work in all areas of your property. We will always ask if you go outside, for example in your garden, and test the emergency pendant to ensure it works in that area.  The emergency pendant has a range of up to 50 metres from the base unit and so can be worn outside the house.

Do you keep any medical details to help the emergency services?

 We hold your basic medical information on file, as well as details of your doctor’s surgery to assist the emergency services.  

I want to change the details of my emergency contact, keyholders or I am moving – how do I do this?

Please contact our customer services team on 01305 269056 to tell us and our experienced operators will be more than happy to assist.