Customer Support

If you are one of our valued customers, help and advice can be found here.

We care about our existing clients, and we ensure help is always on hand when you need it.

Follow the links below to find out how we can help.

Do you have an alarm fault?

If your alarm is giving a warning message or is not working, please contact us immediately on 01553 616200.

Lost your alarm pendant?

If you have lost your pendant we can provide you with a new one. Replacements are chargeable and some require our installer to visit. Complete the form below for a quote or call us on 01553 616200.

Installation and user guides

Installation and user guides for all our products are here.

Click the button below to see them all.

Do you have a payment query?

If you have a query regarding one (or more) of your payments, please report it by completing the enquiry form below, or call us on 01553 616200, option 1.

Need an additional pendant?

If you would like an additional pendant for your Careline Alarm we can arrange one for an extra 70p per week. Enquire below and we will contact you with details.

Need a new wrist strap or neck cord?

If your wrist strap, neck cord or neck chain breaks, becomes damaged or is lost we can send out a replacement to you. Enquire below and we will contact you with details.

Change your nominated contact information

If you need to change the information we hold on your nominated contacts (neighbour, carer, family etc.), the best way to do so is to press the button on your alarm unit, and speak to the monitoring centre direct.

Information for nominated contacts

If you are a nominated contact person for someone with a Careline alarm (friend, neighbour etc.) and would like to find out more about your role, please visit the link below

Need to cancel a Careline service?

If you would like to cancel a Careline, please fill out our cancellation form below. Rental charges apply on the Careline equipment up to the end of the month in which we receive it.


If you still need help please contact us.

© Careline Community Service | Borough Council of King's Lynn & West Norfolk